Optimizing Service Standard
In 2019, in order to implement the strategic plans issued by the Central Committee of the Communist Party of China and the State Council, the STA, adhering the aim to establish a voluntarily compliant, high-qualified and convenient taxpayer service system, organized a group of tax officials to amend the previous taxpayer service standards and promulgated the National Taxpayer Service Standard (Version 3.0), through which taxpayers' burden is further relieved, time for tax matters is reduced and channels for tax matters are expanded, giving taxpayers a better experience and a sense of gain.
Improving Service System
The STA has further enhanced its overall service system by making further improvements in first-contact person accountability, processing time limits, service reservation, off-time service, one-off notice, and 24-hour self-service. It has also innovated its communication mechanism to safeguard the stable operation of tax service halls and explored a Warning and Correcting Mechanism for tax filing and reporting based on taxpayers' vulnerable reporting.
Streamlining Tax-related Matters Processing
The STA has simplified processes in tax-related matters to save taxpayers repeated visits to different offices; further simplified the paperwork for tax-related matters to relieve compliance burdens; benchmarked against tax indicators in Doing Business publicized by the World Bank and reduced frequency and time for tax payments; consistently upgraded the List of Tax-related Matters that Could be Completed by Taxpayers Within No More than One Show in Person at the Tax Service Hall, and more than 70% of tax matters have met the requirement of the list in advance; implemented one-stop service on municipal, provincial and national levels to allow taxpayers to complete tax-related matters at the venue of their own choice conveniently.
Innovating Service Methods
Following the principle of unified norms, convenience in use, efficient management and safe operation, the STA has promulgated Self-Service Terminals Regulatory Measures and Self-service Terminals Business Norms (Version 1.0), actively enriched the functions of self-service terminals and regulated their administration. The STA has encouraged taxpayers to self-process tax matters at their nearest terminals so that tax matters applied by taxpayers could be processed outside tax service hall, promoting the transformation and upgrading of taxpayer services.