Service Performance Management System
Published: 2016-03-25
Background
Tax service halls, as the frontline for tax authorities to provide taxpayer services, are the most commonly used service windows for taxpayers. The efficiency of tax service halls, the quality of their procedures, and the attitude of service directly affect taxpayers' evaluation of tax authorities. Taxpayer satisfaction, as an important assessment indicator, has led all levels of tax authorities to prioritize taxpayer service. Currently, tax service halls handle numerous types of business, requiring multiple business systems that operate independently. This makes it difficult to achieve unified system aggregation, collection, early warning, monitoring, and assessment. Based on their tax business situation, the Wuzhou Tax Bureau proposed establishing a comprehensive service platform that integrates tax service hall systems with work attitude evaluation and service window performance assessment, elevating taxpayer service to a new level.
Objectives
The objective is to enhance on-site management and monitoring, enabling early warnings for abnormal situations in key processes, on-site condition monitoring, and performance assessment of personnel at various stages. By leveraging existing foundational conditions, the system aims to solve the drawbacks of relying on manual reporting and experiential processing. Combined with existing big data, it further refines and analyzes information to implement a tax industry-specific supervision and performance assessment system, elevating taxpayer service to a new level.
Overall Solution
Service Hall Traffic Monitoring Management
Integrated with existing tax service hall queuing and calling systems, the solution monitors and extracts data from each service hall's queuing system in real-time, tracking traffic conditions in each hall. It provides effective alerts when a service hall exceeds warning thresholds and generates statistical analysis results.
Tax Service Staff Efficiency Management
Combined with existing tax systems, the solution automatically captures tax service staff's system operation records, evaluating how they handle business for each taxpayer. This information is linked with the queuing system and evaluation system to manage the efficiency of tax service staff's work activities.
Service Evaluation Management
Integrated with existing service hall evaluation management systems, the solution monitors and extracts data from each hall's evaluation system in real-time, tracking evaluation results in each service hall to understand taxpayer service evaluation situations and generate statistical analysis reports.
Multi-System Integration Management
To avoid increasing the workload of tax service staff and to minimize administrators' performance management workload, the solution effectively integrates all involved systems, fully leveraging big data capabilities to maximize the automation of service performance management.
Monitoring Dashboard
Based on service hall traffic monitoring, efficiency management, and evaluation management, the solution creates customized monitoring dashboards for different user needs, displaying real-time monitoring status to achieve information transparency and collective supervision.
Application Results
Unified Time Service
The solution implements automated service performance management, keeping time strictly consistent across all operating systems, such as queuing systems, evaluation systems, collection management systems, and service hall staff workstations. This allows automatic matching of taxpayer business processing during service staff operations, providing a fundamental basis for service performance analysis and management.
Centralized System Data
The service performance management platform is based on users' existing queuing systems, collection management systems, evaluation systems, and other independent systems. It effectively connects these previously isolated systems, using various data capture methods combined with platform foundation data to create a "big data" environment. This fully utilizes available data to provide a comprehensive, expandable data environment for the entire service performance management platform.
Performance Assessment
Following the taxpayer service process, from when taxpayers take a number and wait until they complete their business and provide feedback, the system conducts automatic analysis and evaluation. This enables service hall traffic monitoring management, tax service staff efficiency analysis, service evaluation management, business processing monitoring, and tax service staff performance assessment.
Client Feedback
1. The system has integrated tax service hall systems, optimized tax processing procedures, improved tax processing efficiency, saved valuable time for taxpayers, and received positive feedback from taxpayers.
2. By adding work performance evaluation and work assessment mechanisms, tax officials' service awareness has improved, leading to increased taxpayer satisfaction.
3. The system pioneered a new form of window performance assessment among regional tax authorities, responding to the call for excellence and actively implementing the Party's mass line.