本文選題：東莞市 + 12366納稅服務(wù)熱線��； 參考：《廣西師范大學(xué)》2017年碩士論文

【摘要】：通過十多年的運(yùn)轉(zhuǎn),12366納稅服務(wù)熱線的服務(wù)內(nèi)涵和技術(shù)措施不斷豐富改進(jìn),服務(wù)質(zhì)效和服務(wù)平臺(tái)不斷晉升完善,體制建設(shè)和績效管理措施不斷健全,納稅人滿意度和社會(huì)認(rèn)可度不斷提升,已經(jīng)形成了初步的服務(wù)品牌效應(yīng)。但熱線在人員穩(wěn)定性、服務(wù)規(guī)范性、管理效能等方面仍存在一些問題,影響了熱線服務(wù)質(zhì)量。本文以東莞國稅12366納稅服務(wù)熱線呼叫中心為例,通過比較研究的方法,深入剖析上述問題的具體情況和原因,提出提高熱線效能的建議。本文共分為四部分。第一部分為緒論,此部分對(duì)本文的選題背景、研究目的和意義以及研究思路、研究方法和創(chuàng)新點(diǎn)等作了必要的闡述和介紹,并重點(diǎn)對(duì)與該選題相關(guān)的現(xiàn)有研究文獻(xiàn)做了系統(tǒng)的研究,對(duì)關(guān)于行政成本、政府職能國內(nèi)外文獻(xiàn)和許多專家學(xué)者的有關(guān)觀點(diǎn)進(jìn)行了綜合評(píng)述。同時(shí)介紹了相關(guān)概念界定與理論基礎(chǔ),闡述了行政成本、政府職能等理論。第二部分詳細(xì)介紹了東莞市國稅局12366熱線呼叫中心的建設(shè)現(xiàn)狀,根據(jù)國家稅務(wù)總局的發(fā)展要求,對(duì)其建設(shè)方向和面臨的形勢(shì)進(jìn)行了深入分析。結(jié)合東莞市國稅局12366熱線的實(shí)際運(yùn)行現(xiàn)狀,詳細(xì)分析了熱線中的存在的滿意度不高、話務(wù)質(zhì)量有待提升等五大問題。第三部分從熱線規(guī)模、人員流動(dòng)性、知識(shí)庫建設(shè)、崗位待遇等四大方面,結(jié)合公共管理學(xué)中的行政成本、政府職能等知識(shí),一一對(duì)應(yīng)地,深入剖析了熱線當(dāng)前存在各種問題的原因。第四部分通過借鑒廣州市、珠海市這2個(gè)廣東省內(nèi)兩個(gè)兄弟市的做法,結(jié)合東莞市的實(shí)際情況,對(duì)東莞市國稅局12366熱線呼叫中心提出一系列的改進(jìn)建議。
[Abstract]:After more than a decade of operation, the service connotation and technical measures of the tax service hotline 12366 have been continuously enriched and improved, the quality and efficiency of service and the service platform have been continuously improved, and the measures of institutional building and performance management have been continuously improved.Taxpayer satisfaction and social recognition continue to improve, has formed a preliminary service brand effect.However, there are still some problems in personnel stability, service standardization, management efficiency and so on, which affect the service quality of hotline.Taking the call center of Dongguan tax 12366 tax service hotline as an example, this paper analyzes the specific situation and causes of the above problems by means of comparative study, and puts forward some suggestions for improving the efficiency of the hotline.This paper is divided into four parts.The first part is the introduction, this part has made the necessary elaboration and the introduction to the topic background, the research purpose and the significance as well as the research thought, the research method and the innovation point and so on.It also makes a systematic research on the existing research literature related to this topic, and makes a comprehensive review on the administrative costs, government functions and the relevant views of many experts and scholars.At the same time, this paper introduces the definition and theoretical basis of relevant concepts, expounds the administrative costs, government functions and other theories.The second part introduces the current situation of the construction of the 12366 hotline call center of Dongguan State Taxation Bureau in detail. According to the development requirements of the State Administration of Taxation, the construction direction and the situation facing it are analyzed in depth.Combined with the actual operation of the 12366 hotline of Dongguan State Revenue Bureau, the paper analyzes in detail five major problems, such as the low satisfaction of the hotline and the need to improve the quality of telephone service.In the third part, from the four aspects of hotline scale, personnel mobility, knowledge base construction, post treatment and so on, combining the knowledge of administrative cost and government function in public management, it corresponds to one by one.This paper deeply analyzes the causes of various problems existing in the hotline at present.The fourth part puts forward a series of suggestions to improve the call center of the 12366 hotline of the State Taxation Bureau of Dongguan by referring to the practices of two brothers cities in Guangzhou and Zhuhai and combining with the actual situation of Dongguan City.
【學(xué)位授予單位】：廣西師范大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F812.42

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