Notice of RetractionDeveloping service-oriented taxation along the e-Government progression: A case study

Abstract

IT-based tax administration has provided favorable circumstances for the improving of service-oriented taxation in China. The main purpose of this paper is to explore the evolution, achievements and succeeding trends of tax-payment services, with the theoretical background of e-Government, CRM, and knowledge management (KM). Through investigating in a medium-sized city local taxation bureau of China, we conducted a case study to examine both organizational schemes and ICT (information and communication technology) adoptions during the tax-services improvement. Empirical results show that over the last year, not only the accesses to information and policy-consultancy, but also the awareness of public-service have been raised into a new stage, although the deficiencies in providing personalized services for taxpayers. Hence, concerning the further promotion of citizen-satisfactory, several implications and suggestions are proposed with regard to succeeding trends of service-oriented taxation along the e-Government progression.