Realizing the importance of digital transformation in state management in general and tax management in particular, closely following the directions of the Central and the City, the Hanoi Tax Department identified digital transformation as one of the key political tasks that the Tax Department needs to quickly deploy.
The Tax Department has focused on applying information technology solutions, prioritizing step-by-step electronicization in the tax management process starting from electronic tax registration, electronic tax declaration, electronic tax payment, electronic tax refund and electronic tax debt enforcement in a practical and effective manner with the mindset of "serving taxpayers", helping businesses and taxpayers access tax laws and policies more quickly and effectively, thereby creating consensus, compliance and good implementation of tax laws and policies.
Some highlights in tax management in Hanoi in recent times:
Firstly, Hanoi Tax Department builds a set of administrative procedures using QRcode
In the face of the trend of digital transformation and strong application of information technology in the reform and modernization of the tax sector, the study of modernization methods in publicizing administrative procedures is a necessary requirement in the current period. Therefore, the Hanoi Tax Department has classified and coded the Administrative Procedures at the Tax Department and Tax Branch levels to facilitate taxpayers in searching, accessing and performing tax administrative procedures.
The set of administrative procedures at the Tax Department level is made public on the website according to the list including 186 administrative procedures at the Tax Department level and 150 administrative procedures at the Tax Branch level, classified into detailed groups according to each content, each subject, each tax and applying Qrcode for each procedure. Based on the procedure to be performed, taxpayers can look up the list of procedures and use an electronic device with internet connection to scan the Qrcode of the procedure to be performed, then access the link to detailed instructions on documents, forms (attached directly to the instruction content), and other related content.
Applying Qrcode creates favorable conditions for taxpayers to use electronic devices to access the instructions on the procedures to be done proactively, easily, and save time. At the same time, there are available forms for taxpayers to download, use, and perform.
Second, the Hanoi Tax Department is proactive and creative in tax management for e-commerce activities.
In recent years, e-commerce business activities have been developing strongly along with national digital transformation and global digital transformation. The trend of converting from traditional business to digital platforms is becoming more and more popular. Accordingly, taxpayers are individuals and organizations operating e-commerce businesses with specific characteristics, some of whom do not have full understanding of tax obligations, do not comply with tax laws as prescribed, are subjective in not registering, declaring, paying taxes and/or have not fully performed tax obligations, and have not fully and accurately declared revenue from e-commerce business activities.
Hanoi Tax Department applies the strategy of "Standing on the shoulders of giants" in propaganda work by taking advantage of effective coordination with large e-commerce floor owners to set up propaganda information posted on the floor, set up support channels by electronic means (set up virtual support rooms on e-commerce floors) for organizations and individuals doing business on e-commerce floors to improve taxpayer compliance when tax obligations arise. Hanoi Tax Department has deployed propaganda work towards subjects of e-commerce business activities in each stage.
In order to help taxpayers have the most comprehensive view of tax obligations for e-commerce business activities, the Tax Department has compiled guidance documents on business registration, electronic tax code registration, tax declaration submission, electronic tax declaration, electronic tax payment instructions, and at the same time compiled an open letter to organizations and individuals doing e-commerce business, posted on the Tax Department's information channels, and spread through the press system.
The Hanoi Tax Department has coordinated with a number of central and local news agencies to produce more than 30 reports related to tax management for e-commerce business activities - of which over 80% of the news and reports were broadcast during peak hours on the Central Television channel.
That is the explosive media "push" that spreads through news sites from the grassroots to the national scale, bringing viewers the affirmation that "E-commerce business no longer has a "door" to evade taxes".
Through the reportage broadcast on national television channels during peak hours, reaching a large audience, and communicating simultaneously on mass media, newspapers, radio, and magazines, organizations and individuals across the country (including organizations and individuals in Hanoi) have accessed information and warnings from the Tax Department in implementing tax administrative procedures and related tax obligations. The number of news, articles, and instructions on implementing tax procedures and related tax policies are widely shared on forums.
With the heat from the media, a large number of organizations and individuals, when accessing propaganda information from the Tax Department, have voluntarily registered for tax, declared and paid taxes to the State budget. The number of taxpayers proactively registering, declaring and paying taxes is increasing, contributing to the overall success of tax management for e-commerce business activities.
Third, Hanoi Tax Department promotes the use of digital platforms in propaganda and support for taxpayers to install Etax mobile application.
In order to implement the project plan for developing population data applications, identification and electronic authentication to serve national digital transformation in the period of 2022-2025, the plan to standardize personal tax codes and install eTax Mobile application nationwide, in the past time, Hanoi Tax Department has promoted propaganda, support, and guidance for taxpayers to install and use eTax Mobile application in various forms to convey content directly to taxpayers to grasp, proactively register, declare, and pay taxes in accordance with the law; at the same time, support taxpayers to carry out tax procedures through tax services provided by the Tax Department.
The Tax Department has proactively and actively coordinated closely with units inside and outside the Tax sector to promote propaganda and promotion to all levels, sectors and people through many methods: posting an Open Letter about the eTax Mobile Application on the Tax Department's website and sending the Open Letter via the automatic mailing system to 800,000 taxpayers; coordinating with newspapers and radio stations to promote news on television and loudspeakers about the benefits of the eTax Mobile application; distributing leaflets and publications. In particular, in recent times, the Hanoi Tax Department has created a series of short videos instructing on the installation and use of each function of the application to post on the Tax Department's electronic information pages. These videos are edited briefly, divided into many contents, and problems that taxpayers often encounter when using the application. Posting these instructional videos on social networking sites has attracted the attention of many individuals and taxpayers. On average, each video clip posted reaches nearly 30,000 views.
With the policy that every tax officer in the unit is a propagandist and masters the application; The leaders of the Tax Department have thoroughly grasped and required all tax officers in the unit to install, register for an electronic tax transaction account and proficiently use the eTax Mobile application to look up tax notifications and financial obligations in the tax field. Each officer must uphold the sense of responsibility, regularly propagate and promote the eTax Mobile application to all households, business individuals, citizens in the area, especially to relatives and people around them to clearly understand the benefits and use the application effectively.
In addition to carrying out propaganda to support taxpayers in installing and using the Etax mobile application through propaganda products, the Tax Department has launched a campaign to provide electronic tax transaction accounts and install the eTax Mobile application for employees at taxpayers' workplaces.
The campaign has been deployed at many locations and has been carried out regularly and continuously over the past time. At the Tax Departments, training courses have been organized in the area to inform and propagate to a large number of taxpayers so that everyone understands the benefits and conveniences of the eTax-Mobile application to install, use and look up tax information and perform financial obligations in the tax field more quickly and conveniently.
Promoting and supporting taxpayers to install and use the Etax mobile application has helped the application enter people's lives. Through the Etax mobile application, taxpayers have proactively managed tax registration information, conducted timely tax liability reconciliation, and raised awareness of compliance with tax laws and policies.
Fourth, the Hanoi Tax Department was selected by the General Department of Taxation to pilot a virtual assistant to support taxpayers.
In 2024, the Hanoi Tax Department has researched, built and successfully developed a product applying artificial intelligence in supporting taxpayers. The virtual assistant to support taxpayers is one of the first artificial intelligence application subsystems launched as part of the overall project of applying artificial intelligence in tax management that the Hanoi Tax Department is researching and building.
Since the beginning of 2024, the Implementation Team at the Hanoi Tax Department has collected data sources of legal documents on tax policies and related legal policies (with 100 specialized laws), tax administrative procedures, the system of documents responding to taxpayers,... and refined, combined with artificial intelligence technology. After 8 months of development, with the close direction and guidance of the leaders of the General Department of Taxation and the leaders of the City People's Committee, the Hanoi Tax Department has completed the artificial intelligence product "Virtual assistant to support taxpayers".
The virtual assistant supporting taxpayers will answer taxpayers' questions automatically, quickly, accurately with detailed, easy-to-understand content, integrated with current administrative procedure forms, and intuitive, easy-to-understand instructional clips.
Taxpayers can easily use and interact with the Virtual Assistant 24/7, anytime, anywhere through technology devices such as smartphones, tablets, and computers with internet connection right on the Tax Industry Electronic Information Portal, Etaxmobile electronic tax application and on the Ihanoi Digital Capital citizen application.
The virtual assistant supporting taxpayers has realized the consistent viewpoint of the Central and the City in applying artificial intelligence, comprehensive digital transformation in the field of state management in general and tax management in particular. The product "Virtual assistant supporting taxpayers" has affirmed the efforts and determination of the capital's Tax sector to improve the quality of service to people and businesses, improve the satisfaction index of taxpayers, and contribute to improving the national competitiveness index.
The above contents have been achieved thanks to the attention and close direction of the General Department of Taxation and the close coordination of the press agencies in the past time. The tax staff will continue to promote collective solidarity and creativity to explore, research and apply digital technology to tax management, contributing to the effective implementation of the tax reform and modernization strategy for the period 2021 - 2030.
