The Research On The Improvement Of The 12366 Tax Hotline Service Platform Level In Sichuan Based On Taxpayer's Demand

Recently,the tax authorities,as a government administrative organization,have changed the administrative concept and establish the concept of “service-oriented tax”.Serving the taxpayer has become an important topic of improving the service of tax authorities at all levels.In the State Administration of taxation was approved by the Ministry of Information Industry(MII),the national tax service hotline will be unified to 12366.The 12366 tax service hotline provides the taxpayer with more effective propaganda and counseling,guides taxpayers easily handle tax related matters,and promotes the taxpayer compliance with tax regulations,and consciously safeguard their legitimate rights and interests.After continuous efforts,China's tax service hotline has made great progress in service concept,service system and function.However,due to the regulatory concept of long-term planned economy,there are still many problems in our tax service hotline.The outstanding performance of the service provided by the tax service hotline has a certain gap with the actual demand of the taxpayer,which affects the taxpayer satisfaction.The tax department,as an important national economic management and administrative law enforcement department,is faced with the majority of taxpayer groups.How to improve taxpayer's satisfaction and sense of acquisition is an important criterion for testing the effectiveness of tax revenue.This paper deals with the main problems of the 12366 tax service hotline in Sichuan province,combining with the characteristics and conditions of Sichuan.It learns from the advanced experience from home and abroad and puts forward the measures and suggestions for improvement in the future management and development.The 12366 tax service hotline in Sichuan is relatively developed late in the related developed areas,and the development is lagging behind most of the country.The main problems include: 1)the comprehensive quality of the seating staff is generally low;2)the mechanism of management and evaluation need to be Demand improved;3)there is not enough business and technical support.Therefore,how to improve the quality of management and service level is vital to solve at present and in the future.This paper is based on the study of the 12366 tax service hotline in Sichuan,which is combined with various research methods such as literature research,comparative analysis and case study,and the application of new public management,customer relationship management and process re-engineering theory.First of all,this paper describes the development and present situation of the tax service hotline in China.It combines business and support platform,the management mechanism,performance evaluation mechanism,finally finds the problems existed in the development process of the 12366 tax service hotline in Sichuan.Based on the experience of the domestic and foreign tax service hotline and the combination of theory and practice,it puts forward practical and effective opinions and suggestions,and constructs a service framework oriented by taxpayers demand.We will be on the guide of professionality demand and establish a stable system of personnel to strengthen the construction of the platform.We will respect demand and strengthen the construction of service system.We will be oriented with fair demand,improve the management system and the environment layout,and make clear performance evaluation mechanism.And based on the efficiency demand,we will optimize the service process.In order to promote the development of the 12366 tax service hotline in Sichuan,and then improve the quality of Sichuan tax service.At the same time,we would like provide some reference for the development of the western and other backward regions.