Study On The Improvement Of Tax Service Provided By The Tax Service Office Of The IRS

Since the reform and opening up,as the society has undergone profound changes,the tax service service of China's Office of Taxation Services has emerged new features that are more scientific and rational than traditional tax payment services,speeding up and increasing efficiency,but there are still service measures that are not in place and service efficiency is not There are many problems that cannot be ignored,such as high service methods and lack of services.Under the current situation,improving the quality and efficiency of the taxation services of the Office of Taxation Services has become the key to the smooth and smooth development of the taxation business in China and the enhancement of competitiveness for the people.China has stepped into the “experience economy” as the stage of economic life development.The experience economy emphasizes customer participation and personal experience.Through experience,it obtains a wonderful and deep impression,and then achieves a high level of self-improvement.The “peak-end” law emphasizes that attention is paid to a series of customer needs in the process of receiving services,especially the core requirements at the end of the peak.The core requirements at these “peak” and “final” points are specified by service providers to improve service levels.Direction.This article begins with the experience of taxpayers and applies the “peak-end” law to the tax service service improvement research of the Tax Service Office.First of all,it defines the related concepts such as the tax service service of the taxation service bureau,and summarizes the relevant theories from the three aspects of tax service,“peak-end” law and service contact theory,and builds a rich theoretical basis.Secondly,by sorting out the business processes of the Tax Service Office,we summarized fifteen general links based on taxpayer experience,including the pre-office environment,the tax office,the in-office environment,consulting services,guided diversion,and self-service terminal services.Pai No.,fill in orders,wait for queuing,handle tax services,handle communication,handle waiting,handle results,disputes/complaints,and leave the tax office.Then through combing the contact points that may exist in the general link,the survey questionnaires were collated and designed,data was collected through field research,and the software and the “peak-end” lawwere used to sort out and analyze the seven high-degree links based on taxpayer experience.Find and identify the “peak” and “final value” of the taxpayer's experience in the seven high-profile links and their core requirements;and start with the status quo of the S-zone Office of Taxation Services to analyze the problems existing in the current tax service service.Finally,according to the results of the questionnaire,taxpayer services were optimized in tax cadres,taxpayers,hardware facilities,common problems,environment,complaints,and feedback,which in turn improved taxpayer experience perception and satisfaction.