The project used an analysis generated from the Accenture Public Service Value Model to help form a foundation for the agency's strategic planning process, performance measurement and performance management.
Arizona Department of Revenue's (AZ DOR) mission is to administer tax laws fairly and efficiently for the people of Arizona. The agency has an annual operating budget of $58.5 million and approximately 1,000 employees. In 2002, in need of an agency-wide transformation, AZ DOR partnered with Accenture in a multiyear value-based project, the Business Reengineering/Integrated Tax System (BRITS), to reengineer key agency processes and implement Accenture's integrated tax system. At approximately the same time as the agency contracted Accenture, the governor appointed a new agency director, J. Elliott Hibbs. Director Hibbs is a firm believer in performance measurement and agency planning, and quickly redefined AZ DOR's strategic planning process. As the agency's business partner, Accenture sought to find a way to link the performance improvements from the BRITS project with the agency's mission and the strategic goals of the new director.