Investigation And Optimization Of 12366 Tax Service Hotline In XX City

As an important part of the tax service platform,12366 tax service hotline provides taxpayers with various tax consultation,preferential policies,laws and regulations,tax process information,and receives reports and complaints.Since the opening of 12366 tax hotline,it has attracted widespread attention of the society,and received unanimous praise from taxpayers,and achieved good social response.Tax service hotline has become an important way for taxpayers to understand tax policies and meet the needs of tax complaints and suggestions.It has become an important link between taxpayers and taxpayers.This paper combs the relevant theories and literature of 12366 tax service hotline,and takes XX tax service hotline as the research object,conducts questionnaire research,finds the problems and causes of 12366 tax service hotline in this city,and puts forward corresponding countermeasures and suggestions,which has certain reference significance for the construction and development of tax service platform in this city,and 1 for other places.The development of 2366 tax service hotline has certain reference significance.This paper is divided into six parts: The first part is the introduction,which introduces the background and significance of this study,summarizes the research status at home and abroad,and puts forward the research content,research methods,innovation and shortcomings of this paper.The second part is the main concepts and theoretical basis.It briefly introduces the main concepts of service-oriented government,e-government,tax service and 12366 tax service hotline,and combs the relevant theories of this paper,such as new public management theory,E-government theory and tax compliance theory.The third part is the analysis of the current situation of tax service hotline 12366 in XX city based on the questionnaire survey.This chapter carries out the questionnaire investigation and analysis of tax service hotline 12366 in XX city,including the design of the questionnaire and the analysis of the statistical results.The fourth part is the analysis of the problems and causes of the taxation service provided by XX 12366 hotline.This paper analyses the problems of XX 12366 hotline,including the following aspects: staffing and management mechanism,service quality,professional competence of telephone operators,performance appraisal system,software and hardware facilities.On the basis of finding the existing problems of XX 12366 hotline,this paper makes a detailed analysis of its causes,including the following contents: first,the management department does not attach enough importance to personnel management;second,the tax department has weak sense of active service;third,the training mechanism of professional post talents is backward;fourth,a good competitive atmosphere and promotion mechanism has not been formed;fifth,the technical equipment needs to be upgraded and updated.The fifth part is the measures to optimize the tax service of XX 12366 hotline.In view of the problems existing in the tax service hotline of XX 12366,the corresponding measures to optimize the tax service are put forward.The countermeasures and suggestions are put forward from the following aspects: 1.Optimizing personnel allocation and management mechanism;2.Improving service quality;3.Establishing a perfect professional training system;4.Optimizing performance appraisal and competition mechanism;5.Increasing the development and investment of hardware and software equipment.The sixth part is the conclusion and Prospect of the study.With the transformation of government functions,the construction of an efficient and service-oriented government is constantly advancing.How to serve taxpayers well and build a harmonious relationship between taxation has become the focus of the work of tax authorities.Tax authorities are paying more and more attention to the level of tax service.For the tax hotline of XX City 12366,they should also pay more attention to its service quality and improve the satisfaction of taxpayers.This paper takes XX City12366 Tax Service Hotline as the research object,applies public management theory and human resources management theory to XX City Tax Management Reform,and provides theoretical support for the construction of service-oriented government.At the same time,this paper studies the theory of tax management and tax service system,which has a strong pertinence,and has a certain academic significance for enriching tax service and e-government and other related theories.