F. No.12 /Member [IT]/2017

MINISTRY OF FINANCE

DEPARTMENT OF REVENUE

CENTRAL BOARD OF EXCISE & CUSTOMS

Date: 19th December 2017

To,

All Principal Chief Commissioners/Principal Director Generals/Chief

Commissioners/Director Generals/ Principal Commissioners/Principal ADG/

Commissioners/ Additional Director Generals

Subject: User experience on GST-ACES

Based on the feedback from the field formations with regard to the user experience for the CBEC-GST application, intense efforts are underway to bring about the required changes to improve the following areas, urgently:

1.      Log in to AIO

2.      Log in to applications

3.      Navigation in the GST application

4.      Report generation from the MIS module

5.      Printing of Reports.

B.      In order to monitor these aspects, you are requested to kindly take feedback from the users on a daily basis and report the same in the form of a weekly report [as per enclosed format]. This will help in taking the requisite corrective action with an aim to resolve the issues to the satisfaction of the users.

C.      Any short coming on the above five parameters should be flagged and reported to the resident engineer, the Wipro hand-holder and the TCS resource. (The details of the resources have been shared in annexures to letter dated 11th December 2017: "Advisory on AIO functioning, connectivity issues- reg", F.No.12/Member [IT]/2017. The same is available at www.cbec.gov.in).

D.      We are hopeful that these fundamental issues which are the building blocks for providing public services on a digital platform by CBEC will be resolved at the earliest, with constant and vigilant monitoring.

Yours faithfully

                   

( S.K.Panda )

Member (IT), CBEC

Encl: As Above

Weekly Report for User Experience

The first Report to be sent on 1st January 2018 for the performance during the period 26th to 29th December 2017;

The second report to be sent on 8th January, for the performance during the period 1st January to 5th January 2018;

The third report to be sent on 16th January, for the performance during the period 8th January to 12th January 2018.

These reports may be sent by email to with a copy to [email protected][email protected] , [email protected] ,

The user experience should be graded on a scale of 1-5:

1= satisfied with the performance 95%-100% of the times accessed.

2= satisfied with the performance 90% - 95% of the times accessed.

3= satisfied with the performance 85% - 90% of the times accessed.

4= satisfied with the performance 80% - 85% of the times accessed.

5= satisfied with the performance Below 85% of the times.

The report should be generated from each Range, Division, Commissionerate and aggregated at the Zone level.

Name of Range
Sl No	Parameter of User Experience	Grading
1.	Log into AIO
2.	Log into Applications
3.	Navigation
4.	Report Generation
5.	Printing of Reports

Name of Division
Sl. No	Parameter of User Experience	Grading
1.	Log into AIO
2.	Log into Applications
3.	Navigation
4.	Re ort Generation
5.	Printing of Reports

Name of Commissionerate
Sl No	Parameter of User Experience	Grading
1.	Log into AIO
2.	Log into Applications
3.	Navigation
4.	Report Generation
5.	Printing of Reports

Overall experience in the Zone
Sl No	Parameter of User Experience	Grading
1.	Log into AIO
2.	Log into Applications
3.	Navigation
4.	Report Generation
5.	Printing of Reports

User experience monitoring required for GST application; weekly graded reports and escalation for operational issues. Mandates daily collection of user feedback on five parameters of the CBEC-GST application and submission of consolidated weekly reports by Range, Division, Commissionerate, and Zone. Requires use of a defined grading scale to quantify satisfaction and mandates flagging and escalation of shortcomings to the resident engineer and vendor resources for corrective action.