NESTOA Commissioners’ Roundtable Pennsylvania Department of Revenue Transformation Plan 2017-2022
WHAT is the Department doing to Transform? Modernizing Business Processes PATH/MyPATH • eCorrespondence • IMB/White Mail • Realigning Empowering Resources Employees Taxation Reorganization • LEAN • • Field Enforcement Consolidation MyIDEAS • Call Center Merger • Focus Groups • • RPA 2
WHY is the Department Transforming? Shrinking Authorized Compliment Greater Number of Taxes to Administer Increased Demand for Customer Services Overlapping & Competing Operations 3
HOW is the Department Transforming? P A TH/MyPATH Implementation Reorganizations LEAN Initiatives Digital Document Processing Strategy MyIDEAS/Focus Groups Robotic Process Automation 4
WHEN is the Department Transforming? October May • Modernization Rollout 4 - BTS April • Taxation Reorg Phase 4 - BIT Functionalizes • Digital Document Processing Strategy ECorrespondence 2021 2022 July • Taxation Reorg Phase 1 - MAFT Functionalizes 2020 October • Customer Experience Center Staff reorged and relocated. 2018 November • Modernization Rollout 3 - PIT, Pass 2019 Through, PTRR • Incorporate SSO on top of our new and existing publicly facing tax portals 2017 August January • Taxation Reorg Phase 2 - BTFT/BCT/MAFT - BTS Bureaus • Modernization Rollout 1 - IFTA/MC, MF, • Customer Experience Center Consolidation AFT February October • Digital Document Processing Strategy – • Modernization Rollout 2 - RTT, IT Intelligent mail Barcode June December • Digital Document Processing • Field Enforcement Consolidation Strategy White Mail August • Digital Document Processing Strategy ECorrespondence Splash Page
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