Updating Your Customer Web Experience

Transcription

1 Updating Your Customer Web Experience New York State Department of Taxation and Finance James Lieb, Director of Architecture and Web Solutions Approximately 5,800 employees Offices across the state and 1 in Chicago Process $83 billion annually A wide variety of tax types 2 1

2 Current and Evolving Challenges Observation Successful alignment is achieved through culture, process and tools, not technology. Personnel Changing workforce expectations Acquiring new skills required Retirements Recruitment Technical Business Legacy dependence Stovepipe systems Product integration Lower Operational Costs Simplify Maintenance Reduce Total Cost of Ownership Changing Demands and Expectations Raise Revenue Reduce costs Eliminate paper based systems Quicker and more consistent delivery Sharing data and Interoperability Open channels Process optimization (manage work) 3 Online Services (EIM/SWAN/OTC/OLS) Business Problem How do you give external customers (business partners and constituents) access to applications and resources? How do you offer additional services to existing customers of other agencies? 4 2

3 Requirements for Tax Authorization System Self Service Easy to use interface for account administration including delegation Low cost, easily maintained Single signon to multiple accounts Meets Statewide accessibility Auditable Resolves issues of previous models 5 6 3

4 7 Redefining the Problem Using Available Web Commerce Software for an Authorization Model Resources become Products Delegation and Account creation built in, Web Services leveraged for vetting Authorization is handled through a product purchase contract 8 4

5 WebSphere Commerce Advantages Why buy instead of build? OLS User Configuration Whole CRM side of product which can promote resources and deliver information based on profile of account, users or resources Used by many companies, scalable Highly configurable (catalogs, products, etc.) Integrates with plug-in modules for payments, other web service products 300 off the shelf reports Allows for easy integration with Portal and new technologies Secure chat (with known user) and other features built into product Supports multiple sites, contracts 9 Improvements Required Too much vendor dependency Usage outgrew the UI Expand services and increase usage Expand user communities Add channels (chat, mobile. Etc.) Externalize vetting, integrate UI objects Change UI and delegation Add services and message center Externalize vetting and trust model Next version of Commerce 10 5

6 Too much vendor dependency Usage outgrew the UI Expand services and increase usage Expand user communities Add channels (chat, mobile. Etc.) Externalize vetting, integrate UI objects Change UI and delegation Add services and message center Externalize vetting and trust model Next version of Commerce 11 Demo OLS Screen Shots 12 6

7 Kicked off 3/2011 OLS 2.0 Project Coding started 7/2011 Upgrade to Commerce 7, use of GovDelivery, Account View, Message Center, Response to Notices integrated in delivery Delivered date 1/11/2011 Additional deliveries scheduled Externalized vetting EIM integration Business services and Service Accounts Chat 13 Where were at Over 950,000 registered users to date (no advertising) Over 800,000 logons/month Over 3.2M/secured transactions/quarter 56 available applications in OLS All new applications to work with OLS Department now can mandate efiling. Last quarter over 220,000 Sales Tax web filings were completed. 14 7

8 OLS Participants 15 New communities Next Steps and Futures Shared content (all images, correspondence, eforms) Service Accounts not only users, but available servers that can perform web services File Transfer automation Secure, account based chat User certificates and signatures 16 8

9 Current Account Creation 17 OLS 2.0 Account Creation 18 9

10 Integration with EIM 19 NY State Tax Processing PIT (Personal Income Tax) >30M returns processed (3 years) Daily Processing High 650,000 returns/day Up to 14,500 different data elements for the filings (73% Electronic) 22M Refunds ($24B) Corporate Tax IRS ELF Program ,317, ,977, , ,000, ,000 (thru June) Peak day: 80,000 returns Sales Tax 220,000 on the Web last quarter Withholdings Tax 100,000 web filings of XML STAR Property Tax Rebate Application (Tax Refund) 3.5 web applications in a 3 month period epay $6.5B through June Observing 250% increase in

11 21 Innovation Platform Statistics e-mpire UI Page development time cut by 70% 392 pages developed 249 tabsets, 396 BABE functions iflow 46 iflows apps in Production (developed March 2009) 12 more in development Applications developed 60% faster Maintenance cut by 80% SmartServices 535 generated services Online Services 950,000 Registered Users 57 authenticated applications Role Based Security 80% reduction in security issues Based on only 6 security policies which rarely change 22 11