Tax sector implements set of indicators to assess service quality

Tax sector implements a set of indicators to assess service quality. Photo: Thùy Linh

The General Department of Taxation has just issued a plan to implement Decision 766/QD-TTg of the Prime Minister approving the set of indicators for directing, administering and assessing the service quality provided to people and businesses (the set of indicators) in the implementation of administrative procedures, public services in the electronic environment.

The set of indicators aims to serve the leaders of the General Department of Taxation in directing, managing and evaluating the results of administrative procedure reform of the affiliated units under the General Department of Taxation; making a detailed assessment of the service quality of tax authorities at all levels provided to people and businesses in the implementation of administrative procedures and public services in the electronic environment.

Accordingly, the evaluation results are one of the criteria to consider the level of accomplishment of each unit; determine the responsibilities of individuals and heads of units in performing administrative procedures and providing public services; give priority to consideration of promotion, appointment, planning, training and retraining and consideration of commendation and disciplinary action against civil servants and employees.

The set of indicators is determined based on five groups of component indexes including publicity, transparency; progress and results of work settlement; digitization of dossiers; providing online public services; and satisfaction level.

The evaluation results are publicized on the National Public Service Portal, the Ministry of Finance's Public Service Portal, and the General Department of Taxation's web portal as a basis for determining the level of accomplishment of the units.

The source of analytical data is taken from the synchronous data of records and statistics on the processing of dossiers from the Information System for handling administrative procedures at all levels in accordance with the regulations on the National Public Service Portal; data from the national database on administrative procedures; data of the database on administrative procedures of the tax sector; data of implementing administrative procedure, online public service provision, online payment, satisfaction assessment, feedback, recommendations on the National Public Service Portal. Administrative procedure control report data on the National Reporting Information System. Data is connected and shared from information systems, national databases (population, business registration), and specialized databases.

To implement the Index to serve people and businesses, the General Department of Taxation requires the units under the General Department of Taxation, local tax departments to update the status of dossiers and return results of administrative procedure settlement on time, synchronize data and progress of administrative procedure settlement on the National Public Service Portal.

Along with that, implementing digitization of records, administrative procedure settlement results and handling administrative procedures via the electronic method. Receiving and responding to complaints and recommendations of individuals and organizations in a timely manner, ensuring it meets the prescribed time. Local tax departments are responsible for guiding and organizing the implementation to tax branches under the implementation plan in this Decision.

Furthermore, The Propagation and Taxpayer Service Department is responsible for coordinating with units to assess the quality of administrative procedures and assess the satisfaction of people and businesses through the monitoring and evaluation system.

The Department of Information Technology chaired and coordinated with relevant units in connection, integration and synchronization of data and records between information systems, statistics on the situation of processing and handling of administrative procedures dossiers to the National Public Service Portal under the guidance of the Ministry of Finance and the professional requirements of units under the General Department of Taxation which is assigned to chair, meeting the integration requirements for tax management functions.

At the same time, the unit coordinates with other units providing statistical data on the number of public services arising records, financial obligation requirements, online payments, connection and sharing of population data: satisfaction assessment data, handling reflections, recommendations on the National Public Service Portal and the systems of the Tax and Finance sectors. Connecting shared data from information systems, national databases (population, business registration), and specialized databases.

The General Department of Taxation assigned the Office to monitor and inspect the units to perform the assigned tasks following the implementation plan and promptly report to the General Department and the Ministry of Finance on difficulties and obstacles in the implementation process.

On that basis, proposing solutions to improve the quality of administrative procedures and public service provision within the management scope of the General Department of Taxation. At the same time, the unit chairs and coordinates with relevant units in processing the evaluation data announced by the Government Office and the Ministry of Finance to promptly advise solutions to the General Department's leaders for implementation.