Page 1 of 20 Importance of Digital India in improving efficiency for delivery of services to clients of Indirect Tax Administration – Lessons learnt overseas for implementation in India. Prepared by Pawan Kumar Sinha (Group-leader), O.P. Dadhich, Vimal K. Verma, M. Srinivas, K. Anapazhkan Synopsis The )ndirect Tax Administration has laid down Citizenǯs charter and built a system of delivery of various services in a time bound manner. The rapid incorporation of electronic processes have enabled the Administration to consolidate its e-governance initiatives, which promotes delivery of services in digital forms, besides other services which is facilitated by electronic platforms. The ǮDigital )ndiaǯ program of the Government of )ndia aims at rapid development of digital/electronic infrastructure, improving universal access through Information and Communication Technology and digital empowerment of citizens, which necessitates re-defining delivery of services to ensure clientsǯ satisfaction and adapt to the new paradigm of collaborative digital platforms for participative governance and portability of entitlements through cloud. The Group framed a few research questions, namely, Extent of the use of digital delivery of service, areas and extent of digitization of their business processes, data warehousing and retrieval for delivery of service, status of IT Infrastructure, the way capacity building of human resources undertaken and the level of preparedness of stake holders/clients before undertaking study in USA and Canada. The Group, enriched by international exposure to emerging practices elsewhere, found limited answers to the questions and also observed that large number of digital services used by other tax administrations is already being implemented in India. However, the Group explored the possibilities of implementing in India two new This working paper is the outcome of research and studies in India, USA and Canada, where the group visited as part of the Mid-Career Training Program [Phase-V] of National Academy of Customs, Excise and Narcotics, Central Board of Excise & Customs (Ministry of Finance, India)