Please ask the tax service office to do a good job in implementation.

Experience materials of standardized service of tax service department.

* * * * With the correct leadership of the bureau party group and the strong support of various business departments, we have made efforts and achieved some achievements in standardization, focusing on organizing taxation, focusing on quality service, focusing on work running-in and focusing on taxpayer satisfaction, closely centering on the working idea of "thousands of taxes are hard to develop, talents are the priority, and it is reasonable and not difficult" put forward in the report at the beginning of the year. The specific method is as follows: 1. Accurately locate and find the breakthrough point of effective running-in. In * * *, with the full launch of CTAIS and the official operation of "One Window", the Tax Service Office has transferred business backbones from various branches for reorganization. Therefore, both personnel cooperation and man-machine integration need to be run-in. In order to avoid unreasonable collision, according to the "stadium principle", we should first use resources to integrate and reasonably position everyone's personality characteristics, professional expertise, ability level and comprehensive quality, so as to make the best use of their talents. Every staff member is required to skillfully use computers in practical work, organically combine the mechanical nature of computers with the initiative of human brains, and give full play to the overall benefits of man-machine integration. The second is integration with the system. The Tax Service Office is a comprehensive organization and a window for the tax department to display its image, involving a wide range, heavy workload and high requirements. Therefore, we require strict compliance with working hours, trying to get to work early and get off work late, with people on duty at noon and holidays, strictly implementing the system of asking for leave, not chatting during working hours, not having breakfast in the workplace and not chatting online during working hours. The personnel on duty every day must go to work 15 minutes in advance and be responsible for daily work such as hygiene. Everything starts from work, providing good services to taxpayers and ensuring that taxpayers do not suffer when handling tax-related matters. Thirdly, emotional integration. In order to fully mobilize the enthusiasm of every staff member and dedicate the best service to taxpayers, we have established the people-oriented concept, paid attention to personality equality, and started the heart-to-heart love project. We all help those internal employees who have difficulties; Whose old man and child are sick, let's visit together; We will go all out to see who has a wedding; Whose birthday are we celebrating? For those who can't go to work under special circumstances, we will help complete the task together, so that every cadre and worker can fully feel the warmth of the big family. Put all your energy into your work and give all your love to taxpayers. 2. Lock the target and seek a breakthrough in service quality. The tax service hall is the window for tax authorities to provide tax services to taxpayers, and it is the first choice for tax service hall to satisfy taxpayers. You can understand when you ask, feel comfortable when you listen, and be satisfied when you do it. In the work, we should proceed from the interests of taxpayers, be anxious about the urgency of taxpayers, think about what taxpayers think, standardize operations, provide civilized services, pay taxes according to law, and achieve eight services. 1. Smile service. When receiving taxpayers, be polite, active, enthusiastic, smile and kind. And set up taxpayers' rest places, add drinking fountains, and serve taxpayers wholeheartedly. 2. Open services. In order to let taxpayers know the tax policy in time, we set up a policy bulletin board for taxpayers to learn and implement; Issue tax guidelines, guide taxpayers to pay taxes, publicize work responsibilities, facilitate tax payment and handling tax matters, publicize work discipline, and make tax payment more transparent. 3. Ask for service first. Ask and answer the taxpayer's difficult questions, patiently explain and guide the whole process until the taxpayer is satisfied. General questions should be answered immediately, and questions that need to be asked by superiors should be answered within three working days. 4. Limited time service. In order to improve the efficiency of tax collection, we stipulate that as long as the procedures are complete, it takes only 3 minutes from entry to issuance, 2 minutes for normal ticket purchase, 2 minutes for normal enterprise declaration and entry, and 0/minute for tax receipt issuance. 5. Flexible service. For the convenience of taxpayers, we stipulate that even after work hours, as long as taxpayers' tax-related matters are not completed, they are not allowed to leave their posts without authorization. Arrange someone to be on duty to receive taxpayers on holidays. 6. Service commitment. In order to make it more convenient, faster and more satisfactory for taxpayers to pay taxes, we promise that everything will go through one door. In August this year, according to the spirit of superiors, we implemented a "one-window" management model, and taxpayers only need to pay taxes at one window. At the same time, according to the needs of table comparison, an abnormal comparison window is added to deal with the inconsistency between the taxpayer's declaration data and the golden tax certification data, which greatly improves the tax efficiency. 7. Flexible service. In practical work, we often encounter some unexpected problems that need to be handled flexibly. For example, after the power failure, we can't access the system, and taxpayers urgently need to buy invoices. As long as the procedures are perfect, we will sell the invoice to the taxpayer manually first. When the call is over, enter it into the system. When taxpayers come to pay taxes, we will first accept cash and checks to help taxpayers deposit their money in the bank, and then deliver the tax stamps issued to taxpayers in time. 8. Supervision services. In order to better serve taxpayers and improve service quality, each window has a service guide and suggestion book. Welcome the opinions of taxpayers and put our services under the supervision of taxpayers. In standard operation, the best point of 1 should be explored. 1, strive for effective methods. Because the query function of CTAIS system is relatively simple, and it is impossible to find all kinds of data needed by leaders at one time, we have organized more than 10 people by combining man and machine, and it takes two days to input the tax personnel of each branch into the system. At the same time, manually register the taxes declared and collected by enterprises, so as to know the declaration and payment situation of enterprises in time. For the collection of self-employed, for branches without collection points, print a complete collection list and copy the floppy disk every month. This is the best combination of man and machine at present. 2. Cooperate with each other and adhere to complementary advantages. Before 10 every month, it is the busiest time for the tax office. In addition to issuing pre-existing tax receipts for each branch, it is also responsible for paying taxes on the spot. In order to issue tax receipts in time and not delay the time of tax collectors in each branch office, the staff in other positions carry forward the spirit of unity and cooperation, and take the initiative to help tear up the tickets, divide the tickets, make the tickets and seal them after completing the work ... In short, they strive to shape an overall image for a common goal, such as: Party representative xxx who is responsible for the work; Smile service, xxx, who is affectionately called "invoice sister" by taxpayers, is a flexible and "master" XXX with the overall situation in mind; Give up the small family and take care of everyone's "business essence" xxx；; Xxx, a "doer" with multiple responsibilities and hard work; Unknown, conscientious "yellow cattle" xxx；; Diligent and eager to learn, the pursuit of progress "small" xxx. Over the past year, the tax service hall has accepted the enterprise's declaration for xxxxx times, collected the tax of xxxxx million yuan, collected the late payment fee of xxxxx households, issued more than xx tax tickets, registered the tax payment of xxx households, and collected the fee of xxxxx yuan twice. 3. Strictly enforce the law and always adhere to the sunshine operation. First, prevent the increase of new debts. In order to meet the needs of "one-window" management, enterprises are actively urged to declare and pay taxes on time. Those who fail to declare and pay taxes within the time limit will be severely punished and fined. All taxes realized by the enterprise in the current period are required to be paid in storage. If the customs declaration can't be put into storage in time, we will feed back the information to the branches in time and urge them to put into storage. For those in arrears, we will pay first, and then pay the current tax. The second is to do a good job in reviewing the tax declaration materials. In accordance with the new tax declaration requirements, strictly compare the various reports of the declaration materials such as the declaration form and the deduction of special VAT invoices, and find that the declaration is untrue, irregular, incomplete and logically wrong, and order the enterprise to make corrections within a time limit to prevent the enterprise from deducting taxes in advance and falsely deducting taxes, thus effectively curbing the phenomenon of tax evasion. In our daily work, we enforce the law in good faith, without favoritism, which fully embodies the sunshine operation. 4. Make suggestions and do the duty of employees. The Tax Service Office is both the "War Department" and the "General Staff". Externally, we should do our utmost to ensure that taxes are put into storage on time and in full. Internally, it is necessary to provide leaders with all kinds of data in time and put forward reasonable suggestions in time. On the 10th of every month 10, we will manually design a statistical report of declaration and collection during the period and submit it to the leaders in time. In order to arrange for the offices of various functional units to feed back information to the sub-bureaus and urge taxpayers to declare and pay taxes, we fill in the data with various reports designed in advance at the end of each month. Let the leaders fully understand the taxpayer's situation from tax declaration to arrears. Yes 1. Collection summary table 2. Statistics of individual enterprises. Comparison table 4. Statistics of late fees and fines. Manual ticket collection form, etc. It provides a variety of comprehensive and effective basis for leaders to analyze tax sources. At the same time, in order to facilitate the leaders to query the application and payment of arrears data of various enterprises on CTAIS, we also input the tax identification codes of various enterprises on the statements, which saves the leaders' query time and facilitates the leaders' query mode. Over the past year, all the staff of our tax service office have put their work first, hung their smiles on their faces, branded their sincerity in their hearts, put their enthusiasm into action, rallied people's hearts, set up an external image, and made pioneering progress, and achieved certain results. However, they are far from the requirements of their superiors. In the future work, we will do the following: 1. Ensure the normal operation of CTAIS, timely feedback when problems are found, and properly handle them. 2 to strengthen the management of transport invoice, deepen the "one window". 3. Improve the overall service level and gradually improve the collection service system. 4. Study hard in all business, set high standards and strict requirements, and push the work to a new level with full enthusiasm.

On how to strengthen the efficiency construction of tax service hall

Carrying out the efficiency construction of organs is the concrete embodiment of Theory of Three Represents's requirement of building the party for the public and governing for the people, an important starting point for improving the style and efficiency of organs, and an effective way to improve people's satisfaction and enhance the image of the government. As the "window" for the local tax department to serve taxpayers, the image and efficiency of tax enforcement directly affect the image of the tax department in the eyes of taxpayers. Therefore, the efficiency construction in the tax hall is the requirement of the tax department to establish a "service-oriented" government, which is of great significance to promote the transformation of local tax style, improve efficiency and create a good development environment. This paper tries to talk about how to strengthen the efficiency construction of tax service hall.

I. Main Problems Existing in Current Tax Service Offices In recent years, tax service offices all over the country have made remarkable achievements by strengthening standardization construction. The hardware construction of tax service hall has been greatly improved, and the service attitude of tax cadres has also been greatly improved. "The phenomenon of being unable to get in, but the problem of' difficulty in doing things' generally reflected by taxpayers has not been fundamentally solved.

(A) the service concept is not really in place.

Some cadres have a weak sense of active service, low service enthusiasm, procrastination, inadequate service and absence from time to time. The idea of "paying more attention to supervision than service" exists to varying degrees, and tax administration according to law is not organically combined with service optimization, and law enforcement lacks transparency.

(2) There is a gap in management.

The function of the service hall and the setting of the window did not fully consider the needs of taxpayers. With the gradual deepening of the reform of tax collection and management, the window setting of tax hall is too professional, and some tax-related matters can only be handled by special windows, and some windows are often long and some are empty.

(3) The tax procedures are complicated and inefficient.

At present, the established workflow pays too much attention to internal supervision and restriction, power decomposition and procedural norms, which leads to the complexity of the original simple procedures, and taxpayers often have to travel to and from multiple windows and departments, which is inefficient.

Preferential tax policies are flexible and lack transparency.

Because tax policy has certain discretion, there is flexible space in its implementation, which leads to the lack of transparency of tax laws and regulations, which directly leads to the decrease of taxpayers' expectations and satisfaction.

(E) Information construction lags behind the demand for collection and management.

Tax informatization is a systematic project that combines advanced tax management concepts with modern network technology, and it is the only way to realize the modernization of tax management and improve the level of tax management and service. At present, there are many factors in tax administration that are incompatible with informatization, which leads to the information construction lagging behind the needs of tax collection and management, unreasonable resource allocation and insufficient application, which is not conducive to the full play of the efficiency of tax informatization, not only affecting the quality and efficiency of tax administration, but also seriously affecting the quality of service to taxpayers.

Second, the idea of strengthening the efficiency construction of the tax service hall Strengthening the efficiency construction of the tax service hall is a long-term and complex system engineering. The author believes that all units should combine their own reality, start with strengthening the system construction, take the aspects of changing the style of organs, innovating the service mechanism, strengthening supervision and improving the quality of the team as the breakthrough, focus on optimizing services and creating a good development environment, grasp the key points, treat both the symptoms and the root causes, and focus on the long-term. Achieve the goal of effective management, high technology efficiency and long-term quality, and form a good situation of "everyone is the image of local tax and everyone is the investment environment".

(1) Consolidate and improve the foundation of the institutional system.

It is necessary to regard system construction as the basic work of organ efficiency construction and insist on using system to manage people and affairs. In accordance with the idea of "comprehensive coverage, no vacuum, scientific job creation, responsibility to people, quantitative assessment and strict rewards and punishments", a series of management systems have been established and implemented, which have gradually brought all tax work into the track of institutionalization and standardization and promoted the development of tax management to a higher level. First, standardize the construction of the tax service hall to maximize the convenience for taxpayers to pay taxes. Considering the long-term development of tax revenue, the existing tax service hall will be reorganized to better meet the wishes and requirements of taxpayers. Establish a multi-level, multi-channel, convenient and fast tax service platform, strive to innovate service forms, enrich service content, and strive to create new ideas, produce quality products and achieve results. Pay attention to the software and hardware construction of the tax service hall, and realize the tax service of "one-card express delivery, one-point approval, one-window acceptance, one-stop service and one-time completion". When setting the tax service window, taxpayers should feel equal and friendly when filing tax returns, reduce the height of the counter, do not set isolation facilities above, implement open taxation, and combine the whole service concept with the first inquiry responsibility system, service commitment system, AB post system and consultation window duty system to improve the tax quality and really bring practical convenience to taxpayers.

The second is to fully implement the "one-window" management and open up a green channel for full service. The tax authorities should bring all the tax service items scattered in different departments into the tax service hall, implement "one-stop" centralized service, and turn the taxpayer's external transmission into the internal transmission of the tax authorities. It is necessary to implement a time-limited completion system to ensure that a civilized and efficient image is displayed in the acceptance service. Set up a "full service post". For taxpayers who handle tax-related matters for the first time or do not understand the tax-related procedures, the "full service post" is responsible for accepting them. In the case that the taxpayer's information is complete and the procedures are complete, the immediate matters will be accepted by the "full service post" and settled at one time; For the undertaking matters, the "full service post" will also inform the undertaking content and time limit in writing to make it as convenient as possible for taxpayers to handle tax-related matters.

The third is to implement the AB post system. Confirm the organizer (post A) and co-organizer (post B) of the post. When post A is not on duty, post B will automatically fill in the post, handle relevant government affairs and affairs in time, so as to achieve "no shortage of posts", put an end to post shortage and ensure service quality.

The fourth is to establish a corporate reputation rating system. Establish a database, provide personalized service for taxpayers with good credit rating on the basis of scientific evaluation, use taxpayer information to identify risk taxpayers who may have tax-related violations in time, and improve the accuracy of case selection. On the basis of determining the credit grade structure, tax credit should adhere to the operation mode of "grasping both ends and promoting the middle", give certain restrictions and priorities to enterprises with low and poor reputation, and at the same time promote their transformation to honesty and trustworthiness grade through the formation of good tax awareness.

The fifth is to formulate relevant systems for efficiency construction and realize institutional innovation. According to the needs of practice and the development of the situation, the system of cadres' honesty and credit files is established, and the behaviors of cadres and workers in terms of ideology and morality, diligence and honesty, honesty and self-discipline, law-abiding, work style and efficiency are recorded and reflected in a true, objective and fair way by using honesty and credit files, which is an important basis for supervision, management, inspection, appointment, reward and punishment of cadres. Establish a system of heart-to-heart talks with cadres, stipulate the responsibilities of leading cadres at all levels, the types, specific methods and requirements of heart-to-heart talks, and build an important ideological platform for strengthening communication between cadres. Around the establishment of learning institutions, the establishment of cadre learning and training credit system and other related systems to promote the formation of long-term mechanisms and so on.

(B) in strengthening the quality of service to reflect the actual effect.

The ultimate goal of efficiency construction should be to optimize fiscal and taxation services and create a good development environment, and correctly handle the relationship between law enforcement and services, norms and efficiency.

First, optimize the service mode and comprehensively improve the efficiency of tax service. Further deepen the reform of the examination and approval system, reduce the examination and approval items, and decentralize the examination and approval authority. On the premise of not violating tax laws and regulations and weakening internal supervision and control, we should simplify tax procedures and processes as much as possible to improve tax efficiency and administrative service efficiency. Strengthen tax assessment, credit management and inspection abroad. If problems are found, they will be dealt with according to specific conditions to ensure the authority of national tax laws and policies. In addition, with the help of information technology, the service content is enriched, and the "12366 tax service hotline" is established to provide diversified tax declaration methods such as mail, telephone, electronic data exchange and network transmission, and the functions of automatic tax declaration and payment and tax consultation service are enhanced by using SMS, website information release and golden tax engineering data.

The second is to strengthen active service and try to establish tax service evaluation system and tax early warning mechanism. The tax service evaluation system is based on tax service regulations and internal and external information feedback, and strives to refine and quantify the information of service quality and service efficiency, evaluate people and implement regular dynamic evaluation; The tax early warning mechanism focuses on pre-service and helps taxpayers avoid or reduce the occurrence of tax administrative punishment for violating tax laws and regulations through pre-control means such as tax-related reminder, prevention and warning.

Third, adopt humanized service to provide taxpayers with in-depth tax payment services. By establishing and perfecting the first inquiry responsibility system, service commitment system, accountability system and enterprise contact system, each individual service initiative will be turned into a systematic and networked service system. It is necessary to formulate specific items, norms and standards of services, so as to make tax payment services systematic, standardized and standardized, and there are rules to follow. According to the requirements of modern tax management, we should establish an all-round and three-dimensional service system that combines the professional services of tax authorities with social intermediary services, focusing on the professional services of tax authorities before, during and after the event.

(3) To achieve high efficiency in the use of scientific and technological means, it is inseparable from the drive and support of information construction, and it is necessary to improve the efficiency of tax service and optimize the tax service system. The reform direction of informationization and specialization is an important measure and guarantee to put an end to the arbitrariness of law enforcement, improve the quality and efficiency of tax collection and management, and comprehensively improve the tax service level in the new period.

First, strengthen the construction of local tax websites, further broaden the publicity channels, expand the publicity content, and provide taxpayers with a brand-new information service platform. Timely release the newly released tax policy, service commitment, institutional setup, business consultation, data download and other contents, and answer all kinds of questions raised by taxpayers online. Close communication and exchange between the two parties will enable taxpayers to understand the relevant tax-related laws and policies online more quickly and comprehensively, and support taxpayers to handle tax-related matters online.

Second, actively promote diversified declaration methods to facilitate taxpayers to declare and pay taxes. Gradually realize the remote declaration mode with telephone declaration and online declaration as the main body, popularize the networking of taxation, banking and treasury, and realize the electronic payment of tax, so that taxpayers can complete the electronic payment of tax declaration without leaving home, eliminate the time and space restrictions of tax service, improve work efficiency and facilitate taxpayers.

Third, actively explore effective ways to operate and share information with banks, treasury, national tax and other departments on the internet, improve the comprehensive utilization efficiency of information resources, and initially form a socialized tax supervision service network system.

(4) It is an effective carrier to strengthen the efficiency construction of tax hall in the supervision and implementation, which will eventually be implemented in specific work and reflected in actual performance. Therefore, it is necessary to identify the combination point of efficiency construction and key work, closely combine efficiency construction with fiscal and taxation work, and promote the in-depth development of efficiency construction in the supervision and implementation of work.

The first is to strengthen network supervision. To meet the needs of the reform of administrative examination and approval and the efficiency construction of organs, we should actively improve the service mode, gradually implement the online application, examination and approval and reply of tax-related documents, facilitate enterprises to handle tax-related affairs, and optimize the soft environment for development. The network system emphasizes process control and continuous improvement, and the whole management shows a spiral upward trend. In the process of examination and approval, strict examination and approval time limit is set for each link, and process supervision is carried out to realize the process assessment of document examination and approval. On the one hand, it can double the speed of examination and approval and shorten the time for enterprises to handle tax-related matters; on the other hand, it can further standardize the examination and approval process of tax-related documents, strictly limit the examination and approval time and improve the examination and approval quality.

The second is to strengthen institutional supervision. Standardize operation, improve internal workflow links, design all kinds of forms and accounts in a unified way, deliver all kinds of reports and establish all kinds of accounts according to regulations, promote internal tax management and information sharing to be more standardized and reasonable, ensure the standardized operation of business processes and the close connection of post responsibilities among all links, and effectively improve the sense of responsibility and efficiency.

The third is to improve the mechanism supervision. Starting with standardizing the law enforcement behavior of tax authorities, with the help of external forces, strengthen administrative supervision and social supervision, and establish and improve a scientific and effective supervision mechanism. Internal supervision is mainly reflected in the following aspects: strengthening supervision and supervision, for clear supervision matters, supervisors take cross-cutting means such as telephone inquiry and on-site inspection to keep abreast of the progress of supervision matters and feedback the supervision situation to leaders; Strengthen law enforcement inspection, strengthen the supervision of key links in the exercise of "two rights", decompose centralized law enforcement power, conduct collective audit and public hearing on specified matters, at the same time do a good job in law enforcement inspection of all units, supervise through complaint channels such as reports, complaints and 12366, and focus on daily inspection of law enforcement behavior of various functional departments, which not only strengthens the supervision authority of tax authorities, but also protects the legitimate rights and interests of taxpayers.

(5) The key to establishing long-term effectiveness in improving the quality of the team lies in people. Only with good internal quality can we show good work style and effectiveness. Therefore, adhering to the people-oriented principle and comprehensively improving the comprehensive quality of cadres are the fundamental measures to strengthen the efficiency construction of tax halls.

First, establish and improve the post responsibility target management system. Through the formulation of the "Measures and Standards for Target Assessment of Supervision Posts of Two Powers", the objectives, scope, responsibilities, procedures and responsibilities of each post and each work link are standardized and clarified. Further improve the unified tax business and information transmission management process, so that every cadre knows what to do, how to do it, when to do it, and what responsibility to bear when doing something wrong. In this way, through the hardening of soft tasks, quantification of hard tasks, refinement of assessment, layer-by-layer decomposition and gradual implementation, everyone has tasks and indicators, and a set of indicators system for evaluating the effectiveness of work is established as objectively and quantitatively as possible.

The second is to establish and improve the assessment system and fully mobilize the enthusiasm of cadres. In order to further create an incentive mechanism of being able to go up and down, to enter and exit, to form a good atmosphere of "comparing, learning, catching up and surpassing", to establish and improve the evaluation system of cadres, and to promote the improvement of cadres' comprehensive quality by focusing on post responsibility assessment, introducing public opinion surveys and democratic appraisal systems, and demanding cadres with high standards in morality, ability, diligence and performance. On the basis of the assessment of cadres and the Provisional Regulations on State Civil Servants, we should conscientiously implement the policy of "four modernizations" for cadres, adhere to the principles of openness, equality, competition and merit, and fully implement the appointment system for cadres. The implementation of target management assessment methods, through the formation of a horizontal to the edge, vertical to the end of the assessment system, open the level of rewards and punishments, strictly honor the rewards and punishments. Through the implementation of the assessment system, fully mobilize the enthusiasm and creativity of cadres.

Third, actively carry out the construction of tax culture, and organically combine efficiency construction with creation activities. Give full play to the role of trade unions, youth league committees, women's federations and other organizations, carry out various forms of active and healthy cadre cultural activities, and establish a lively and healthy tax culture. All units should, in light of the actual situation, carry out activities to create civilized units, civilized industries, youth civilization numbers and women's civilized demonstration posts, and strive to improve the awareness of serving the people by grasping creation and promoting efficiency. Carry out activities to create "learning-oriented" units, establish the concept of lifelong learning, encourage cadres to participate in learning through various channels, and constantly improve their ideological and political quality and comprehensive business ability.

Author: Putuo Local Taxation Bureau, Zhoushan City, Zhejiang Province

Specification for the establishment of tax service hall of Fuyang State Taxation Bureau/fygsww/fybszs/fyfwcn/t20050609 _125601.htm

The Tax Service Department of the State Taxation Bureau of the Development Zone has continuously introduced new service measures, such as the first inquiry responsibility system, the taxpayer evaluation card system and the zero-distance service system, which have been welcomed by taxpayers.

Thoughts on strengthening the construction of tax service hall of county (city) bureau /swlw/Print.asp? ArticleID=994