Small Things Big Impacts

Small Things, Big Impacts

Wahyu Dewaji

Directorate General of Taxes, Jakarta, Indonesia.

Email :wahyudewaji@pajak.go.id

ABSTRACT

In recent days, we know that educational function, especially in tax counselling more and more important, educational fuctions go in many others functions, like supervision, inspection and investigation

Because, normally people like to threat respected, answers their questions correctly and clear, many small innovations but big impacts will be explain here, for more better service to Tax Payer

From online surveys with google forms, we get data from Tax Payers, what they want, what they need, and what we can do to fulfill that

The conclusions are we must update, upgrade ourselves, day by day, to reach the goals, service with above Tax Payer’s expectations, create many innovations, and the last is sure the core of Directorate General of Taxes to collect fund from many sources base on Law will be reached

Keywords : educational, function, innovations, impacts, counselling

As we know now, not only on Government Institutes, but also for non Government Organizations need to sit consumer as a top priority, along with the trend of new wave of approaching consumer in a new way

The problems are, awarenees of many institutions still low until medium, their treatment for Tax Payers are still below Tax Payer’s expectations or the higher are the same with Tax Payer’s expectations

Now with google forms survey we can get data from Tax Payers, we know what they need, what they want, finally what we can do

Small Things, Big Impacts

Then, what can we do, as quote says, “ Big Things come from Small Things”

Let us start to lists, what to do, no matter there are look like not so important, not so valuable

1. Smile Doors

As we know in some countries abroad, when customers come in front of their main door, they must smile, if don’t, they cannot enter the building

In other paper, it said that in Log Book Aplication, employees can not presence if they are not smile

   2. Official Gift

Some souvenirs can give to Tax Payers if they served overtime, much more than standard time

   3. Analyze of questions

Tax Payer’s Questions that comes from Whatsapp’s Chat, Telephone or Email can be analized, so those can be use to determine what’s majority topic based on Tax Payer’s demand, than we can make priority counselling topic

Besides that we can make FAQ update dayly, weekly or monthly, that can be used for both of Tax Payers and Internals

    4. Take a mirror at each of door, so every employee passed that, can spruce themselves before meet with Tax Payers

    5. Queueing System

If Tax Payers leff, for some purposes, than if they comeback, they did not need back to first queue, but at the number of queuing when they left

   6. Documentation

May better we must documenting our works, with copies, scans of files, so if the documents needed, by Tax Payers or us they are prepared

And then we can make many simple ways, just from ourselves :

1. Smile, from our hearts, even if any problems at home, with friends and so on
2. Say thank you at any moment, pardons if necessary, and any kind of polite request
3. Be patient, in any conditions, because sometimes something is going wrong, unexpected things, stay patient and calm until the problem were handleld
4. Helpful, Tax Payers often face many problems, general problems or specific/ technical problems, we help them, if necessary invite team or person who can handle it
5. Learning, knowledge and technology are always change, it is drove us to always learning, from problems, how to solve, from questions how to answered
6. Sharing, each of us has our own unique, it might be better if we can share each other, we take and give, discussions, we give our best and so others
7. Improving, we know that regulations will change rapidly, so that applications will follows, we must learn, and apply, if problems rise we must solve

We must update and upgrade our knowledge, our performance and skills, day by day, so our organization will be growth, to serve Tax Payers more easyer, more better, so Tax obedience will increase, finally Tax Target will be reached