Hunan National Tax Payment Service System Design

With the government to improve government's image, improve government efficiency of work, the Central Committee of China Propose building "service government", emphasizing the work of government departments to change the ideas and methods, the identity of law enforcement and administrator change to service provider. State Administration of Taxation to respond to that, proposed a "tax service" concept. Hunan State Administration of Taxation to implement the tax service, a lot of work to improve their work style and improve service capabilities. However, As same to other government agencies, the service concept, service capacity and quality of service so far behind to the business services.Hunan Taxation bureau have done a lot work in tax service and got some success, but the service does not form a unified system, inter-departmental implementation of the lack of a unified system of tax services. Service quality has not improved significantly, and it is in a bottleneck.Use the business management theory to analyze some of the problems in tax services and use a series of related theory of service operations, according to the three basic methods of services system design method:industrial methods, customer-oriented methods and techniques nuclear separation, created a new method which integrate the three methods and be named the whole system method.Treating the taxpayer as business service's "customer", Treating the tax Department as a "service provider business", making analysis on the target of tax services?the taxpayers to "customer needs" and the psychological and behavioral of taxpayers, Can Make more explicit the purpose of tax services, a variety of policy-makers better meet the needs of taxpayers.Using the whole system method to design and using techniques of nuclear separation the whole service system, the system is divided into front and back. The front is design by use the industrial methods and customer-oriented methods.The back is design by use the industrial methods and design the work method which is in accordance with the responsibilities of departments'function. Using the Service Quality Differentiation Model and the Service Quality Management Model which is base on Pledge, can help to control the tax service system running.Through the use of commercial services in the areas of operational theory of the integrity of national tax systems tax services designed to improve the integrity of the tax services, tax services can make better arrangements to different levels, the daily work of different departments to form a overall planning and requirements, and ultimately improve the efficiency, satisfaction and normative of the tax service.