Vision 2010

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 to serve the tax-paying citizens of North Carolina.

Although our mission is clear and steady, the Department must continuously evolve to better serve the changing needs of citizens. The North Carolina Department of Revenue is committed to changing with the times and increasing efficiency and effectiveness in its internal operations while also improving customer service for those who interact with the Department face-to-face in our offices, in conversation over the telephone, or while using one of our many e-services over the Internet.

Our roadmap to accomplish these goals is called Vision 2010. At its heart, Vision 2010 sets forth a vision for the Department:

• The North Carolina Department of Revenue is a national model for revenue agencies, relying on best practices, and with technology as an enabler, continuously finding innovative ways to increase efficiency and productivity in all areas of Departmental operations and tax administration.
• We promote and administer a tax system that is understandable, easy to comply with, and responsive to economic and demographic conditions.
• We set the standard for using a variety of outreach and enforcement approaches to reach all segments of our diverse and often mobile tax base in order to maximize State tax revenue.
• We have flexible, well-trained, highly motivated employees who work together to increase compliance and provide quality service.

History
Achievements
The Road Ahead

History

The Department of Revenue created the Vision 2010 plan in 2004 after several years of planning and implementation of various projects that included the agency’s state-of-the-art call center. The Vision 2010 document was the agency’s effort to ensure that its plans, strategies, and vision would be implemented in a coherent and efficient manner.

Vision 2010 grew out of an extensive analysis of the agency’s external and internal business environment including the study of North Carolina’s changing demographics, economy, and government. Special emphasis was placed on understanding the role of technology to make government agencies more effective and efficient. A second effort, directed specifically at creating an e-business strategy, produced a complementary road map dedicated exclusively to technology needs and project implementation that exists side-by-side with the Vision 2010 plan to provide a complete future vision for the Department to pursue. This multi-faceted vision defines goals, strategies and activities that will ultimately create a more customer-centric agency by maximizing its business investments to achieve positive outcomes for taxpayers in North Carolina.

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Achievements

The road to achieve the promise of Vision 2010 is a long one, but the Department has already made substantial progress since 2004. Below is a summary list of some of our most notable achievements:

• Expanding telework options for Revenue employees to make better use of business resources.
• Improving the technical infrastructure of the agency to provide a firm foundation for efficient, safe, and reliable e-services.
• Serving the state’s growing immigrant population with a comprehensive guest worker compliance program that provides an array of outreach and enforcement efforts directed toward non-English speaking taxpayers.
• Building the Revenue Leadership Academy containing a variety of management and leadership training opportunities designed to create future agency leaders.

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The Road Ahead

The Department of Revenue is pleased with the progress we have made so far toward our Vision 2010 goal. However, far from resting on our past achievements, we are striving to improve more in the future. In the years ahead, the Department of Revenue will replace its outdated integrated tax system with a new, advanced system that will allow us to provide enhanced services to taxpayers. We will add an array of customer relationship management tools that will help us provide world-class customer service to taxpayers. The addition of robust data analytic tools will help boost compliance rates for all types of taxes.

Vision 2010 is a bold and forward-looking plan 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 and we hope you will let us know how we are doing.

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Last modified on: 04/25/08 04:23:25 PM.