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青海12366纳税服务中心坐落于青藏高原,由青海省国、地税局联合共建,采用“省级集中、共用平台、一号接入、合署办公”的模式,多年来为社会各界和广大纳税人提供线上“零距离”纳税服务。中心先后在总局、省局税务系统“金三工程”推广上线工作和“营改增”推行工作中获得嘉奖,获得“全省女职工建功立业标兵岗”“青海省三八红旗集体”等荣誉称号。成立至今,青海12366卯足干劲夯实话务基础、培养业务骨干、提升综合素质,不负众望砥砺前行,形成了屹立在高原上三位一体的无限延伸发展的税务坐标轴。
狠抓话务“横坐标”,持续更新增长率
青海12366纳税服务中心依托省级数据集中模式下的服务热线管理平台,主要面向社会各界和全省近30万纳税人,提供涉税咨询服务。据统计,12366咨询服务总量已经突破39万人次,累计发送涉税短信500余万条,年咨询总量已从最初的不足1万人次增长到2016年的13.01万人次。如今,青海12366纳税服务中心最高服务能力可达每个工作日受理1800个人工服务电话,坐席人员人均每天受理咨询60个以上,热线接通率长期保持在90%以上,纳税人满意度达到95%以上。在全国12366热线专项监测中,青海12366排名前十进入全国优秀行列。
培养人才“纵坐标”,岗位比武创新高
能在第一时间准确解答纳税人的问题,是中心工作人员的基本素质,也是评价中心工作质量的硬标准。多年来,中心在人才培养上花大力气,做到了政策落地迅速学习、文件更新熟练记忆、知识库知识点更新、统一答复口径、12366动态撰写,每份努力呈现出的是密密麻麻的业务笔记、泛了黄窝了角的申报表、成绩不断提高的月考试卷……同时,在税收改革浪潮中,中心结合营改增、企业所得税汇算清缴等重点工作任务和岗位特色,制定“岗位大练兵、业务大比武”学习计划,精心练就了一支“学得精、懂得透、答得清”的涉税政策咨询、辅导队伍,不断提升“第一窗口”服务质效。“读书破万卷,落笔超群英”,中心同志们的共同奋进将人才培养的纵坐标无限延长,在实现税收现代化的宏伟蓝图中挥毫列锦绣,落纸如云烟!
综合发展“微笑曲线”,激发团队潜动力
团队的向心力是工作的推动力。繁忙的工作之余,趣味生动、丰富多彩的党课和团队建设,日益形成了我们求实创新、团结拼搏的热线文化精神。12366中心组织排练纳税服务情景模拟演练,模拟办税服务厅突发状况,如叫号机故障、系统突然断网、停电、着火等各个场景,考察办税服务厅工作人员的应急应变能力。情景模拟排练时,大家一起提想法、分角色,讨论声和欢笑声此起彼伏,缓解了接线工作压力,也促进了彼此间的友谊和感情。如果说微笑曲线的一端是团队的向心力,那另一端就是党性的理想信念。中心在团队建设中,始终坚定理想信念,结合“两学一做”学习教育常态化制度化,充分发挥党员干部的模范先锋作用,成立了青年党员先锋队,走进企业和机关,为大家提供面对面的纳税服务和辅导。在日常的党建活动中,中心不拘泥于单纯的学习文件,新型的党课形式也是青海12366中心的一大特色。中心的干部周虹作为一名党员,继承了爷爷传下来的党员笔记本。与大家在党课上一同学习几十年年前的故事和精神,共同向老一辈优秀党员学习。
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