A Model of Excellence in Public Service delivery Mechanism  

Oleh:

Kendra, Aayakar Seva ; Baruah, Nilimesh

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-11.
Topik: Aayakar Seva Kendra; Sevottam; Service Quality Manual; Citizen’s Charter
Fulltext: N_Baruah_Aayakar_Seva_Kendra.pdf (159.88KB)

Isi artikel

Aayakar Seva Kendra A model of excellence in public service delivery mechanism 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. ASK is guided by Sevottam, a service quality management framework for government organizations, and reflects a change in mindset of the Income Tax Department from an exclusive enforcement agency to that of a service provider as well. ASK represents a new integrated problem solving approach in the realm of citizen-centric service delivery. Sevottam is a quality management framework which lays down seven steps for achieving excellence in service delivery which include defining services, identifying clients, setting standards for services, developing capacity, performing and monitoring leading to continuous improvement. The Department’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 within specific time lines. A prototype of ASK was developed and made fully functional at 3 outlets leading to certification under IS: 15700 for Central Board of Direct Taxes and one of the outlets at Pune. This certification was the first one to be given to a regulatory body in India. 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 by the Finance Minister of India on 24th July 2010 during celebration of 150 years of Income Tax in India. ASK is being rolled out to all the offices of the department in a phased manner

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