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Arizona's Revenue Department worked with Accenture to link performance improvements from its Business Reengineering/Integrated Tax System and apply them to its strategic business planning goals.
In need of a framework to link the BRITS project with the agency's new focus, AZ DOR became the ideal candidate for a US pilot of the Accenture Public Service Value (PSV) Model (patent pending). Accenture's PSV Model aims to help agencies strike the right balance between competing pressures to increase citizen outcomes and operate cost effectively. The model hypothesizes that those agencies delivering improved outcomes and cost effectiveness over time can become high-performance government agencies.
The BRITS project is a benefits-funded agreement (paid from increases in revenue) between AZ DOR and Accenture. The contract was designed as a fiscally responsible way to accomplish the BRITS mission: To service the needs of our customers and stakeholders by redesigning and restructuring the Department of Revenue and its supporting systems. These two motives underpinning BRITS—improved service for stakeholders and fiscal responsibility—align perfectly with the public service values stressed by PSV (outcomes and cost effectiveness).
Tactics EmployedAccenture teamed with AZ DOR for the pilot PSV analysis in the spring/summer of 2003. The analysis focused on AZ DOR performance from fiscal years 1996 to 2002. Based on Director Hibbs' positive feedback and willingness to help refine the framework, Accenture tested the model at other Revenue clients and returned to Arizona in the fall of 2003 to complete a follow up analysis with a more polished analytical approach.
The model, created by Accenture Revenue industry experts, and validated by clients and the US Federation of Tax Administrators (FTA), focuses on the four key outcomes for state revenue agencies: maximizing tax revenue, maximizing compliance rates, minimizing taxpayer burden and maximizing responsiveness to taxpayers.
These four outcomes represent a balance of a revenue agency's statutory responsibilities and citizens' expectations for service delivery. Agency performance for these four outcomes is measured by using a series of metrics that indicate the agency's ability to deliver on a specific outcome. For example, the PSV score for the maximizing taxpayer responsiveness outcome is measured by using a series of metrics that measure the quality of AZ DOR's processing and problem resolution capabilities, such as the cycle time for income tax refunds, the abandoned call rate, and the resolution time on taxpayer correspondence cases.
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