All Chief Commissioners of Income Tax (CCA).
Ahmedabad /Bangalore/ Bhopal/ Bhubaneshwarl Chandigarh/ Chennai/ Delhi/ Guwahatil Hyderabad/ Jaipur/ Kanpur/ Kolkata/ Kochi/ Lucknow/ Mumbai/ Nagpur/ Patna/ Pune.
Subject : Revised roles and functions of CIT (CO). Reg.
Kindly refer to the above,
6. This issues with the approval of DGIT (Systems).
Addl. DIT(S) (Hqrs./Admfini.)
Functions and Roles of CIT (CO):
A. Functions of CIT(CO):
1. Management and Monitoring of Service Delivery Vendors
a) Ensure end-user satisfaction through prompt and continuous improved service support – Monitoring and Management of Service Delivery Vendors performance.
(i) Monitoring the performance of IBM FMS team, provided at each CCIT (CCA) region, to combat all technical problems faced by the end-users in their day to day work.
(ii) Provisioning, maintenance of hardware and maintenance of stock records.
(iii) Monitoring for a seamless and uninterrupted connectivity and tracking the link utility percentage, available at different network stations.
(iv) To ensure enhancement of bandwidth capacity as per requirement.
(v) Receiving periodic “Bandwidth Utilization Reports” from Vendors. If bandwidth utilization is more than 60% in any RCC Location, then to send a periodic report to the DIT(Systems).
(vi) Conducting monthly meeting with Vendors and to send monthly DO to DGIT(Systems) incorporating the main points of the meeting.
(vii) Inspecting facilitation counters of UTIISL and NSDL, on sample basis, for on-the-spot verification of facilities committed in the contract.
b) Define a Performance Monitoring Framework using Key Result Areas (KRAs) and Key Performance Indicators (KPIs) defined in the respective contracts. Institute a Vendor Audit Programme to achieve improved coordination among the Service deliveryVendors. The CIT(CO) should be able to satisfy himself about resolution of problems lodged with IBM Codesk and certify resolution of the same.
2. Training of Resources & specification of KRA / KPIs :
a) Identify training needs and propose training of EDP personnel on regular basis to DGIT(Systems).
b) Impart training for skill upgradation of the RCC technical personnel and other end-users.
c) Assess the gaps (competency mapping) and carry out Training Need Analysis for ITD personnel in the field.
d) Carry out regular training on various application packages/ modules to the end-users.
e) Specify Key Result Areas (KRAs) and Key Performance Indicators (KPIs) for technical persons;
3. Out Reach Programme
a) Prepare a detailed outreach program both for the taxpayers and the departmental personnel,
b) Organize seminars for creating public awareness about IT-enabled services in the Department like e-filing of ITRs/TDS returns, E-payment of taxes, Annual Information Returns etc.
c) To assist & facilitate setting up ASK at all buildings of the Department on fast track basis and make all ASK centers of excellence and IS: 15700 compliant.
d) To establish and codify key processes for service delivery based on best practice framework;
5. The Committee was of the view that to mitigate Taxpayer grievances speedily, a super-user privilege concept for CIT(CO) may be considered if PAN- TAN duplication/ deactivation/ re-activation is not effected by front office within a given time-frame. The CIT (CO) could be a nodal officer to handle grievances relating to refund delays/ clearance! PAN/ TAN problems with corresponding online communication to respective CsIT.
B. Roles of CIT (CO)
CIT(CO) should include being a bridge between the field offices and the Directorate of Income Tax (Systems). As Liaison Officer between the CCIT/CIT and DGIT(Systems), the CIT (CO) should :
a) Implement the decision/ strategy plan of DGIT (Systems) in the field offices of all CCIT (CCA) regions.
b) Coordinate and monitor centralized application software (AIS, AST, OLTAS, EFS, TDS and MMS), Allotment of PAN, De-duplication of PAN, change of PAN jurisdiction, Migration of all PANs from Orphan Jurisdictions to Nodal Officer under him and thereafter migration to Jurisdictional Assessing Officers. Computerized Assisted Scrutiny Selection, verification of collection challans, Reconciliations, update and clean PAN database should be monitored on regular basis.
c) Allocate user-id & role to database users, Employee Identification Number, creation / deletion of user ID, assignment of user privileges, password reset and documentation. He should be the repository of user id created in the charge with distinct mapping of associated ITD personnel. The addition/ deletion / updation of user id be the responsibility of the CIT(CO).
d)Liaison with Nodal Officers of different buildings in connection with communication room, terminal bank etc.
e) Liaison with the IBM helpdesk at Delhi and M/s TCS in order to resolve the problems of ITD module, lodged through CODESK.
f) Maintain liaison and sharing of intelligence with REIC (Regional Economic Intelligence Co-operation Committee) members (CBI, IB, DRI, ED, EoW, RBI, Police etc).
g) Maintain liaison with PAN/ TAN service providers.
h) Maintain liaison with DG (Systems) office on ITD/ i-taxnet/ sevottam issues.
i) Monitor the setting up of Sevottam centers and assist in proper functioning of Sevottam software, in coordination with the CIT concerned.
j) Introduce Innovative Role Identification and create user privilege based on Need-To-Know principle.
k) In AIS-MMS, to ensure providing Emergency Support Service to Front User.
l) MMS privilege created / modified should be routed through CIT (CO).