How to do well the operation and maintenance management of tax informatization is an urgent problem to improve the quality of informatization. I. Development and Problems of Information Technology Operation and Maintenance of Local Taxation System in our province Since 2005, Shaanxi Local Taxation System has popularized and applied more than ten centralized data and management application systems, including R document processing system, freight invoice system, collection and management business system and personal income tax management system. These application systems have a * * * feature, that is, the data is concentrated in the data processing center of the provincial bureau, and the software maintenance and upgrade are also in the provincial bureau, which makes the maintenance pressure of the provincial bureau very great. Coupled with the maintenance of the wide area network and video conference system within the whole system, the maintenance work of the provincial bureau is more busy. However, there are more than 1 10,000 users in the province, and the problems of daily networking and video conference system in these systems are basically solved by the Information Management Office of the Provincial Bureau, and then the results are fed back to the I' mouth J reporter. However, the current demand application mechanism is not perfect, and the problem feedback mechanism is not perfect, which leads to the inability of the information department to provide technical support and guarantee to software users in a timely and effective manner. After this series of problems appeared, the provincial bureau formulated the "Management Measures for Operation and Maintenance of Information System of Shaanxi Local Taxation Bureau (Trial)" and developed the "Problem Tracking Management System". But it only standardizes the procedure of dealing with problems, and does not fundamentally improve the efficiency of dealing with problems. In short, the current operation and maintenance service is still in the traditional passive, isolated and decentralized "fire brigade" IT operation and maintenance management mode. With more and more business application systems, the workload of operation and maintenance has increased dramatically. Due to the relatively backward level of operation and maintenance management, the information department has been exhausted, which is embodied in the following aspects. First, there is a lack of perfect operation and maintenance system and strict operation and maintenance process. Although the provincial bureau has formulated a series of software, hardware, network and other operation and maintenance systems, these systems have not perfected strict procedures and operation and maintenance standards. For example, the "Network Maintenance Measures" only has the process of problem solving, and there is no standard for problem solving. Some systems have no problem-solving process, some processes are imperfect, only provincial-level problem-solving processes, and there is no clear reporting process for problems encountered at county and city levels. When there are problems in practical work, they are not handled in time, shirked, and even some J problems are not solved. Strict and complete operation and maintenance systems and processes are the primary guarantee for correctly completing operation and maintenance operations and reducing human arbitrariness. However, due to the widespread concept of "emphasizing application over management", the operation and maintenance management system was not formulated in time while improving the application system, which could not effectively curb the emergence of new operation and maintenance problems. Second, there is a lack of advanced operation and maintenance monitoring means and tools, and active operation and maintenance is insufficient. Using scattered analysis and monitoring tools for databases, servers and application systems with high technical difficulty and complex architecture, it is impossible to carry out active early warning, fault location and elimination quickly, especially in the increasingly complex system environment, problems often occur before they are solved and affect the actual work. Third, the operation and maintenance ability is relatively backward, which brings difficulties to the operation and maintenance work. With the continuous use of new technologies, the workload of operation and maintenance has increased geometrically, technical training has not been carried out in time, and operation and maintenance personnel have insufficient understanding of the core technologies of each system. In particular, many technicians at the grass-roots level have never received basic knowledge training, let alone master new business systems and new technologies. They can't accurately grasp the daily problems, and they can't describe them clearly when reporting them. The technicians at the next higher level also find it difficult to guide them, and they also feel that they lack knowledge and are unable to do so in their daily information work. Fourthly, the problem tracking management system did not play its due role in operation and maintenance management. Let's first analyze several common problems in our current work. First, the software and hardware problems of personal computers; The second is the problem of wide area network; Third, the problems of each application system in use: fourth, the problems of video conference system; The fifth is the problem of various servers. Only a few application systems (collection and management system, personal income tax system, law enforcement responsibility system) are included in the five types of management problems in issue tracking system. Other problems still exist in the mode of telephone report and telephone reply. These application systems that have been included in the operation and maintenance of the problem tracking management system, not all problems can be solved through this platform. First of all, data modification, workplace adjustment and other issues must be reported step by step through manual processes. Second, the emergency treatment of emergency problems has not been realized, and all problems have not been given priority. Third, there is no operation and maintenance knowledge base. When encountering problems, it is impossible to query whether there are such problems that have been solved. Fourth, how to deal with the common problems in the province has not been announced. Everyone encounters common problems, and all localities can only contact the provincial bureaus one by one. Essays on tax informatization in Japan II. To solve the problems existing in the current information technology operation and maintenance work in our province, it is necessary to strengthen the information technology operation and maintenance work in a targeted manner, which has been recognized by the information departments at all levels in our province. But establishing a scientific, efficient and perfect operation and maintenance management mechanism will not happen overnight. Therefore, in order not to let the operation and maintenance work hinder the development of informatization in our province, we must first solve the problems existing in the current operation and maintenance work, and then start from the following aspects. First, improve the operation and maintenance system and process. "Operation and Maintenance Process" is a corresponding operation and maintenance management process established according to the operation and maintenance management system in order to standardize operation management and operation. Through the establishment of the operation and maintenance management process, the daily operation and maintenance work can be simplified, and the responsibilities and roles can be clearly defined, thus effectively improving the speed and quality of problem solving. After defining the system and process, all levels can quickly report or solve problems according to the system and process after encountering problems. Whoever solves the problem is responsible, and the reporting process that the lower level can't solve is smooth. Second, on the basis of perfecting the system and process, improve the problem tracking management system. Before we have an integrated operation and maintenance platform, we have to make full use of the existing resources, namely issue tracking system, in order to alleviate the current operation and maintenance pressure as soon as possible. First, try our best to make all levels accept all kinds of operation and maintenance problems. Such as: problems in the use of various application systems, problems in daily maintenance of computers, network problems, post-maintenance problems, etc. The second is to increase the examination and approval function. The operation and maintenance problems that need to be approved can be electronically approved in the system, which not only reduces the workload, but also improves the speed of problem handling. The third is to realize the emergency treatment of sudden problems in the system, so that sudden problems can be solved in time. The fourth is to increase the announcement function. When there are common problems in the whole province or the whole city, the information office of the provincial bureau or the municipal bureau can promptly notify all levels or announce the solution to the problem. Attach importance to the construction of operation and maintenance knowledge base. Third, strengthen the training of the operation and maintenance team. IjlI on-the-job training is given to technicians at all levels, so that they can master the knowledge of business system, network maintenance and hardware maintenance, and they can solve simple problems by themselves, but they can't make accurate judgments on the problems. Conduct training for operation and maintenance personnel at all levels once a year, mainly including updating knowledge and improving ability. Third, the direction of information system operation and maintenance system construction efforts The above measures are only emergency measures to solve the current operation and maintenance problems. In order to greatly improve the operation and maintenance ability and form the goal of operation and maintenance coordination, it is necessary to build a standardized operation and maintenance management system, and the operation and maintenance personnel can continuously improve their ability to analyze and solve problems with the help of professional social training and targeted job assignment; Make the operation and maintenance experience change from the original dispersion to * * * enjoyment, form the operation and maintenance synergy, and improve the overall I-service level. To achieve this goal, we must make a long-term plan and start from the following aspects. The first is to establish a centralized operation and maintenance management system. Establish operation and maintenance management center, system and process, operation and maintenance team, safety and obstacle prevention, which are interdependent and centralized. The so-called centralized operation and maintenance refers to that the maintenance support personnel use various technical support tools under the organizational structure of the centralized operation and maintenance management center to complete the operation and maintenance required by the information system according to the operation and maintenance process to ensure the safe operation of the system. The establishment of operation and maintenance management center is an important guarantee for the promotion and efficient operation of information system and the key core of centralized management. The establishment of operation and maintenance management center mainly includes the construction of working mode, organizational structure and post responsibility distribution, and the construction of operation and maintenance management system. Team building mainly includes team building and personnel management. Team formation mainly refers to the establishment of a centralized operation and maintenance team under the idea of centralized construction, and personnel management refers to the scientific and effective management of the centralized operation and maintenance team to ensure the orderly operation and maintenance work. Operation and maintenance management system refers to the establishment of corresponding technical support management system in order to complete the operation and maintenance tasks, so that the maintenance work is orderly and well documented. At the same time, the quality of the implementation of the above system is assessed, and the work of each maintenance team and personnel is evaluated, so as to promote the better implementation of the system and ensure the high-quality completion of various maintenance tasks. Operation and maintenance management process is a corresponding operation and maintenance management process established according to the operation and maintenance management system in order to standardize operation management and operation. Through the establishment of the operation and maintenance management process, the daily operation and maintenance work can be simplified, and the responsibilities and roles can be clearly defined, thus effectively improving the speed and quality of problem solving, making the relevant supporting information of the information center smoother and more transparent, supporting service information more complete and effective, and realizing knowledge accumulation and management. Security guarantee refers to a series of measures taken to ensure the security of information resources, including identity authentication, access control and anti-attack. Operation and maintenance support tools are all monitoring and analysis tools used to complete operation and maintenance tasks. Second, the establishment of organizational structure. In order to ensure the coordinated operation of the operation and maintenance management center, the operation and maintenance management system adopts hierarchical management mode. The third-level operation and maintenance support department cooperates to complete the operation and maintenance work and organizational structure. When the end user makes a request or needs to actively operate and maintain the information system, the operation and maintenance service platform acts as a call acceptance feedback department to accept the service request, and the county and city information departments provide first-line help. For unsolvable problems, submit them to the second-tier provincial information center for processing, and the operation and maintenance service platform will track and urge them at the same time. As the core team, the Provincial Information Center is responsible for operation and maintenance management, and actively operates and maintains networks, databases, middleware, applications and security. And solve the migration request of the operation and maintenance service platform, and coordinate external resources such as suppliers and developers when necessary. As I-line support, suppliers and developers provide support to the operation and maintenance center for problems that cannot be solved by the second line. Third, establish strict systems and scientific processes. The operation and maintenance system mainly includes: daily affairs management system, network operation management system, system operation management system, hardware equipment management system, fault handling management system, safety management system, etc. The process mainly includes: event management process, problem management process, change management process and configuration management process. Through the solidification process, the daily maintenance and management work is clarified to ensure the stability and reliability of the system and the satisfaction of users, and provide reliable, efficient and safe IT services for the tax industry. Fourth, team building. Set up a professional operation and maintenance team with excellent technology and high comprehensive quality, implement scientific management and fully guarantee human resources. Give full play to the talents of each operation and maintenance personnel, tap the potential of the operation and maintenance team to the maximum extent, and divide the personnel into application-oriented operation and maintenance groups according to the actual situation of each information system and the expertise of the personnel. A set of practical management methods has been formulated for operation and maintenance personnel, especially senior technicians. Through correct goal guidance, scientific process management, perfect mechanism encouragement and scientific mechanism management, the potential, enthusiasm and cohesion of technical personnel for continuous learning are continuously stimulated, and the efficiency of operation and maintenance work is effectively improved. Strengthen management from the aspects of introducing talents, cultivating talents, making good use of talents and retaining talents, continuously optimize personnel allocation through social training, performance appraisal and incentive mechanism, create an environment for them to exercise and grow up, and gradually build a team of experts to provide strong talent support and intellectual guarantee for the sustained, rapid and healthy development of e-government construction. Fifth, develop an advanced and scientific operation and maintenance support platform. Learn from ITIL theory and best practices, actively explore advanced operation and maintenance support tools, and build a complete and centralized operation and maintenance support platform. Advanced and scientific operation and maintenance support platform can promote the continuous improvement of work efficiency and the continuous reduction of operation and maintenance costs. Through centralized monitoring of the system and automation of the operation and maintenance process, the time for manual monitoring and handling of problems by operation and maintenance personnel can be reduced, and personal work efficiency can be improved, so that the time and energy freed can be used for higher-level problem research; At the same time, the work mode of hierarchical management realizes the detailed division of labor of operation and maintenance personnel and improves the efficiency of human resources. And the cost of human resources is reduced. Sixth, establish an operation and maintenance supervision and evaluation mechanism. The establishment of supervision, assessment and evaluation mechanism can supervise and improve work efficiency and quality, which is conducive to improving the quality and efficiency of operation and maintenance work. In a word, with the continuous development of tax informatization, the comprehensive ability of operation and maintenance management will surely enter a new stage of development. We must realize this, and pay more attention to the operation and maintenance work, and finally achieve the goal of promoting the development of information technology in the operation and maintenance of information technology.