“manthan” · 2020. 11. 12. · insights of “manthan” 2 paperless trade. in order to build...

Insights of “MANTHAN” 1

Insights of “MANTHAN”A Crowdsourcing Initiative of ICEGATE



ContentIntroduction 1

VariousCategoriesofRespondents 3

DetailsoftheRespondents 4

UserGrowth&TimeSpentonICEGATE 5

People’sOpinionaboutIcegatePortal 7

FeedbackontheDesignandAccessibilityoftheICEGATEWebsite 8

OverallExperienceaboutICEGATEHelpdesk 9

TheMaximumusedServicesofICEGATE 11

MostUtilisedPublicEnquiryUtility 12

PreferredModeofFilingMessages 13

RatingsforServicesofferedbyICEGATE 14

NewServicesExpectedfromICEGATE 15

ICEGATE2.0Overview 17


ICEGATEbelieves in providing round the clockcontinuous services to its all stake-holders,whoareapartoftheglobalsupplychaineco-system.TherealwaysexistsaneedtomaintainandenhanceitscoreITapplicationstoprovidetheseservicestopromoteadigitalcon-tact less ecosystem. The ICEGATE application has been func-tioningsince2007forprovidingvariousonlinee-servicestothetrade.Overaperiodoftime,alotoffeatureshavebeenaddedfortheuserstomaketheirfilingprocesseseasierandsimpler.AsofnowICEGATEhandles:

Recently,ICEGATEhassignedacontractwithM/sInfosysforde-signingCustoms IntegratedPhase I.AspartofCISPhase I im-plementation,ICEGATEwillberevampedtoICEGATE2.0witharangeofnewservicesandfeatures.ICEGATE2.0willbefocusedtobuildandecosystemforefficient,transparent,contactlessand

IntroductionTo promote transparency and paperless trade, ICEGATE reaches out to the key contributors of the EXIM ecosystem for regular feedback

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* Data collected as on 1st July 2020

ON ADAY IN

1050Cr.

Bills ofEntry Filed

12300 Hits receivedat ICEGATE

68Lac

Dutycollected

11700 No. of ChallansHandled

DrawbackDisbursed

25Cr.Call Servedby Helpdesk

1028

IGSTDisbursed

170Cr.ShippingBills Filed

20100

Email Servedby Helpdesk

730

HOW

SERVES YOU DAILY

ON ADAY IN

1050Cr.

Bills ofEntry Filed

12300 Hits receivedat ICEGATE

68Lac

Dutycollected

11700 No. of ChallansHandled

DrawbackDisbursed

25Cr.Call Servedby Helpdesk

1028

IGSTDisbursed

170Cr.ShippingBills Filed

20100

Email Servedby Helpdesk

730


paperlesstrade.Inordertobuildtransparency,itisveryessen-tialtoreachouttothekeycontributorsoftheEXIMecosystemsuchasICEGATEusersandconcernedcustomentitiesandtaketheirsuggestions/feedbackinconsideration.

On June20,2020, in continuationofeffortsonbuildingOpenInnovationmodel,ICEGATEtreadedonthepathofself-evalua-tionandlaunched“Manthan”,anonlinecrowdsourcingservicetoworkwiththesupplychainstakeholdersforfeedbackonthecurrent services and to seek thewish list tounderstandwhattheyexpectfromICEGATEinthecomingfuture.Theprimepur-posebehind“Manthan”istoprovideimprovedservicestothetradecommunity.

“Manthan”wasmadeavailablethroughICEGATEandCBICweb-siteforatotaldurationof21days.Takingintoconsiderationofhighusagemobilephonesthesedays,theonlinelinkwaswidelypublicizedthroughmessagesaswellascirculatedonWhatsAppgroups.Also,thequestionnaireformatwasdesignedinamobileresponsivemannerwhereintheuserswereabletoaccessthisserviceonphoneandfilltheircommentsinstantly.

15focusedareaswereidentifiedtogaugeICEGATEuser’sfeed-back.Awhoppingresponsewasreceivedfrom2315stakehold-ers.Theresponsesreceivedwereanalyzedandaredetailed inthisdocument.

ActualScreenshot

ICEGATE launched “Manthan” on 20th June with an objective to seek feedback and inputs on current and futureservices.

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Various Categories of Respondents

Response

“Manthan” covered responses from almost all the majorstakeholdersofICEGATEspanningfromGeneralPublic,IECHolderstoPartnerGovtAgencies. However,theresponsestraightforwardly displays that themaximum respondentsof the surveywere from the category: Importer/Exporter.RecentlyICEGATEhaslaunchedasimplifiedregistrationfortheIECholderstoprovidethemrealtimeinformationofthedocumentsfiled.Further,goingaheadICEGATEistryingtomakethismodulepopularamongsttheIECholderssothattheycanavailthebenefitsofabunchofservicesbeingpro-videdbyICEGATE.

The maximum number of respondents of the survey were from the category: Importer/Exporter

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Details of the Respondents

Response

ThemaximumrespondentsofthesurveywerefromMum-bai.ThesecondandthirdpositionsweresecuredbyChen-nai and Delhi respectively. The data suggests that surveywas also filled by a lot of respondents fromTier 2/Tier 3cities/townsreflectinganextensivehyperlocalreach.“Man-than”enabledresponsesnotonlyfromtheexpectedcitieslike Mumbai, Delhi, Hyderabad etc. but also from cities/townslikeDibrugarh,Kallakurichi,Tumkur,Silvassa,Murshi-dabadandPalghar.ThisshowsthattheservicesprovidedbyICEGATEisnotrestrictedtoonlymetrocitiesandweneedtocatertotherequirementsofsmallcitiestoo.

The responses were also collected from small cities/towns like Baddi, Palakkad, Navsari, Coonoor and Daman

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User Growth & Time Spent on ICEGATE

Response

User’s Growth:The data shows that the number of new users atICEGATE is high. With two probable reasons vizenhancedtradefacilitationsmeasuresandeaseofusingICEGATEportal,itcanbeobservedthattheuserbaseofnewentrants is significantly increasing. It is alsonote-worthythatwhileICEGATEiscontinuouslyengagingmorenewusers,stillthecountofveteranICEGATEusersis40%oftheentireuserbase.

The data shows that the number of new users at ICEGATE is high

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The result of the survey shows that majority of ICEGATE users utilize portal for less than an hour

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Time Spent on ICEGATE:ThedatashowsthatthemajorityofICEGATEusersutilizeportalforlessthananhour.TheresponseshowsthatalltherequiredjobsforaparticularuseriscompletedonICE-GATE’swebsiteinlessthananhour.Thisincludesfillingofmultiple jobs forBE/SB,uploading the supportingdocu-mentsone-Sanchit,paymentofduty,checkingstatusofBE/SBwithinaCustomLocationaswellasitsmovementto theexternal stakeholders likePGAs,DGFT,GSTN,RBIandPFMS.

Response


88% of the users gave positive votes for ICEGATE portal

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A user portal is the insignia of anorganizationthroughwhichonecanunderstandhowuser-eccentrictheorganizationis.Auserportalisalsolike a user’s home for all requiredinformationrelatedtotheorganiza-tionanditsservices.Withthefeed-back, it is evident thatmajority ofICEGATE users seem very satisfiedwiththeICEGATEportal.Therehasalwaysbeenanacute focuson re-vamping theportalwithmoreandmoreuser-friendlyinitiativeswhichhasnowresultedin88%oftheus-ers giving positive votes (rangingfromExcellenttoGood)forICEGATEportal.

People’s Opinion about ICEGATE Portal

Response

A special emphasis has been spelled out for‘Dashboards”inCISPhaseI.ICEGATEwillbede-signingaDashboardwith360degreefortheuser,whichcanbefurthercustomizedbytheuserasperhis/herrequirements.


Effectivenavigation

User friendly interface

Accessibility to all users

Well planned information architecture

Well-formatted content that is

easy to read

Web-page speed

Browser consistency

Good error handling

The design and accessibility of ICEGATE web-site has received a phenomenal feedback with88% positive votes. The satisfying response onwebsite solidifies and appreciates the timeto time UI and UX level upgrades of ICEGATEwebsite.

Feedback on the Design and Accessibility of the ICEGATE Website

Response

InCISPhaseI,ICEGATEwilltrytodoabenchmarkingwiththeexistinginternationalcustomswebsites(NewZealand,USA,AbuDhabietc).Focuswillbetomakethewebsiteintuitivewhichcanguidetheuserforaservice.AtICEGATE,weenvisagetoupgradethewebsiteswithbelowkeyfeatures:

ICEGATE website has received phenomenal feedback with 88% positive feedback

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Overall Experience about ICEGATE Helpdesk

Response

Around 85% of ICEGATE users have rated ICEGATEHelpdeskwithpositivevotes. ICEGATEhelpdeskwillbesharpenedmorewithbelowkeyareasathighestattention:

Around 85% of ICEGATE users have rated ICEGATE Helpdesk with positive votes

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Long wait to get connected: Thefeedbacksuggest-edthatthetimetogetconnectedtoHelpdeskagentishigh.ICEGATEunderstandsthatIVRsystemthatisannoyinganddifficulttonavigatecanmaketheuserextremelyhostileandcanseriouslyaffectusersatis-factionindex.ICEGATEwillworkforasimplifiedIVRsystemtominimizethewaittime.Newtouchpointslike Chatbot andWebhelpwill also be provided totheusers.


Helpfulness/Attitude of Helpdesk agent: Lack of politeness and professionalism incommunicationcaniratetheusertothepointofhangingupandbringinguptheissuetoso-cialmedias.Hence,communicationandinter-personalskillswillbegivenapivotalfocusinICEGATE2.0

Response

Appropriateness of the solution: ICEGATE understands that guiding usersincorrectlydueto lackofprocess/domainknowledge and blaming departmental si-loswillplummetuserexperiencetoaveryhighlevel.Thehelpdeskagentswillbeim-partedcomprehensiveknowledgethroughcontinuous learning plans and will havezero-toleranceontechnicalknowledgede-ficiencies. WithCRMtools inplace,help-deskagentswillhaveenhancedknowledgebaseandhistoricaldataofICEGATEusers.


The Maximum used Services of ICEGATE

Response

Userswererequestedtoprovidetheir inputsonthecom-monlyusedservicescurrentlyprovidedbyICEGATE.Thedi-agramvividlyandnumericallydisplaysthatE-Paymentser-vicegotthemaximumvotesbytheICEGATEusersanditisthehighestusedserviceatICEGATE.ThesecondmostusedserviceisthePublicEnquiryservice.

WithICEGATEusersutilizingE-Payment24*7*365services,theveryprimaryroleofICEGATEtofacilitateandcollectIn-direct taxes is fulfilled.Also, thisbeing themostlyutilizedservice, it becomes one of themost essential services ofICEGATE. Sensing the gravity of this service even before“Manthan”, ICEGATE had initiated an e-Payment Project.Thisnewmoduleisdesignedinamannertokeepitapplica-tion agnostic, scalable andAPI driven.

Asofnow,thisplatformisbeingusedforcollectionofpaymentsof Service Tax and Excise for the challans being generated byACESGSTteam.Recently,itgotintegratedwithSEZonlineSys-temforcollectionofCustomsDutyaswellasIGSTforsuppliestoDTA.Incomingfuture,collectionallCustomDutypaymentsistobeshiftedtoit.OtherthanICESapplication,itcanbeleveragedtocollecttaxesforECCS,IPRaswellasAtithiApplications.

E-Payment service got the maximum votes, followed by Public Enquiry service as the maximum used services of ICEGATE

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ThehighestusedutilizedserviceunderPublicEn-quiryservicesis“Document Status”. Thesecondhighest utilized service at ICEGATE is “Challan Enquiry”.

Sincekeepingatrackthrough“DocumentStatus”isthemostutilizedservice,aprimefocusmustbecontinuouslygivento refinethis service further-more.

Accordingly,ICEGATE2.0willbebuildinga“Dash-board” which will be updated instantly therebygoingawaywith theenquiryapproach.Thiswillenableusers to get all the required informationononewindowandwouldnotberequiredtotog-glebetweenmultipleenquiries.

Response

The highest used service under Public Enquiry services is “Document Status”. The second highest utilized service at ICEGATE is “Challan Enquiry”.

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Most Utilised Public Enquiry Utility


Withthefeedback,itcanbeidentifiedthatthereisEqualWeightagetowardsmessagefilingthrough‘Emails’and‘WebUpload’. InCISphaseI, ICEGATEwillbeprovidingAPIIntegrationcapabilities,aswellasofflineandonlinewebformstothestakeholders.

Preferred Mode of Filing Messages

Response

Respondents gave equal weightage towards message filing through ‘Emails’ and ‘Web Upload’

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Ratings for Services offered by ICEGATE

Ratings (1 to 5) given by respondents helped to understand individual performance of each service offered by ICEGATE

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With “Manthan”, an experience based responsewas re-quested from ICEGATE users on important services likeE-payment, E-Sanchit, JobuploadandRegistration.Withratings ranging from1 to5, the ICEGATEusers respond-edhowconcerns for thesemajormodulesare resolved.Thishelpedtounderstandindividualperformanceofeachservice.Formajorityoftheservices,numerically,itcanbeconcludedthattheaverageresponseissatisfactory.How-ever,thescopeofimprovementisthoroughlyanalysedforeach concern/service andwithAPI driven approach andOpenShiftArchitecture,ICEGATE2.0willminutelyaddressalldelay/slowness/update/submissionconcerns.

Response


New Services Expected from ICEGATE

Withtheadventof4Gandcheapersmartphones,In-dia’sobsessionwithMobileApplicationshas shotuprapidlyinrecentyears.Between2016and2019,therewasanearly200%increaseinappdownloadsinIndia,thehighestintheworldbyalongshot.Thisdatasta-tisticsissynchronoustotheresponsesofthesurvey,asMobileapplicationsbecomethemostdemandedser-vicesfromICEGATE.Withtherolloutof ICEGATE2.0,themostpreferred touchpoint–MobileApplicationswillalwaysbegivenparamountfocus.

ICEGATE has been continuously making efforts to smoothen EXIM processes and is determined to benefit citizens with more and more technology enabled and user-friendly initiatives

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” Response


TheDashboardsworkonthemechanismof“Ataglanceinformationatthehitofaclick”andhenceDashboardshavebecomethesecondmostexpectedserviceofICE-GATE.

Otherthanthelistedservices,CISPhaseIwillfocuson:

Knowledge sharing community portals and en-hancedSocialMediatouchpoints.

Enhanced customer grievance redressal usingtechniqueslikechatbotandWebhelp

ServicesdeliveredwithtightlyboundSLAs

IntegratedHelpdeskforvariousagencies

RedesigninganddevelopingICEGATE2.0

Dashboards have become the second most expected service of ICEGATE

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ICEGATE 2.0 Overview

Custom Integrated System (CIS) would be a com-pletelynewplatformbasedonrobustandscalableSOAprinciples,open integrationframework, lever-agingmicroservicesbasedsynchronousintegration,tomaketheCustomsClearanceprocessesseamlessandmoreefficientwithafocustoreducethedwelltime.CISwouldhaveawell-governedEnterpriseAr-chitectureplatformwithamodulardesign,therebyfacilitating better agility, while addressing the us-abilityandsecuritynecessitiesofthenewapplica-tion/platform.

ICEGATE 2.0 intends to provide pathbreaking benefits to the trade community as it will be enhanced with new technologies

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FEATURES OF ICEGATE 2.0


ICEGATEbelievesthatthebestwaytopredictthefutureistocre-ate it.AspartofCustoms IntegratedSystemPhase I– ICEGATEapplicationwillbe transformedasanewavatarof ICEGATE2.0whichwillprovidepathbreakingbenefitstothetradecommunity.

COURSE OF ACTION ON “MANTHAN” WITH ICEGATE 2.0



Contact UsDirectorateGeneralofSystems

1stFloor,CRBuilding,IPEstate

NewDelhi-110002

The ICEGATE 24X7 Helpdesk FacilityTollFreeNo:1800-3010-1000

Writetous:[email protected]

“manthan” · 2020. 11. 12. · insights of “manthan” 2 paperless trade. in order to build...

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