Service Contact Optimization Design In Tax Self-Payment Service System

To fulfill the goal of “increasing taxpayers’ satisfactions and improving services efficiencies”,all departments of tax service agencies need to change the way of providing services to customers,to focus on user-friendly and to build corporative relationship between tax agency and taxpayers.In this research,we focus on the perspective of designing the service encounter,the study of tax self-service design optimization,and the comprehensive analysis of key functions in current tax selfservice system – the process of taxpayers’ obtainment of VAT invoices with service encounter points and the rearrangement of services procedures,in order to achieve the self-service optimization for taxpayers,improve the customer satisfactions,and to improving the handling of tax-related affairs throughout the process.In this study,we first focus on the research in combination of basic theory in services encounters.In addition,this study summarizes the concepts of service encounter features within service design,the main features,major classifications,the factors affecting service results,and the design approach for tax related services.Secondly,according to the design procedure and related strategies of service encounter points,we choose the self-service automatic systems within the tax agencies to apply the optimized design practice.On the basis of original tax self-service system,we will determine the way of effectively following the customer behaviors,various service outcomes,and services encounter points implementations during the process of design practice,in order to achieve the design of new tax self-services system with value-added features for customers.Third,we compare and test the service designs to prove the effectiveness of optimizing customer experiences in using self-service system within tax authorities which further validates the efficiency of optimized self-service design based on service encounter for customers.To sum up,this research provides the ways of effective design procedures to improve customer satisfactions,and further promotes the study for the theory of service encounter.With the successful involvement of design and practice experiments,we believe the functions of tax agencies service system are optimized for tax payment services and improved for the efficiency of handling tax-related affairs.