Department of Revenue

Goals

Update: The department implemented a enterprise wide request process that helps in identifying common computer/software needs and prioritizes standardization to improve cost savings and help mitigate support demands. Any non-standard tools are submitted to SITSD via the ITPR process for review and approval.

Objectives

  • Expand and enhance electronic services and collaboration technologies to support tax administration and Montana’s citizens.
    Update: The department has implemented additional online filing options for taxpayers and licensees. The department is leveraging video conferencing technologies for meetings with employees and citizens.
  • Reduce paper processing by increasing the use of electronic filing and payments.
    Update: The department implemented a new individual income tax filing option for Montanans to file their income tax returns online, quickly and for free. This new online option along with continued outreach to taxpayers that have chosen to file a paper return are reducing the number of paper returns received.
  • Continually improve, develop and deploy effective tools and training to empower an effective and efficient workforce.
    Update: Subscriptions to Infotech and Pluralsight, both have helped improve DOR staff, IT and non-IT, technical skills.
  • Stay current with IT and security standards to increase efficiencies and support compliance, security, fraud prevention and integrity of taxpayer information
    Update: The department's security office has continued their security training for employees. The office has worked closely with the SITSD, IRS and other stakeholders to ensure that the department's security efforts are up to date and in compliance.
  • Support the development and implementation of customer relations management processes supporting taxpayer communications, internal workflows and interactive distance learning/training.
    Update: The department's integrated tax system is undergoing a major upgrade which will help improve citizens relations. Additionally, the communications office has improved the department's public facing website to provide more information and forms to citizens. Further advancements will be realized through the use of ServiceNow.

Update: The department's Technical Services Division has made it a priority to improve service and support to our internal customers to great success. The department has partnered with SITSD and department vendors to make this happen.

Objectives

  • Collect and report performance metrics using data collected in help desk tools.
    Update: It is anticipated that this objective will be met as the state transitions to ServiceNow.
  • Be transparent by sharing survey results, internal controls and resources capacity reports with the IT Governance Steering Committee
    Update: In the process of moving to ServiceNow, dashboards will be developed that will allow for better transparency.
  • Provide value by connecting the right services, quality and costs to business processes, applying cost analysis to applications change processes, and measuring quality through cost/failure analysis.
    Update: In progress.

Update: An IT recruitment process has been developed that includes a Technical Skills Supplemental questionnaire to help easily identify needed skills and level of experience. Efforts have been made to improve the work environment, with the inclusion of occasional team building exercises that help build and improve relationships across IT groups.

Objectives

  • Maintain career ladders detailing a structured sequence of job positions providing opportunities for employee career progression.
    Update: Job profiles and career ladders are being updated to reflect staff's actual work duties and allow for staff advancement.
  • Provide IT staff with continuous training to improve performance and to assist in attaining a required level of knowledge or skill.
    Update: Depending on the need offsite training is provided when possible. The department's TSD staff has access to various online technical skills training, which they are expected to complete at least 3 entire courses each fiscal year.
  • Prove competitive salaries by regularly assessing market rates and coordinating with department executives, human resources and financial management personnel.
    Update: The works within the state's pay system to ensure market salaries are competitive.
  • Supervisors continually assess, and keep executive management apprised of, employee engagement and retention within the agency.
    Update: Ongoing
  • Create incentives to obtain and retain qualified employees.
    Update: Staff is recognized and empowered to work with customers and make decisions in their areas of expertise. Where possible, staff are given the opportunity to cross-trained in other technical areas in order to increase their skills tool belt/knowledge. The philosophy is to improve and grow skill levels of the IT staff so if they choose to leave they can, but to create an environment that is positive, respectful, enjoyable and fulfilling so they don't want to leave.

Update: The department's response time to business operations is exceptional for the processes and systems that the department controls. The department is dependent on SITSD to ensure this goal and related objectives are met.

Objectives

  • Develop and implement a business continuity and resumption plan.
    Update: The department has hired an experienced employee to update and develop business continuity plans.
  • Ensure that tax payment processing and tax return custody services will function in the event of a disaster.
    Update: Continue to work with department vendors and the department's safety coordinator to update, develop and put in place plans for disaster recovery.
  • Regularly perform disaster recovery drills using the State Data Centers in Helena and Miles City.
    Update: Dependent on SITSD to improve their disaster recovery environment.

Agency Contact Information

Agency Director / Administrator
Gene Walborn
444-1900
gwalborn@mt.gov
125 N. Roberts Street, 4th Floor
Information Technology Contact
(CIO / IT Manager)
Manuel Soto
444-4395
Manuel.Soto@mt.gov
125 N. Roberts Street, 4th Floor
Information Security Manager
Margaret Kauska
444-9535
mkauska@mt.gov
125 N. Roberts Street, 4th Floor