integrated case management - tax admin · louis panebianco – florida dor dexter mclean –...

1

Integrated Case ManagementFTA Technology Conference – August 2005

Louis Panebianco – Florida DOR

Dexter McLean – Deloitte

Copyright © 2005 Deloitte Development LLC. All rights reserved.

Agenda

• Florida DOR Overview• Project History• Case Management Objectives• Challenges• Implementation Approach

– Business Intelligence– Customer Relationship Management– R/3

• Return on Investment• Future Vision

2


Florida DOR Overview

1.3 MillionTaxpayers

Serving17 Million Florida

Population

36 Offices

2,411Employees

53 Tax Types

474Jurisdictions

DOR

9.4 MillionTransactions

TaxCollection$32 Billion


1998

19991999

20002000

20012001

20022002

20032003IntegratedSales Tax,

Amnesty andTiered Penalty

Integrated Registration(2 taxes)

Integrated CommunicationsServices

Integrated CITw/Integrated Registration

(9 taxes)

Integrated Registration(7 taxes)

Procurement and contractnegotiation w/SAP

Beta softwaredevelopment IS-PS-CA

Integrated AuditCase Management

IntegratedCall Center

Project History

3


Project History

20052005Upgrade toEnterprise

20042004Integrated Fuel, Gross

Receipts andDocumentary Taxes

Integrated BusinessWarehouse and Expert

Penalty System

IntegratedBankruptcy Case

ManagementIntegrate Discovery Case

Management


Case Management Objectives

• Ensure a consistent approach to compliance activities• Reduce duplicate and repetitive contacts• Assign work for the most appropriate action• Bring taxpayers in compliance in the most cost effective

manner• Permit easy hand off of work to other processes• Provide a data repository of projects and results of all

contacts

4


Challenges

• Multiple stand-alone legacy systems• Business Process definition• Implementation Approach – phasing in new functionality

and decommissioning the legacy systems• Interfacing and Data Conversion – Temporary Interfaces

vs. Data Conversion• Identifying and obtaining 3rd party data• Adhoc querying capabilities


Implementation Approach

The project teamevaluated the various

approaches to phasingthe functionality

In December 2003,Audit Case

Management (ACM)went live after a year ofrequirements gathering,design and development

Implementing the front-end first then the back-end was chosen as the

preferred approach

SubsequentlyBankruptcy and

Discovery Case Mgmthave been

implemented

Lead Developmentis currently under

development

5


Implementation Approach, cont’d

CustomerRelationshipManagement

R/3

BusinessIntelligence

ExternalData


• External Data Processing– Extract, Transform, Load– Data Matching

• Lead Identification– Audit Case Selection– Discovery

• Performance Accountability– Leads Success Analysis– Process/Staff Efficiency Measurement

• Taxpayer Scoring– Tailored Enforcement Actions

Approach - Business Intelligence

6


• Call Center– Consolidated Account Views– Predictive Dialing– Call Campaigns

• Bankruptcy Case Management– Automated Intake– High Volume Management– Web Enabled

• Leads Management– Contact Tracking– Call/Letter Campaigns

Approach - CRM


Leads Screen

7


Leads Screen


Bankruptcy Screen

8


• Accounts Receivable and Accounts Payable– Payment Processing– Assessment Handling– Dunning/Billing

• Distribution• Case Management

– Compliance Audit, Collections, Discovery Case– Field Audit Upload/Download

• Workflow Management

R/3


Collections Screen

9


Compliance Audit Screen


Discovery Case Screen

10


Return On Investment (ROI)

• Cut 560 Positions – $12.5 million savedannually

• Increased Collections for Bills andDelinquencies – $430 million

• Commercial Rental Project – $41 million• Numerous discovery projects underway

– Dun & Bradstreet– Convenience Stores– Governmental Leasehold– Dry Cleaning


ROI, cont’d

$242,900,000

$255,600,000

$277,900,000

$255,134,033

$350,657,620

$427,288,189

$413,050,855

$-

$50,000,000

$100,000,000

$150,000,000

$200,000,000

$250,000,000

$300,000,000

$350,000,000

$400,000,000

$450,000,000

1998-1999 1999-2000 2000-2001 2001-2002 2002-2003 2003-2004 2004-2005

Bill and Delinquency Collections

11


$167,800,000

$192,200,000

$170,700,000

$181,417,602

$190,863,782

$232,613,778

$207,470,187

$-

$50,000,000

$100,000,000

$150,000,000

$200,000,000

$250,000,000

1998-1999 1999-2000 2000-2001 2001-2002 2002-2003 2003-2004 2004-2005

Compliance Audit

ROI, cont’d


ROI, cont’d

12


Future Vision - BI

PerformanceAccountability

Measures

Discovery

Audit Selection

Taxpayer ScoringExecutive

Reporting System

FutureFutureVisionVision


E-Portal• Web based taxpayer account

maintenance• Jurisdiction Account Management

Telephony• OutboundFutureFuture

VisionVision

Case Management• Lead Management• Litigation• Dispute Resolution

Future Vision - CRM

13


Future Vision - Timeline

20052005

20062006

20072007 Integrate UnemploymentCompensation Tax

IntegrateInsurance

Premium Tax

Fed/State e-File& Pay

Integrate AuditSelection

Integrate Lead Development(Audit Selection)


Questions

?

integrated case management - tax admin · louis panebianco – florida dor dexter mclean –...

Documents