Accelerating the Future

The North Carolina Department of Revenue’s mission is to administer the tax laws and collect the taxes due the state in an impartial, uniform, and efficient manner. This mission has focused the agency’s action and direction for many years and will continue to be at the center of what we do every day.

The North Carolina Department of Revenue is committed to delivering service excellence for those who interact with the Department face-to-face in our offices, over the telephone, or while accessing our web-based information and services. Although our mission is clear and steady, the Department has a responsibility to continuously evolve to better serve the changing needs of citizens as the world around us changes. For example, public organizations are now under constant pressure to provide real-time, web-based applications to enable citizens to conduct business any time, from anywhere.

Since 2002, the Department has been working through a deliberate strategic planning and implementation effort to assess trends, envision the future, and carefully plan for the investments in technology, process improvement, and human capital that will ensure the kind of data integrity and process efficiency that the citizens of North Carolina expect and need.

Our recently updated vision sets forth the Department’s aspirations for the future:

We are better today than yesterday as we:

• Set and achieve standards of excellence in service, effectiveness and efficiency.
• Build collaborative relationships internally and externally to ensure the best outcomes for the citizens of North Carolina.
• Earn consistent respect by being open, honest and willing to dialogue.
• Make a difference every day.

Our strategy builds on the work since 2002 to envision and prepare for the future. What was originally a seven-year implementation plan has been reshaped into a three year plan to “accelerate the future.” This strategy is built on five pillars.

1. Maximize tax compliance and State tax revenue by educating taxpayers, addressing non-compliance effectively and working with the legislature and key stakeholders to shape an effective, enforceable tax system.
2. Achieve operational excellence by improving the number of returns that are processed without manual intervention, completing our modernization strategy for processes and technology, and improving the capability of our people and organization to achieve our vision.
3. Improve Constituent Services by facilitating a streamlined approach for taxpayers who call or visit the Department of Revenue and enabling taxpayer self-service.
4. Ensure public trust by implementing a pro-active campaign to reach out to taxpayers, media, and key stakeholders. We have a long-standing set of programs to grow and safeguard the information, resources and money that we collect, process, account for and distribute.
5. Reshape our culture to better support innovation, continuous learning and performance improvement.

To enable our strategy to be realized and sustained for the future we are modernizing our information technology infrastructure.

• Replacing an outdated integrated tax system with a new, advanced system that will enable enhanced e-services to taxpayers and streamline many department business processes.
• The new system will be the platform for an array of customer relationship management tools and efficiency initiatives that will help us provide world-class service to taxpayers and close the compliance gap in North Carolina.
• The addition of robust data analytic tools will help boost compliance rates for all types of taxes.

Our bold and forward-looking plans are designed to propel the agency into the future. Our goal is to provide the best possible service to North Carolina citizens and become the model for all revenue agencies across the nation. We won’t rest until we get there.

Last modified on: 02/17/10 08:13:57 AM.