- Islamabad’s Excise & Taxation Department serves as a pioneering example of how digital transformation can overhaul public service delivery, with reforms spanning from biometric vehicle verification to innovative pandemic responses.
- Leveraging partnerships with various entities like NADRA and the Ministry of Health, the department has maximized its operational efficiency and expanded its scope to include public health advocacy, setting a benchmark for holistic governance.
- The department’s forward-thinking use of data analytics and commitment to customer service not only resolve age-old bureaucratic inefficiencies but also pose a challenge to governmental bodies worldwide to reimagine governance for the 21st century.
In an era marked by bureaucratic inefficiencies that often stifle national progress, Islamabad’s Excise & Taxation Department is setting a new standard for public service through its sweeping digital transformation–thanks to Bilal Azam, director of Excise and Taxation Islamabad. These comprehensive reforms, which span from biometric verification to door-to-door services, underscore the department’s evolution in meeting the modern demands of governance.
Credit goes to Bilal Azam’s leadership qualities as well as his techniques to utilize technologies in an efficient way that the Islamabad Excise Department set a new record by collecting over Rs19 billion ($112 million USD) in tax revenue during the 2021-22 fiscal year, marking a 72% increase over the previous year.
Director Bilal Azam attributed this significant surge to the integration of technology in tax collection processes and effective leadership from Deputy Commissioner Irfan Memon. Over the last five years, the department has seen a 300-fold increase in tax collection, from Rs5 billion to Rs19 billion. The department also contributed Rs6 billion to the Federal Board of Revenue. The achievement underscores the impact of technological advancements and robust governance on revenue generation.
Transforming Vehicle Transfers with Biometrics
A seminal reform has been the introduction of the Biometric Verification System, aimed at eliminating fraudulent vehicle transfers. In collaboration with the National Database and Registration Authority (NADRA), the system decentralizes the verification process, significantly boosting both the number of vehicle transfers and generating a revenue surplus of over one billion rupees.
Prioritizing Customer Service in the Public Sector
The online appointment system is an exemplary practice that Western bureaucracies might do well to observe. Eliminating the often excruciating wait times, the system offers a customer-centric approach that is groundbreaking in the context of governmental services.
Agile Governance During the Pandemic
The department distinguished itself with a door-to-door vehicle registration service in response to the COVID-19 pandemic. Launched in collaboration with NADRA, this initiative attests to the department’s adaptability and innovative spirit at a time when many governments were faltering in basic service delivery.
Streamlining Payments in the Digital Age
The introduction of the “City Islamabad” digital payment system eliminates the long-standing hassle of queues for paying road or token taxes. This is not merely a logistical achievement but a leap forward in modernizing financial transactions within government systems.
Public Health and Welfare Initiatives
Moreover, the department has expanded its remit beyond mere taxation, working in concert with the Ministry of Health on anti-tobacco campaigns. This underscores the department’s broader role in public health advocacy, hitherto a neglected aspect of its mandate.
Far from operating in a silo, the department has maximized its effectiveness through strategic partnerships with entities like NADRA, the Ministry of Health, and the Security Exchange Commission of Pakistan. These collaborations have deepened the impact of its various initiatives, aligning them with international best practices.
An innovative partnership with Islamabad Police has led to the creation of the 15 Desk, which seamlessly integrates law enforcement with taxation services. This is an unprecedented move that sets a new standard for integrated governance.
Accessibility for All
The department has shown foresight in making its services accessible to individuals with varying literacy levels, ensuring that the digital transformation doesn’t exacerbate social inequalities.
The department’s handling of non-custom paid and stolen vehicles—an operation that recovered more than 221 vehicles—exemplifies not just law enforcement but superior crisis management, marking another feather in its cap.
The Power of Data Analytics
Integral to these reforms is the smart utilization of data analytics, whether in tax collection or vehicle inspections, indicative of a forward-thinking governance model.
The Future of Public Service Governance
While challenges inevitably persist, Islamabad’s Excise & Taxation Department offers more than just an exemplary case study; it poses a challenge to bureaucracies globally. It serves as a roadmap for a practical, efficient, and responsive form of governance that transcends policy papers to become a tangible reality for citizens.
In conclusion, if such a transformation can occur in Islamabad, one is led to ask: What inhibits other governmental departments from achieving similar overhauls in service delivery?