A Scalable Document Creation Process for Tax Notices and Correspondence. Full Integration into the Enterprise Tax Systems

Transcription

1 A Scalable Document Creation Process for Tax Notices and Correspondence Presented by: David Kudlata Andrew Blinkoff Full Integration into the Enterprise Tax Systems Create a Document Check address for accuracy Check if customer has moved Check for Geo Information Tax Jurisdiction Check for past documents Allow for customer Self Service Mapping & Routing

2 Streamlining Customer Care & Customer Self Service for Enterprise Tax Management What Goes In a Document Address Validation Software Data and Graphics Location Intelligence Geographic Information Mapping Viewable Archived Documents Customer Self Service Document Creation Batch Data Driven Documents On Demand Interactive Documents Primary Tax and Revenue Issues Incorrect Addresses, Duplicates, Incorrect Names, Incorrect Geocodes/Tax Jurisdictions Result: Cost of Return Mail Result: Miscommunication with Constituent Result: Mis-allocation of tax revenue (for business or individual) to Counties/Municipalities Result: Eroding data that continues to cost Department money and valuable communication opportunity

3 Primary Tax and Revenue Issues Documents difficult to read and understand Result: Constituent Confusion Result: Inability to collect Inability to customize notices or Correspondence on the fly Result: Inaccurate Correspondence Result: Inability to manage Call Center Communications Documents difficult to read and understand Result: Constituent Confusion Result: Inability to collect Making consistent and frequent changes to documents Result: Cost of maintenance (staff time and effort) Result: Inability to make changes on-time creating a lengthy process Primary Tax and Revenue Issues Separate systems representing Document Creation, Electronic Presentment, and Archive Result: Cost of creating/maintaining documents in different systems Result: Constituent confusion and cost of call center activity Lack of Robust Self Service Capability Result: Cost of Call Center Activity Result: Constituent unhappiness

4 Notice and Correspondence Creation Customers California Franchise Tax Board Vermont Department Of Taxes Kansas State Tax System State Of Hawaii Department Of Taxation State of California Franchise Tax Board State of Nevada Department of Taxation State of Ohio Department of Taxation State of Oklahoma Tax Commission The Office Of Tax and Revenue Washington D. C Idaho Department Of Labor Florida Department Of Revenue Georgia Department Of Revenue State Of Arizona Department Of Revenue State Of Missouri Dept. Of Revenue State of Connecticut Dept of Revenue State of Indiana Dept. of Revenue State of Pennsylvania Dept of Revenue State of South Carolina Dept of Revenue

5 3 Types of Documents Batch Data Driven Rules Driven On-Demand Data Driven Event Driven Customer service Ad-Hoc Occur in response to an interactive activity or event Created by users across the entire enterprise Customer service, claims, underwriting Sales, marketing, admin Tax Documents Notices Letters - Statements 20% of Tax Documents require some type of human intervention. 80% of Tax Documents are Batch and Data driven Of the 80% - 15% of these documents are event driven Still Data Driven but enacted by a CSR event

6 On Demand or Interactive On Demand Requires no customization beyond the result of the document instancing process All data needed to produce the communication is available prior to generation Request fulfilled in real time or near time Examples: Instant Issue IDCards Policy Benefit Description via IVR Interactive Requires user interaction to complete Some data needed to produce the communication is available prior to generation Require workflow to deliver Request fulfilled in real time Examples: Claims Exclusion Letter New Business Requests for Information On-Demand Documents End user control of template design using industry-leading designer Design on the canvas Utilize robust automation capabilities Define interactive features Unprotected content areas Interactive data prompts Optional content selections Shared repository objects Promote consistent branding and style

7 One Design Station for all Documents Design Templates one for ALL documents Batch On Demand Interactive Document Generation: Document Design MS Word-like design environment Business Rules Wizard Variable Data Drag & Drop Dynamic & Static tables Multi-Lingual Delivers batch and ad-hoc applications: Multi-Channel Delivery Print, HTML, , Fax Template Design Invoices & Notices Service Orders/Field Orders Correspondence Commonly used repeatable sections Bar Charts Headers / Footers Signature blocks Summery Section

8 Standardized Address imb Barcode Support Variable Tables/ Variable Data Planet Code Barcode Support Coupon & Remittance Management Correspondence System Access templates via Web interface Data Collection Fields generated by template design Template-driven interaction Text Entry Radio Buttons Drop-down lists Configurable workflow for routing and approval Complete API set for integration into your environment

9 Electronic Presentment and Storage Electronic Storage CSR Access & Customer Access Customer View Call Center View Advanced, interactive online account management features for customer care Simple, secure and convenient online self-care Customer Service Reps have instant access to exact replica of customer documents Mail tracking though Planet Code Grow customer relationships with web self-service and instant call center access to documents

10 Customer Support: Self-Service Documents Customer Facing Present Documents to Consumers Profile Management Security Payments ACH, Credit Cards, Other Customer Service Facing Document Level Security Review Statements Approve Enrollments Edit Consumer Profile Represent User (New) Quickly find user Quickly verify user s identity Login as consumer Web Based Operator and Administrator Address/Record Validation and Geocoding/Tax District Assignment

11 Address Standardization Name and Address CASS / PAVE Improves address accuracy for timely, reliable delivery of customer communications and maximum postal discounts. Addresses are run through a CASS certified solution. This solution applies the correct ZIP+4, delivery point, and/or carrier route codes while standardizing the address, city, and state elements. Corrects Spelling MAUREEN HUBBARD 1934 GAZAWAY RD BOAZ, AL MAUREEN HUBBARD 1934 GAZA WAY ROAD BOAZE, AL Corrects Abbreviation Correct Spelling Standardizes Abbreviation Add ZIP+4 Code Adds Delivery Point and POSTNET barcode Move Update - NCOA Name and Address Move/Change of Address Identify new addresses of recent moves by interfacing with the U.S. Postal Service (USPS ) NCOALink Change of Address (COA) data. JOHN HUBBARD 1934 GAZA WAY ROAD BOAZE, AL JOHN HUBBARD 125 MAIN LN BOAZ, AL New Address USPS Change of Address Forms JOHN HUBBARD 125 MAIN LN BOAZ, AL

12 Location Intelligence Geographic Coding GeoTax Mapping Routing Quality Address Data Geocoding ADDRESS: E BRNG TREE LN LASTLINE: JACKSONVILLE, FL ADDRESS: BURNING TREE LN E LASTLINE: JACKSONVILLE FL Longitude: Latitude: : Pitney Bowes Business Insight Tax Solution GeoTAX accurately determines address location relative to local tax jurisdiction boundaries, as well as providing up-to-date information on ever-changing local jurisdiction boundaries GeoTAX provides exclusive access to the most current taxation boundary information through an update process that continually tracks and updates all types of taxation boundaries nationwide

13 Universal Addressing Data Normalization Advanced Geocoding Universal Name Address Now Advanced Matching Enterprise Tax Group 1 Business Services Phone Append Case Study: Fairfax County, VA PROBLEM Return Mail SOLUTION Batch Code 1 BENEFITS Reduce manual return mail work Postal Discount Difficulty in making changes to tax notices as required by Business Mailstream+, Zip Corrections (Code 1) DOC1 Lowered cost Quick IT changes using Power Objects More flexibility to the business More resources for other IT activity Many bill formats for different groups Effective Public Outreach Multiple Bill Templates DOC 1 Message Space Monthly usage graphs Separate prioritized bill messages Higher Customer Satisfaction and understanding of charges/readiness to pay Inexpensive Messages not inserts Font issues as the County went to fonts that were not supported on legacy system DOC 1 With full Windows and Raster font support Fairfax was able to meet the needs of the business

14 Case Study: State of Ohio - Dept. of Taxation PROBLEM Return Mail Postal Discounts Time consuming manual letter generation for notice, collection, reimbursement. Over 800 templates for notices and Correspondence in disparate systems Laborious real time correspondence process. Inability to manage what went out SOLUTION CDQP Address Validation Batch and Web Mailstream+, Postal Pre-sort AUTOMATED LETTERS! Doc 1 /Engage Onefor account level letter customization and automated batch job in ETM DOC 1 and Engage One Engage One BENEFITS Point of entry Data Quality and Batch provided more accurate set of addresses Lowered cost of mailings Labor savings Higher accuracy Ability for added customization at account level Rapid response to legal and regulatory mandates Higher Customer Satisfaction and understanding of charges/readiness to pay Web real time portal to allow management approval on correspondence while providing flexibility to the customer Significant turn around time for changes. Changes requested by business on a weekly basic. Were 6-8 months behind DOC1 and Engage One Using re-usable objects will be able to improve efficiency and enable changes to be made with ease Case Study: State of North Carolina - Dept. of Revenue PROBLEM Return Mail Inability to validate International Constituents and tax payers Time consuming manual letter generation for notice, collection, reimbursement. Over 500 templates for notices and Correspondence in disparate systems Misspelled and mismanaged names made it difficult to match records and reach the right person Quick customer billing history SOLUTION CDQP (Address Validation, Naming, Matching/De-Dupe, Normalization) CDQP and US, Canadian, International Database AUTOMATED LETTERS! Doc 1 /Engage Onefor account level letter customization and automated batch job in ETM DOC 1 and Engage One for managing batch and online correspondence CDQP Universal Naming DOC 1 Archive, integrated with CCB screen access BENEFITS Provides a validated, clean database for accurate sen Enables NC to validate and track international addressess and information Labor savings Higher accuracy Ability for added customization at account level Rapid response to legal and regulatory mandates Easier maintenance and cost savings for making changes. Additionally employee productivity will increase Name matching, phonetic matching in multiple language creates a more accurate and concise database CSR can look at exact image mailed to customer even if corrections and adjustments made since

15 Pitney Questions? Bowes Business Insight Tax Customers Thank You!