Modernizing Taxpayer Services: State Comptroller Implements Unified Digital Solution
State Comptroller Transforms Taxpayer Services with ServiceNow
A state comptroller's office has made significant strides in modernizing taxpayer services through a comprehensive digital transformation initiative. Partnering with Servos, they've implemented a unified case management system and taxpayer service portal using the ServiceNow platform. Let's explore how this innovative solution is revolutionizing tax services across the state.
From Fragmented to Focused: The Need for Change
The Taxpayer Services Division (TSD) recognized key areas where their existing processes needed improvement:
Communication Silos: Agents were using personal email accounts for taxpayer communications, creating barriers to effective cross-team collaboration and case tracking.
Limited Visibility: Without a consolidated system, there was no comprehensive view of taxpayer interactions across divisions.
Backlog Accumulation: An inventory of 25,000 outstanding emails had developed, with an estimated 33% being duplicates.
Call Volume Management: The call center was handling thousands of calls weekly during tax season without adequate tracking capabilities.
Reporting Limitations: The lack of a unified system made it difficult to report on key metrics and effectively track taxpayer inquiry history.
These challenges motivated the comptroller's office to seek a more robust solution that could better support their critical work serving taxpayers.
Technology Transformation: ServiceNow as the Solution
Recognizing the need for modernization, the comptroller's office collaborated with Servos to develop a comprehensive solution on the ServiceNow platform. The result is a powerful system that addresses their specific needs:
Unified Case Management: All taxpayer interactions, case details, and communication history are now accessible in one centralized location.
Self-Service Portal: Taxpayers can submit inquiries, track cases, and access services online, reducing the need for phone calls and emails.
Cross-Divisional Visibility: Teams across departments have improved access to taxpayer information and case histories.
Streamlined Communications: Communication is facilitated and tracked directly from cases instead of through personal email accounts.
Integrated Phone System: Integration with Genesys provides a soft phone within the agent workspace and automates creation of interaction records.
Enhancing Taxpayer Services
Comprehensive View: TSD agents now have access to taxpayers' open and closed cases along with full interaction histories.
Specialized Request Routing: The system supports routing specialized requests to appropriate divisions like Legal or Hearings & Appeals.
Secure File Sharing: Improved capabilities for secure document exchange between taxpayers and various comptroller divisions.
Duplicate Reduction: Better identification of potential duplicate inquiries helps reduce unnecessary work.
Self-Service Options: Taxpayers can submit tax-related inquiries and track case status without making phone calls.
Seamless Launch: A Successful Deployment
The project was implemented efficiently, launching on February, 2025, just in time for the 2025 tax season. In the first 10 days alone, the system processed 22,000 interactions and created 11,000 cases in ServiceNow, demonstrating the immediate impact and adoption of the new platform.
Beyond Implementation: The Path Forward
The successful implementation of this digital solution opens doors for other government agencies to consider leveraging the ServiceNow platform. As more taxpayers and staff become familiar with the new system, we anticipate continued improvements in efficiency and effectiveness for tax services across the state.
By adopting this digital approach, the state comptroller has improved its operational capabilities and enhanced its ability to serve taxpayers throughout the state. This update provides a solid foundation for continued innovation in government services and improved taxpayer experiences.
About the Author
Megan Mulvihill is a Solution consultant that brings many years of ServiceNow expertise to the table. Whether she's exploring the “what-if” scenarios to unlock new possibilities, or showcasing platform capabilities through demonstrations, Megan's enjoys working with customers and helping them explore the art of the possible. When she's not working, she can be found cheering on her daughters at either a soccer pitch or a hockey arena.