"Ask and do synchronization" excellent service remote response zero distance

"Synchronization of inquiry and handling" excellent service and remote response at zero distance

Since the implementation of the new tax service mechanism of "synchronization of inquiry and handling" in the province, the Ding'an County Taxation Bureau has focused on serving taxpayers wholeheartedly With the concept of "tax needs" of taxpayers, the "new" remote consultation service model integrating "call inquiries, online assistance, and remote agency" will be fully implemented to smooth consultation service channels and allow taxpayers to "use the Internet more and do less "Speed ??the road" to open up the "last mile" for tax payment services.

The first is to improve the quality of appeals and responses. Integrate business acceptance channels such as the consultation hotline of the tax service office, consultation on the tax collection interactive platform, and "handling on the code" into an independent back-end consultation service room, and deploy key personnel of the tax service office to integrate into a "strong and patient team" Online Service Team" to achieve "unified acceptance, instant answers, and quick settlement" of tax-related consultations through various channels. Optimize the acceptance process of incoming consultation services. For some simple services, after verifying that the identity information of the incoming consultation person is one of the "three people" recorded in the system, taxpayers and payers can be provided with an "ask and handle" operation, which can be achieved with just one phone call. It avoids the cumbersome process of taxpayers and payers “running to the office” and at the same time shortens the “communication distance” between tax authorities and taxpayers. Up to now, *** has accepted 43 calls for business inquiries.

The second is to improve refined services. Give full play to the direct online consultation and coaching role of the interactive tax collection platform, with the goal of quickly responding to the tax business demands of taxpayers and payers, providing taxpayers and payers with precise and personalized demand services, and targeted push of the latest tax policies and real-time Provide publicity and coaching. Establish a working system of "Online direct connection service daily duty on the interactive platform for collection and collection". Two tax personnel are arranged to answer questions for taxpayers and payers in the direct connection group every day. They can easily handle tax issues raised by taxpayers and payers. We will proactively contact taxpayers to handle fee business consultation requests, and achieve the effective implementation of “one-on-one consultation and acceptance, point-to-point business handling”. Up to now, 2,003 taxpayers and payers have paid attention to and activated the information on the collection interactive platform, and an average of 20 consultation services have been processed every day, with an immediate settlement rate of 100.

The third is to speed up intelligent tax processing. Relying on the "Mashangban" WeChat applet and the "screen-to-screen" communication function of the collection interactive platform, a "remote guidance center" was established to provide tax payment services within the jurisdiction with a service model of "cloud consultation, cloud coaching, and cloud processing". Personal payers provide intelligent remote tax processing services such as cloud same-screen consultation and online assistance, which have been praised by taxpayers and payers. In 2022, *** provided 5 online assistance and 453 offline assistance to taxpayers within the jurisdiction through the collection interactive platform and the "Mashangban-Online Tax Guide System".

In the next step, the Ding’an Bureau will continue to focus on the tax-related needs of taxpayers, continue to carry out the Spring Breeze Action to facilitate tax processing, promote the speeding up and improvement of “synchronization of inquiries and services”, and gradually realize “no more than one visit” The new transformation to "never having to run once" has helped push the county tax business environment to a new level.