Sitharaman stresses citizen-first approach in tax administration

PUBLIC TRUST| Empathy, integrity to define better governance

Finance Minister asks tax authorities to reduce delays, ensure fairness and deliver timely services, reinforcing confidence in institutions nationwide

FPJ News Service MUMBAI

Union Finance Minister Nirmala Sitharaman on Sunday urged Income Tax officials to make public service more responsive and citizen-friendly, calling on them to exercise their authority with empathy, integrity and sensitivity while ensuring people receive timely services without unnecessary delays.

  Addressing officials after inaugurating Aayakar Sindhu, the new 13-storey Income Tax office at Nariman Point, Sitharaman said the experience of securing permissions and removing encroachments before construction offered valuable lessons on the challenges faced by ordinary citizens dealing with government offices.

  She said officials should use their authority to simplify processes rather than force people to move from one office to another for legitimate work. Clarifying that she was not advocating any relaxation of rules, Sitharaman stressed that citizens should receive their rightful services efficiently and without avoidable hurdles. Reflecting on the long journey leading to the completion of the building, she noted that obtaining approvals and clearing encroachments required sustained coordination among multiple government agencies. Such experiences, she said, underscored the importance of responsive administration and timely decision-making. Officials should always remember that delays in processing applications or granting approvals can create unnecessary hardship for individuals and businesses alike, she added.

   The Finance Minister also expressed concern over illegal encroachments on government land, describing them as evidence of administrative complacency. She urged departments to protect public assets proactively and complete infrastructure projects without delay.  She also highlighted the importance of providing modern infrastructure and a supportive working environment for tax officials, saying efficient public service begins with well-equipped institutions. 

  Adequate office space, residential facilities and timely administrative support, she said, would enable officials to perform their responsibilities more effectively and focus on delivering quality services.  

   To improve working conditions, Sitharaman assured officials of support in securing land for offices and staff housing, expediting approvals and facilitating transfers of government land wherever required.

   Calling integrity the foundation of public service, she urged every official to uphold transparency, accountability and fairness while building a tax administration that earns public confidence through efficient, ethical and people-centric governance.