AWARDS & RECOGNITION
2001 Awards: Public/Private Partnerships
RECIPIENT Virginia: Department of Taxation
[Download Nomination - Word]
In 1998, the Virginia Department of Taxation (TAX) engaged in a public private partnership with American Management Systems, Inc., (AMS) to completely reengineer the business process at the agency and to replace the aging legacy systems that managed state revenues. This $135.5 million self-funded Partnership Project is the largest and most comprehensive public-private partnership ever undertaken by a state revenue agency, providing new alternatives for taxpayers, enhanced ability to provide customer service, and organizational development.
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.
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
