面向纳税人的税务信息化运维服务绩效评估研究

Performance Evaluation on Operation and Maintenance Services of Tax Information for Taxpayers

【目的】探寻面向纳税人的税务信息化运维服务绩效评估方法。【方法】对某税务信息化运维服务商13个服务区域服务数据样品进行采集,得到服务户数、服务人数、上门服务总量、安装服务总量、远程服务总量、回访服务总量、全部服务总量、派工单量、跟踪单量等数据,进行数据间关联关系的分析,设计关键运维服务绩效考核指标,并建立考核指标的评估流程。【结果】案例分析结果显示,某税务信息化服务提供商运维服务绩效水平参差不齐,尤其是服务跟踪整体情况均不如人意,服务监管情况处于整体失控中。【结论】关键运维服务绩效评估指标及其流程可以体现出运维服务绩效能力。

Objective]To establish a performance evaluation method for operation and mainte-nance services of tax information for taxpayers.[Methods]Service data from 1 3 service re-gions of the provider who offers operation and maintenance service of a certain tax informa-tion is collected.The correlation among the number of customers,in-home service,installa-tion services,remote service,return visit services,total service,single dispatch and single tracking is analyzed and used for design of performance evaluation criteria.[Results]Case a-nalysis shows that the performance of operation and maintenance services provided by this tax information service provider is various,especially worse in the performance of tracking service.In addition,the supervision of service is out of control.[Conclusion]Key performance indicators of operation and maintenance services and its processes can reflect the performance capability of operation and maintenance service.