Korea Rong said that 12366, as a unified service hotline of the national tax system, has become an authoritative platform for answering taxpayers' tax inquiries, accepting complaints and reports, and collecting opinions and suggestions after years of development. According to the requirements of the Guidance, the local 12366 hotlines will be merged into the local 12345 in the form of sub-centers, and the number and flow seats will be reserved. As a sub-center of 12345, 12366 will support the platform of 12345, seamlessly accept and quickly handle the transfer request of 12345, enjoy relevant consulting data and information, and provide taxpayers with better, more convenient and more refined services. Specifically, it will achieve three improvements:
First, the tax payment channel will be better. Taxpayers can call 12345 for tax consultation, or directly call 12366 for service. For general consultation, you can answer directly 12345; Professional consultation, 12345 will be coordinated by telephone or work order transfer 12366. In this way, the service channel has changed from one to two. 1+ 1 & gt； 2? The effect will be strongly reflected.
Second, it will take longer to provide tax services. 12366 will follow? 7? 24 hours? The standard of manual service, scientifically match the manual service personnel of 12366, and provide for taxpayers? 7? 24 hours? Continuous service.
Third, the efficiency of tax service will be higher. On the existing basis, learn from the good experience and good practices of 12345, further improve the closed-loop handling mechanism of the whole process of taxpayer's appeal reception, transfer, supervision, feedback, evaluation, return visit and evaluation, and promote the continuous improvement of the response rate, problem solving rate and satisfaction rate of 12366.
Korea Rong also stressed that in the next step, according to the requirements of the Guiding Opinions, on the basis of the steady and orderly merger with the 12345 hotline, it will further expand the application of big data and artificial intelligence technology, actively promote the digitalization and intelligent transformation of the 12366 hotline service, and continuously promote the reform of tax service measures in terms of concepts, methods and means to provide taxpayers with better quality and convenience. (Source: State Taxation Administration of The People's Republic of China)