The Research On Improvement Of The Taxation Service Hotline 12366 Operator’s Performance Appraisal System

The 12366 tax service hotline is the exclusive service phone of tax departments to provide tax consulting services in China. Since 2001 its official opening, the 12366 hotline has become one of the most important communication modes of tax service with high usage rate. However, the 12366 hotline still faces serious problems, such as uneven qualities of operators and unstable team spirits that cause low-satisfactions from taxpayers. In order to improve the quality of tax service, the tax department has undertaken a number of performance appraisals for tax authorities and tax officials including the 12366 Call Center and the service hotline staff, while for short-time implementations and non practical experiences current performance appraisal has the following defects like the assessment subject is not comprehensive, the assessment indicators are short of scientific proofs, these can not scientifically evaluate the performance of department or individual and reach the purpose of performance appraisals to the tax service improvement.In academia, the domestic and overseas scholars have done a host of researches about the performance management and the tax authorities. According to the present articles, in terms of the researches about the performance management and appraisal of the public department and the tax authorities, the foreign scholars have done more comprehensive than what the domestic scholars have done. Our scholars’ researches stand from the point of the performance appraisals of the tax authorities. They have done fewer researches about the performance appraisal of tax officials. Most of these researches notice less on performance appraisals of tax officials, especially on one station of tax officials, or they put forward the solution of improve the performance appraisal only though one assessment methods, seems comparatively conservative and ossification. Therefore, the positive exploration and research of tax departments’performance assessment has a significant impact for tax services improvements and to improve the quality of work of the service hotline staff, and obtain the real evaluation data of the tax departments and tax officials. This paper mainly study the feasibility study of the appraisal model of 360degree +KPI performance evaluation model, and intercept the advantages of the 360degreed evaluation method and KPI. Taking the Guangxi 12366 Call Center as an example, propose that taking the performance appraisals to service hotline staff of the Guangxi 12366 which based on the 360degrees +KPI performance appraisal model can adapt the organization of the Guangxi 12366 Call Center, and collect the comprehensive, scientific performance appraisal information of service hotline staff, and to improve the performance of the service hotline staff.This paper firstly analysis the main content of the Guangxi 12366 Call Center performance evaluation, secondly put forward that now the problem of the Guangxi 12366 Call Center performance evaluation, including unclear target, incomplete examination, unscientific dimensionality, non guided indicators, unreasonable evaluation mode and insufficient result usage. And finally this paper puts forward solutions including four aspects. One is change to services-oriented concept and form the service-oriented organization culture; tow is perfect the key elements of the performance appraisals, including clear assessment target, adding the assessment subject, pick up the performance evaluation index which have orientation, to form reasonable evaluation mode and sufficient result usage; three is structure the technological 360degrees+KPI assessment process; four is set up and perfect performance appraisal with matching systems like the pre-test training system, the secrecy system, the process of communication system, the result of the appraisal interview system and perfect the promotion system and pay system of civil servants in our country.The 360degrees +KP performance appraisal model which can assess the service hotline staff of The Guangxi Tax 12366 Call Center in a fair manner, and it will improve quality and the efficiency of service hotline staff and provide strong support for the tax services improvement.