, (~ , ~Q ~ ,~ ./ ( I ; , * • . '1 -~'/ """= GOVERllMENT OF ~ ~ ~(Formw) 1l5T4>1....m"l, Q. ~ OFFICE OF TIlE COIIMISSIOJIER OF CUSTOIIS (PREVENTIVE) : , tp)('IttSIOI, 'i'ftl:rni'ffi, 10m ~~, ~tfl l t. *~ . ij)'1n

PubJlc Notice No_ 05 /2015

Sub: -Implementation of Sevottam Project to deliver excellence in service delivery at Commisaionerate of Customs (Preventive). W.B .• Kolkata-reg.

The Central Board of Excise and Customs (CBEC), New Delhi, is implementing the SEVOITAM project to deliver excellence in setvice delivery to its tax payers. The system serves the premise that certaiQ,ty of applicable tax. and procedures flows into assesses voluntary tax compliance. The voluntary compliance lowers the 'cost of collection' with fewer resources allocated to- .(COntrol tax evasion. leading to an efficient revenue

adminiatration. Ie -this- -regMd ~ has taken an approach towards quality delivery

through busines90 processes ~e~engineering. Further 8 'Citizen's Charter' has been in li U~s seni:; oI§ iIlw,. t , transpSIency and accountability. SEVOTTAM is a Service Delivery Excellence Model which provides an assessment improvement framework to bring about excellence in public service delivery. The model works as an evaluation mechanism to assess the

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2. In its fourth phase of implementation of SEVOTTAM Project, the CBEC has selected Commissionerate of Customs {Preventive.}.. W.B., Kolkata. where the said SEVOTI'AM Project will be implemented from 31" March, 2015.

3. The SEVOTTAM model seeks to assess an organization (Commissionerate) on: (i) Implementation of Citizen Charter (the Citizen's Charter as formulated by the CBEe is available at the website of CBEC at http://cbec.gov.in / whoerare/ citzn· chtr.e.pdf.) . The Citizens Charter has been publicly displayed at the entrance of each of the formations, as well as at the entry gate of the Commissionerate of Customs (Prev.l. Customs House, 15/ 1 Strand Road, Kolkata-700001.

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(ii) Implementation of grievances redress system and (iii) Setvice delivery capability.

4. The following Services would be implemented under SEVOTTAM:- (i) Acknowledge all written communications including declarations, intimations, , applications and returns within 7 working days. (ii) Convey decision on matters like goods detained, bank guarantees not released or assessee needs a speaking-order etc. within 15 working days. (iii) Remit Drawback within 7 working days. .... (iv) Clear the Goods, within 24 hours for export and 48 hours for import, where the declaration relating to any consignment is complete and correct. (v) Release of seized documents if they arc not required by the department within 60 • working days if they are not required by the department. (vi) Acknowledge complaints within 48 hours and altempt to provide final replies within 30 working days.

5. Following steps have been initiated towards SEVOTTAM: We are working on each SEVOTTAM module to assess ourselves, identify gaps and

Ots",1L -&4 I Slib aniFU I LilLI. Ito I. (iii) Appointed exclusive Public Grievance officer at Hqrs and other Process Owners at Hqrs, Divi sion Offices, who are as under:- (11 Publlc Grievance Officer:

1 Deputy Pu blic Grievance

(2) Publlc Relation Omcer: SI. Officer Designation Formation No. I Sri. Sudipta Dutta Superintendent Public Relation ChoudhurY Officer

2 1 . J) Process Owners in Hqn. office Cc(PJ. W.B., Kolkata: SI. Officer Designation Formation No. I Sri. Ranjit MondaI Administrative Officer Centralised Oak / Rece_i~l. 2 Sri. Prabir Sarkar Superintendent Vigilance! Public Grievances 3 Sri. U.C. Mallick Suoerintendent Technical 4 Sri. Subrata Kumar Biswas Superintendent P& I Br. 5 Sri. Tapash Kr. Mukherjee Superintendent Drawback 6 Sri. Ashok Kar Superintendent Customs Wing

divisional heacla would be respoQ8ible for implementing

Division Assistant/ Deputy

Barasat Customs Division D.O., Sri. Arup Thakurta OPU. . , • PU, Deputy Commissioner Namkhana PU, Burdwan PU , Asansol PU, IT

Maida Customs Division (Buniadpur PU, LeS, PU, Singabad LeS, Hili LeS, PU, Malda AU, PU, Kaliachak PU, Balurghat

Division (Krishnagar PU, Jangipur PU, PP, DhuHan PU , PU,

Sri. Gyanendra

The Trade and industry is requested to take note of the above, and cooperate in implementation of SEVQTfAM. Problems, if any, in thf implementation of Sevottam, may be communicated to the undersigned so that necessary remedial action can be taken. Any suggestions are welcome at [email protected].

,.J~If( (Dr. N. K. Soren) Commissioner of Cu stoms (Prev.) CC (P), W.B., Kolkata

3 ·/-- 2015

I C.No. VIIl(48)43/CUS/P/WB/TeCh/141/S?t-y & -.(,"{ f

Copy forwarded for information and nec uaary ~tion to :

I. Shri ...... CCiPJ. W.B.. Kolkata. 2. The Chief Commissioner aCCustoms, Customs Hpuse, Kolkata. 3. The Additional Director General, Directorate General ofInspection, Customs & Central Excise, Eastern Regional Unit, C.R. Building. Bamboo Villa (4th Floor) , 169, A.J.e. Bose Road, Kolkata·700014. 4. The Deputy/ Assistant Commissioner of

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