State of Florida Department of Revenue

Transcription

1 State of Florida Department of Revenue Integrated Tax System with Internet Registration, SAP CRM CIC and Collections Case Management Federation of Tax Administrators Conference August 12, 2003 Page 1 Agenda Internet Registration Customer Interaction Center - Project Background and Approach - Solution Landscape - Functional Overview - Lessons Learned Collections Case Management - Chronology of the Collection Case - Collection Case Assignment - Structure and Layout of the Case Screen - Collection Case Scenario Questions Contact Information Page 2 1

2 Internet Registration Page 3 Tell Us What You Do Page 4 2

3 Business Structure/Type of Ownership Page 5 Registration Determination Page 6 3

4 How to Recover Your Session Page 7 Reason for Registering Page 8 4

5 Mailing Address, About Your Business, Owner Information Page 9 Primary Business Activity Page 10 5

6 Primary Business Activity Page 11 Unemployment Tax Page 12 6

7 Communications Services Tax Page 13 Notification or Method Employed to Determine Taxing Jurisdiction Page 14 7

8 Interview Summary Page 15 Registration Successful Page 16 8

9 Customer Interaction Center Page 17 Project Background and Approach Customer Touch-Point Evaluation - The evaluation revealed that FDOR needed to explore the following: Leverage their IVR capabilities Automatic taxpayer identification on inbound and outbound calls Utilize recent investment in back-office tax administration systems Correct fragmented approach for evaluating contact center performance Address inefficiencies in managing contact center workforce Realize the full potential of human resources - Additionally, the agency was seeking technology solutions that would further the following strategic initiatives: Improve customer/taxpayer service Equitable and timely collection of outstanding receivables Reduce operating costs Page 18 9

10 Project Background and Approach Business Case for Customer Service Delivery - Summary of the evaluation project - High-level requirements - Proposed technology solutions Multiple vendors for each solution component Range of costs Potential benefit streams Implementation strategy High-level time line Action Plan - License mysap CRM - Pursue procurement of CTI and workforce management solutions Page 19 Project Background and Approach Vendor Evaluation - CTI Cisco ICM with AMC Adapter Genesys with GPlus Adapter - Workforce Management IEX Blue Pumpkin Genesys Vendor/Product Selection Procurement Delivery and Installation Page 20 10

11 Project Background and Approach mysap CRM CIC Implementation Approach - Pilot approach Inbound calls only Information and collections-related Two tax types in R/3 back-end Limited number of agents - Requirements deliverable Seven inbound call flows Telephony controls - Build/demonstrate/revise - Deliver CIC without CTI (live on April 8) - Deliver CIC with CTI (live on July 8) - Evaluate CIC for third tax type, adjust design, deliver Add sixty additional agents by mid-september - Outbound call campaigns for collections - Evaluate CIC for other process areas Page 21 SAP CRM Interaction Center Landscape Page 22 11

12 Functional Overview Customer Interaction Center - Anatomy of the interaction center - Telephony integration Work modes, inbound call, transfer, telephony controls - Actions Customer overview, taxpayer address, collection case, writeoff, contact log, web access, reports - Applications tabs Scripting, Geotax, activity, account information, contact history Page 23 Interaction Center Page 24 12

13 Set Work Mode Page 25 Incoming Call Page 26 13

14 Conference/Transfer Call Page 27 Telephony Controls Answer Hold Retrieve Consultation Telephony Control End Call/Not Ready Action Accept call Place call on hold Retrieve the call Puts call on hold while agent consults with another agent Indicates to the system that the agent is not available to take contacts. The system will not send incoming contacts to the agent s extension. Conference Call Warm transfer Joins parties together in a conference call Puts caller on hold while agent consults with another agent before call is transferred to them. Page 28 14

15 Customer Overview Page 29 Customer Overview Page 30 15

16 Business Partner (Taxpayer) Address Page 31 Business Partner (Taxpayer) Address Page 32 16

17 Collection Case Management Page 33 Collection Case Management Page 34 17

18 Write Off Page 35 Write Off Page 36 18

19 Contact Log Page 37 Contact Log Page 38 19

20 Web Access Page 39 Rate Report Page 40 20

21 Rate Report Page 41 Interactive Scripting Page 42 21

22 Interactive Scripting Page 43 Web Access: Geotax Page 44 22

23 Activity Page 45 Account Balance Information Page 46 23

24 Contact Log History Page 47 Lessons Learned User Involvement - Get users involved early; the system is complex; hands-on experience throughout design and development leads to confident users at go-live - Requirements document served as roadmap for both the project team and user community throughout the implementation Middleware - Make sure all patches are applied; resist the temptation to replicate the full master data record in CRM, creating unnecessary traffic between R/3 and CRM Customer Interaction Center - Plan agent s framework before building; identify what functionality is required to support call-related processes; configuration is more technical and covers more areas CTI - High complexity, many components from different vendors must be integrated; testing must be rigorous and is time consuming; beware when any component in the landscape is upgraded; make sure development support is available for the adapter Page 48 24

25 Collections Case Management Page 49 Collections Case Management Chronology of the Collection Case Collection Case Assignment When cases are assigned How cases are assigned Structure and Layout of the Case Screen Case Overview Screen Characteristics and components Collection Case Scenario Collector activities and screens Page 50 25

26 Chronology of the Collections Case SUNTAX ITS project initiated with CIT in April 2001 Minimal collection activities and requirements Additional tax types presented need for more robust collection tools Utilized existing functionality of the SAP ERP package to support field and central collectors Framework used to support other case activities such as Audit Case, and Consumer Exemption Page 51 Collection Case Assignment Cases assigned through automated collection program Table driven rules to assign case to Service Center and Collector based on Taxpayer ZIP code Cases can be assigned to only one Service Center, and initially to one or more Collectors Once a collector has taken claimed a collection case, the case is not presented to the other assigned collectors Cases are assigned status codes for prioritization Page 52 26

27 Collection Case Scenario Review inventory of collection cases Select a case from inventory Research registration related data Display taxpayer contacts and notes Create Demand to Appear letter Create an Installment plan Create a note to record actions taken by collector Compromise of bill Page 53 Collections Case Scenario and Demo Page 54 27

28 Collection Case Work List Page 55 Sort Work List by Amount Page 56 28

29 Select Collection Case Page 57 Collection Case Overview Screen Page 58 29

30 Registration Data Page 59 Potential Registrations required Page 60 30

31 Registration Data (cont.) Page 61 Collection Case Overview Page 62 31

32 Contact Log Report Page 63 Collection Case Overview Screen Page 64 32

33 Customer Overview Screen Page 65 Collection Letters Page 66 33

34 Create Correspondence on Demand Page 67 Preview Correspondence Output Page 68 34

35 Collection Case Overview Screen Page 69 Create Stipulated Payment Plan Page 70 35

36 Review STIP Plan Page 71 STIP Plan Interest Assessment Page 72 36

37 STIP Payment (Remittance) Coupons Page 73 Collection Case Overview Screen Page 74 37

38 Create Contact Log (notes) Page 75 Review Contact Log Entry Page 76 38

39 Collection Case Overview Screen Page 77 Compromise/Write Off History Report Page 78 39

40 Compromise a Bill Page 79 Select Bill to be Compromised Page 80 40

41 Collection Case Overview Screen Page 81 Questions Page 82 41

42 Contact Information Florida Department of Revenue Louis Panebianco Tony Powell Deloitte Consulting Alan Krasner Rita Scoggins Don Montalbano Page 83 42