Beyond Deadlines at ClearTax: Fixing Service and Operational Gaps
DOI:
https://doi.org/10.5281/zenodo.17810387Keywords:
Digital tax platforms, Peak workload, Client communication, Maker-checker, Queue management, AI triageAbstract
Digital tax platforms reduce filing friction but introduce fragility during peak seasons. At ClearTax, an internship highlighted how technical downtimes, pre-payment requirements before submission, and understaffing during surge seasons increase client dissatisfaction and rework. The managerial challenge involves building resilience through scalable infrastructure, transparent client communications, and a comprehensive control stack that stabilizes turnaround times while protecting trust. Grounded in guidance from CBDT, GSTN, and ICAI, the case proposes a staged redesign incorporating partial-payment milestones, queue management, seasonal staffing, and AI-assisted triage. These strategies aim to preserve confidentiality while improving throughput and client experience. The study recognizes implementation constraints and emphasizes the need for triangulation with local contexts to validate findings and assess fidelity.
