The Research And Design Of The Taxation Service Hotline

The state administration of taxation had promoted the logo "12366 tax service hotline" and the slogan "12366, a way of tax service audible" among the national tax authorities normatively. It issued a tax service specification(Trial) to put forward relevant requirements and point out the service content of the “12366 tax service hotline”.Taxpayer Service is floorboard of services and measures that the tax authority provided to taxpayers normally, comprehensively, conveniently and economically in accordance with the provisions of tax laws, tax administrative rules or regulations in the process of taxpayers to fulfill its obligations to pay taxes in accordance with the law and exercise their rights.The project designed to help the Jilin local tax system to complete the following key tasks:(1) It implemented the requirements of the State Administration of Taxation on building a 12366 business platform.The whole platform is built to strengthen and improve the current tax service work. The platform was used to solute two types of rigid requirements: the taxpayers can use this platform to accept all invoices content services; tax administrators could improve the level of tax services through improving business processes.(2) It improved the old customer service process and the customer service environment through building the platform.The old ordinary landline customer service processed into automatic speech access procedures. The old tax system only set up individual stations, as the local taxpayers telephone service platform, mainly has the following disadvantages: service personnel shortage; customer service standards are not unified; low artificial circulation business efficiency; the incoming information management capacity is weak; service staff performance could not be unified; query of win a prize in a lottery, advice, etc. business had no information acceptance means.Through building the 12366 tax service hotline platform, completely solve the above problems. It cured the customer service standards and customer service processes, through the application of call center products. Through the design of the invoice query IVR process, the formation of the 12366 system features solved the problem of heavy invoice query task, and attracted the user to use the platform function. Through the integration of ACD, IVR, CTI, database and other modules, the overall service environment of call center was created. The electronic work improved the business efficiency, and strengthened the business management. Invoice Inquiry and the transfer of labor services and other functions not only enhance the perception of the taxpayer’s services, but also collected the large data that could not be obtained by people.(3) It optimized the system model in view of the demand distribution system.Taking into account the business development in the initial stage, the paper designed the program to use the switch to replace the voice board mode. It let the Jilin local tax to improve the follow-up business and functional development. Considering personnel and equipment with subsequent switching, it gave the configuration of the IP cyber source surplus and two kinds of interface mode. Three tier architecture(B/S/S) was used to build the entire system. The overall application of software technology architecture used J2 EE standards and norms. The client uses the browser mode, reduce the maintenance workload to the maximum extent. Application system component, can realize the dynamic function of the software to add and delete.According to the local tax office business process to establish system architecture.Through the integration of IVR server, CTI server, database server network, build a tax inclusive service hotline system. According to the existing business hardware conditions,I designed two kinds of IVR voice navigation interface call adapter method, the Webservice and the Oracle.Based on the B/S/S framework, I used the J2 EE layered architecture to design this system.I designed various types of interface of the invoice query.According to the characteristics of the tax revenue, I designed the server business logic. I planned a hardware environment to build all kinds of servers and IP address planning, used to support the running of entire system. I designed a common call setup process and invoice query IVR process, and finally I introduced the necessary conditions of the business layer.The business functions of the tax service hotline platform are as follows:(1) The taxpayer and the computer data can be regularly communicated through the CTI module, IVR module and other functional modules with the huge amount of information transmitted to the user according to user needs.(2) With the ability to automate business process, the rapid realization of taxpayer services to help themselves, rich business process scenarios, a clear idea to guide the user to access the service interface.(3) The system will be used to replace all the background communication to replace the system, the use of system environment to achieve the transfer of the work order.We will build a unified tax law propaganda, tax advisory services network for the province-level land tax system, with using the call center communication equipment the State Administration of Taxation gave, and set up specialized application server and service stations of “12366” in local, with reference to the overall plan—cooperation of National Tax and Land Tax.