Service Quality Management and Voluntary Compliance  

Oleh:

Baruah, Nilimesh

Jenis: Article from Proceeding
Dalam koleksi: Asian Network for Quality (ANQ) Congress 2011, Ho Chi Minh City, Vietnam, 27-30 September 2011, page 1-13.
Topik: Voluntary Compliance; Walking on two-leg strategy; Compliance costs Sevottam; Service 2 QualityManual; Citizen’s Charter
Fulltext: IN15_Nilimesh Baruah_Full paper.pdf (225.24KB)

Isi artikel

As part of the Ministry of Finance, the Income Tax Department (ITD) in India is entrusted with the task of optimum mobilization of resources for sustainable and inclusive growth of the Indian economy. Since a taxman cannot do policing for each of the individual taxpayers, reliance is placed on improved voluntary compliance. It is in this context, there has been a changing role perception within the ITD to transform itself from an exclusive enforcement agency to the role of a service provider as well, to promote voluntary compliance. The perceptual change has brought to the fore the importance of developing institutions for ensuring excellence in public service delivery mechanism. 1. Aayakar Seva Kendra (ASK), the acronym for the Aayakar Seva Kendra, is a multi-faceted mechanism for achieving excellence in public service delivery reflecting the new Quality policy of the Income Tax Department. It provides a single point of contact for the taxpayers where taxpayer request for services are registered and acknowledged through unique identifier for tracking the request throughout its life cycle. It is a branded service delivery mechanism for ensuring consistency in service delivery. 2. ASK is guided by Sevottam, a service quality management framework for government organizations which lays down seven steps for achieving excellence in service delivery that include defining services, identifying clients, setting standards for services, developing capacity, performing and monitoring leading to continuous improvement. 3. ITD’s pioneering journey towards excellence in service delivery started with the announcement of its Citizens’ Charter 2007 which enumerated 16 services offered to the taxpayers to be delivered within specific time lines. A prototype of ASK was first developed and made fully functional at 3 outlets in 2009 leading to certification under IS: 15700. For ensuring continuous improvement in service delivery standards, the 2007 Citizen’s Charter was reviewed after extensive consultation with all the stakeholders across the country and the new Citizen’s Charter 2010 was released. 4. ASK is being rolled out to all the offices of the department in a phased manner, making taxpayer service a mainstream activity of ITD with strategic importance. In the first phase of roll out, 15 new centers were made to be followed by 60 centers to be made functional during financial year 2011-12. Vision 2020 released recently, makes ASK the flagship project of ITD to be implemented on a fast track basis. Giving importance to taxpayer satisfaction, creating awareness amongst the officials the importance of excellence in public service delivery, is going to make an impact on improving voluntary compliance leading to sustainable and inclusive growth of the Indian economy.

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