Strategic Plan 2021-2025 Accomplishments Report Key accomplishments and projects completed

We have completed the final year of our Strategic Plan 2021-2025. This report looks back at the projects and efforts completed by the California Franchise Tax Board, and recounts our numerous efforts in providing direct assistance to taxpayers and other government organizations.

Our strategic goals, foundational principles, and organizational values set the foundation upon which the Franchise Tax board operates.

Foundational Principles

Our Foundational Principles provide the basis on which we conduct business. These principles support our mission and guide our work to achieve the goals and implement the strategies in our strategic plan. Our Foundational Principles guide us in everything we do by safeguarding our systems, protecting taxpayer information and making sure our employees are safe.

  • Protect the privacy and security of data entrusted to us.
  • Carry out our fiduciary responsibilities to taxpayers by managing their accounts with accuracy and financial integrity.
  • Operate with transparency to maintain public trust and confidence.
  • Conduct our business in accordance with the Statement of Principles of Tax Administration, Taxpayers’ Bill of Rights, and our organizational values.

Projects Completed by Goal

Following are the accomplishments and projects we completed during the five years of Strategic Plan 2021-2025.

Goal 1: Exceptional Service

Strive to continuously enhance our customers’ experience.

  • Evaluate customer experience needs across all service channels; develop and implement solutions to equitably meet those needs.
  • Champion an organizational culture to achieve positive customer experiences.
  • Educate our customers on the use of multi-channel services and information to improve their experience.

Enhanced our customers’ experience

  • Executed the Golden State Stimulus (GSS) Program activities and delivered a combined total payment of 12.9 million with a total value of $8.8 billion to eligible recipients.
  • Modified CalFile to allow California Income Tax Credit (CalEITC) filers to file with a federal Individual Taxpayer Identification Number (ITIN).
  • Completed the Remote Agent Project which established processes and technology to support FTB contact center staff handling calls and Live Chat while working remotely.
  • Completed Middle Class Tax Refund effort in which FTB issued over $9 billion one-time payments to 32 million qualifying Californians.
  • Partnered with the State Controller’s Office to increase public awareness of voter registration by guiding taxpayers to use various FTB avenues to obtain needed information.
  • Implemented CalSavers system to process program payments and issue notices on non-compliant accounts as mandated by the CalSavers Retirement Savings Board.
  • Expanded the virtual hold technology that allows Tax Practitioner Hotline callers to save their place in the phone queue and receive a call back.

Looking Ahead (2026 through 2030)

We will continue to enhance Exceptional Service by:

  • Modernize the contact center platform that aims at delivering exceptional customer experiences while optimizing existing customer services.
  • Explore and adopt additional self-service tools allowing taxpayers to obtain assistance 24 hours a day, 7 days a week.
  • Refreshing the customer callback software to provide enhanced virtual hold options to callers.

Goal 2: Effective Compliance

Fairly administer the law to ensure taxpayers file and pay the correct amount.

  • Identify noncompliant segments and implement campaigns to improve compliance.
  • Improve data, information, and knowledge sharing with the tax community and government partners.
  • Improve case selection and timeliness in all compliance programs.

Furthered our Compliance Efforts

  • Completed the California Healthcare Mandate (HCM) Project that allows residents to report, pay, and reconcile healthcare related items through their personal income tax return.
  • Completed the large scale, multi-year Enterprise Data to Revenue 2 (EDR2) Project, the second phase of FTB’s Tax System Modernization’s (TSM) plan. The EDR2 Project achieved the following:
    • Migrated and expanded compliance systems onto the existing platform.
    • Increased automation and integration for unified operations.
    • Expanded the data warehouse to capture more data from various sources and create analytic models.
    • New and enhanced reports and dashboards.
    • Increased customer service with new online services, new online response options, expanded payment options, and enhanced interactive voice response.

Looking Ahead (2026 through 2030)

We will continue to utilize Effective Compliance tools brought in by the EDR2 Project, including:

  • Planning efforts for EDR3, which is the third and final phase of our TSM Plan that will modernize our aging legacy accounting system.
  • Enhancing our fraud detection capabilities to keep pace with the latest technological threats.

Goal 3: Strong Organization

Value, invest in, challenge, and empower our employees to have an enterprise view, be experts in their field, and achieve their full potential.

  • Continue to cultivate and enhance Talent Management services, which help us to attract, develop, engage, and retain our employee
  • Increase employee engagement and job satisfaction by continuing to assess and enhance culture, focusing on diversity, equity, and inclusion, valuing employees as individuals, and celebrating employee achievements.
  • Support an environment where decisions are made at all levels by those who have both the expertise and best information.
  • Welcome, solicit, and value input and ideas from anyone in the organization.
  • Recruit and retain a high-performing workforce that leverages our state’s rich diversity and promotes inclusion.

Continued to Invest in Our Employees

  • Created the Forward Together, Our New Era Team in which the team led the “Good to be Together” campaign to help ensure a safe hybrid environment for staffs’ transition from working remotely to working back in the office.
  • Launched an internal site page to support the department’s efforts to identify and address enterprise workforce gaps and succession planning needs.
  • FTB began hosting Career Expos to promote opportunities for new and current staff to explore available options within our organization.

Looking Ahead (2026 through 2030)

We will continue to enhance Strong Organization by:

  • Enhancing opportunities for staff at all levels and providing tools, resources and programs that promote ownership of their development.
  • Continuing to mature recruitment efforts to attract more well-qualified talents.
  • Increase critical knowledge retention through enterprise succession management efforts.

Goal 4: Operational Excellence

Optimize our processes, products, services, and resources to better serve our internal and external customers.

  • Manage budgeted resources at the enterprise level and use performance metrics to meet short- and long-term business needs.
  • Validate and use data, as authorized, to make decisions and improve business operations.
  • Leverage and modernize IT systems and processes to support and improve business and administrative activities.
  • Mitigate emerging and evolving threats to manage risks and protect customer privacy and security.
  • Standardize and modernize our hardware and software to optimize operations.
  • Strengthen physical security to ensure the protection of our employees and mission critical operations.
  • Continue to advance equity by working with taxpayers and under-served communities, using the information at hand to ensure that everyone is aware of their filing and payment obligations, and confirming that they participate using free and reliable resources.

Continued to improve our operations, effectively manage resources, mitigate risks and threats, and strengthen security

  • Completed multitude of efforts that optimized our commitment to operational efficiency, including:
    • Expanded new Microsoft technologies.
    • Updated the software to process dishonored payments.
    • Adopted e-signature processes that allow select documents, forms, and FTB notices to be electronically signed.
  • Improved process to expedite access to MyFTB accounts, no longer requiring customers to wait for a Personal Identification Number letter in the mail.
  • Replaced nine high-speed scanners increasing the speed of scanning and processing of tax returns.
  • Replaced two high-speed printers to improve the speed of printed communications.
  • Adopted the Secretary of State’s 12-digit character ID format that will assist with standardization and continuity of records.
  • To restore operations in the event of a disaster, FTB built a new data recovery site and rolled out cloud-based software.
  • Implemented the multi-factor authentication process to enhance security measures, safeguard taxpayer information, increase protection from potential attackers, and minimize the risk of fraud and data loss.
  • Modernized the technology recovery data center with cloud storage, optimizing the platform with scalability and flexibility.

Looking Ahead (2026 through 2030)

We will continue to enhance Operational Excellence by:

  • Modernizing our backup and recovery along with improving scalability, reliability, and protection from malware.
  • Upgrading our enterprise server to allow AI to run real-time fraud prevention, enhance cyber resiliency, and improve transaction response time.

Partnership, Community, and Outreach Efforts (2021-2025)

FTB is not only about completing projects, we also strive to make a difference by aiding others in our community and in government through numerous partnerships and outreach efforts. The following are efforts we were involved in during the Strategic Plan 2021-2025.

Assisted the Department of Fair Employment and Housing

FTB assisted the Department of Fair Employment and Housing (DFEH) with some urgent network troubleshooting due to DFEH losing key network staff resources. FTB had five team members contribute about 32 total hours to the effort.

Multistate Tax Commission

FTB is a sovereign member of the Multistate Tax Commission (MTC), an intergovernmental state tax agency, whose mission is to promote uniform and consistent tax policy and administration among the states, assist taxpayers in achieving compliance with existing tax laws, and advocate for state and local sovereignty in the development of tax policy. FTB leadership has been selected to preside over MTC’s Statewide Taxation of Partnership Project, which focuses on creating clarity around a number of issues related to state taxation of business partnerships and partners.

Awards and Recognition for Innovative Software Solution Implementation

  • FTB was the recipient of the 2021 Information Security Innovation Award during the Cybersecurity Education Summit, recognizing the Privacy, Security, and Disclosure Bureau for the successful implementation of Governance, Risk, and Compliance software.
  • Awarded the California Department of Technology’s (CDT) 2021 Partnership Award in recognition of FTB’s collaborative partnership with CDT in the procurement and execution of the Enterprise Data to Revenue Phase 2 (EDR2) contract, resulting in an integrated solution to implement Phase 2 of FTB’s Tax Systems Modernization (TSM) Plan.
  • Received recognition from Techwire Insider, acknowledging the success of the Enterprise Data to Revenue (EDR) Project, touting, “Where public success stories are often hard to come by, the EDR Project, is a case of ‘what went right.’”

California Disaster Relief and Local Assistance Centers for Wildfire States of Emergency

FTB joined various local, state, and federal agencies at the Local Assistant Center in Shasta County to provide recovery assistance services to residents impacted by the Fawn fire. Similar to past local outreach disaster efforts, FTB provided essential services, such as replacing lost tax records, providing needed tax forms, answering account questions, and guidance toward claiming loss deductions.

Collaboration with the California Department of Tax and Fee Administration

FTB collaborated with the California Department of Tax and Fee Administration (CDTFA) to implement the new Main Street Small Business Tax Credit and Homeless Hiring Tax Credit as directed by SB 1447 and AB 150. The Main Street Small Business Tax Credit provides financial relief to qualified small businesses due to the economic disruptions in 2020 and 2021. The Homeless Hiring Tax Credit offers tax credits for tax years 2020 through 2026 on a reservation basis to taxpayers who employ individuals who are, or recently were, homeless.

FTB and CDTFA continue to collaborate on tax compliance and licensing strategies relating to the legal cannabis industry.

Collaboration with the Department of Social Services (CDSS), Department of Health Care Services (DHCS), and Department of Community Services

FTB collaborated with the Department of Social Services (CDSS) and the Department of Health Care Services (DHCS) to link and study data on social services recipients as part of a report mandated by SB 1409. The report studied ways to increase the number of claims for the California and Federal Earned Income Tax Credits (EITC). EITC is the largest anti-poverty cash assistance program in the United States and one of the most powerful tools we have to fight poverty. In 2025, over 3.3 million households benefited from CalEITC, with more than $981 million back to Californians.

Additionally, FTB and the Department of Community Services (DCS) partnered with community-based entities who received grant funding to support CalEITC outreach. We incorporated an advance payment strategy for first time grantees as part of their annual contracts.

FTB commits to our continued collaborations with CDSS, DHCS, and DCS to increase and evolve CalEITC education and outreach strategies and other anti-poverty tax credits.

Collaboration with Covered California

FTB and Covered California continue to collaborate on the administration of the Minimum Essential Coverage Individual Mandate (Health Care Mandate). This mandate requires all California residents, their spouse, or domestic partner, and any dependents to obtain and maintain qualifying health care insurance coverage throughout the entire year. This program connects individuals to affordable health coverage they need, facilitates enrollment for individuals in qualified health care insurance plans, and offers financial assistance options, if qualified.

FTB Employee Awarded Medal of Valor

FTB’s Richard Siemers was recognized for providing emergency medical assistance to an unresponsive man discovered in the neighborhood. As a long-time cardiopulmonary resuscitation (CPR) certified employee, Mr. Siemers wasted no time and began performing CPR. He continued until emergency medical personnel arrived on scene. With the help of medical staff, the man started breathing and regained a pulse before being transported to the hospital. Over the course of the following months, the victim recovered and had necessary heart surgery.

With no regard for his own safety, and facing potential COVID-19 exposure, Mr. Siemers went above and beyond the call of duty. Following the incident, and throughout the recommended quarantine period, he did not miss a call or video conference, and performed his important role as the Franchise Tax Board’s Health and Safety Officer. Governor Newsom presented the Silver Medal of Valor to Mr. Siemers for his heroic actions.

Collaborated with CalSavers Retirement Savings Board

FTB and CalSavers Retirement Savings Board (CalSavers) continue to collaborate on the legislatively mandated by AB 102 that requires employers who don’t already offer retirement benefits to either enroll their employees in CalSavers or sponsor a qualified retirement plan on their own. FTB is responsible for the distribution of penalty notices, collect payments, and administer an appeals process for employers.

Partnered with Transportation Management Association

FTB joined Transportation Management Association (TMA) to bring awareness of alternative transportation such as e-bike, bus, and light rail. TMA held events such as Sustainable Transportation Fair and bike repair.

FTB Employee Awarded the V. Judson Klein Award

Every year at the Annual Meeting of the Tax Bar and Tax Policy Conference, the Taxation Section of the California Lawyers Association presents a recipient with the V. Judson Klein Award. The Award was established in 1978 and is named after the first Chair of the Taxation Section. Mr. Klein was known for his keen and imaginative intellect, passion for the law, great personal integrity and legal professionalism. The award is given annually to a tax attorney who has demonstrated this same high level of professionalism, passion, and excellence in the tax law field.

In 2023, Ciro Immordino, our Settlement Director in the Legal Division, received this prestigious honor.

In 2025, Jackie Zumaeta, our Deputy Chief Counsel of the Specialized and General Tax Administration and Procedure Bureau, also received this esteemed honor.

FTB Employee Awarded the Benjamin F. Miller Award

Jozel Brunett, former FTB Chief Legal Counsel of the Legal Division, was presented with the Benjamin F. Miller Award in 2022. This award is presented on an annual basis by the Taxation Section to a recipient who is recognized as having outstanding achievements and contribution in the field of state and local taxation law.

Supported Disaster Recovery Site for the Los Angeles Wildfires

FTB participated in FEMA led Disaster Recovery Centers to serve those affected by the Los Angeles County wildfires. In support of CalOES, the FTB, EDD, and CDTFA collaborated to best serve the attendees. Twenty-six FTB staff provided support at four Disaster Recovery Centers, including the Pasadena City College, Robinson Park Recreation Center, and Altadena Disaster Recovery Center for the Eaton Fire, and the UCLA Research Center for the Palisades Fire. FTB provided almost 5,600 survivors with information about how to claim disaster losses, obtain copies of tax returns, and forms, or change their mailing addresses.

FTB Won the All Handson Fraud Award

FTB won the “All Hands on Fraud Award” at the 3rd annual Information Sharing and Analysis Center Analyst Community of Practice Guardian event. This recognition highlights FTB’s incredible teamwork, collective dedication to tackling fraud, and the ability to leverage diverse skills to protect taxpayers and the overall tax ecosystem from fraud and identity theft.

Last updated: 03/30/2026