FBR launches CRM, promises faster resolution of grievances

ISLAMABAD: The Federal Board of Revenue (FBR) on Friday launched the complaint management system through computerised software, through which email-based complaints would be redressed within 24 hours instead of two to three weeks period as was done in the past.

On the last day of his retirement, the FBR chairman Dr Mohammad Irshad took oath from the elected CEO of the newly established FBR Foundation, exactly on the lines of the army’s welfare institutional mechanism. It was promised that the employees’ requirement in terms of children’s education, health facilities, and construction of housing units would be ensured.

The FBR launched Customers Relationship Management (CRM) system to respond to queries and complaints of taxpayers and the general public.

“We are not as bad as people and media think about us. Pakistan’s economy is cash-based and our tax machinery is trying its level best to bring improvement. Our customer care and facilitation services are now venturing into a more responsive regime, where all queries, complaints and concerns of our valued taxpayers, will be responded to within three working days through the CRM," said the FBR chairman Dr Muhammad Irshad, while inaugurating the complaint management system at the FBR House on Friday.

He said the installation of the CRM was a great leap forward and a vast improvement on the previous arrangement which lacked a proper mechanism for tracking, categorising, and monitoring and archiving taxpayers’ complaints, which took two to three months for their resolution.

“In a very short span of time, we focused on these problems and came up with solutions that have significantly improved taxpayer facilitation,” he said.   

          Earlier, explaining major features of the CRM, FBR member information technology Nausheen Javed Amjad said that with the installation of the CRM, the number of agents in the board’s calls centre and email teams had also been increased to meet the increased demand at peak hours.

Similarly, training manuals in professionalism and courtesy, Income Tax, Sales Tax, and FED had also been prepared and staff trained in them to improve quality for calls received and emails responded.

The hold time had been reduced to 30 seconds, while 80 percent emails were being responded within 24 hours.

Due to the success of CRM, it had been introduced at field offices of FBR as well to digitally communicate with FBR (HQ) regarding software-related issues.

FBR chairman Dr Irshad had a busy day, as he launched and introduced various projects and initiatives, including inauguration of a day-care centre, newly-established conference rooms and administration of oath to Dr Saleem Ahmad Ranjha on his appointment as the first CEO of the FBR Foundation.

Earlier, he accompanied special assistant to PM on revenue, Senator Haroon Akhtar Khan who inaugurated a specially designed and constructed ramp at the entrance of the FBR House to facilitate the entry of physically handicapped visitors.

Both the dignitaries also planted saplings in the lawns of the FBR House. A newly-constructed driveway leading to the gate at the back of the FBR House to the main building was also inaugurated.

At a separate ceremony, selection of FBR employees and Revenue Division for performance of Hajj was also made through a ballot.

Later, Senator Haroon Akhtar Khan and FBR chairman Dr Irshad had a brief interaction with the media persons, whose queries about revenue collection efforts of the FBR and other economic and fiscal policy issues were answered.

Copies of the recently updated and published tax law books and brochures of FBR as well as Annual Report for the year 2016 by the Directorate General of Intelligence and Investigation Inland Revenue were also presented to media persons.