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Registration Name : eINDIA2011/AN/237
Project Category : eGov::Best Government to Business Initiative of the Year
Project Name : eServices

Details of Applicant :
Name : Ruchika Bali
Address : Unit 106/107, SDF-4 SEEPZ Andheri East
City : Mumbai
State : Maharsahtra
Country : INDIA
Zip Code : 400096.

Details of Project/Implementing Agency :
Name of Organisation : Commercial Tax Department – Govt. of Orissa and Mastek Ltd.
Address : Old Secretariat Compound,Cantonment Road,
City : Cuttack
State : Orissa
Country : INDIA
Zip Code : 753001
Name of the head of Organisation : Shri N.B.Dhal. (IAS)
Website :

Brief description of the programme/project/Initiative :
Commercial Tax Department (CTD) of Orissa State (India) is a major tax directorate, under the administrative control of the “Finance Department” and accounts for about 70% of the state revenue through administration and collection of taxes in the state. CTD is currently responsible for administration of state taxes like – Value Added Tax, Entry Tax, Entertainment Tax, Professional Tax Luxury tax and the federal Central Sales Tax. The CTD has already computerized a number of its services (through VATIS backend application developed by Mastek in 2004-05) and aimed at providing efficient, fast, simple and cost effective services to the citizens through its e-Governance initiatives. One of such initiatives is the e-services aimed at facilitating seamless interaction between dealers and sales tax department. The major activities of e-Services are online return filing, requisition and utilization of Waybill, Transit Pass and statutory CST forms and online registration, amendment and cancellation. This service, coupled with the earlier launched Electronic Payment of Taxes, empowers the manufacturers, dealers and merchants to regularly interact and transact with the Orissa Commercial Taxes Department from the comfort of their offices/homes. The Department launched the final module of the e-Services project in 2011. Mastek Ltd., a leading IT solutions player providing IP-led enterprise technology solutions to government, insurance and financial services organizations worldwide, has been instrumental in making the e-services initiative a reality by designing, developing and implementing the entire solution for the Orissa government. The solution brings about manifold benefits to the department as well as dealers and merchants. It helps do away the long queues and time spent at the Department office thereby increasing the convenience of the dealers/merchants in their interaction with the Department. It helps the department reduce total turnaround time to deliver the registration certificate, collect tax returns and identify the defaulters. This solution also reduces manual record keeping and chances of error.

Why was the project started :
It was very time consuming and painful for dealers to visit the local circle office and avail the CTD facilities such as return filing, registration and form requisition. It was also very difficult for CTD to digitize all the data provided by dealers manually leading to data inconsistency. Hence, the Department came up with this vision of e-services, aimed at facilitating seamless interaction between dealers and sales tax department.

Objective :

  1. To facilitate seamless interaction between dealers and sales tax department.
  2. Dealers can avail the major facilities sitting at home/office. CTD can get data in electronic form from dealers without multiple interventions.

Target group :

  1. Dealers, industries, mine owners, transporters of Orissa.
  2. Dealer and transporters from outside Orissa who are using Orissa as corridor for their business with different States.

Geographical reach : Any part of the globe
Date from which the project became operational : 18 November 2010
Is the Project still operational : YES

10 points that make the programme/project innovative?

  1.  The e – services initiative is an important move towards filing of indirect tax returns in a paperless format. It provides flexibility and ease to the dealer to register and file tax returns anytime during the day at their place of convenience.
  2.  The new e-Service Solution is pluggable to any commercial tax back-end system with minimum customization.
  3.  The solution is loosely coupled via XML based service based architecture, easily customizable in any industry standard platform.
  4.  The new system uses state of the art Microsoft-based open standard technology and is very flexible to plug-in with SMS gateway, payment gateway, UID or any third party echo system.
  5.  The ‘e-Waybill and e-Transit pass BAR code integration’ helped in reducing traffic at boarded state exit gates and in reducing common manual errors in making entries at exit gates on each visit. 7. e-waybill service helped in saving cost of printing waybill forms extensively.
  6.  The department officers are spending approximately 50% less time on operational issues of these services and spending more time on audits and on further process improvements. The E-Waybill and e-Transit pass are such evidences.
  7.  The distributed back-end application – having independent infrastructure at 65 locations – is centralized and made accessible from Commercial Tax Department (CTD) Head office. The department is benefiting extensively through centralized information reporting. Without the centralized system, it would not be possible to deploy e-Services and in taking the various e-gov benefits from state as well as central government. It also opened the opportunities for CTD to implement GST in the State as per the central government plan.
  8.  The new system can be further integrated with other e-governance initiatives of the State due to its XML based open architecture attribute.
  9.  Architecturally, the application and services are in a componentized way so that they can be easily integrated with each other. This architecture enables to make improvements in each of the components more rapidly and independently in the future.
  10.  The project saw whole hearted participation from the Department officers. They participated in requirement workshop; expedited the execution by speedy sign-offs; implementing robust change control process, and mobilizing dealers and internal staff on timely basis; without which it wouldn’t be possible to deploy the solution in scheduled timeframe.

List the 5 achievements of the programme/project?

  1.  Dealers’ visit to local circle office has been reduced drastically, the facilities can be availed 24*7 without fail.
  2.  The flexibility and quality of the solution helped in quick acceptance from dealers and Department employees. This buy in was quite an achievement. The number is increasing by the day.
  3.  More than 1 Lakh e-Waybill generated after launching e-Waybill facility. More than 50 thousand returns filed after launching the facility.
  4.  The department officers are spending approximately 50% less time on operational issues of these services and spending more time on audits and on further process improvements. The E-Waybill and e-Transit pass are such evidences.
  5.  The e-Waybill and e-Transit pass BAR code integration helped in reducing traffic at boarded state exit gates and in reducing common manual errors in making entries at exit gates on each visit.

List the 5 key challenges faced while implementing the programme/project/initiative :

  1.  The e-forms change frequently based on government rules. The solution developed takes this into account and is easily maintainable in this regard.
  2.  Business process reengineering was required at exit gates due to bar code interface for way-bills. CTD successfully mobilized the dealers and made some of the e-Services mandatory.
  3.  Making the new system stable is very challenging due to parallel run of old manual services/processes in the government system. CTD overcame this by making the new services mandatory for the elite dealers. The initial bugs and change requirements served rapidly due to early acceptance of the system by real users.
  4.  There were delays in required Hardware implementations from the vendor. Despite that, the project was launched successfully and within the scheduled time.
  5.  Educating customer on software development life cycle, change management process etc was a challenge. There was continuous engagement and communication between the department and the service provider which helped in understanding the needs and aspects of software development and also helped in mutual agreement on schedule, cost, and quality requirements of the project.

List the 5 points how can the programme serve as a model that can be replicated or adapted by others?

  1.  The e-Waybill facility can be used by other states where waybill are getting used for interstate transactions
  2.  E-filing facility can be used by any state to facilitate their dealers for hassle free transactions with department.
  3.  The e-CST form facility will help in future to get integrated with GST.
  4.  Search facilities which will help other state dealers during interstate transactions.

List 5 points to elaborate on the scalability of the programme/project/initiative :

  1.  More easy and simplification of process of e-Waybill approval. It’s under discussion
  2.  Simplification of return formats for e-filing. Need huge amendments in rules.
  3.  Simplification of usability of e-CST form. It’s under development

Documents publishing URL :

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2 Responses to eServices

  1. Zephyr says:

    Indeed a very good initiative and achievemnet. I have been using this site and found quite useful. Considerable save of time and efforts. Great Work.

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