GARTNER公司BPR项目完整资料11

5950CanogaAve.,Suite600,WoodlandHills,CA91367BusinessVisionPreparedonBehalfofSTATEOFARIZONADEPARTMENTOFREVENUEBusinessReengineering/IntegratedTaxSystemsProjectPhaseI20July2000Engagement#020211470StateofArizonaDepartmentofRevenueBusinessVisionTableofContentsEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract11.doc20July2000—PageiTABLEOFCONTENTSStateofArizonaDepartmentofRevenueBusinessVisionTableofContentsEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract11.doc20July2000—PageiiTableofContents1.EXECUTIVESUMMARY..........................................................................................................III1.1Introduction....................................................................................................................iv1.2SummaryofDOR’sBusinessVision.............................................................................iv2.INTRODUCTION........................................................................................................................12.1Introduction.....................................................................................................................23.BUSINESSVISIONFORCHANNEL/PROCESSINGMANAGEMENT.............................................43.1Introduction.....................................................................................................................53.2BusinessVisionforChannel/ProcessingManagement...................................................54.BUSINESSVISIONFORCUSTOMERSERVICE/RELATIONSHIPMANAGEMENT......................84.1Introduction.....................................................................................................................94.2BusinessVisionforCustomerService/RelationshipManagement.................................95.BUSINESSVISIONFORCOMPLIANCE/ENFORCEMENTMANAGEMENT................................115.1Introduction...................................................................................................................125.2BusinessVisionforCompliance/EnforcementManagement.......................................126.APPENDIX:DORVISION,PHILOSOPHYANDVALUES....................................................146.1ArizonaDepartmentofRevenueVisionStatement......................................................156.2ArizonaDepartmentofRevenuePhilosophyandValues.............................................15StateofArizonaDepartmentofRevenueBusinessVisionExecutiveSummaryEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract11.doc20July2000—Pageiii1.EXECUTIVESUMMARYStateofArizonaDepartmentofRevenueBusinessVisionExecutiveSummaryEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract11.doc20July2000—Pageiv1.1INTRODUCTIONTheBusinessVisionisadescriptionofhowtheStateofArizonaDepartmentofRevenue(DOR)willdeliverservicesinthefuture.TheBusinessVisionbuildsuponDOR’sVisionStatement,PhilosophyandValues,andextendsthemintoavisionoftheorganization’sbusinessprocessesinthefuture.Itidentifieshowthoseprocesseswillbeundertakenfortheorganization’skeycustomersandstakeholders.ThisBusinessVisiondocumentisdividedintokeybusinessprocessareas.FromourworkwithBestPracticestaterevenuedepartments,wehavefoundthatcustomer-centricityleadstoorganizationaroundcertainbusinessprocesses:•Channel/ProcessingManagement:Theimplementationandsupportofchannelsformovinginformationtocustomers,collectinginformationfromcustomers,andprocessingcustomerinformation.•CustomerService/RelationshipManagement:Thefacilitationofvoluntarycompliancewithtaxlawsthrougheducation,customer-focusedserviceencountersandaccurateandtimelyaccountmanagement.•Compliance/EnforcementManagement:Theidentificationoftaxpayerswhofailtoreporttaxes,underreportorunderpaytaxes,andtheprovisionofassistancetotaxpayersinunderstandingandfulfillingtheirtaxobligations.SincetheBusinessVisiontakesadvantageofnewandenablingtechnologies,GartnerConsultinganticipatesthatmanyoftheseinitiativeswillrequiretheimplementationofnewtechnology,orimprovementstoexistingautomationwithintheDepartment.1.2SUMMARYOFDOR’SBUSINESSVISIONDOR’svisionforChannel/ProcessingManagementistomakefilingtaxreturnsandfulfillingtaxobligationsaseasyaspossibleforthetaxpayer,andtoeffectivelyandaccuratelycapture,process,store,retrieveandprovideneededtaxinformation.DOR’svisionforCustomerService/RelationshipManagementistoassistcustomersinfulfillingtheirtaxobligationsbyfacilitatingpromptcustomerregistration,anticipatingcustomerneedsandprovidingeducation,respondingeffectivelytocustomerinquiries,andprovidingtimelyandaccurateaccountmaintenanceandadjustments.DOR’svisionforCompliance/EnforcementManagementistoeffectivelycaptureanduseinformationtoensurecorrectreturns,assistinidentifyingnon-filersandselectingtaxpayersforaudit,andtouseautomationwhereverpossibletoefficientlyconductaudits,collectreturnsandreceivablesdueafte