汉川市国税局办税服务厅服务质量提升策略研究

发布时间：2019-04-01 18:56

【摘要】：“加快行政管理体制改革,完善公共服务体系,强化社会管理和公共服务职能,建设服务型政府”是党的十八大提出的重要举措之一。税收工作与经济社会紧密相联,与广大纳税人息息相关。税务部门作为重要的政府经济职能部门,它的服务水平和执法能力的高低,直接关系到党和政府在人民群众中的形象。税务部门在完善政府公共服务体系和建设服务型政府中担负着重要职责。优化和改进纳税服务工作,既是全心全意为人民服务的具体体现,也是推动服务型政府建设的重要举措。本文由绪论、相关概念与理论解读、纳税服务分析、提高纳税服务质量的对策思考、总结与展望等五个部分组成。第一部分探讨了论文的研究背景、研究意义、国内外理论研究现状,采用的研究方法、以及写作框架和特色创新之处。第二部分对纳税服务的概念和包含的基本内容等进行了解读。第三部分以汉川国税局办税服务厅为例进行纳税服务分析,结合工作实际论述了汉川国税局纳税服务工作的整体开展情况,总结了一些好的做法及取得的成绩；同时也从工作认识、工作考核、人员素质、信息化建设等四个方面指出了汉川国税局在纳税服务工作中存在的影响服务质量的问题,并对产生这些问题的原因进行了具体分析。第四部分对提升汉川国税局办税务厅的服务质量的途径进行了研究。从实施“素质提升工程”、加快信息化建设步伐、打造“权益保护365”服务品牌等三方面提出了一些建设性的意见。第五部分对全文进行了总结概括,并对未来纳税服务工作所面临的形势和要求进行了展望。本文的创新点是将税务机关的纳税服务工作融入到服务型政府建设之中去,再将其与社会公众满意度结合起来研究,提出构建一个纳税人的信息反馈体系。重点阐述税务部门和纳税人互动、纳税人和中介组织参与、维护纳税人合法权益的必要性。
[Abstract]:"speeding up the reform of the administrative management system, perfecting the public service system, strengthening the social management and public service functions, and building a service-oriented government" is one of the important measures put forward by the 18th National Congress of the Communist Party of China. Taxation is closely linked with the economy and society, and is closely related to the vast number of taxpayers. As an important government economic function department, the tax department's service level and law enforcement ability are directly related to the image of the Party and the government among the people. Tax department plays an important role in perfecting government public service system and constructing service-oriented government. Optimizing and improving tax service is not only a concrete embodiment of serving the people wholeheartedly, but also an important measure to promote the construction of service-oriented government. This paper consists of five parts: introduction, interpretation of related concepts and theories, analysis of tax service, countermeasures to improve the quality of tax service, summary and prospect. The first part discusses the research background, research significance, domestic and foreign theoretical research status, the research methods used, as well as the writing framework and features of innovation. The second part interprets the concept and basic content of tax service. The third part takes the tax service department of Hanchuan Inland Revenue Bureau as an example to analyze the tax service, discusses the whole development situation of the tax service work of Hanchuan Inland Revenue Bureau, and summarizes some good practices and achievements. At the same time, from the aspects of work understanding, work assessment, personnel quality, information construction and so on, this paper points out the problems existing in the tax payment service work of Hanchuan State Revenue Bureau, and analyzes the reasons for these problems. The fourth part studies the ways to improve the service quality of the tax department of Hanchuan Inland Revenue Bureau. This paper puts forward some constructive suggestions from three aspects, such as carrying out "quality improvement project", speeding up the step of information construction and building the service brand of "protection of rights and interests 365". The fifth part summarizes the full text, and looks forward to the future situation and requirements of tax service. The innovation of this paper is to integrate the tax service work of the tax authorities into the construction of the service-oriented government, and then combine it with the social public satisfaction, and propose to construct a taxpayer's information feedback system. The interaction between tax authorities and taxpayers, the participation of taxpayers and intermediary organizations, and the need to safeguard the legitimate rights and interests of taxpayers are emphasized.
【学位授予单位】：华中师范大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F812.42;D630

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