Vietnamese
On September 19, 2025, the General Department of Taxation issued Official Dispatch No. 3952/CT-VP, requesting provinces and centrally run cities to strengthen the implementation of taxpayer satisfaction measurement, with specific measures aimed at improving service quality.
According to Official Dispatch No. 3952/CT-VP, after more than two months of conducting surveys on the “Administrative Procedure Settlement Information System” at https://dichvucong.gdt.gov.vn taxpayers from 34 provinces/cities and the Large Enterprise Tax Department have participated.
However, the number of survey participants remains limited, with responses mainly focusing on the assessment of “tax authority support and management.”
To address this situation, the General Department of Taxation proposed several specific measures, including:
Enhancing communication: Tax authorities shall strengthen communication so that taxpayers clearly understand the purpose of taxpayer satisfaction measurement.
Creating QR codes: Proactively generate QR codes linked to the survey site on the “Administrative Procedure Settlement Information System” and affix such codes to documents and administrative decisions related to taxpayers.
Publicizing the Open Letter: Notify and publicize the General Department of Taxation’s Open Letter to taxpayers regarding survey participation through means such as printing and posting at tax authority offices, provincial and commune-level public administration service centers, on tax authority websites, and on official social media accounts (Zalo, Facebook, etc.).
Improving performance of official duties: Direct tax divisions and subordinate tax offices to enhance responsibility in handling administrative procedures, ensuring compliance with legal regulations and deadlines.
At the same time, tax officials’ spirit, attitude, and manner in interacting with taxpayers must be rectified, and all feedback and petitions submitted via the National Public Service Portal must be thoroughly resolved.
These measures were proposed in accordance with the guidance of the General Department of Taxation under Official Dispatch No. 2847/CT-VP dated July 31, 2025. The objective is to increase taxpayer participation in surveys, thereby providing a more accurate reflection of satisfaction levels and improving the quality of services provided by tax authorities.
