Khanh Hoa Province Tax Department: Improving service quality for people

From July 1, 2025, Khanh Hoa Provincial Tax Department officially receives tax administrative procedures (TTHC) at the provincial and commune-level public administration service centers and through the National Public Service Portal. This is an important step in reforming administrative procedures, improving the quality of service for taxpayers and moving towards building a modern and transparent administration.

Facilitate taxpayers

On the afternoon of August 21, at the Provincial Public Administration Service Center (Nha Trang Ward), we recorded many people coming to the tax-related file reception area to complete procedures for declaration, adjustment of personal tax code information, processing tax refund documents, submitting asset declarations or asking for support in installing the eTax Mobile application on their phones... Coming to carry out the procedure for changing tax registration information, Mr. Kieu Xuan Huy (Nha Trang Ward) said that previously, due to a mistake in data entry, the company accountant entered the wrong citizen identification number information, leading to him being unable to log into his electronic tax account using his VNeID identification account and administrative procedures with the tax authority. The process of changing tax registration information was carried out quickly, it only took him about 20 - 30 minutes from getting a queue number, filling in the necessary information on the tax registration change declaration form to completing the submission of the application. Carrying out procedures at the Provincial Public Administration Service Center is much more convenient than previously having to go to the tax office. In particular, in addition to the provincial center, some procedures can also be carried out at the commune-level one-stop department, helping people save time and travel costs.

Tax officers guide procedures for people at the Provincial Public Administration Service Center (Nha Trang ward).

Similarly, Mr. Vo Hung Dung (Phuoc Tuy 2 village, Dien Tho commune) said: “Due to a mistake in the declaration process, I went to the tax administrative procedure reception area at the Provincial Public Administration Service Center to request a cancellation of the tax refund application. The tax officer was very enthusiastic in supporting, receiving the information and scheduled me to go to Tax Base 3 (Dien Khanh commune) 3 days later to receive the results. I found the tax procedure process very clear, without having to go back and forth many times like before.”

On the same day, the tax administrative procedure dossier reception department at the Provincial Public Administration Service Center (Phan Rang Ward) recorded that many people came to transact. Here, people were enthusiastically and thoughtfully guided by tax officers. Ms. Nguyen Ngoc Ngan - a fashion business owner in Phan Rang Ward said: "Although I watched the video tutorials on installing the eTax Mobile application on my phone, I still couldn't do it. Therefore, I went to the Provincial Public Administration Service Center and was guided by tax officers to complete the application installation. Thanks to that, I can easily look up information and carry out tax procedures without having to go directly to the tax office."

The application process has stabilized.

From July 1, 2025, tax authorities will no longer organize a one-stop department and will no longer receive administrative procedures at the agency's headquarters as before. Tax procedures performed in the electronic environment will be submitted through the National Public Service Portal or the Tax Industry's Public Service Portal. Cases of submitting paper documents directly or through public postal services will be received centrally at the public administrative service centers at the provincial and commune levels, regardless of administrative boundaries.

Khanh Hoa Provincial Tax Department has arranged enough qualified and capable civil servants to receive documents at the Provincial Public Administration Service Center (facility 1 in Nha Trang ward and facility 2 in Phan Rang ward). To ensure that people and businesses across the province are fully aware of the new regulations, Khanh Hoa Provincial Tax Department and 8 local Tax Departments across the province have issued public notices, posted at the tax office headquarters and on mass media. Up to this point, there have been almost no cases of people submitting documents at the tax office headquarters.

Currently, 223 administrative procedures under the jurisdiction of the 3-level tax authorities (Tax Department, Provincial Tax Department and Local Tax Department) have been implemented online; of which 142 administrative procedures are implemented online in full and 81 administrative procedures are implemented partially online. At the beginning of the implementation, many taxpayers still submitted paper documents because they were not familiar with using online procedures or had limited information technology skills, leading to overload at times when receiving tax documents directly... In addition, tax officials at the Provincial Public Administration Service Center also answered many questions beyond the scope of administrative procedures such as tax policies and incentives, affecting the progress of receiving documents. However, with close coordination between the tax authorities and the center, the problems have been gradually resolved. Up to now, after nearly 2 months of implementing the new regulations, the tax document receiving points of the Provincial Public Administration Service Center have stabilized.

Mr. Nguyen Ngoc Tu - Head of Khanh Hoa Provincial Tax Department said: "In order to improve the efficiency of receiving and handling tax administrative procedures at the Provincial Public Administration Service Center, the tax authority requests the People's Committees of communes and wards to increase propaganda so that people clearly understand where to submit administrative procedures according to regulations. At the same time, the tax sector continues to reform administrative procedures; regularly review, reduce, simplify administrative procedures and build electronic applications that are easy to operate and perform administrative procedures in the electronic environment so that taxpayers can actively implement, minimizing time and human resources to handle manual records. We also recommend that member agencies of the Steering Committee for the Project on developing applications of population data, identification and electronic authentication to serve national digital transformation in the period of 2022 - 2025, with a vision to 2030, effectively implement the construction of a national database on population, making it more convenient to use personal records and documents of entrepreneurs and business households when performing administrative procedures, reducing Minimize the documents that people and businesses have to submit. Currently, the tax sector has publicly posted the list and permanent phone numbers of departments and tax officials assigned to support people and businesses in implementing tax policies and tax-related administrative procedures; ready to support people and businesses when requested.

CAM VAN