A Preliminary Study On The Process Reengineering Of The Government Call Service

Currently, the government call service is in the boom. There are 12333,12319,12345,12315,12312,12366 and other government call centers. 12366 taxation service hotline established by the State Administration of Taxation is a nationally unified taxation service number. At present it plays a very important role in the construction of the taxation service system in the taxation authorities at all levels in the country. Taxation service hotline 12366 in Tianjin Local Taxation Bureau was founded in 2009, officially used in 2010. It provides nine services, including tax-related consultation, tax-related inquiries, taxation relief and so on to the public and taxpayers through seven means, such as telephone, text, web, mail, fax, on-site service. With the popularity of the taxation service hotline 12366, taxpayers have stronger aspirations to get help through 12366. Faced with the high call loss probability and low closure rate in hotline 12366, the author analyzed and reengineered the process of taxation service hotline 12366.The government call center is a public service platform, highly dependent on information technology. Based on standardized process, many quantifiable indicators and clear definition of the products, the author took the process reengineering of taxation service hotline 12366 for example, applying the business process reengineering theories and methods, and explored the process reengineering of the government call services.To fully demonstrate the 12366 process reengineering practice, the author reengineered and analyzed the organizational structure and business process of taxation service hotline 12366 in Tianjin Local Taxation Bureau. With empirical analysis, quantitative analysis, qualitative analysis, interviews and other analytical methods, the author deeply analyzed the current business process, operating performance and information technology strategy of taxation service hotline 12366 in Tianjin Local Taxation Bureau. Grasping the irrational factors of the business process and technology, combining the application of information technology and the theories and procedures of business process reengineering, the author designed the implementation steps of 12366's process reengineering, came up with the detailed new process design and effectively implemented some steps, which, to some extent, laid a business and technology foundation to further improve the consultation quantity and process efficiency of taxation service hotline 12366 in Tianjin Local Taxation Bureau.