Implementing "One Window" Service to Build "Three-Full" System

Promote the "one window" service and build the "three-complete" system

“One Window” is a management mode with the taxation service hall as the carrier, information technology as the guide, and the function of adjusting the window as the means to optimize the collection and management process, so that taxpayers can handle all tax-related matters in one window. Strive to achieve the best combination of service and management, maximize the quality and efficiency, so that it forms an ideal pattern of tax-free accessibility, management without loopholes, no dead ends, no waste of resources.

However, before the implementation of “one window”, there are many problems. First, it is inconvenient for taxpayers to set up taxes, which is easy to trigger conflicts between the two parties. Taxpayers often need to work in tax offices when handling a variety of tax-related matters. Windows round-trip processing, because of the pains of running back and forth, it is inevitable that there are complaints, and the tax authorities are limited to the process setting, but also helpless, thus causing unnecessary conflicts. Second, the workload of the Office of Taxation Services is unevenly distributed, which is likely to cause psychological imbalances among internal personnel, resulting in mutual comparisons, which is not conducive to mobilizing the enthusiasm of all employees. Third, the business function is single, long-term work, easy to complacent, so that people do not seek advancement, is not conducive to the improvement of the overall quality of the cadre team. In combination with our work practices, I believe that only by fully integrating existing resources, vigorously expanding service space, and continuously improving relevant mechanisms, can we truly implement the “one-window” reform, so that it can improve work efficiency, improve service quality, and strictly manage the system. Strengthen the fundamental purpose of team building.

First, fully integrate resources and focus on the implementation of all-round taxation methods

According to the requirements of “one window” management, the national taxation authority should fully integrate the existing resources to form a pattern of large-scale convergence of functions, large concentration of personnel functions, and large integration of machine efficiency. The specific idea is:

It has its own functions in one hall and implements “integrated” management. That is to give the Taxation Service Department a complete and independent department function, and divest all the functions and services of the original functional departments, and merge them into the Tax Service Office, making it a subject with complete collection and service functions, all tax-related. Matters are concentrated in the lobby.

The taxation matters are carried out in one window and the “one window” service is implemented. The first is the degenerate window. The tax registration, declaration and invoice distribution, which were originally set up for taxpayers, will be integrated into a full-featured general-purpose window, and the “multi-link” service will be “one-window” service, enabling taxpayers. All tax-related matters can be handled in one general window. The second is the merger business, which merges the taxation matters. After each window is accepted, it will issue a “document acceptance form” for the taxpayer, indicating the type and quantity of the acceptance of the document, the time limit for processing the time limit, and the time of receiving the taxpayer. The taxpayer relies on the receipt of the “Clerk Acceptance Form” and collects the relevant examination and approval documents within the prescribed time limit to solve the problem of taxpayers going up and down and looking around. At the same time, the transition from individual combat to division of labor is realized, in order to change the problem of poor connection, unevenness of service, single service mode, low service level and low service efficiency.

The omnipotence serves one person and implements a “one-stop shop”. With the integration of Windows functions, the functions of Windows personnel are also diversified. From the past, Windows personnel only need to master a job type skill to rise to familiarize themselves with the entire business process. Therefore, each window personnel should quickly implement the transition from a specific type to a versatile type, fully competent for each job of Windows, fully accept all tax-related matters of taxpayers, be proficient in the operation of the CTAIS system and the Golden Tax Project, and regulate all taxes. The process answers the taxpayer's consulting questions, performs the window service functions, and comprehensively handles all tax-related matters. In addition, the software settings should be re-arranged according to the needs of the all-around "one window". According to the principle of convenient operation, the windows business should be classified and stored in a unified manner to ensure that the operation can be knocked out.

The information is processed in one machine and the “one network” operation is implemented. The first is to strengthen the docking of the front and back office. The front desk is responsible for accepting the taxpayer's tax-related matters. It is not necessary to apply for approval or transfer of tax-related business internally. The back office is responsible for accepting internal audits, investigations, approvals, etc. , the implementation of paperwork online circulation. Ensure that the Office of Taxation Services radiates to both the taxpayer and the functional management department, so that the taxpayer, the taxation service department, and the management department can pass the three-level communication pipeline unimpeded. The second is to strengthen the interface between the CTAIS system and the Golden Tax Engineering Operation Platform, and eliminate information technology and process management obstacles. On the same platform, the same microcomputer is compatible, information sharing, and simultaneous operation. The third is to strengthen the interface between information processing and information utilization, and implement centralized processing, automatic storage and comprehensive utilization of basic information data to provide accurate and intuitive data sources for records, inquiries and assessments. The fourth is to strengthen the docking of tax and bank, the bank to the tax service department to set up a special window, the tax set up a tax transition account in the bank, and continue to implement tax pre-storage for taxpayers who implement the “double decision”. The fifth is to strengthen the docking of tax and enterprises, so that enterprises can pay taxes directly online.

Second, vigorously expand the space and provide full-service tax service

The main purpose of implementing "one window" is to improve service quality. Therefore, it is necessary to further strengthen service awareness, change service style, strict service standards, improve service quality, improve service system, and provide full-service services for taxpayers.

Put the sense of service throughout the field

In view of the multiple functions of “extraction and service”, “enforcement and management” and “reflection and staff” of the Tax Service Office, it is imperative for taxpayers to be anxious, to think of taxpayers, and to take the needs of taxpayers as a starting point. Taxpayer's satisfaction is the foothold, establishing a humanized taxation atmosphere and laying the foundation for the “green channel” for taxation. At the same time, in the process of tax administration, strict basic data management should be strictly carried out, information materials should be accurately entered, data sources should be systematic, and account book accounting should be automated, providing accurate, timely and comprehensive data for management and auditing series.

Infiltrate the service approach into all directions

The first is to implement the open taxation system with “one Taiwan”, “one map”, “one column” and “one book” as carriers. That is to set up a help desk, draw a tax map, open a public column, provide a written tax guide to prompt, change the passive service as an active service, remind taxpayers of the matters and content that should be paid attention to, the rules and procedures that should be followed, the standards that should be met and Requirements form a general environment conducive to tax compliance. Second, the "one responsibility", "one book", "one" as the carrier, the implementation of the service responsibility system, the formulation of job responsibilities. Fill in the tax documents, the data transfer register and the duty log, quantify the work content, and define the service responsibility. The third is to implement the promised service with the "two screens" as the carrier. Install an automatic touch inquiry system and LED large screen display in the tax service hall, and connect with the software management database to expose the taxpayer's most concerned double tax amount, stop business, tax owed and various charging standards, which will be time-limited and delayed. Service standards such as appointments and Internet access are open to the taxpayer, and until the taxpayer is satisfied with the sales number, the service behavior is regulated. The fourth is to implement the diversified declaration with the "three machines and one post" as the carrier. Electronic and voice declarations are carried out through microcomputers, mobile phones and telephones, and postal declarations are carried out through post offices, and the 12366 tax service hotline is opened in due course.

Cover the quality of service to all aspects

Within the Office of Tax Services, three mechanisms have been fully established. First, the establishment of an attendance mechanism, the implementation of the "tax duty service office work duty system", the implementation of the uninterrupted work system, "no holiday, all weather" window open. The second is to establish a supervision mechanism, set up full-time assessment positions, and be a cadre who is proficient in taxation business, has strong principles, and can strictly enforce discipline. According to the results of field visits and questionnaire surveys, the assessment posts will supervise the service attitude, level, efficiency, style of work, the environment of the tax service hall, and the handover of duty, and report the assessment on a monthly basis. The third is to establish a coordination mechanism to hold regular coordination meetings on issues arising in the process of tax service, and to study solutions in a timely manner to create a good external environment for “one window” services.

Project the line of sight of the service to the entire process

To implement the "one window" service, the first step is to make the internal business process design of the national taxation authority scientific and fluent. Therefore, it is necessary to reform the administrative examination and approval of the national taxation authority, otherwise the "one window" service cannot be put in place. The first is to compress the examination and approval projects, reduce the examination and approval links, and improve the examination and approval methods. According to the relevant provisions of the Administrative Licensing Law, an ex-post filing system for tax matters that must be supervised and managed by the tax authorities shall be implemented, taxpayers shall be implemented according to law, and the grass-roots tax authorities shall supervise and inspect afterwards, and combine pre-existing examination and approval with post-event management. The second is to decentralize the examination and approval authority, cancel the practice of signing the same level of the same authority in the process of approval, and move down part of the examination and approval permission, who will be responsible for the approval, and realize the maximum reasonable function of the window and the highest efficiency of work efficiency. The third is to implement the relationship between power and responsibility. For each business such as tax registration, tax return, invoice sale, and tax consultation, Windows personnel must also bear corresponding responsibilities while enjoying the right to handle. In addition, an abnormal situation is also set to deal with the post so as not to be dealt with immediately after the abnormal situation occurs, and siltation is formed in the window, causing blockage. After reforming the administrative examination and approval, the line of sight of the service can be projected to the entire process of the national taxation authority, thereby improving the quality of the "one window" service.

Third, improve relevant mechanisms and fully implement full-staff performance management

To do a good job of "one window" service, personnel is the key, the system is the guarantee, and the interests are the core. To achieve the organic connection of the three, we must reform the distribution mechanism, optimize the management mechanism, strengthen the bundling mechanism, and implement the responsibilities, rights, and interests.

Refine the division of labor, implement reasonable sharing of responsibilities, and implement effective division of power. In the Tax Service Office, the window responsibility system under the leadership of the lobby director is implemented. The director of the hall is responsible for the supervision and implementation of the various operations and processes of the affiliated windows, and proposes optimization measures according to the operation situation, reports to the bureau leaders, conducts timely adjustment and control, and is responsible for the business acceptance and approval of the functions and functions. Forward and supervise. The Windows Supervisor is fully responsible for the Windows business, and conducts statistics, distribution, transmission, verification and summary of the business that occurs in Windows such as tax registration, tax return, certification, declaration, invoicing, invoice sale, and tax consultation. Each window staff member must obey the management of the corresponding window supervisor. From the vertical point of view, the director's work is responsible to the party group, the work of the window supervisor is responsible to the director, the window personnel are responsible for the inward window supervisor, and the foreign taxpayer is responsible; from the horizontal point of view, the lobby director is in charge, and the window supervisor is responsible for the business. The Windows staff implements a unified management network. To ensure that the business is not offside, not vacant; the use of the license does not exceed the authority, does not decentralize; assume responsibility does not slip shoulders, not unloading.

Optimize assessment, implement scientific classification on performance, and implement optimal distribution on benefits. After the responsibility is clear, to ensure that the "one window" is normal, efficient, stable and lasting, the distribution mechanism must be activated, performance management should be implemented, and personnel vitality should be activated. Quantitative assessment in business. It is necessary to do a good job of attendance records; it is also necessary to ensure that the on-duty personnel handle the record of business volume, conduct one-day statistics, and summarize them on January 1 and file for review. Qualitative assessment on the service, not only assess the service attitude, whether there is any contradiction with the taxpayer in the current month's work, whether it is subject to taxpayer complaints, but also to assess the service level, whether there is incomplete data in the work of the month, the data is not accurate . In the performance of the hierarchical evaluation, combined with star rating, according to business quantification, service quality, taxpayer opinions and other weight rules, determine the star lift, determine the star rating. Implement the best distribution of interests and open the grade. Performance, and other team leaders are linked to salary bonuses.

In short, the "one-window" collection and management reform is a re-regulation of the tax collection and management process. It is a reorganization of the internal organization of the taxation authority. It involves all aspects of the taxation agency's business work. It is a systematic and complex project and must be based on services. Focus on management and study and explore in practice.