Valeah Foy. Revenue Supervisor Wisconsin Department of Revenue

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Alvin Dickerson
5 years ago
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1 My Tax Account Your Way ACustomerCentric Customer Centric Centric Approach to Service Valeah Foy Revenue Supervisor

2 Introduction My Tax Account My Tax Account is our online business tax portal GenTax Taxpayer Access Point configured for WI File and pay most business taxes, manage accounts, communicate with ithdepartment t Replaced two legacy file and pay applications Branded My Tax Account when it launched

3 Introduction My Tax Account 200,000 business tax accounts 7,600 third party preparers mostly tax preparation and accounting firms One option to comply with e file and e pay mandates

4 Where we had been Launch in February 2009 with sales and withholding tax Announced through publications, speeches, press outreach hbut limited i educational resources for customers

5 Where we had been Good news: Process improvements E file rate doubled for sales and withholding tax Fewer suspended returns due to errors Not so good news: Overwhelming customer service needs Long hold times and e mail backlogs

6 Where we had been Customer feedback: Complicated registration ti process Online forms weren't intuitive Limited, complex help functionality Overall customers struggled to make the jump to My Tax Account from existing options

7 What do our customers need? Let's ask them: user survey 20, businesses and third party preparers link to Zoomerang survey 22% response rate!

8 What do our customers need? Key survey insights: Filing returns, making payment and reviewing i history are strengths keep this functionality But, forms aren't intuitive and take too long Instructions and help features are ranked lowest of all attributes our data said satisfaction with these items correlated strongly with overall satisfaction

9 What do our customers need? Suggestions for improvement: Simplify registration ti process Reduce number of screens and pre fill fields where possible Standardize placement of buttons Allow printing from more screens Offer reminders for filing and paying

10 What do our customers need? Next step: focus groups Find items we hadn't captured in survey and further customize the system Three focus groups with business owners and tax professionals

11 Delivering a superior product Project teams with vendor employees, IT staff and business users Consistent look and feel, workflow and language Worked with administration agency to take over registration, making it simpler

12 Delivering a superior product Online forms that match paper forms Build a form uses steps and windows Placement of all buttons, links and navigational tools standardized

13 Making "Help" helpful Filing tips on each screen to address common errors and areas of importance Links to forms instructions and commonly asked questions on website Help bubbles on certain lines Color coded error messages and entry fields

14 Making "Help" helpful Online user manual that is easy to navigate, simple, "plain language" How to videos Short training videos broken out by topic Streaming on YouTube Links to all things My Tax Account on one launch page

15 Engaging our customers Comprehensive effort to announce and educate on the changes Website, automated phone messages, publications, i presentations Webinars 3,000 attended live, also posted recorded version on our website (4,600+ views)

16 Engaging our customers My Tax Account notices/ s Video announcement from Secretary Chandler For all one simple message You asked and we listened My Tax Account Your Way

17 Results and impact POSITIVE no backlogs, low hold times, call answer rate has improved by 12 points More time to train, test, improve the system 90% e file rate for sales tax Of this, 89% is My Tax Account 84% e file rate for withholding tax Of this, 62% is My Tax Account

18 Results and impact "I just filed my June sales tax return on line and want to compliment you on the new user friendly website. This upgrade was well done and easy to use. I am impressed because it is really straight forward." "Thanks for the update to your site. It took me one minute and absolutely no thinking to file and pay my monthly payroll taxes. Very successful upgrade!" "I'm really impressed on how your teams gathered feedback and implemented changes to make it better for the filers. This is truly a "less clicks" system, great job!" "After using the previous site for a couple of years, I got used to it, but never liked it. This new site is absolutely wonderful. Thank you!"

19 Results and impact Initiated follow up survey in May 2012 Key survey insights: Overall satisfaction (very good/good) is 90%, up from 64% in 2010 survey 75% rate Help and Instructions as very good or good we'll continue to improve All attributes have been moved out of "key improvements" area

20 What'snext? December 2011 upgrade minor facelift that added color and tab features, better organized some of the functions Timed with our website redesign for a seamless customer experience Continue to integrate feedback to make enhancements changes are prioritized based on customer impact

21 What'snext? As new tax types are added, careful review for consistency and customer experience More electronic notices amounts due, filing reminders, training i and education Focused outreach effort for our annual filers less tech savvy and need more assistance

22 Contact information Valeah Foy (608) revenue.wi.gov

QuickBooks Advanced. Basic Reports. For most reports use the Report Center button. That will lead to a screen like this:

QuickBooks Advanced. Basic Reports. For most reports use the Report Center button. That will lead to a screen like this: QuickBooks Advanced Basic Reports For most reports use the Report Center button. That will lead to a screen like this: There are a ton of report options, but there are really only 3 that you need: Profit