Gaochun: "Joint Service Window" Resolves Multiple Taxpayer Visits

This article is reprinted from China Taxation News

“Previously, handling equity transfers required visits to multiple departments such as market regulation and taxation, with repeated submission of materials. Now, at a dedicated window, everything can be completed in one go, taking less than half an hour,” said Liu, an accountant who just finished his transaction at the “Joint Service Window” of the Administrative Service Center in Gaochun District, Nanjing City, Jiangsu Province.

The completion of “one matter” has reduced the number of trips by 67%, decreased the number of visitors to the hall by 75%, and cut offline service windows by 90%; manual interactions between taxpayers and officials increased by 5.5 times, message-based service requests rose by 52.6 times, and cross-district interactions increased by 64.2 times… These data changes reflect the exploration by the Gaochun District Tax Bureau of Nanjing City, under the State Taxation Administration, to build a smart tax service model that is “cloud-based, with physical support, and highly collaborative.” To address issues such as multiple trips by business entities and cumbersome materials, the Gaochun District Tax Bureau proactively strengthened departmental cooperation, jointly establishing “Joint Service Windows” with high-frequency related departments such as social security, real estate registration, vehicle management, and market regulation (Data Bureau). Through process reengineering and data sharing, they integrated matters that previously required approval from multiple departments into a model of “one-window acceptance, internal circulation, parallel approval, and unified issuance.” By 2025, these joint service windows are expected to handle over 8,000 cases.

Service extension is also being promoted simultaneously. In the Gaochun District Tax Bureau’s smart tax service hall, more than ten “Taxpayer-Tax Authority Interactive Service” stations provide online guidance and business processing through audio-video and screen sharing. This change stems from a systematic adjustment of the service model: the bureau promotes online migration of services, establishing a comprehensive online network of “one main hall plus nine tax source management offices,” allowing taxpayers to handle routine matters nearby and receive remote guidance from district bureau professionals via video calls, reducing the distance to service. Additionally, the number of online interactive stations has increased to 12, while offline routine windows have been gradually consolidated from 23 to 2, and a “tide scheduling” mechanism has been established to dynamically allocate service resources based on peak and off-peak business periods.

“We are transforming from traditional service venues to a smart ‘service dispatch center,’” said Yuan Feng, Chief Accountant of the Gaochun District Tax Bureau. “The goal is to make tax and fee services more fair, accessible, convenient, and efficient.”

Data shows that by 2025, the Gaochun District Tax Bureau will have completed 50,700 manual interactions and handled 14,300 message-based service requests through the “Taxpayer-Tax Authority Interactive Service” platform, maintaining a high proportion of online transactions. Meanwhile, the bureau fully utilizes big data for intelligent analysis, proactively providing suggestions to relevant management departments on issues such as managing “non-tax-paying households” and departmental information linkage. These include strengthening real-time information sharing, precisely pushing tax payment reminders during business registration, and conducting targeted guidance for entities with apparent business activity but long-term non-tax payment, aiming to standardize management from the source and prevent risks.