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Inspiring Trust, Sustaining Growth

Strategic Management Office

Customer Service Group

Customer Service Quality Assurance Unit

Checklist for the Optimization of Customer Service Units / Self-Service Stations

CSQAU scoring access

Scores are entered only by the visiting Customer Service Quality Assurance Unit checker. Enter the CSQAU access code to show the score fields.

Access code
Tax Office
State
Office
1
Ambience (Is the unit conducive?)
  • Accommodation
  • Setting
Status
Remarks / actions required
2
Number of staff
Status
Remarks / actions required
Staff 1
Name
IR
Rank
Phone
Email
3
Availability of working tools
  • Technical forms
  • Computers
  • Network connection
  • Printers
  • Photocopier
  • Scanner
  • Dedicated phone line
  • Office e-mail address
Status
Remarks / actions required
4
Educational & information materials
  • Availability of educational materials
  • Availability of information materials
  • Display rack for educational/informative materials
Status
Remarks / actions required
5
Technical / non-technical registers maintained in the unit
  • VAT
  • TCC
  • Enquiries
  • Complaints
  • Dispatch to other units
  • Tax consultants
  • File transfer to other offices
Status
Remarks / actions required
6
Progress report on REV 360 implementation
  • Tax ID registration
  • Updates
  • Self-service station utilization
  • Monthly filing
  • Annual filing
  • Withholding Tax
  • Withholding VAT
  • Gap between commenced and active companies
  • Stamp duties
  • Review
Status
Remarks / actions required
7
Relationship management programmes held by the office
  • Taxpayer workshops
  • Tax clinics
  • Road shows
  • Tax Thursday
Status
Remarks / actions required
8
Newly registered taxpayers
  • Number of newly registered taxpayers in the immediate preceding month
  • Gap between number of taxpayers on the office master list / register on REV 360
Status
Remarks / actions required
9
Taxpayer complaints handling and resolution
  • Number received in the previous month
  • Number resolved
  • List of cases escalated to management
Status
Remarks / actions required
10
Any other issues for Management information
Status
Remarks / actions required
Sign-off
Checked by (CSQAU)
Name
IR / Rank
Phone number
Email address
Head TPSU
Name
IR / Rank
Phone number
Email address
Tax Controller / State Monitor
Name
IR / Rank
Phone number
Email address

Date is recorded automatically at submission time.

For official use by the Customer Service Quality Assurance Unit.