Tax Agency Re-Engineering Services

1. Tax Agency Re-Engineering Services David Boyd & Associates David Boyd & Associates

2. Our Firm • Services for Tax Agencies • IT Strategy • Procurement Planning, RFP Preparation, and Bid Evaluation • Process Design • Return Forms Analysis and Business Rule Documentation • Independent Project Management Services • Re-engineering

3. Our Services For Tax Agencies 1 • Services Before and During Large Projects • Integrated Tax System • Audit Selection • Non Filer Discovery • CRM • Data Warehouse • Channel Management • IT Strategy and Standards • We Focus on the Highest Value Added Activities • Defining the Strategy and Project • Defining the Business Case • Designing Improved Processes and Organization Structures • Selecting the Right Software and Integrator • Designing Improved Business Rules • Performance Reporting • All Services Performed by Senior Professionals With Tax Agency Experience • You Never Start From Scratch. We have methodologies, tools, templates, and examples developed explicitly for tax agencies Four Things You Should Know About Our Services TAX AGENCY EXPERTISE TECHNICAL SKILLS t e k r 2 Ma David Boyd & Associates TOOLS, TEMPLATES & Methodologies Complete Solutions Implementation Analysis & Design Management 3 Our People and Tools Make the Difference 4

4. ITS Design Methodology: Process Design (Using Our Standard Processes) • Our Standard Process Designsoffer a starting point for the design of most major process types. Included are: • Appeals • Audit Case Management • Bankruptcy • Billing and Assessments • Cancellation • Collections • Delinquencies • Dissolution • Refunds/Offsets • Initial Registration • Non Filer Discovery Case Mgt • Returns Processing • Payments • Registration Updates • Revenue Accounting Our process design methodology identifies process steps, work lists, ITS components needed, correspondence generated, and key process metrics needed.

5. Process Design: Work List Analysis • Worklist Analysis • Done for each process work list defined • Provides the following information: • Who owns the work list • Who works the work list • Work list type • Work list elements • Screened launched when work item selected • Work list entry and exit rules • Options available to users working the list • Expected volume • Number of staff needed to work the list • Keys to the Analysis • How does the item get on and off the work list? • What options are available to the work list user>

6. Service Line: Re-engineering • Our Methodology focuses on all key aspects of improvement: • Development of Baselines and Targets • Organization • Process • Technology • Performance Metrics

8. Vision, Goals & Design Service Line: Re-engineering Full Coverage Tailored Specifically for Tax and Revenue Agencies • Our Re-engineering Methodology covers all aspects of enterprise transformation including process, technology, and organization. It is opportunity and business case driven and is supported by a variety of tools and templates: • Tax Agency Best Practices Library • Performance Metrics Library • Templates and Samples for All Steps • Model ‘To Be’ Processes for Tax Agencies • Sample Project Definitions for Integrated Tax System, CRM, EDMS, and Data Warehouse Projects

9. Our As Is Assessment:An Opportunity Driven Approach Our As Is Assessment culminates in situation assessments that describe the opportunity, the applicable baseline, and other pertinent data

10. Our As Is Assessment:Solid Baseline Our efforts start with a solid baseline. It is essential for the opportunity identification and the future business case. Service Availability by Channel

11. Our As Is Assessment: As Is Process Documentation Our As Is Review of Processes identifies weaknesses and the keys to improvement • Path to Improvement • Substantially improve automation, speed and accuracy by doing the following: • Automate cancellations and run consistently before delinquency runs • Automate checks for bankruptcy, audit, and appeals and perform in a consolidated step • Run address corrections before delinquency run to reduce returned mail • Clear suspense before running delinquencies • As Is Assessment • Process has two many steps, is heavily manual, and takes over 100 days from start to finish • Process has numerous manual review and decision points that slow processing • Late cancellations drive extensive back end review and correction • Delinquencies for taxpayers with audits, appeals, and bankruptcies are manually intercepted and diverted to other units Manual review step

12. To Be Process Designs: Using Our Standard Processes • Our Standard Process Designsoffer a starting point for the design of most major process types. Included are: • Appeals • Audit Case Management • Bankruptcy • Billing and Assessments • Cancellation • Collections • Delinquencies • Dissolution • Refunds/Offsets • Initial Registration • Non Filer Discovery Case Mgt • Returns Processing • Payments • Registration Updates • Revenue Accounting Our process design methodology identifies process steps, work lists, Technology components needed, correspondence generated, and key process metrics needed.

13. ITS Design Methodology: Component Inventory • ITS Component Inventory • The ITS component inventory translates requirements into screens, transactions, views, process controls at the design level. • It specifies which components must operate online, in batch, or both • The reference inventory provided by David Boyd & Associates has over 600 components

14. ITS Design Methodology: System Flows • Our System Flows • We provide templates and samples for key system flows. • Included are: • Registration • Returns • Payments • Refunds • Offsets • Billing and Assessments • Collections • How System Flows Are Used • Provides a method for documenting flow and sequence in non user driven processes • Provides a method of dividing system based processes into functions prior to the definition of business rules

15. Business Case: A Comprehensive Perspective Our business case approach combines analysis of benefits and costs with an analysis of obstacles and information on what has worked in other states.

16. How to Get In Touch Contact Us: David Boyd dboyd@boydassociates.org 724-713-5950 Visit Our Website: http://www.boydassociates.org