1. Click, Call, Counter (3C) Development Progress
DGT continues to strengthen the development of digital-based services through the Click, Call, Counter (3C) program, initiated in 2019. The 3C tax service development program carries the channel priority concept. The main channel priority for serving taxpayers’ needs is online via the website or mobile app (click). If the taxpayer’s needs have yet to be met through online services, the taxpayer may reach (call) the contact center by phone, live chat, or other ways, according to developments in contact center technology. As for the third channel, taxpayers can meet tax officers directly at the tax office (counter).
In 2022, DGT has realized the development of 3c, which includes 23 site services and six back office services. DJP Legal Advocacy by DGT Advocacy Unit
at Head Office, 2022 Various Cases Provided with Legal Advocacy by
DGT Advocacy Unit at Head Office, 2022
104 Organizational Performance
Overview 20
Annual 22
Report
In addition to the website, the Click channel developed by DGT also includes a mobile app channel. Currently, the M-Pajak mobile app is available, a mobile version of DJP Online website for the Android and iOS operating systems.
Type of Services Scope
Tax Incentive Submission and
Reporting Service Regarding the Minister of Finance Regulation No. 226/PMK.03/2021 1. Notice of Tax Exemption for Income Tax Article 22
2. Report of Exemption of Income Tax Article 22
3. Report of Exemption of Income Tax Article 22 on Import 4. Report of VAT Borne by the Government
Regarding the Minister of Finance Regulation No. 3/PMK.03/2022 5. Notice of Tax Exemption for Income Tax Article 22 on Import 6. Income Tax Article 25 Reduction Incentive
7. Report of Exemption of Income Tax Article 22 on Import 8. Report of Income Tax Article 25 Installment Reduction
9. Report of Final Incomes Tax for Acceleration Program for Irrigation Water Use Improvement (P3TGAI) Borne by the Government
Regarding the Minister of Finance Regulation No. 5/PMK.03/2022 10. Report of Sales Tax on Luxury Goods Borne by the Government Regarding the Minister of Finance Regulation No. 115/PMK.03/2021 11. Report of Imports and Acquisition of Factory Machinery and Equipment 12. Report on Handover of Factory Machinery and Equipment to the Project Owner VAT Centralization Services 1. Reannouncement of VAT Centralization
2. Notification of VAT Centralization
3. Addition and Reduction of Centralized Places 4. Application for Withdrawal of VAT Centralization 5. Change of VAT Centralized Place
Other Services 1. Voluntary Disclosure Program
2. NPWP Check Validation via NPWP QR Code
3. Notification of Notice of Land & Building Tax Object Return Delay 4. e-PHTB Notary/Land Deed Registrar
5. Periodic Tax Return for Stamp Duty Collector
1. e-Form PDF of Corporate Annual Income Tax Return in USD
Processing Units Type of Services
Tax Office Tax Transfer
Contact Center Bookkeeping
1. Notification of Conducting Bookkeeping or Recording in English and Indonesian Rupiah Units for Taxpayers
2. Notification of Conducting Bookkeeping in English and US Dollar for Certain Taxpayers 3. Application for Permission to Conduct Bookkeeping in English and US Dollars for
Taxpayers in the Context of Foreign Direct Investment and Permanent Establishments 4. Notification of Not Utilizing Administrative Number Notification or Decision on Permit to Source: Directorate of Tax Dissemination, Services, and Public Relations
Development of 3C Program – Site Service, 2022
Development of 3C Program—Back-Office Service, 2022
Organizational Performance 105
Overview
2022 AnnualReport
2. Performance of Contact Center Kring Pajak 1500200
DGT’s Information and Complaints Services Office (KLIP), under the brand Kring Pajak 1500200, is one of Indonesia’s pioneers of government contact centers. This unit has been providing services to the public for 15 years. DGT has been developing various service platforms to optimize the contact center’s functions during that time.
Several developments that DGT is pursuing in 2022 as part of the development of 3C or strengthening the back-end office at the contact center, among others, include:
In 2022, DGT evaluated service quality by conducting a satisfaction survey of Kring Pajak 1500200 service support to obtain feedback to improve the contact center’s performance. The survey was conducted on all services DGT’s Information and Complaints Services Office provided, including inbound and outbound services, complaints services, and social media. Based on the survey results, the service satisfaction index obtained by DGT’s Information and Complaints Services Office was 85.77 percent.
a. increased authorization of Electronic Taxpayer Account (e-TPA) access rights;
b. provision of bilingual service through email;
c. addition of co-browsing technology on the pajak.
go.id website;
d. addition of a virtual assistant (chatbot) to the live chat channel;
e. addition of 4 types of tax transactional services that are integrated with the core tax system; and f. agent authority was added over 10 kinds of
services following the development of DGT services.
Note:
*) Complaint follow-up is the forwarding of complaints received by agents to authorized units to follow up on them through the Tax Complaint Information System (SIPP). If the complaint can be resolved by the agent, then it is not counted as a follow-up to the complaint.
Source: Avaya Call Management System, Avaya Analytics, Directorate of Tax Dissemination, Services, and Public Relations
Type of Services Total
Information Services
Call 1500200 Inbound 343,327 calls were answered out of 367,798 incoming calls
Outbound 377,635 outgoing calls
Twitter @kring_pajak 135,532 tweets
Live chat pajak.go.id 359,056 chat
E-mail [email protected] 52,547 email
Complaint Services
Call 1500200 1,506 were followed up from 39,281 complaints*
Email [email protected] 1,084 were followed up from 45,227 complaints*
Website pajak.go.id 17 were followed up from 89 complaints
Kring Pajak 1500200 Performance, 2022
106 Organizational Performance
Overview 20
Annual 22
Report
Source: Customer Record Management Kring Pajak 1500200, Directorate of Tax Dissemination, Services, and Public Relations
Type of Services Total Agents (people)
Inbound call – double skill 36
Inbound call – information 129
Back office complaint 21
Outbound call and social media 70
Total 256
Note:
• Number of agents as of December 31, 2021.
• Agents of inbound call – double skill serving incoming call services that include information and complaints.
• Agents of inbound call – serving incoming call services related to information.
• Agents of inbound call – double skill, agents of inbound call – information, as well as agents of outbound call and social media sosial also serving live chat.
Source:
Directorate of Tax Dissemination, Services, and Public Relations 3. Tax Complaint Service
DGT provides tax complaint services to ensure excellent public services as mandated in Law No. 25 of 2009
concerning Public Services. Management of service complaints at DGT refers to Director General of Taxes Regulation No. PER-07/PJ/2019 concerning Procedures for Managing Tax Service Complaints.
Based on the Director General of Taxes Regulation, DGT provides various official channels as a means of submitting complaints regarding tax services, including via letter or direct visit to the tax office, contact center of Kring Pajak 1500200, fax, complaint email, complaint website, Twitter, and live chat. Complaints received by DGT are managed through the Tax Complaint Information System (SIPP) application, which has been developed independently by DGT since 2010.
Criteria Total
2022 2021
System and App 222 73
Settlement of taxpayer application 3 4
Personnel Attitude 4 3
Type of Services Score (%)
2022 2021
Inbound 85.64 84.83
Outbound 87.46 87.17
Complaint 85.45 84.25
Social Media 85.06 85.22
% Satisfaction Index 85.77 85.37