In order to improve service efficiency, increase transparency and improve the quality of public service provision, the Tax Department has officially issued a Digital Plan to deploy the work of measuring taxpayer satisfaction. This activity affirms the central role of taxpayers in the process of building a serving administration.
On June 20, 2025, the Tax Department issued Decision No. 1345/QD-CT of the Director of the Tax Department on implementing the Plan to measure taxpayers' satisfaction with the services of tax authorities with the goal of objectively assessing the quality of public administrative service provision of tax authorities, thereby identifying strengths and limitations, promptly grasping the requirements, wishes and difficulties of taxpayers to develop solutions to improve service quality and service provision of tax authorities to improve service efficiency, increase transparency and publicity, create a favorable tax environment and promote voluntary compliance of taxpayers, contributing to building a service administration, focusing on taxpayers.
To implement the measurement of taxpayers' satisfaction according to Plan 1345/QD-CT in a timely, unified manner and achieve the set goals, on July 18, 2025, the Tax Department continued to issue Official Letter No. 2555/CT-VP directing Provincial and Municipal Taxes to disseminate and disseminate the Plan to measure taxpayers' satisfaction to all leaders and civil servants of Provincial and Municipal Taxes and Grassroots Taxes to clearly understand the goals, contents and significance of measuring taxpayers' satisfaction.
Accordingly, the Tax Department requires tax officials to enhance their sense of responsibility, service attitude, and be ready to receive comments from taxpayers during the survey. Tax officials are strictly prohibited from influencing or interfering in the process of taxpayers participating in surveys on satisfaction and distorting taxpayers' assessment results.
For provincial and municipal taxes, the plan requires units to proactively choose the form of propaganda on the survey of taxpayer satisfaction on the Tax Authority's Electronic Information Page, social network accounts of tax authorities (Zalo, Facebook...), through support programs, dialogues and sending messages and emails to taxpayers, notices/ listings at tax authorities' headquarters...
At the same time, Provincial and Municipal Taxes need to coordinate with local agencies and units to propagate on mass media for taxpayers to participate in the survey. Guiding and supporting taxpayers to participate in the survey electronically according to the instructions of the Tax Department.
The Tax Department recommends that the Tax authorities of provinces and cities study, clearly understand the measurement plan and methods and effectively implement the above contents to implement the survey to measure taxpayers' satisfaction with the service of tax authorities in the management area with good efficiency.
