Satisfaction survey – a measure of administrative reform in the Tax sector

(Chinhphu.vn) - The Tax Department has launched a survey to measure taxpayer satisfaction on the "Administrative Procedures Information System", with the aim of improving service quality, creating a transparent and favorable environment and enhancing taxpayer confidence.

Conference on implementing the work of measuring taxpayer satisfaction with tax authority services

Strengthening the implementation of taxpayer satisfaction surveys

In a document sent to local tax authorities, the Tax Department said: Implementing the Plan to measure taxpayer satisfaction with tax authority services, issued with Decision No. 1345/QD-CT dated June 20, 2025, from July 2025, the Tax Department has deployed an online survey on the "Administrative procedure settlement information system".

The survey focused on four areas: support and management by tax authorities; receiving and processing administrative procedures; tax inspection; and handling complaints, denunciations, and suggestions. These are key areas directly related to taxpayers' experiences.

To implement uniformly and achieve the set goals, on July 18, 2025, the Tax Department issued Official Dispatch No. 2555/CT-VP, requesting tax authorities of provinces and cities to disseminate the satisfaction measurement plan to all civil servants, and at the same time propagate to taxpayers. At the same time, the Tax Department also organized a direct and online conference throughout the industry to introduce the measurement plan and function on the system, and directed synchronous implementation from the provincial to the grassroots level.

After more than 2 months, the system recorded the participation of taxpayers in the survey at 34 provincial and municipal tax departments and large enterprise tax branches. However, the number of participants was limited, focusing mainly on the content of "Support and management work of tax authorities".

Solutions to increase engagement

In order for the number of taxpayers participating in the survey to reflect more objectively and fully, the Tax Department has directed the Tax Departments of provinces and cities to synchronously deploy many solutions.

Firstly, strengthen the forms of propaganda to help taxpayers understand the objectives of satisfaction measurement activities. The survey aims to improve service quality, ensuring taxpayers are supported quickly and transparently in all transactions. Thereby, encouraging people and businesses to actively participate in the survey when performing administrative procedures, inspections, resolving complaints or using tax services.

Second, proactively attach QR codes leading to the survey address on documents and administrative decisions related to taxpayers, such as decisions on inspection, handling of violations, and settlement of complaints. This measure helps taxpayers easily access and participate in the survey immediately after completing the procedure.

Third, announce and publicize the Open Letter of the Tax Department calling on taxpayers to participate in the survey. The content of the letter is posted at the tax office headquarters, the provincial and commune public administration service centers, and posted on the tax office's electronic information portal and social networks. This method aims to spread the message to a large number of people and businesses.

Fourth, direct departments and grassroots tax agencies to improve their responsibility in performing public duties. Tax officers need to resolve issues in accordance with regulations and within the time limit, correct their spirit, attitude, and communication style, and ensure transparency and compliance with the law when handling procedures. At the same time, tax agencies also require the complete handling of feedback and recommendations on the National Public Service Portal and taxpayer complaints, in accordance with Official Dispatch No. 2847/CT-VP dated July 31, 2025.

Previously, On September 10, the Tax Department issued an Open Letter to taxpayers regarding the satisfaction survey. In the letter, the Tax Department expressed its thanks to taxpayers for accompanying and fulfilling their tax obligations well in the past time.

According to the Tax Department, focusing on taxpayers is an important orientation to continuously improve service quality. The online survey on the "Administrative Procedures Information System" at https://dichvucong.gdt.gov.vn is a practical channel for receiving opinions, helping tax authorities clearly identify strengths and limitations in service provision.

To participate, taxpayers only need to spend a few minutes sharing their real-life experiences when using tax services. Each comment is important and motivates the tax authority to continue to improve and serve better.

The Tax Department hopes that taxpayers will actively participate and share the survey widely. Taxpayer satisfaction is an important measure of innovation efforts towards a modern, transparent and friendly tax administration.

Mr. Minh

Source: https://baochinhphu.vn/khao-sat-su-hai-long-thuoc-do-cai-cach-hanh-chinh-nganh-thue-102250924183059805.htm