东莞市国税局12366热线服务平台建设问题研究

发布时间：2018-04-16 17:40

本文选题：东莞市 + 12366纳税服务热线　；参考：《广西师范大学》2017年硕士论文

【摘要】：通过十多年的运转,12366纳税服务热线的服务内涵和技术措施不断丰富改进,服务质效和服务平台不断晋升完善,体制建设和绩效管理措施不断健全,纳税人满意度和社会认可度不断提升,已经形成了初步的服务品牌效应。但热线在人员稳定性、服务规范性、管理效能等方面仍存在一些问题,影响了热线服务质量。本文以东莞国税12366纳税服务热线呼叫中心为例,通过比较研究的方法,深入剖析上述问题的具体情况和原因,提出提高热线效能的建议。本文共分为四部分。第一部分为绪论,此部分对本文的选题背景、研究目的和意义以及研究思路、研究方法和创新点等作了必要的阐述和介绍,并重点对与该选题相关的现有研究文献做了系统的研究,对关于行政成本、政府职能国内外文献和许多专家学者的有关观点进行了综合评述。同时介绍了相关概念界定与理论基础,阐述了行政成本、政府职能等理论。第二部分详细介绍了东莞市国税局12366热线呼叫中心的建设现状,根据国家税务总局的发展要求,对其建设方向和面临的形势进行了深入分析。结合东莞市国税局12366热线的实际运行现状,详细分析了热线中的存在的满意度不高、话务质量有待提升等五大问题。第三部分从热线规模、人员流动性、知识库建设、岗位待遇等四大方面,结合公共管理学中的行政成本、政府职能等知识,一一对应地,深入剖析了热线当前存在各种问题的原因。第四部分通过借鉴广州市、珠海市这2个广东省内两个兄弟市的做法,结合东莞市的实际情况,对东莞市国税局12366热线呼叫中心提出一系列的改进建议。
[Abstract]:After more than a decade of operation, the service connotation and technical measures of the tax service hotline 12366 have been continuously enriched and improved, the quality and efficiency of service and the service platform have been continuously improved, and the measures of institutional building and performance management have been continuously improved.Taxpayer satisfaction and social recognition continue to improve, has formed a preliminary service brand effect.However, there are still some problems in personnel stability, service standardization, management efficiency and so on, which affect the service quality of hotline.Taking the call center of Dongguan tax 12366 tax service hotline as an example, this paper analyzes the specific situation and causes of the above problems by means of comparative study, and puts forward some suggestions for improving the efficiency of the hotline.This paper is divided into four parts.The first part is the introduction, this part has made the necessary elaboration and the introduction to the topic background, the research purpose and the significance as well as the research thought, the research method and the innovation point and so on.It also makes a systematic research on the existing research literature related to this topic, and makes a comprehensive review on the administrative costs, government functions and the relevant views of many experts and scholars.At the same time, this paper introduces the definition and theoretical basis of relevant concepts, expounds the administrative costs, government functions and other theories.The second part introduces the current situation of the construction of the 12366 hotline call center of Dongguan State Taxation Bureau in detail. According to the development requirements of the State Administration of Taxation, the construction direction and the situation facing it are analyzed in depth.Combined with the actual operation of the 12366 hotline of Dongguan State Revenue Bureau, the paper analyzes in detail five major problems, such as the low satisfaction of the hotline and the need to improve the quality of telephone service.In the third part, from the four aspects of hotline scale, personnel mobility, knowledge base construction, post treatment and so on, combining the knowledge of administrative cost and government function in public management, it corresponds to one by one.This paper deeply analyzes the causes of various problems existing in the hotline at present.The fourth part puts forward a series of suggestions to improve the call center of the 12366 hotline of the State Taxation Bureau of Dongguan by referring to the practices of two brothers cities in Guangzhou and Zhuhai and combining with the actual situation of Dongguan City.
【学位授予单位】：广西师范大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F812.42

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