Florida agency picks mySAP CRM to enhance e-filing

The Florida Department of Revenue has selected software from SAP AG to enhance its electronic tax-filing capabilities.

The state agency said it was implementing the mySAP Customer Relationship Management (CRM) module as part of its e-government initiative to transform tax and revenue management, according to a statement from the vendor.

The Florida agency is the first in the nation to select mySAP CRM to integrate business processes, improve customer service and ensure that taxpayers receive consistent, accurate data, SAP said.

Dave Bruns, a Revenue Department spokesman, said that because Florida has no personal income tax, its primary taxpayers are businesses, which must pay taxes in areas such as sales, unemployment and motor fuel.

In 2001, the Revenue Department implemented SAP’s tax and revenue management system, which integrated disparate legacy systems on one platform, according to Bruns.

The new system is scheduled to be up and running in 2003, he said. The cost of the project is less than US$1 million, he said.

Currently, the agency doesn’t have the capability to centrally manage cases that are being handled at its 35 customer service centers. The new system would help the department coordinate the operations of its service centers, improve case management, provide more accurate data to taxpayer, and track audit and collection cases, according to a statement from SAP.

SAP portal technology within mySAP CRM would also allow taxpayers to access their individual accounts securely through a common gateway and easily view, file, and check status via the Internet around the clock, enabling online transactions, the company said.

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