Research On The Optimization Of Taxpayer Service In China

The report of the eighteenth meeting of Party proposed the construction of servicetype government, continued to optimize taxpayer service has become an importantissue to the tax department must be solved urgently. At present, the taxpayer service ofChina’s exist some problems, which restrict the effect of taxpayer service function. Inthe past, research institutions and scholars tended to analyze the service problems fromthe tax department’s point of view, but seldom researched on analysis and evaluation ofthe taxpayer service work.X Municipal Office of SAT has carried out taxpayer satisfaction survey for threetimes in2010to2012, extensively collected the taxpayers’ opinions and suggestionson tax department’s service, evaluated the effect of the service, obtained apparenteffect.This paper attempts to start from these satisfaction survey reports, analysis thespecific evaluation of taxpayers for taxpayer service, break the problem of taxpayerservice development, make full use of the survey results continued to improve taxpayerservice work.Based on these satisfaction survey reports, the taxpayers feel the service of the taxdepartment has the following problems: First of all, the service means is less, the formis monotonous, and the ability is limited. Secondly, the service efficiency is low, somestaff attention is insufficient, and working efficiency is not high. Once again, the poorservice attitude, part of the staff service consciousness is weak, the service attitude cannot reach the expectation of taxpayers. Finally, there is a lack of communicationservices, the communication channel between tax department and taxpayer is notsmooth.Anglicizing of these problems, the main reasons including: one is the systemreason, the taxpayer service system is not perfect, new service system integrity can notbe formed. Two is staff, staff quality is not enough, some staff ignored the taxpayerservice, their service ability is not enough. Three is the technical reason, technical innovation is not enough, the modern information technology has impact on thetaxpayer service, need to be solved further improved demand through technologyinnovation.In view of the above situation, ways of optimizing taxpayer services are: one is toaccelerate the taxpayer service system construction. To establish service norms,regulating taxpayer service behavior. To establish service emergency treatment system,eliminating the harm caused by the sudden emergency. To establish of tax propagandamanagement system, coordinating the propaganda administration. To establish theevaluation system of taxpayer service, strengthening the evaluation of taxpayer service.To establish a classification of the service system, meeting the different levels of thetaxpayer demand. Two is to improve the taxpayer service quality of staff. The taxauthorities should strengthen the integrity and occupation moral education, strengthenstaff awareness of service. They should regularly carry out taxpayer service training,improving the ability of staff, extensive on the job training improving businessknowledge. Three is the innovation of the taxpayer service means. Through thepromotion of online declaration and telephone declaration and other diversifieddeclaration, reduce the cost and time of the taxpayer. To promote online taxpayerservices, achieving to accept tax matters online. Adding the self-help taxation device,improve self-help degree of the taxpayer service hall. To provide booking services,save taxpayers’ time.