"Ask, do and synchronize" quality service, remote response and zero distance

"Ask, do and synchronize" quality service, remote response and zero distance

Since the implementation of the new mechanism of "synchronous inquiry and handling" tax service in the whole province, Ding 'an County Taxation Bureau has fully implemented the "new" mode of remote consultation service integrating "telephone inquiry, online assistance and remote agency" around the concept of serving taxpayers' tax needs wholeheartedly, so as to unblock the channels of consultation service and let taxpayers "walk more online and walk less on the road" and get through the "last mile" of tax service.

The first is to improve the quality of appeal response. The telephone consultation, interactive platform consultation, "code handling" and other business acceptance channels of the tax service hall are concentrated in an independent backstage consulting service room, and the backbone personnel of the tax service hall are transferred and integrated into an "online service team" with excellent business and great patience, so as to realize "unified acceptance, instant answer and quick settlement" of all tax-related consultations. Optimize the telephone consultation business acceptance process. For some simple businesses, after checking whether the identity information of telephone consultants is one of the "three members" recorded in the system, the taxpayer is provided with the operation of "asking while doing things", so that the taxpayer can avoid the complexity of a phone call "running into the hall" and at the same time narrow the "communication distance" between tax authorities and taxpayers. So far, * * * has handled 43 incoming calls.

The second is the fine service file. Give full play to the role of direct online consultation and guidance of the interactive platform for tax collection and payment, aim at quickly responding to taxpayers' demands for tax business, provide accurate and personalized demand services for taxpayers, push the latest tax policies in a targeted manner, and provide publicity and guidance in real time. Establish a working system of "duty on the online direct link service day of the interactive platform for collection and payment", arrange two tax officials to answer questions for taxpayers in the direct link group every day, take the initiative to contact taxpayers to accept and settle taxes and fees, and earnestly achieve "one-on-one consultation acceptance and peer-to-peer business settlement". Up to now, 2,003 taxpayers have paid attention to and activated the information of the interactive platform, and handled 20 consulting businesses every day, with an immediate settlement rate of 100%.

The third is to speed up intelligent taxation. Relying on the "code-on" WeChat applet and the "screen-to-screen" communication function of the interactive platform, a "remote guidance center" was established to provide intelligent remote taxation services such as cloud screen consultation and online assistance to taxpayers in the jurisdiction with the service mode of "cloud consultation, cloud counseling and cloud handling", which was well received by taxpayers. In 2022, through the interactive platform of remittance and payment and the "code-online tax guidance system", * * provided taxpayers in the jurisdiction with 5 online assistance and 453 offline assistance.

In the next step, Ding 'an Bureau will continue to focus on the tax-related needs of taxpayers and payers, continue to carry out the spring breeze action of facilitating tax collection, accelerate the improvement of "synchronization of inquiry and handling", and gradually realize the new transformation from "running at most once" to "not running at all", helping the county tax business environment to a new level.