Study On Construction Of 12366 Tax Service Platform Of Jiangxi Local Taxation

As the current one of the three largest tax service platform of tax service hotline12366,it has advantage of convenient and quick service,become the tax authorities to improve the quality of tax service,an effective way to reduce the service cost.Jiangxi local taxation since 2011 to build 2011 service hotline,according to local actual and nanchang of jiangxi province local taxation bureau office,human resources,management,and other aspects of advantages and nanchang tax the characteristic of the large number and the total revenue of the province,determine to "ShengJu led,nanchang to undertake,various cities to participate in,the provincial focus" of mode carry on construction of jiangxi local hotline 12366 12366 tax service call center,in reference to other provinces and municipalities brothers unit on the basis of the advanced construction experience,relying on the nanchang city bureau pays special attention to hardware construction,scientific rigorous hotline management system,in conjunction with ShengJu law office pays special attention to the construction of knowledge base,vigorously strengthen the construction of the hotline team hot line construction work smoothly in May 2012.Jiangxi local taxation service hotline 12366,because of the call center establishment has not yet been formally approved,call center affiliated ShengJu tax service,temporarily with the consulting business dept and comprehensive management,information vico three departments,managers with seven,15 center reclined at the table,and 32 remote seats,funds allocated by the jiangxi provincial local taxation bureau,the nanchang city bureau in daily management.The early opening of the tax-related queries,policy advice,Suggestions and opinions to accept five business,tax related reports and complaints to report,taxpayers call in principle is unified by the center seats,when full center at hotline,the system automatically according to the telephone number belongs to turn into the remote sat down to answer.For the 12366 hotline set up the brand image,establish hotline become the preferred way to solve the problem of tax-related taxpayers,jiangxi local tax through a sound management system,standardization,standardization and institutionalization of implement,promote knowledge base construction,to build up the scientific and orderly hotline management mechanism;Through the implementation of traffic quality real-time monitoring,to carry out systematic traffic quality inspection,intensify was reclining at the table of remote management and examination,standardize the day-to-day management,detailed assessment indicators,improve the remote at qc sampling proportion,ensure the quality of the hotline service;Through strengthening business training,constantly improving the level of seat business and service,strengthening the incentives,improving the enthusiasm of the seating work,andbuilding a professional hotline service team;Through the integration of service resources,perfect the service platform,to carry out the taxpayers demand and satisfaction survey,in order to strengthen the management of complaints to report,deepen the taxpayers' rights and interests protection measures such as,innovation the hotline service mode.After more than six years of operation and management,jiangxi local tax service hotline 12366 to deal with traffic,a total of 492469 times the network real-time online consulting,a total of 15912 times push WeChat 664,administrative opinions suggest that 673,673,taxpayer rights complaints collected 832 hot difficult problem,at consulting solution accuracy,timely rate of 92.83% and 91.27%,line connection rate 94.88%,satisfaction rate of 99.76% satisfaction evaluation system,tax service hotline 12366 has become a piece of land tax service work in jiangxi golden signboard.But with the general taxpayer is growing and changing tax demand,compared with the hot line operation management,compared to more mature economically developed provinces and cities of jiangxi local tax 12366 also obvious difference,such as the number of traffic,service quality is not high,consulting reply accuracy,timeliness is poorer;The team construction is unstable,the personnel is large,the overall quality is not high;The management level is not high,lack of scientific and reasonable performance appraisal system and incentive mechanism;The hotline functions as a single,failed hotline to communicate the positive role of tax authorities and taxpayers,providing valuable information for managers and decision-makers.In order to further promote and perfect the jiangxi local tax 12366 service platform construction,this article from the public human resource management and public service performance management perspective,in combination with the practical situation of jiangxi local tax,combination of theory and practice of feasible scheme is put forward,with reference to the state administration of taxation and other developed provinces 12366 service hotline management experience,combined with the characteristics and conditions of jiangxi local tax,from the operation and management system,establish and improve the hotline platform is rich,perfect the hotline platform function,strengthen the construction of hot line service team,fully support hotline platform construction four aspects,put forward improvement measures and Suggestions of the future management and development,to promote the development of jiangxi local hotline 12366 platform,thus improving the quality of jiangxi local tax service.