Research On The 12366 Tax Service Hotline Of Henan Bureau Of State Taxation

In recent years,with the deepening of the concept of establishing a service-oriented government,the government's job function is gradually changing to provide the public with a better service.For the taxation department,how to provide taxpayers with better taxation services,increase the degree of compliance with the tax law,and then build a harmonious relationship between taxpayers and tax collectors has become the focus of the work.In this context,the taxation service hotline 12366 of the taxation department came into being.The 12366 hotline is the window of the taxation department's tax service.It is the main position of tax law publicity,and the way to answer taxation consultation.On the one hand,it can provide taxpayers with efficient guidance and maintain the legitimate rights and interests of taxpayers when they face tax-related issues;on the other hand,they handle taxpayers' complaints about the work style of tax office staff and help to improve the bad working style of the staff in the taxation authorities,thereby improving the quality of tax collection and management.However,there are also some problems in the development of the hotline.First,the development of the 12366 hotlines across the country is not balanced.Second,the composition and quality of service personnel varies greatly.Third,the corresponding assessment mechanism needs to be improved.In this paper,we study the current status and existing problems of the current development of Henan Tax 12366 hotline;then combining with the specific reality of Henan Province,we put forward corresponding improvement measures and opinions.The Henan Tax 12366 hotline was established in March 2009.It was established late and some problems have emerged in the development.The problems are mainly reflected in the following aspects: First,the personnel composition is unreasonable.The number of personnel cannot meet the demand for business growth,but meanwhile there is serious loss of talent.Second,the quality of service is not high,service attitude and business level need to be improved;Third,performance assessment mechanism is imperfect,lack of appropriate incentive measures;Fourth,business and technical support is insufficient,the professional training lag and technical support is imperfect.How to improve the taxpayer's satisfaction and improve service quality is an urgent problem to be solved in the 12366-hotline development.This paper takes the current situation and existing problems of Henan tax 12366 tax service hotline as its research objective,and adopts a combination of several analysis methods,such as literature review,comparative analysis,questionnaire survey method and statistical analysis,to conduct the research.We also learn from the advanced experience of 12366 tax service hotlines in developed countries and other provinces across the country to solve the problems.By fully considering the constraints of the development of Henan Tax 12366 hotline,we analyze the development status,personnel composition,traffic quality,performance appraisal,business and technical support,and get the problems in the operation and management of Henan Tax 12366 hotline.Then we draw lessons from the advanced experience of other provinces and propose improvements and suggestions for future work.This article takes Henan Tax 12366 hotline as the research object.Based on the concept of service-oriented government and the perspective of the e-government theories,we study the actual situation of Henan Tax 12366 hotline and use a combination of theory and practice to propose practical solutions.Our study helps promote the development of Henan Tax 12366 hotline.And we hope to provide some reference for the construction of 12366-hotline in other provinces.