Revenue and Regulatory

Putting the citizen experience at the heart of tax collection.

Tax and Revenue administrations within governments are responsible for the intake of government revenue. This includes taxes and occasionally non-tax revenue. It’s a complex environment with a combination of both direct tax, which is levied on income, and indirect tax levied on products. Different classifications also apply to taxes levied on business, such as corporation tax, and those paid by the individual.

When an American Tax agency sought to close the tax gap between what citizens owed verses what they voluntarily paid in their returns, it put customer service and employee efficiency at the heart of its strategy.

This started by addressing their enterprise operations and modernizing their systems. The project Enterprise Data to Revenue (EDR) automated the platform used to process all personal income tax returns.

Supporting its mission to provide services and information to help taxpayers file accurate and timely state tax returns, the project provides secure, self-service options for citizens – for example allowing the citizen to opt for their choice for future correspondence and communication (such as email, phone, and text). Similarly, EDR enables intelligent automation of the tax return processes for any possible scenario.

This helps the taxpayers receive faster responses to their queries and benefits the agency through faster resolution and quicker submission of tax returns.

Moving with the times, the agency almost eradicated paper-based processes and correspondence. This will automate the processing of about one million digital and paper-based tax returns – freeing up agents to work on more complex cases.

And, by better educating the taxpayer and implementing an accuracy validation system the agency hoped to save employee time spent on avoidable tax return errors. Approximately 20% of inaccurate tax returns are due to either failure by the taxpayer to pay their taxes, use of incorrect forms, and other expectations. With the new capabilities, tax returns are automatically analyzed and validated – consequently reducing costs and improving employee production.

The results are significant: more than $2 billion in additional state revenue; 16 million tax returns processed in one month; 24,000 tax returns processed in one hour; 24/7 self-service portal; and reduced cost to serve.

The result? More revenue to fund public services and a reduction in the ‘tax gap’ created by non-compliance or fraud.

Contact Capgemini for a connected government and citizen experience.