EDR in the News
The EDR Project provides us the opportunity to focus some of our time and talents on identifying initiatives that generate much needed revenue for the state within the first 18 months of the project. We will implement the following EDR initiative this month: Outbound Contact
The Outbound Contact initiative implements automated phone campaigns to proactively contact Personal Income Tax (PIT) and Business Entity (BE) debtors during normal business hours to inform them they have an unresolved issue with us, provide self-service options, and/or put them in contact with one of our collectors. We will initially run two types of campaigns:
The Collector Contact Campaign will contact taxpayers whose cases have not been resolved during the voluntary collections cycle. The automated dialer will call the taxpayer and, when they answer, connect them to one of our collectors who will work with them to resolve their case through several payment options.
Broadcast Campaigns will deliver a phone message to taxpayers whose cases are still in the voluntary collection cycle. The message will guide taxpayers to resolve their collection cases through our web and Interactive Voice Response (IVR) self-service options.
PIT Broadcast and Collector Contact campaigns will be launched in July 2012, and the BE campaigns will be launched in September 2012.
The Refund Fraud initiative improves the process of fraud detection allowing us to stop more fraudulent refunds from being issued.
Collector Asset Alert
The Collector Asset Alert initiative focuses on improving the detection of a new asset on balance due cases. Initiatives implemented in the past such as Additional Sources for Levy and FIRM added new payer information to cases. With the new information, collectors and call center staff will be alerted of any potential new assets. This initiative allows staff to respond more efficiently to cases with new or updated assets.
Web Installment Agreement Front End Validations
The Web Installment Agreement (eIA) Front End Validations initiative will leverage the validation checks built for the Interactive Voice Response IA and integrate these validation checks with the existing eIA solution. Implementing up-front validation checks to the web application will result in providing better service to the taxpayers by letting them know sooner if they qualify for an installment agreement.