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The Partnership Project has developed new electronic alternatives to filing and paying taxes, as well as opportunities for interactive self-help. A Telefile application has been developed providing quick and easy filing for individual taxpayers who previously qualified for the 760 Short Form in Virginia. Internet applications have been developed for business registration and filing of sales and use, and withholding taxes, and for individual income tax filers. The business applications are in the process of being integrated with the Virginia Employment Commission to provide 'one stop shopping' for business taxpayers who will be able to register for, and file and pay VEC taxes at the same time. In addition, public documents concerning tax policy in Virginia are now available online through the Policy Library.
The Partnership has also completely reengineered the paper filing process for individual income tax returns. The tax form was completely revised for the first time in nearly thirty years using a combination of information-based decision analytics and customer focus groups.
The Partnership has implemented the first phase of Customer Relationship Management (CRM) tools that will allow customer service representatives (CSRs) to access a 'holistic' view of the customer when an inbound contact is received. The taxpayer account will be displayed on the desktop along with any information about previous contacts that the taxpayer has had with the agency. The CSR will see the whole picture of the customer's situation and can more adeptly resolve the situation.
New tools are useless unless the employees that use them are trained, motivated, and instilled with a desire to provide quality service. The Partnership Project has staff dedicated to managing organizational development and change management. TAX has also implemented a new learning center with its own dedicated staff and facilities to provide continuous employee development and education. Since the beginning of the Partnership in 1998, over 15,000 student hours of training have been provided to employees on the new tools we have deployed and on how to cope with the changes at TAX.
Contact Information: Danny Payne, Tax Commissioner, Virginia Department of Taxation, 600 East Main Street, 23rd Floor, Richmond, VA 23219, (804) 786-3587, dpayne@tax.state.va.us
Other Nominations: Click on the link to download program submission.
California Healthy Families On-Line Application
Connecticut Ct-GovCenter E-Procurement System
Indiana The "Union" of Indiana & Indiana Interactive
Kansas kansasjoblink.com
Kentucky Online Country Store and Free Web Page Service
New Mexico eChild Support
North Carolina Rural Internet Access Authority
Pennsylvania PA Dynamic Site Framework
Tennessee TennesseeAnytime State Portal Project
Texas Computers For Learning
Utah eUtah Network
Washington Access Washington
West Virginia CALL WVA Tourism Information Services
