Department of Taxation and Finance

Call Center Services Unit

In 1996, the Department of Taxation and Finance automated its Call Center Services Unit and added staff to the unit in an effort to increase tax collections, enhance staff productivity and improve customer service. We assessed the effectiveness of the Departmentís efforts and found indications that customer service had improved. However, we could not determine whether tax collections and staff productivity had improved as a result of the automation and staffing changes in the Call Center Services Unit, because the goals related to these improvements had not been quantified, a reliable method of measuring the improvements had not been established, and management reports for measuring revenue collections and staff productivity had discrepancies that compromised their usefulness. We recommended that the Department develop quantifiable goals for major initiatives, establish reliable methods for measuring its progress in meeting these goals, and develop reliable management reporting systems for monitoring such progress.

For a complete copy of Report 2001-S-9 click here.
For a copy of the 90-day response click here.