Building the Future

Service Excellence

Vision

The Department is responsive to the needs of taxpayers. Our employees provide timely, accurate, courteous, and understandable responses to questions and inquiries regardless of how they reach us. The Department is accessible to all taxpayers by providing multiple contact options. We resolve issues and provide service with a focus on consistency, professionalism, and quality.

Principles

The Department will realize our service excellence vision by following these principles. We will:

1. Demonstrate respect, courtesy, and professionalism in every interaction.
2. Treat taxpayers with the utmost degree of integrity and honesty.
3. Follow through on commitments made to taxpayers.
4. Strive to provide the most accurate answers possible to taxpayers and do so in writing, if necessary and appropriate.
5. Resolve taxpayer issues with a minimum number of transfers and handoffs, while recognizing the importance of ensuring that employees with the most appropriate skill and knowledge are working on the issue presented.
6. Ensure the security of tax information and protect the privacy of all taxpayers.
7. Support our employees with the skill, ability and knowledge to provide service excellence and empower them to serve taxpayers to the best of their ability.
8. Listen to the “voice” of the taxpayer by soliciting feedback on our performance. Act on this information to improve.
9. Provide service excellence to other Revenue employees and allow these principles to guide our interactions with each other. Service excellence is not just for taxpayers outside the agency.

SERVICE EXCELLENCE...Not Just Sometimes...Every Time

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Last modified on: 01/12/09 09:17:54 AM.