User Friendly GSTN : Survey

By | March 24, 2018
(Last Updated On: March 24, 2018)
Ministry of Finance

User-Friendly Goods and Services Tax Network (GSTN)

Posted On: 23 MAR 2018 5:38PM by PIB Delhi

       Goods and Services Tax Network (GSTN) has sought the views of the taxpayers about their experience and difficulties.  A survey was conducted by GSTN on overall taxpayer’s satisfaction during the months of October 2017 & November 2017. The taxpayers for the Survey were selected at random, on the basis of their most recent activity, on the GST portal. The Survey was not conducted State-wise. On the basis of the Survey/ response received, suggestions / concerns were identified. The action/ steps taken by GSTN in this regard is annexed as ANNEXURE.

The aforesaid steps have improved the system and made it user-friendly. Further, the following steps have been taken to make GST system simpler for tax payers:

  • Edit facility is available in returns and other forms.
  • Offline tools for return preparation and other functionalities have been provided.
  • User manual, Video tutorials and FAQs have been provided for different functionalities which can be used by the tax payer.

Approximately 60,000 tax officers/officials of Central/State Government have been trained so that they can assist taxpayer and resolve their queries/grievances and train them on various functionalities.

 

 

 

       ANNEXURE
    
Sl.No.Suggestions/Concerns Action/steps taken by GSTN
 Thereweregaps   inVideo tutorials and Webinars are being conducted on
 general   understandingregular basis by GSTN. Help on portal has also been
 oftheelectronicenhanced  and  language  in  text  scripts  are  being
(i)processes for complyingcontinuously monitored and amended as the case
on GST Portal (Specificmay be for better understanding. 
  
 technicalIssueslike   
 Digital signature related   
 problems etc.)     
 Helpdesk is not able toTrainings are arranged for all helpdesk agents by
(ii)respondtoproblemsGSTN regularly. Periodic refreshers are also being
 effectively.   held.  
      Preview facility, offline tools assist the taxpayers in
      avoiding mistakes. Reset functionality for GSTR-3B
      was introduced in October 2017 and thereafter for
      GSTR-4 (Composition Taxpayer Return).
(iii)Mistakesin returnData for GSTR-1 can be amended in subsequent
cannot be correctedmonth’s GSTR-1 through amendment table.
 
      GSTR-3B values of turnover, tax, and ITC can be
      adjusted in subsequent month’s GSTR-3B
      One click nil return filing has also been introduced.
      Multiple enhancements have been undertaken which
      has improved the overall site performance. On 20th
      Feb 2018, 17.97 Lakh returns were filed along with
 Site  performancebeing6.9 lakh payment transactions on the GST portal.
 Evenat this load, server utilizationwas less than
(iv)slowandhasmultiple
30%.  
 problems     
    The software has been further tuned to increase the
      
      number  of  logged  in  users  and  now  1,50,000
      taxpayers can transact and function on the portal at
      the same time. 
 ContextualhelpnotGST System has introduced contextual help of all
 GSTrelated   transactions   likeRegistration,
(v)available.Errorsare
Payments, returns etc. This however, is a continuous
 generic and non-intuitive
 process. 
       
      The number of agents has been increased to 520 and
      GSTN has also introduced a dedicated Grievance
 It is extremely difficult toRedressal Portal that navigates a taxpayer to specify
 the problem in a focused manner. This has reduced
 reach helpdesk. It takes
(vi)generic emails which had a tendency to incompletely
a long time to respond to
 and ambiguously describe the problem. A suggestive
 issues escalated 
  help text is also displayed on the screen when the
      
      taxpayer is narrating the problem on the grievance
      redressal portal. 

This was stated by Shri Ship Pratap Shukla, Minister of State for Finance in a written reply to a question in Lok Sabha today.

 

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