The Client
State Department of Revenue in the Southern US
The Issues
- Shrinking labor pool; difficulty attracting and retaining full-time and seasonal staff
- Conflicting priorities during post April 15th rush; refunds, payments, extensions, exception returns
- Throughput slipping despite 200+ FTEs and 140 seasonal employees; missed deadlines
- Excessive costs; depository and float inefficiencies; rising complaints
The Requirements
- Outsourced mailroom, data entry support, ocr service
- Reduce costs while improving revenue collection and turnaround on refunds
- Minimize full-time and seasonal staff requirements
The Solution
- SOURCECORP chosen as outsourcing vendor for:
- mailroom functions, lockbox services, data entry
- payments and refunds processing
- tax return microfilming (initially) / digital imaging, ocr service, inspection and storage / retrieval
The Results
- All returns now processed within six weeks of receipt; prior to June 30th
- 75 data entry FTEs and 49 mailroom FTEs redeployed – annual savings of $3.75 million
- Minimized dependence on seasonal resources
- Improved revenue collection; payments processing, float reduction
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