The General Department of Taxation measures the taxpayer’s satisfaction

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The measurement criteria for the taxpayer’s satisfaction are determined by 5 factors. Photo: Thuy Linh

According to the General Department of Taxation, the project aims to objectively assess the quality of tax administration services and quickly cover the problems of taxpayers to propose solutions to improve policies, raise satisfaction and facilitate businesses.

Specifically, the measurement criteria for taxpayer’s satisfaction are determined by 5 factors: assessment of public administrative services in the tax field; tax administrative procedures; civil servants who directly deal with work; results of administrative procedures settlement; reception and settlement of comments, feedbacks and proposals. For each factor, the project has indicated the criteria.

Regarding the assessment of public administrative services, there are 2 criteria: assessment of information on tax policies and tax administrative procedures (convenience, efficiency) and facilities and conditions for the handling of administrative procedures of tax authorities (the sufficiency, modernity and ease in using equipment). In terms of quality, the tax administrative measures the satisfaction by the criteria of the administrative procedures (rationality, legality of procedures; order and ways of implementation) and by the process of administrative procedures (public and accurate listing, the ease of processing).

Regarding the civil servants who directly deal with work, it is evaluated according to the criteria of qualifications and professional skills (professional knowledge and proficiency in the process); spirit, attitude (politeness, listening, respect to taxpayers). Regarding the results of resolving administrative procedures in the tax field, there are 3 criteria for complying with regulations, including sufficient information and frequency of inspection and settlement of tax complaints.

Particularly for the receipt and settlement of comments, feedbacks and proposals of taxpayers, there are 4 criteria: the form of receipt, the way of giving opinions, notifying the settlement results, recognizing opinions and expectations of the taxpayer.

The project also specifies 3 main methods to measure the satisfaction. Accordingly, for the method of delivering questionnaires by post, tax authorities send the questionnaires by post to businesses according to five measurement levels: very satisfied, satisfied, normal, dissatisfied, extremely dissatisfied. The satisfaction indicators of the tax authorities is determined by the percentage of "satisfied" and "very satisfied" answers over the total number of answers.

In addition to the indicators, other information on recognizing the business’s expectations in the service provision of tax authorities is synthesized to provide information for the management. Once every 2 years, the satisfaction measurement results are publicly announced after the investigation and survey ends every two years.

The project stipulates that for the direct investigation method at the single window division of the tax authority, the measurement is to directly assess each factor by each administrative procedure every 2 years. Measurement results are made public in the whole sector and at the offices of tax authorities at all levels.

The method of online survey on the electronic portal of tax authorities is assessed by each factor with criteria related to public administrative services and contents to support taxpayers. This method is conducted periodically every year under the guidance and direction of the General Department of Taxation.

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In addition to the above methods, depending on specific conditions, satisfaction measurement can apply one or more other methods, such as direct interviews based on the existing questions available; survey via phone call, SMS and email.