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| The Department's Strategic Plan |
The Department of Taxation and Finance continued its efforts to provide world class service to taxpayers and establish itself as a top-notch revenue collections agency. The Department prepared a blueprint, which took the form of a strategic plan, to define how we could best achieve our goals.
Our goals are:
| • | Improve service to customers through enhanced service options including convenient problem resolution and increased convenience for tax practitioners. |
| • | Promote equitable tax administration by providing fair tax treatment for every customer. |
| • | Build organizational capacity by advancing employee and organizational excellence. |
While we are still in the early stages of this bold initiative, we believe that the results are encouraging. Our accomplishments
through 2000 include:| • | Reducing the volume of regulations confronting taxpayers and practitioners by 25 percent. |
| • | Creating a "one-call" problem resolution unit which has reduced the time needed to resolve incoming telephone protests for personal income tax assessments and adjusted refunds. |
| • | Creating an interactive website that allows taxpayers and practitioners to obtain forms and information 24 hours a day, 365 days a year. |
| • | Offering electronic filing for personal income tax returns. |
| • | Offering new practitioner services including a dedicated telephone hotline, a quarterly newsletter and a dedicated Web page on our website. |
| • | Increasing the efficiency of telephone call centers with 90% of callers reaching an operator on their first attempt. |
| • | Decreasing the processing time needed for the issuance of personal income tax refunds. |
| • | Helping increase child support collections for Calendar Year 2000 to over $1.17 billion. |
We expect to realize continued success as we strive to implement our strategic plan for the Department and provide higher levels of excellence for New York’s taxpayers.
For more information, see the NYS Department of Taxation & Finance Strategic Plan.
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Last Modified: May 7, 2002
