In-depth research to understand the blockages, difficulties and pain points that taxpayers are concerned about, refine service measures, further promote the reform of tax payment facilitation, and make practical efforts to reduce the burden of market entities, so as to continuously improve the experience and sense of gain of taxpayers and payers.
1. Focus on the linkage of halls and lines to create a "cloud call center".
Relying on the remote service model of "1 platform + N numbers + N agents + N services" of the municipal bureau, we will create a "cloud call center". 6 remote counseling seats have been opened, and the internal and external networks are linked to solve the problems of information system, business operation, and policy understanding encountered by taxpayers and payers in the process of business handling, and realize the transformation from "answering questions" to "solving problems", and from "individual action" to "full linkage". At the same time, the cloud call platform can also conduct big data analysis and statistics on the number of inbound calls, problem resolution rate, consultation focus, etc., sort out the public announcement of related matters, realize the pre-setting of problem reminders, and truly achieve accurate matching of needs.
2. Focus on the intelligence of tax handling and build an "online business processing center".
Adhere to the principle of "running once as the upper limit, and not running once as the norm", fully implement the "non-contact" tax payment, create an "online business processing center", and establish a new tax service model of "online tax processing, self-service tax service supplement, third-party agency as a supplement, and entity tax service hall as the bottom".
3. Focus on physical operation and build a "physical business processing center".
Focusing on serving the needs of taxpayers and payers, on the basis of solidifying the "non-contact" tax service, the tax service system will be reconstructed, a physical operation mechanism will be built, and a "physical business processing center" will be set up to create an upgraded version of "doing it well at one time". In accordance with the principles of process simplification, service optimization, law enforcement standardization, and risk minimization, we will sort out business acceptance, procedure flow, risk prevention and control, and post responsibility system, and strengthen the connection between the front and back offices.