河南新乡市：转型求实效 办税缴费更便利

Core Viewpoint - The transformation and upgrade of tax service halls are essential for tax authorities to adapt to the digitalization trend and diverse taxpayer demands, thereby optimizing the business environment [1] Group 1: Front Desk Service Transformation - The tax service hall is optimizing its layout and resource allocation to create specialized areas for quick processing, self-service, and complex matters [2] - A triage system is implemented to streamline tax processes, reducing unnecessary waiting times and costs for taxpayers [2] - The city is exploring a "smart micro-hall + self-service terminal" model to enhance accessibility, with 17 smart micro-halls and 35 self-service machines covering 260,000 taxpayers [2] Group 2: Middle Office Collaboration - Business processes are categorized by complexity to improve efficiency at tax service windows [3] - A cross-departmental collaboration mechanism is established to enhance taxpayer interaction and service delivery [3] - A dedicated team is formed to analyze taxpayer issues and improve response quality, with 18 interactive service centers and a success rate of over 99% in taxpayer interactions [3] Group 3: Back Office Support - Dynamic monitoring of service channels is implemented to optimize resource allocation and reduce service costs [4] - Human resources are flexibly allocated based on various performance indicators to enhance service delivery [4] - Data analysis is utilized to identify taxpayer needs and improve service strategies, resulting in a 36% increase in average processing efficiency [4]