Taxation Bureau of Weihai High-tech Zone： Iterative upgrading of tax service and continuous optimization of business environment
Correspondent Weihua Zhan Xu Xiaoling
Adhering to the service concept of "taxpayer-centered", and taking the opportunity of "Spring Breeze Action for Facilitating Taxes" launched in State Taxation Administration of The People’s Republic of China for the ninth consecutive year, the Taxation Bureau of Weihai Torch High-tech Industrial Development Zone in State Taxation Administration of The People’s Republic of China directly attacked the "urgent difficulties and worries" in the process of taxpayers’ tax payment, iteratively upgraded a package of measures to improve the tax service level and strive to create an efficient and convenient tax business environment.
Focus on "hard core services" to enhance the tax experience
The first is to build a "taxpayer’s home" and enhance the "home experience" of tax collection. Construct a "full-hall" taxpayer’s home covering many functional areas such as taxpayer’s school, rest and waiting area and expert counseling area, and promote the transformation of tax service hall from "office" to "experience hall" according to the model of "integration of office and office", providing tax-related consultation, remote assistance, tax counseling, free mailing and other services throughout the process, creating a "home" atmosphere and making tax payment full of warmth and warmth.
The second is to build a "cloud tax office" to enhance the "excellent experience" of tax payment. Actively promote "cloud" services, and advocate taxpayers to choose "non-contact" ways such as Shandong Electronic Taxation Bureau, Wei You Office, mobile APP and mail to handle tax-related business, so that taxpayers can enjoy convenient, efficient and high-quality services without leaving home. Up to now, on average, more than 500 transactions have been submitted and handled through "Wei You Ban" every month, and more than 4,550 transactions have been consulted in the cloud, saving taxpayers about 1,600 hours of tax payment time.
The third is to create a "fast ring center" and enhance the "fast experience" of tax collection. Set up a rapid response work center, adopt the method of "one window acceptance, internal carry-over and time-limited completion", effectively carry out declaration counseling and data review, and optimize and improve tax efficiency. At present, the average waiting time for taxpayers to enter the hall has been reduced from 35 minutes to less than 1 minute now, and the average processing time for a single business has been shortened to less than 5 minutes.
Focus on "precise service",Do a good job in publicity and counseling
The first is label management, full coverage of precision drip irrigation. Relying on the identity tag of taxpayers, the interactive platform of Shandong tax collection and payment was effectively integrated and optimized, and the private tag of the platform was added to 21 tags in 11 categories. According to the label, more than 600,000 preferential tax and fee reduction policies and detailed interpretation information are accurately pushed to qualified enterprises to ensure that enterprises grasp the policies and processes "should do their best" and help the tax revenue to land neatly.
Second, vertical and horizontal integration, full coverage of grid services. A three-level grid management framework of "district-town (street)-village (community)" is set up vertically, and a grid docking mechanism of "grid supervisor-grid instructor-full-time grid clerk" is set up horizontally. More than 8,700 copies of information on policy propaganda, collection and guidance, and more than 10,000 copies of publicity materials on residents’ medical care and old-age insurance payment are placed by using service points such as street bulletin boards, community service halls and party-mass activity centers.
The third is the window joint office, which is fully covered online and offline. Offline, combined with the activity of "I do practical things for the masses", we cooperated with the administrative examination and approval bureau to open the window of "one window for all new enterprises" and cooperated with the social security department to open the window of "tax and social security liaison office" to realize "one-stop settlement", saving taxpayers more than 50% time; Online, through hotline, online counseling and other means, timely respond to and deal with taxpayers’ demands and questions, answer questions and solve problems, and help taxpayers and payers to "network" smoothly.
Focus on "full process service"",to ensure the policy fall to the ground.
The first is to prepare for the service in advance. Strictly implement the work requirement of "what taxpayers can do, taxpayers can’t do it", carry out effect analysis on preferential policies such as "deferred payment of manufacturing industry", "value-added tax refund" and "six taxes and two fees", conduct in-depth research, carefully calculate and find out the base, strive to think carefully about the problem, consider the risks comprehensively, set accurate measures and do the work adequately, and actively coordinate all departments in the bureau to make preparations in advance to help taxpayers.
The second is to do a good job in implementing services. Give full play to the accurate screening function of big data platform, include relevant enterprises that meet the conditions of tax refund and tax reduction into "list-based" ledger management, and formulate implementation plans in batches according to different types of enterprises, including large, medium, small and micro enterprises. Carry out "peer-to-peer" accurate policy delivery to help taxpayers grasp the specific content and handling process of the policy. Up to now, more than 530 households have completed the acceptance review of VAT refund applications.
The third is to do a good job of post-event verification and supervision. In order to ensure the implementation of the large-scale tax rebate policy, we will effectively and effectively do a good job in the follow-up risk prevention and control of tax reduction and tax refund. We will carry out problem screening, doubt pushing and rectification guidance on the implementation risks of tax refund and tax reduction policies, decompose the doubts about policy implementation, and effectively promote the preferential tax and fee policy dividends to benefit market players more quickly, accurately and widely.
Focus on "Multidimensional Services" and Optimize the Business Environment
First, the top leader takes the process and experiences excellent service. Thoroughly implement the work requirements of "four abilities and four incapacities", practice the work style of "being strict, practical and quick", and organize special activities of "taking the lead in the process" and "being a taxpayer for one day". Through going to the enterprise and the tax service hall to "accompany" and wait, from the taxpayer’s perspective, we can deeply experience the real feelings of tax management and service, focus on solving the difficulties and blocking problems in the process of tax payment, and continuously improve the quality and efficiency of tax management and service.
The second is to push the gift package and guide the life cycle. In order to further implement the "streamline administration, delegate power, strengthen regulation and improve services" reform, continuously optimize the tax business environment, and actively improve the tax service mode for newly-established taxpayers, the publicity position was moved forward, and more than 4,000 copies of the "New Taxpayer Gift Package" were sent to newly-established enterprises, covering more than 20 businesses involved in the whole life cycle of enterprises, so that enterprises can understand the handling procedures of various tax-related matters and solve tax-related problems and puzzles for newly-established taxpayers.
The third is to safeguard tax-related rights and interests, and "Fengqiao experience" promotes promotion. In order to build a more harmonious relationship between tax collection and payment, the "Fengqiao experience" was integrated into the tax service, and a "tax dispute mediation center" was established to timely accept and properly handle issues related to tax payment services; For complex and significant tax and fee disputes, a team of experts will be set up in conjunction with the policies and regulations departments to jointly study and deal with them, and through "special affairs and special posts", the channels for taxpayers’ demands to be collected at any time, responded quickly and fed back on time will be further unblocked, and taxpayers’ satisfaction and tax compliance will be continuously improved.
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