Developing Service-oriented Taxation Along the E-Government Progression: A Case Study
IT-based tax administration has provided favorable circumstances for the improving of service-oriented taxation in China. The main purpose of this paper is to explore the evolution, achievements and succeeding trends of tax-payment services, with the theoretical background of e-Government, CRM, and knowledge management (KM). Through investigating in a medium-sized city local taxation bureau of China, we conducted a case study to examine both organizational schemes and ICT (information and communication technology) adoptions during the tax-services improvement. Empirical results show that over the last year, not only the accesses to information and policy-consultancy, but also the awareness of public-service have been raised into a new stage, although the deficiencies in providing personalized services for taxpayers. Hence, concerning the further promotion of citizen-satisfactory, several implications and suggestions are proposed with regard to succeeding trends of service-oriented taxation along the e-Government progression.
service-oriented taxation e-Government CRM knowledge management case study
Yaqin Fu Ke Xiao
Department of Economy and Management Hubei University of Automotive Technology Shiyan, China Section for Tax Payment Service Local Taxation Bureau Shiyan, China
国际会议
北京
英文
768-771
2011-08-08（万方平台首次上网日期，不代表论文的发表时间）