A Small Piece of a Big Pie
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1 Virginia Department of Taxation, Lee Mikelson American Management Systems, Beth Payne-Jackson Imaging Business Machines, Laurie Mitchell A Small Piece of a Big Pie The Partnership Project Replaces the legacy computer systems with an Integrated Revenue Management System Evaluates every business process Identifies opportunities for process improvement and technical innovation Focuses on customers 1
2 A Small Piece of a Big Pie Management Improvements Better responses for customers with complex questions Forms that are easier to complete and to process Internet filing options On-line access to business accounts Easier identification of audit candidates Why a High-Speed Scanner? Cascading Technologies Higher data collection efficiencies Image Archive 2
3 Cascading Technologies 2D Barcode OCR/ICR Key from Image/ Paper Cascading Technologies mean higher efficiencies 2D Barcode 2,052 returns/hour OCR/ICR 74 returns/hour Key from Image/Paper returns/hour 3
4 Advantages of Image Archive Reduced paper storage Faster access to records Improved customer service Why the ImageTrac? Multiple cameras 400 dpi Barcodes stay small 200 dpi Digitally drops out color Captures a complete image for archive and viewing, letting us eliminate templates over images. 4
5 The Process Collect 400 dpi and 200 dpi images If 2D fails, cascade to OCR/ICR workflow Commit 200 dpi images to storage KILL successful 2D returns GOAL 5
6 The Results 77% Kill Rate Barcode misreads attributed to: Incomplete specifications Damaged barcodes (labels over barcodes) Bad data types in fields (untested codes) Differences in print quality (laser vs. ink-jet printers) The Results Timely refund returns with 2D barcodes were processed with zero data entry Timely paid returns with 2D barcodes were processed with only the payment number corrected (read with an OCR engine) 6
7 Lessons Learned Partnerships are critical to success! AMS, IBML, Software Developers Launched many new technologies AMS gradual approach to deployment minimized the bruises Able to deploy 2D late in system development Chose partners who understood our business and were attentive to our needs. Lessons Learned Software Developer Certification Provide specifications early and update frequently Begin testing earlier and communicate better Provide clear, concise specifications 7
8 Lessons Learned TEST, TEST, TEST!! 8
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