Commonwealth of Virginia: Department of Taxation The Commonwealth
of Virginia’s
Department of Taxation (VATAX) administers all revenue functions through its
ongoing Partnership Project with CGI. The comprehensive program includes
electronic tax filing, a state-of-the-art integrated revenue management system,
as well as an organizational development and change management program.
The Challenge
In the mid-1990s, officials at VATAX
recognized the need to improve customer service and bolster operational
efficiency while navigating budget cuts and complex tax laws. At the same time,
Virginia had
a growing taxpayer base and an aging revenue collection system.
How CGI Helped
CGI designed and implemented VATAX
Online, a comprehensive suite of digital customer service tools that integrated
customer resource management (CRM) applications into VATAX call centers to
create “single view” service for taxpayers, and a modernized collection and
remittance system for improved speed, accuracy and efficiency. To help VATAX
pay for the project, CGI and VATAX formed the Virginia Partnership Project, an
innovative public-private partnership in which CGI provided initial funds for
the project and then received compensation as revenue milestones were reached.
The Results
Since its launch, the Virginia
Partnership Project has helped VATAX officials and Virginia taxpayers save money with an
efficient, paperless system. Additional benefits include:
- Increased taxpayer satisfaction
and money saving for the Commonwealth by using iFILE
- Reduction in tax return errors
allow for lower handling and operating costs
- Increase in revenues received
The bottom line: CGI’s benefits-funding approach helped Virginia overcome its
financial hurdles and transform an aging legacy revenue system into a
money-saving, comprehensive revenue management system with increased customer
satisfaction.
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