A taxpayer would have to wait hours and sometimes days to get questions answered about their city related tax filings.

The Organization: The Tax department of a US based city with a population of over 200,000.

The Problem: The city income tax administrator was looking to improve the efficiency of his department. He wanted to eliminate paper based document retrieval, reduce paper storage demand and costs and also cut the labor cost of providing customer service.

The Solution: We delivered three distinct solutions to solve the issues of this tax administrator.

• A document capture system which included advanced capture software and high volume scanners were installed to image the incoming documents and create an index using a barcode on the documents.
• An ECM systems was installed that stored and managed the images coming from the capture system in a secure manner. The ECM system was integrated with the city’s tax application so that when tax payers called with questions the staff was able to retrieve relevant documents from the system directly from the core tax application, eliminating the need for the manual paper retrievals and opening a second application.
• An Interactive Voice Response (IVR) application was developed to automate the direct withdrawals from the business checking accounts for companies needing to pay withholding taxes. This increase the speed of payments and eliminated the need to have a “live” agent handle the transaction.

The Benefits: In the end the city became more efficient in several areas and was able to reallocate the staff to different positions within the city as well as reduce their cost of storing paper documents. Additionally their critical and private tax information was stored in a secure redundant environment.