Indian Govt. asks Infosys co-founder not to let down taxpayers amid Income Tax portal glitches.

Finance Minister Nirmala Sitharaman nudged Infosys after income-tax (I-T) payers had technical difficulties on the new tax e-filing platform, which went live on June 7. Many others used the hashtag FM in their tweets.

In a tweet, Sitharaman asked Infosys and its co-founder and chairman Nandan Nilekani to address the complaints and “not disappoint taxpayers.”

Hours after raising concerns about tech difficulties and issues on the newly launched e-filing system, Nilekani told the FM that the corporation was trying to remedy the matter.

“The new e-filing portal will ease the filing process and enhance the end-user experience. @nsitharaman Ji, we have observed some technical issues on day one and are working to resolve them. @Infosys regrets these initial glitches and expects the system to stabilise during the week.” said Nandan Nilekani in reply to Finance Minister.

On Monday, the new e-filing site 2.0, which replaces the previous version, was introduced, with new capabilities to drastically shorten the time it takes to file income tax returns (ITRs) and issue refunds.

” The much-awaited e-filing portal 2.0 was launched last night at 20:45hrs. I see in my TL grievances and glitches. Hope @Infosys & @NandanNilekani

will not let down our taxpayers in the quality of service being provided. Ease in compliance for the taxpayer should be our priority.” Sitharaman tweeted on Tuesday morning. 

The minister’s post came after she announced the new portal, www.incometax.gov.in, calling it a “major milestone” in making the compliance experience more user-friendly for taxpayers.

Her timeline was soon swamped with complaints. Some taxpayers expressed dissatisfaction with the lack of accessibility to the tax deducted at source form.

It isn’t the first time that one of Infosys’ government sites has had problems. The business maintains both the goods and services tax network (GSTN) and the Ministry of Corporate Affairs website, both of which have been experiencing issues.

However, sources in the tax department claimed the GSTN site was different from the I-T portal. The former was a new system in which each area generated returns, tax credits, matching input credits, etc.

“This new information technology site is more of integration and enhancement of the previous system. “This was being designed for essentially merging e-filing and the I-T department’s centralised processing centre (CPC) 2.0 project,” a tax official said.

CPC, he claimed, was a back-end service, as opposed to e-filing, which is a front-end service with a higher user burden.

CPC became operational in December of last year. On June 7, the new portal was supposed to go live. The migration of all data and services to a single platform took seven days.

According to tax sources, the portal is also considering expanding the present permitted bank’s payment channel. Taxpayers will be able to file their ITRs using their debit and credit cards as well. It will also feature a centralised dashboard to view uploads and conversations shortly. Taxpayers will benefit from a new call centre that includes chatbots and movies.

The finance ministry identified 17 “areas of concern” with the Infosys-managed GSTN in 2020, including transition challenges for taxpayers in Jammu and Kashmir, Aadhaar verification, and server scalability. Other issues that the ministry had noted as unsolved were the delay in supplying software to prevent non-filers from generating e-way bills.

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