With a view to improving services to tax payers, the Prime Minister’s Office (PMO) has directed the income-tax department to adopt the benchmark World Bank governance model in its offices.

The PMO has asked the department of administrative reforms and public grievances to set up a fast-track mechanism, christened ‘Sevottam’, for implementing the excellence in the public services delivery model.

For adopting this model, a decision has been taken to set up a task force comprising senior officials of the Indian revenue services, sources said.

The task force, to be headed by a CBDT member, would include representatives of the business chambers, the Institute of Chartered Accountants of India and tax bar associations.

The task force would suggest changes in different constituents of the World Bank governance model, including citizen’s charter, public grievance redressal and service delivery capabilities.

The task force, to be constituted soon, would suggest changes in existing citizen’s charter in view of citizens expectations and aspirations. The aim is to implement citizen’s charter effectively, opening up a channel for receiving citizen’s feedback on how the organisations determine service delivery requirements.

The changes in public grievances redressal mechanism would be aimed at putting in place a sound system that leaves citizens more satisfied. The modifications in service delivery capabilities would be directed toward building capacities in income tax offices to improve the delivery.