From Regulation To Facilitation: CBEC Experience  

Oleh:

Sharan,HK ; Saxena,Manish

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-10.
Topik: Citizen centric; DMAIC methodology; Benchmark; Cause and effect analysis
Fulltext: H_K_Sharan_Min_of_Fin_From_Regulation.pdf (61.95KB)

Isi artikel

Central Board of Excise & Customs (CBEC) is the nodal agency implementing indirect tax laws across India collecting $55 B yearly. It has taken a multi-path approach towards citizen centric tax administration reorienting from regulation to facilitation. CBEC has benchmarked its services and their delivery is facilitated through different paths: (a) Citizens’ Charter creating transparency and accountability, (b) Use of Technology creating easy access to services and grievance redress, (c) Dedicated Centers providing single window facility and information and (d) Quality Certificates building confidence of citizens. Overall CBEC has taken a dynamic approach towards quality delivery through business processes re-engineering.

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