“e-Service”: A paper service with a website attached

Sri Lanka's Inland Revenue Department (IRD) is facing criticism for its inefficient and frustrating e-service registration process. Despite a website that lists contact details for every official, callers are met with unanswered phones and undirected transfers. Even the Department's hotline, designed to avoid such issues, leaves callers frustrated and confused.

The Deputy Commissioner General of Customer Service & Promotion (DGCSP) did respond promptly to an email, but the Assistant Commissioner of the Consultation & Promotion Unit (CSP) required additional documents before providing a Tax Identification Number (TIN) and temporary PIN. However, four days later, the same individual issued a conflicting email, leaving the individual without clarity.

The individual received two contradictory replies, each unaware of the other's actions. This lack of coordination has been labeled as "sub-optimisation" in management studies, where parts of an organization work well in isolation while others duplicate or contradict their efforts. The individual had to physically visit the IRD on the second floor, where they were met with long queues and polite but insufficient assistance.

The individual was required to bring additional documents in person, despite having already provided some electronically. The IRD's multiple counters and officers are intended to handle simple processes, but the system's inefficiencies have created a cumbersome experience for taxpayers.