Decision Analytics and the Future of Taxpayer Compliance Management

Transcription

1 Decision Analytics and the Future of Taxpayer Compliance Management John McCalden Revenue Solutions, Inc. Federation of Tax Administrators Technology Conference August, 2006

2 Agenda What is TCM? It s all around us! How will Next-Generation TCM be different from what happens Today? What TCM may look like in the future! 2

3 What Is TCM? Same as Customer Relationship Management Extends Analytics from Predictions to Decisions to Results Creation of actionable intelligence Acting upon that intelligence Measuring results Successfully Leverages Data Data is just data until it s turned into information Information is just information until it s turned into intelligence 3

4 We Are Already Living TCM! Scoring Manage Customer Interactions Numb3rs Sabermetrics Cross-Industry Users Strategic and Tactical Uses 4

5 Scores are Ubiquitous Credit Scores Mortgages Mortgage rate Credit card rate Bond requirements Decision Strategies Offers Nature of relationship with bank, telco, retailers Daily ATM withdrawal amounts Overdraft protection 5

6 Managing Customer Interactions Increasingly Customer Focused (CRM) Mainstream: credit scores, bankruptcy scores, collection scores Leading edge: profitability scores, attrition scores, propensity to buy scores Cutting edge: time to event modeling Increasingly Decision Focused It s not just about the score It s about the action you take based on the score 6

7 Numb3rs 7

8 Sabermetrics Better Measure of Hitting Ability Runs Created: (HITS + WALKS) (TOTAL BASES) RUNS = AT-BATS + WALKS Better Measure of Pitching Ability Compared to Average League ERA PITCHING RUNS = Innings Pitched x ER. 9 New Measures Appear to Contain a Total Contribution Aspect Supports decisions like: which players to buy and sell 8

9 TCM The First Generation MA & SC Classic State of the Art Integrated environments Existing business processes Legacy tax systems DiscoverTax Case management Analytical environment Decision analytics Risk-Based Collections Audit selection 9

10 TCM is Mainstream 10 Treatment Scenarios 100% 90% 80% 70% 60% 50% Good Rate 40% 30% 20% Decision Strategies 10% 0% Comparison of Forecast Good Rate for Aligned Performance Models, and the Population Distribution, by Score Range Scorecards Score Range Segmentation Number of Cases 4000 Total Cases Forecast Good Rate 0

11 What Are Benefits of TCM? Enables Better Decisions Increases Productivity Increases Revenue Provides Increased Customer Service Enables Continuous Performance Improvement 11

12 How Will Next-Generation TCM be Different From What Happens Today? Requires a Different Way of Thinking Strategic and tactical Analytical and deliberate Pro-active and curative Requires Next-Generation Compliance Business Processes Compliance measurement Selection of cases for certified and self-audits Advanced taxpayer education Compliance initiatives Effectiveness measurement 12

13 How Will Next Generation TCM be Different From What Happens Today? Requires Organizational Changes More prescription of cases to audit and collect Analytical unit, consults to compliance divisions Compare geography of known taxpayers and lifestyle Requires Internal Integration Coordinate our actions Measure results of our actions 13

14 What will TCM Look Like in Future? New Way of Thinking Strategic thinking is goal oriented: How can I maximize contribution of DOR to state treasury? How can I maximize customer service? How can I maximize voluntary compliance? Tactical thinking is about interacting with the other guy to get him to do what you want Send a reminder letter or make a phone call at 30 days to get medium-risk taxpayers to pay? Make phone call to high-risk taxpayers or send directly to enforced collections? 14

15 What will TCM Look Like in Future? All Taxpayers Will Have Their Compliance Score Audit, Collections and Taxpayer Education All cases will be handled! Compliance Management Activity will be Coordinated Compliance Initiatives Commonplace Acceptance because objective! Increased voluntary compliance Measured impact on tax-gap Everything Will Be Measured 15

16 What will TCM Look Like in Future? Strategy: Maximize Voluntary Compliance Comprehensive, involving all agencies and functions within the DOR Whole is greater than sum of parts Cumulative impact on voluntary compliance Compliance initiatives focused on specific segments Measure level of compliance Measure impact of compliance tools Address all categories of taxpayer Unregistered, underreporters, collection cases, cases at risk of becoming non-compliant, fully compliant Changing focus: from a single taxpayer to all taxpayers within a target group To recover far more revenue than traditional audit approach 16

17 Compliance Initiative Framework Estimating Overall Compliance Industry A Industry N Industry Z Totals Size Categories Small, Medium and Large Cross Size Initiatives Cross Industry Initiatives Interpolation Totals Totals Totals Totals Totals Totals Totals Grand Total 17

18 Impact of Compliance Initiatives on Overall Compliance Segment N 300 Revenue ($million 200 Compliance Initiative (2013.Q4) Compliance Initiative (2010.Q4) Q Q Q Q Q Q1 Time (Quarters) Revenue Estimated Full Compliance 18

19 Revenue Solutions, Inc. Mission Statement Assist revenue agencies to maximize collections, increase compliance, improve customer service and streamline operations through the use of enabling technologies, in particular, integrated tax and tax data warehouse solutions Incorporated in May, 1996 Headquartered in Pembroke, MA with a Solution Center in Roseville, CA Dedicated exclusively to providing products & services to tax agencies Approximately 120 consultants with over 600 combined years of revenue systems consulting Deep tax administration domain expertise 19

20 Questions and Answers 20

21 Contact Information 21