F.No.DIT(TPS-I)/01/2016-17/508
Government of India
Ministry of Finance
Department of Revenue
Central Board of Direct Taxes
Directorate of Income-tax (Taxpayer Services-I)

New Delhi, the 2nd August, 2016

STANDARD OPERATING PROCEDURES (SOP) FOR ADMINISTERING TAX PAYER SERVICES

1. The Income-tax Department is committed to promote voluntary compliance with the direct tax laws through quality tax payer service. The Department is consistently striving for providing efficient services and assisting the tax payers to discharge their tax obligations. It aspires for continual improvement in its service delivery mechanism by upgrading the infrastructure and skill sets of its employees for ensuring the desired level of tax payer satisfaction.

2. System for Service Delivery and Redressal of Grievances in the Income-tax Department.

2.1 Old system of Grievance redressal

2.1.1 The Manual of Office Procedure (Volume-1), February, 2003 issued by Directorate of Income-tax (O&MS) provides the work process relating to Public Relations and Grievance Redressal Mechanism in Chapter-14. The Chapter provides for a hierarchy of Grievance Cells viz. Central Grievance Cell under the Chairman CBDT, Regional Grievances under Chief Commissioners/Directors General of Income-tax and Grievances Cell under the outstation Commissioners of Income-tax. The Manual also provides the procedure for dealing with the grievance petition, maintenance of registers and reports, Samman Scheme, Sampark Scheme and the Interactive Voice Response System (IVRS).

2.1.2.  Since the release of the Manual of Office Procedure, 2003, the Department has re-engineered its business processes and now most of the assessment related work is driven through technology like CPC­ITR, CPC-TDS, SBI refund Banker, NSDL, UTIITSL etc. The 1998 Citizen’s Charter has been reviewed and revised in 2014 which is a declaration of the department’s vision, mission and its commitment towards maintenance of standards of service delivery to the tax payers. The department continues to have a multi-layered Public Grievance Redressal System for resolution of complaints relating to pubic grievances against the department as below:

– Central Grievance Cell functioning at CBDT.

– Regional Grievances under the Pr. CCsIT/CCsIT.

– Income-tax Ombudsmen functioning in 12 cities.

– Sevottam Scheme aimed at ‘Excellence in Service Delivery through Aayakar Seva Kendra.

2.2 New System of Dedicated Structure for Delivery and Monitoring of tax payer services.

2.2.1 Considering that there are several authorities involved in delivery of tax payer services Assessing Officers and officers in their supervisory chain, ASKs, Appellate Authorities, CPC-ITR, CPC­ TDS, CPGRAMs, there was felt a need to consolidate these efforts in a systematic structure to bring various arms engaged in delivery of tax payer services under one umbrella. The Central Board of Direct Taxes (CBDT)  has  notified  a  dedicated   structure   for tax payer services.The CBDT vide Order No.01 /Ad.VII/2016 dated 26/02/2016 (Annexure-I) has setup a dedicated structure for delivery and monitoring of Tax Payer Services (TPS) and its attached and subordinate offices.

2.2.2 The Member(R),  CBDT  will  oversee  the  delivery  and  monitoring  of  Tax  Payer  Services and Pr.DGIT (Admn.) will be responsible for delivery and monitoring of Tax Payer Services in the attached Directorates of CBDT as well as field offices of Income-tax Department. The Member (Revenue) has been re-designated as Member (Revenue & TPS) and the Pr.DGIT (Admn.) has  been re-designated Pr.DGIT (Admn. & TPS). Two separate Directorates for delivery and monitoring of Tax Payer Services viz. Directorate of Income-tax (TPS-I) and Directorate of lncome-tax (TPS-II) headed by Addl. Director General of Income-tax (TPS-I) and Addl. Director General of Income-tax (TPS-II) respectively, which  have been setup under the Pr.DGIT (Admn. & TPS) by re-designation of existing Directorate of Income-tax (TDS) and Directorate of Income-tax (Infra.-3) respectively. The structure for field formations has been provided separately in the said order.

2.3 Aayakar Seva Kendras (ASK)

2.3.1 As per the structure of the Tax Payer Services delivery and monitoring system prescribed above, Aaykar Seva Kendra (ASK) has been made the smallest unit for Tax Payer Services. Aayakar Seva Kendra (ASK) is the mechanism used by CBDT for implementing the philosophy of ‘Sevottam initiated by the PMO. Aayakar Seva Kendra (ASK) is the single window system for implementation of Citizen’s Charter of the Income Tax Department and a mechanism for achieving excellence in public service delivery . The procedure to be followed at the ASKs is provided in the Process Document of the Service Quality Manual (SQM).

2.4 e-Nivaran (Unified Grievance Handling Mechanism) 
2.4.1 Unified Grievance Handling Mechanism (e-Nivaran) is aimed at consolidating grievances received across all platforms CPGRAMs, E-filing, CPC-ITR, CPC-TDS, ASK, NSDL, UTIISL and SBI-Refund Banker. Internal channelization of grievances between different department systems and workflow based grievance resolution mechanism in the ITB-A for department users is aimed at centralized monitoring and speeding the grievance redressal mechanism.

2.4.2 In the process through e-Nivaran, all the Income-tax related grievances filed on e-filing (including CPC-ITR), CPC-TDS, ASKs, NSDL, UTIITSL, SBI refund banker  and  manually  having PAN if AN will be routed through the ITBA e-Nivaran application and/or onward to the respective Systems such as e-filing/CPC-ITR, CPC-TDS etc. based on the categorization of the grievance by the taxpayer. The salient features of e-Nivaran are as under :

  • Grievance can be entered by any officer/official and marked to designated AO or system (CPC-ITR, CPC-TDS, NSDLfUTITSL, SBI Refund banker, E-filing) for resolution.
  • Online filing of grievance will be through E-filing.
  • Paper format received at ASK, DEO or by Officer’s staff or Officer using simple data entry screen -no RSA token required.
  • Grievance will be resolved by integration with respective ITBA modules such as rectification , refund re-issue, return receipt and processing
  • Grievance can be transferred from one system to another (AO to CPC-ITR) through system
  • Resolution of grievance communicated to taxpayer
  • Unified view of all grievances and status by AO and hierarchy
  • Taxpayer to get email/SMS on grievance filing and resolution (if email and mobile is provided).
  • Proposed redirection from CP-GRAMS toE-filing for single window online grievance filing for operational issues (needs discussion with DARPG).
  • Taxpayer to view status at ASK or AO for walk-in mode and through E-filing for Online mode.
  • Comprehensive MIS of all grievances irrespective of where it is filed
  • Integration with all other systems- CPC-ITR, CPC-TDS, E-filing, NSDLIUTITSL , SBI-Refund Banker for transfer of grievances.
  • Integration with all ITBA modules .
  • Integration with common ASK and online Dak Module for data entry.

2.4.3 The revamped ASKs is being rolled out in ITBA and the process to be followed for receipt of OAK under this module is available in the ITBA ASK/User Manual, June 2016 (Annexure II)

3. Resource Management

3.1 Manpower

3.1.1 The vertical for tax payer services in the CBDT and its attached Directorates and in the field formations has been outlined in the order No.A-11011/02 /2015-Ad.VII dated 26.02.2016. In this regard, letter F. No. DIT(TPS-I) /01/2015-16 dated 21.03.2016 and 04.07.2016 (Annexure-III) may kindly be referred to. The Income-tax employee posted in the ASKs to manage the receipt and categorization of the ASK must have the following pre-requisites for working on ASK module ITBA i.e. revamped ASK-

(i) Employee numb

(ii) Name based email id

(iii) RSA token

(Reference Sevottam Instruction No.8 vide F.No. Sevottam/DIT(S)-11/2016-17/5543 dated 23.06.2016- (Annexure-IV)

3.2 Infrastructure
The new Unified Grievance Redressal Mechanism (e-Nivaran) would require upgradation of the existing infrastructure, like computer hardware and software, high speed scanners and printers at the field authority level and at ASKs. The necessary upgradation is the responsibility of the Pr.CCIT of the region. For specifications on the hardware/infrastructure  (PC, Bar code printer, Scanner etc) please refer to Sevottam Instruction No.8 vide F.No. Sevottam/DIT(S)-II/2016-17/5543 dated 23.06.2016 (Annexurc­ IV).

3.3 Training
3.3.1 Training of personnel for the delivery of tax payer services and redressal of grievances under the new TPS vertical with the roll out of revamped ASK module in the ITBA (e-Nivaran) shall be imparted from time to time by the Systems Directorate.

4. Functions of Directorates of Tax Payer Services and the field authorities in the new system

4.1 Considering the objectives for delivery and monitoring of tax payer services as outlined in the above stated Board’s order, the Standard Operating Procedure (SOP) defining the roles of different TPS Authorities for Delivery and Monitoring of Tax Payer Services is as under:

4.2 At the Board level, Member(Revenue & TPS) will oversee the delivery and monitoring of tax payer The Pr. DGIT (Admn. & TPS) will be responsible for the delivery and monitoring of TPS in the attached directorates of CBDT as well as field offices of Income-tax Department and will report to Member(Revenue & TPS), CBDT.

5. Functions of Director General of Income-tax {Admn. & TPS) in relation to Directorates of Income-tax (TPS-I & TPS-II) :-

(i) Coordinate and monitor the activities and working of the Directorates of Income-tax (TPS-I & TPS-II).

(ii) Scrutinise the  publicity  of  the  tax  payer  services delivery  through  ASKs  and  other  TPS verticals.

(iii) Monitor the follow-up action relating to grievances and other tax payer services issues.

(iv) Coordinate with  DGIT (NADT) , Nagpur  for training  needs  of  personnel  posted  in  the taxpayer services  (TPS) vertical.

(v) Any other function relating to delivery and monitoring of tax payer services.

5.1 Functions of Directorate of Income-tax (TPS)-I:-

S. No.FunctionAction Points
1Coordination with the field TPS setup(i) Overseeing  and  co-ordinating   all  matters   relating   to grievances/issues pertaining to taxpayers failing within the jurisdiction of Assessing Officers across the country .
(ii) Co-ordinate with all the Comm issioners of Income Tax  (Admn.  & Tax Payer Services)/Addl. Commissioners of Income Tax (Headquarters & Tax Payer Services) working under Pr. Chief Commissioners of  Income Tax/Chief Commissioners of Income Tax across the country and collate the monthly reports received from them and put-up a consolidated report to Member, (Revenue & Tax Payer Services) on a quarterly basis through Pr. DGIT (Administration and Tax Payer Services).
(iii) Co-ordinating all matters being dealt by Aayakar Seva Kendras and overseeing integration of Sevottam with the new computerised Grievance Handling System i.e. e-Nivaran.
(iv) Ensuring that all formalities required for BIS IS 15700 : 2005 certification is carried out as per the Service Quality Manual (SQM).
(v) Overseeing upgradation of infrastructure at the field authority level  and ASKs as required for the Unified Handling of Grievances through e­ Nivaran.
2Monitoring and Reporting(i) Effective monitoring  and  reporting  mechanism  for Tax Payer Services in field offices. As the ASK Centres operate under the Sevottam Scheme, the MIS generated through the Sevottam and for grievances through the e­ Nivaran would be used for the monitoring of the performance of the ASK Centres.
(ii) Providing inputs for the Central Action Plan to allocate targets to the field formation regarding tax payer services.
(iii) Suggesting modifications to CAP-II Statement for effective capturing of the tax payer services/grievance redressal in  consultation with ADGIT(O&MS) .
(iv) Reviewing & monitoring the implementation of the Citizen’s Charter.
(v) Monitoring, implementation and review of the Tax Return Preparer (TRP) Scheme
3Publicity of tax payer services and Education of Tax Payers(i) Carrying out research and surveys on taxpayer satisfaction.
(ii) Educating Tax Payers about the ASKs and other facilities for tax payers through advertisements in coordination with the Directorate of Income-Tax (PR, PP & OL) and the Directorate of Income-tax (TPS)-II.
4Training(i) Coordinating with the NADT and the RTis for training of Officers/officials in the TPS vertical in the field.
(ii) Coordinating with the Directorate  of Systems for providing  training of the personnel in the revamped ASK module in ITBA.
5Miscellaneous(i) Maintain effective co-ordination with Directorate of Income-tax (Tax Payer Services -II).
(ii) Any  other  function  relating  to  delivery  and  monitoring  of  Tax  Payer Services.

5.2 Functions of Directorate of Income-tax (TPS)-II: 

S. No.FunctionAction Points
1(i) Educate taxpayers in respect of E- services

 

(ii) Deal with grievances  of taxpayers relating to matters such as processing of returns of income, issue of refunds, demand verification, PAN, TAN, CPC-TDS related grievances

 

(iii) Co-ordinate with the Directorates under             Pr. DGIT (Systems) including Centralised Processing Centre­ ITR, Centralised Processing Centre-TDS  to       ensure delivery standards of e-enabled             Taxpayer Services.

 

(i) Coordinating with ADG (Systems)-3, CIT(CPC-ITR) and CIT(CPC- TDS) to provide access on real time basis to the respective portals for the feedback on their functionalities  and  accordingly  educating  the tax payers about the e-services

(ii) The following agencies/ sources will also be used for the collection of the feedback:-
(a) Surveys conducted by Directorate of PR, PP & OL etc.,
(b) Discussion  page  on  MyGOV  web  portal  for  the  innovative ideas, suggestions on tax policies and administration,
(c) e-Nivaran  i.e.  Unified  Grievance  Redressal  Mechanism  on iTBA for various grievances,
(d) To coordinate with Directorate of TPS-1 for getting feedback relating to taxpayer e-services.
(iii) Coordinating with field formations for organizing workshops /seminars for tax payer information on TPS and collect feedback. The workshops/seminars will be used for dissemination  of the information relating to e-taxpayer services by distribution of literature, speeches, audio-video presentations , etc.
(iv) Analysis and classification of feedback and identification of actionable points for the Systems Directorates.
(v) Coordinating with Directorate of PP PR & OL for publishing of latest literature in form of apps, e-books etc. made available on mobiles and Android/lOS platform etc.
(vi) Developing  FAQs  for  improvement  of  delivery  system  on  regular basis
(vii) Organizing meetings to understand and to find out ways to mitigate systemic problems and to educate stakeholders about the changes and constraints.
(viii) Collecting  and  reflect  feedback  in  the  monthly  reports   about policy changes desired by certain stakeholders/public

Coordinating     with  Directorate of Systems regarding instructions for monitoring of grievances and setting of timelines for various actions to be taken by the Directorate of Systems        (i)   To prepare timelines for various e-services  actions to be taken  in consultation with the Directorate of Systems.
(ii) Collection , compilation and collation of data relating to e-services.
3Provide tax payer feedback to Directorate of Systems for development of new methods of providing services to taxpayers through apps and mobile telephony , SMS alerts etcStudy the established  mobile  telephony  based  apps and  SMS and  give suggestions to the Directorate of Systems for improvements/changes.
4Coordinate with Directorate of Systems for effective functioning of the National Call Centre (NCC) of the Department (Telephone No .1961To devise feedback mechanism in coordination with Systems Directorate regarding Grievance Pattern and caller satisfaction and suggest steps to optimize the usefulness of NCC
5Prepare monthly reports regarding E- services and grievances relating to E-services and put-up a consolidated report to Member (Revenue and Tax Payer Services) on a quarterly basis through Pr. DGIT (Administration  and Tax Payer Services)Compilation and consolidation of various MIS escalated by the ITBA and put-up  a  consolidated   report  to  Member   (Revenue   and  Tax Payer Services) on a quarterly basis through Pr. DGIT (Administration and Tax Payer Services)
6Maintain  effective  co- ordination with Directorate of Income Tax (Tax Payer Service-I)Maintain  effective co-ordination with Directorate  of Income-tax(Tax Payer Services – II)
7Misc.Any other function relating to delivery and monitoring of E-Services.

6. Role of field authorities in the Tax Payer Services Vertical

6.1 Functions of Principal CCIT with multiple CCsIT Charges and role of CCIT for charges with single CCIT having multiple Pr. CsIT :- 

S. No.FunctionAction Points
1.Administration of TPS setup(i)  Ensuring  time bound  delivery  of tax payer  services within  the timeframe given in the Citizen’s Charter, 2014.
(ii) Appointing a Nodal officer, preferably of the rank of Pr. Commissioner of Income-tax/Commissioner of Income-tax for each ASK in his/her region for following functions:•   for conducting Internal Audit of the ASKs as per the requirement of the Service Quality Manual (SQM) for BIS certification of the ASKs.
• For  allocating of grievances  submitted  in the e-Nivaran  Grievance Handling System without stating the PAN.(iii) Ensuring that Internal Audit and Management Review at the local  level is conducted twice in a year, one for the period April-September and second for the period October-March.
(iv)  Carrying out Management Review of the Internal Audit Report submitted by the Pr.CIT/CIT of the ASKs.
(v) Ensuring that the above reports are sent to the office of ADGIT(TPS-1) after each  six months period as per the requirement of the SQM.

Processing proposal for upgradat ion of infrastructure at the ASKs and field Offices as required for the new computerised Grievance Handling System (e-Nivaran)

2.Implementing e-Nivaran(i) Monitoring the status and disposal of grievances/ Citiz Charter/Others generated through ITBA (e-Nivaran) MIS.
(ii) Providing upgraded infrastructure at the ASKs and field Office required for the new computerised Grievance Handling System Nivaran).
3.Monitoring  and Reporting(i) Monitoring the progress  of disposal of communication/grievances Citizens Charter/Others (DAK) through ASKs on a fortnightly basis.
(ii) Monthly reporting of the communications /grievances  (DAK) disposal through ASKs to Member (Revenue & TPS) through the Directorate Income-tax(TPS-I)
4.Publicity of tax payer services and Education of Tax  Payers(i) Carrying  out  publicity  regarding  the  tax  payer  services being  rendered through the ASKs/E-Nivaran/CPC- ITR etc.
(ii) Taking taxpayer services initiatives and holding regular workshops/seminars disseminating information regarding taxpayer  services being  rolled  out by the Department.
(iii) Organizing Monthly seminars /conferences /workshop /meetings I interaction sessions/ Innovative methods etc. inviting tax payers and other stake holders like professionals , representatives of ICAI , CII, ASSOCHEM, trade and locally present various specific business associations/unions .
(iv) Ensuring that the composition of the participants  in the meetings/ seminars/shows etc. is from all streams of stakeholders.
(v) Intimating Directorate of TPS-1 and TPS-II  of  such  meetings  and  also forward the feedback received in the meetings.
5Training(i) Ensuring  that  adequate  training  is provided  to  all  concerned officers/staff posted in the TPS vertical for efficient tax payer services delivery
6Misc.Any other function relating to delivery and monitoring of Tax Payer Services.

6.2 Functions of CIT (Admn. & TPS):- 

S. No.FunctionAction Points
1Administration of TPS setup(i) Ensuring that an ITO(TPS) is made in charge of the ASK in each of the ITO Buildings in the region
(ii) Ensuring that communications/grievances/Citizen’s Charter and Others (OAK) received through  ASKs are disposed within the timeframe given in the  Citizen’s Charter, 2014.
(iii)  Ensuring   that   the  processes   needed   for  the   service,   service delivery, compliance of citizen’s charter and grievance handling are implemented and maintained at the respective ASKs.
(iv) Monitoring the progress of disposal of communications/grievances through ASKs on a weekly basis.
(v) Coordinating with the nodal officer for timely completion of Internal Audit and submitting for Management Review to the Pr.CCIT regularly.
(vi) Forwarding the Management review report after internal audit of the ASKs to the ADGIT(TPS-1).
(vii) Monitoring the pending    communications/grievances/Citizen’s Charter/ Others (DAK) received through ASKs for periods  beyond  the timeframe provided  in the Citizen’s Charter, 2014.
(viii) Ensuring that adequate personnel  are posted in the ASKs to manage  all the counters and efficiently functioning as per the Process Document of the SQM.
(ix)  Providing requisite infrastructure i.e. high speed scanners, printers etc at the ASK Centres and to all the officers in the TPS vertical.
2Implementing e-NivaranProviding upgraded  infrastructure at the ASKs and field Offices as required for the new computerized  Grievance Handling System (e-Nivaran)
3Monitoring  and Reporting(i) Ensuring  that the  records  of Management  Review  at unit  level,  training records ,  internal   audit  results/follow-up   action  and  records  relating  to corrective and preventive action is maintained.
(ii)  Apprising the progress of the DAK disposal through ASKs to the Pr. CCIT on a fortnightly basis.
(iii)  Appraising   the   progress   of  the   OAK   disposal   through   ASKs  to the ADGIT (TPS-1) on a monthly basis.
4Publicity of tax payer services and  Education of Tax Payers(i) Taking taxpayer services initiatives and holding regular  camps disseminating information regarding taxpayer services being rolled  out by the Department.
(ii) Organizing Monthly seminars /conferences /workshop  /meetings  I interaction sessions/ Innovative methods etc. inviting tax payers and other stake holders like professionals,  representatives  of ICAl, CII, ASSOCHEM trade and locally present various specific business associations/unions.
(iii) Ensuring that the composition of the participants in the meetings/ seminars/ shows etc. is from all streams of stakeholders. Such events should be well advertised beforehand to optimize the benefits.
(iv) Intimating Directorate of TPS-I and TPS-II of such meetings and also the feedback received in the meetings.
(v) Recording the proceeding  (audio-video) of meetings  etc. on the electronic devices  and  send  it to  the  Directorate  through  e-mail,  whatsapp  etc.  for compilation and analysis
5TrainingEnsuring that training is provided to all concerned officers/staff in coordination with the Directorate of Income-tax TPS-I and the RTIs
6.Misc.Any other function relating to delivery and monitoring of Tax Payer Services.

6.3 Functions of Pr. CIT/CIT designated as Nodal Officer for the ASK Centre. 

S. No.FunctionAction Points
1Monitoring   of the functioning of the ASK in the ITD building(i)   Ensuring that the ASK in the lTD Building is functioning as per the Service Quality norms.
(ii)  Forming  an  audit  team  comprising  of  Pr.CIT/CIT,  Addl. CIT/Jt. CIT, DCIT/ACIT , ITO for the internal audit of ASKs.
(iii)  Ensuring that Internal Audits of the respective ASKs are conducted at six monthly interval, or earlier if considered necessary, to determine  whether the SQMS conforms to the requirements of IS 15700:2005.
(iv) Analysing the internal audit report and present  it for Management  Review by the Pr.CCIT/CCIT
2Role in revamped  ASK Module in ITBA  (e-Nivaran)(i) Ensuring  that the front desk(FD)  and back desk  (BD) employee to have employee number, name based email id and RSA token .
(ii) Ensuring that grievances/Citizen’s Charter/Others where PAN/TAN is not mentioned , is assigned to the correct jurisdict ional officer on the basis of address of the grievance filer.
(iii)    In case the PAN/TAN or the AO is not identified , then closing the grievance with remarks “Assessee not traceable” with the approval of the immediate supervisory officer

6.4 Functions  of Addl./Jt.CIT(HQ&TPS):- 

S. No.FunctionAction Points
1Monitoring and Reporting(i) Monitoring      the   progress     of   disposal   of   communications/grievances/ Citizen’s Charter/Others through ASKs on a weekly basis.
(ii) Monitoring the pending communications/ grievances/ Citizen’s Charter/ Other s (DAK) received through ASKs for periods beyond the timeframe provided in the Citizen’s charter, 2014.
(iii) Appraising the progress of the OAK disposal through ASKs to the CIT(Adrnn. & TPS) on a weekly basis.
(iv) Sending the progress in this area in the monthly D.O. to the CIT and also to be included in the MIS which is to be sent to ADGIT(TPS)-1, New Delhi .
(v) Holding weekly review meetings with the ITOs(TPS) to monitor the progress ofDAK disposal, general functioning of the ASKs.
(vi) Ensuring smooth transition of ASKs to revamped ASKs module in ITBA which is being rolled out by the Directorate of Systems.
3Publicity of tax payer services and Education of Tax Payers.(i) Ensuring that taxpayer feedback proforma are placed at the ASK Centres to enable taxpayers and other stakeholders to give their feedback.
(ii) Taking taxpayer services initiatives and holding regular camps disseminating information regarding taxpayer services being rolled out by the Department.
4.TrainingEnsuring that the personnel  posted  in the ASKs are regularly  sent for training modules organized by the Directorate of Systems.
5.Misc.Any other function relating to delivery and monitoring of Tax Payer Services

6.5 Functions of ITO(TPS)

S. No.FunctionAction Points
1Administration of TPS setup(i) Ensuring that communications /grievances/ Citizen’s Charter/Others (DAK) received through ASKs are disposed within the timeframe given in the Citizen’s  Charter, 2014.
(ii) Ensuring that Front Desk and Back Desk functionaries are in position and are functioning as per the Process Document of the SQM.
(iii) Ensuring proper categori zation of the DAK and also ensuring that the grievances are entered in the e-Nivaran ITBA Module.
(iv) Ensuring that all grievances/Citizen’s Charter/Others received manually are scanned and forwarded to the concerned assessing officer through the e­ Nivaran module.
(v) Ensuring the availability of staff at the ASKs and maintenance  of equipments used at ASKs
(vi) Ensuring  that  copies of the Process  Document  are made  available to  all concerned officers/staff.
(vii) Ensuring that the Citizen’s Charter, 2014, the jurisdiction of the officers and other information for the taxpayers are displayed at the ASKs
2Role in revamped ASK Module in ITBA (e-Nirvana)(i) Grievances/Citizen’s  Charter/Others  in  the  revamped  ASK  module  m ITBA  being  rolled  out  shall  be  entered  and  processed   as  per  the ITBA/ASK-User-Manual  (Annexure-IV)
(ii) Ensuring that manual grievance received is entered in the ITBA (e­ Nivaran) alongwith uploading of the application or other supporting documents received with the grievance
(iii) Ensuring that the Back Desk user categorizes DAK on  the basis of PAN/TAN and scans and uploads the relevant documents
(iv) Regularly monitoring the status of disposal of the DAK through the MIS and reporting to the concerned authority
3Monitoring and Reporting(i) Monitoring the   progress  of   disposal of   communications /grievances/Citizen’s Charter/Others (DAK) through ASKs on a daily basis.
(ii) Apprising the Addl. CIT(HQ&TPS) of the progress and functioning of the ASK on a weekly basis
4Publicity of tax payer services and education of Tax PayersEnsuring  that taxpayer  feedback  proforma  are placed  at the  ASK Centres to enable taxpayers and other stakeholders to give their feedback
5TrainingCarrying  out  training  need  analysis  of  the  staff  deputed  in  the  ASKs  and reporting it to the Addl./Jt.CIT(HQ &TPS)
6Misc.Any other function relating to delivery and monitoring of Tax Payer Services

 6.6 Functions of Assessing Officers in the TPS Vertical and with the rollout of revamped ASKs module in ITBA

S. No.FunctionAction Points
1Processing  and redressal of grievance(i) Taking appropriate remedial action and resolving  the grievances/ Citizen’s Charter/Others assigned in ITBA (e-Nivaran) received at ASK centres within the time provided in the Citizen’s Charter or the time specified in the module.

(ii) Ensuring that manual grievances received in their offices are entered in the ITBA (e-Nivaran) module alongwith scannmg and uploading of  the grievance application or other supporting documents received with the gnevance.

(iii)  Transferring grievances/ Citizen’s Charter/Others not pertaining to the AO to other stakeholders viz. CPC-ITR, CPC-TDS etc. after entering reason or remarks in ITBA (e-Nivaran).

(iv) Regularly monitoring the status of the disposal of the grievances/ Citizen’s Charter/Others in the e-Nivaran MIS and reporting to the superior authority in the heirarchy.

(Vatsalaa Jha)
Add I.Director  General of Income-tax
(Taxpayer Services-I, CBDT, New Delhi

Download Full Instruction No. F.No.DIT(TPS-I)/01/2016-17/508 Dated: 02.08.2016

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