PA Dept. of Revenue: A case study in transformation | Government brief (2020)
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PA Dept. of Revenue: A case study in transformation | Government brief (2020)

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This government brief is a case study of the Pennsylvania Department of Revenue, which like many state and local governments, found itself needing to do more, and do it better, with fewer resources.

The department shrank from approximately 2,000 employees in 2010 down to nearly 1,750 by the end of 2017. At the same time, it became responsible for administering eight new taxes and a multitude of other tax changes, while also facing constant pressure to collect more revenues and provide better, faster, and more technologically relevant customer service.

In response, the department created a three-pronged five-year transformation plan to modernize its business processes, realign resources, and empower employees.

Download the case study to find out more about how the department is using its challenges as an opportunity to innovate.

Download the PA Department of Revenue - a case study in transformation

File name: pa-dor-feb2020.pdf

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