Department of Revenue

Objectives

• Expand and enhance electronic services and collaboration technologies to support tax administration, alcoholic beverage and Montana’s citizens.
  State Strategic Plan Objective Reference: Goal 3— Cybersecurity Enhancements and Strategy (Protect Smart)
  Utilize the National Institute of Standards and Technology (NIST) Cybersecurity Framework to manage and reduce cybersecurity risks to the State.
  
  Goal 4— Unified Digital Government (Enterprise Smart) Provide consolidated access to government information and services anywhere, anytime, on any device.
  
  Goal 5 - Service First (Business Smart) Integrate business relationship management, guiding principles, and user feedback to improve communication, promote services, and share information widely.
• Reduce paper processing by increasing the use of electronic filing and payments.
  State Strategic Plan Objective Reference: Goal 4— Unified Digital Government (Enterprise Smart) Provide consolidated access to government information and services anywhere, anytime, on any device.
• Continually improve, develop and deploy effective tools and training to empower an effective and efficient workforce.
  State Strategic Plan Objective Reference: Goal 5 - Service First (Business Smart) Integrate business relationship management, guiding principles, and user feedback to improve communication, promote services, and share information widely.
• Stay current with IT and security standards to increase efficiencies and support compliance, security, fraud prevention and integrity of taxpayer information.
  State Strategic Plan Objective Reference: Goal 3— Cybersecurity Enhancements and Strategy (Protect Smart) Utilize the National Institute of Standards and Technology (NIST) Cybersecurity Framework to manage and reduce cybersecurity risks to the State.
  
  Goal 4— Unified Digital Government (Enterprise Smart) Provide consolidated access to government information and services anywhere, anytime, on any device.
  
  Goal 5 - Service First (Business Smart) Integrate business relationship management, guiding principles, and user feedback to improve communication, promote services, and share information widely.
• Support the development and implementation of customer relationship management tools supporting taxpayer communications, internal workflows and interactive distance learning/training
  State Strategic Plan Objective Reference: Goal 3— Cybersecurity Enhancements and Strategy (Protect Smart) Utilize the National Institute of Standards and Technology (NIST) Cybersecurity Framework to manage and reduce cybersecurity risks to the State.
  
  Goal 4— Unified Digital Government (Enterprise Smart) Provide consolidated access to government information and services anywhere, anytime, on any device.

Objectives

• Collect and report performance metrics using data collected in help desk tools.
  State Strategic Plan Objective Reference: Goal 4— Unified Digital Government (Enterprise Smart) Provide consolidated access to government information and services anywhere, anytime, on any device.
• Be transparent by sharing survey results, internal controls and resources capacity reports with the Agency's Leadership Team
  State Strategic Plan Objective Reference: Goal 5 - Service First (Business Smart) Integrate business relationship management, guiding principles, and user feedback to improve communication, promote services, and share information widely.

Objectives

• Maintain career ladders detailing a structured sequence of job positions providing opportunities for employee career progression.
  State Strategic Plan Objective Reference: Goal 5 - Service First (Business Smart) Integrate business relationship management, guiding principles, and user feedback to improve communication, promote services, and share information widely.
• Provide IT staff with continuous training to improve performance and to assist in attaining a required level of knowledge or skill.
  State Strategic Plan Objective Reference: Goal 5 - Service First (Business Smart) Integrate business relationship management, guiding principles, and user feedback to improve communication, promote services, and share information widely.
• Prove competitive salaries by regularly assessing market rates and coordinating with department executives, human resources and financial management personnel.
  State Strategic Plan Objective Reference: Goal 5 - Service First (Business Smart) Integrate business relationship management, guiding principles, and user feedback to improve communication, promote services, and share information widely.
• Supervisors continually assess, and keep executive management apprised of, employee engagement and retention within the agency.
  State Strategic Plan Objective Reference: Goal 5 - Service First (Business Smart) Integrate business relationship management, guiding principles, and user feedback to improve communication, promote services, and share information widely.
• Create incentives to obtain and retain qualified employees
  State Strategic Plan Objective Reference: Goal 5 - Service First (Business Smart) Integrate business relationship management, guiding principles, and user feedback to improve communication, promote services, and share information widely.

Objectives

• Continue improving relationships and building trust with DOR customers.
  State Strategic Plan Objective Reference: Goal 5 - Service First (Business Smart) Integrate business relationship management, guiding principles, and user feedback to improve communication, promote services, and share information widely.
• Improve collaboration relationships with State Information Technology partners/agencies on applications, services, and solutions.
  State Strategic Plan Objective Reference: Goal 5 - Service First (Business Smart) Integrate business relationship management, guiding principles, and user feedback to improve communication, promote services, and share information widely.
• Focus daily on creating a professional-level customer service environment.
  State Strategic Plan Objective Reference: Goal 5 - Service First (Business Smart) Integrate business relationship management, guiding principles, and user feedback to improve communication, promote services, and share information widely.
• Mitigate silos of communication and shadow IT that cause confusion and frustration.
  State Strategic Plan Objective Reference: Goal 5 - Service First (Business Smart) Integrate business relationship management, guiding principles, and user feedback to improve communication, promote services, and share information widely.

Number of FTE: 16

The Application Development Bureau is responsible for maintaining, enhancing, operational monitoring and upgrading of all tax administration and custom-built software systems in accordance with standard software life-cycle management processes. The Application Development Bureau provides internal and external customer support for data queries, system update planning, version implementation and deployments and legislatively mandated system changes. The bureau works closely with outside agencies, cities and counties by providing data, analysis, and software systems to assist in tax administration and revenue collection.

Number of FTE: 4

The Quality Assurance Bureau is responsible for software life-cycle management, including requirements analysis, testing, documentation, deployment, changes and end-to-end quality. Using systematic testing of DOR’s internal software packages thru all development cycles and in preparation for release, QA coordinates all testing tasks, organizes and correlates the testing efforts of software testers and developers. A collaborative approach is used to identify needs, write test plans, execute tests and track quality improvement initiatives. QA’s mission is to employ industry standard practices that ultimately help shape DOR’s approach to serving the citizens of Montana.

Number of FTE: 11

The Technical Operations Bureau is responsible for supporting approximately 650 FTEs and approximately an additional 70 temp staff during the tax season. Support is provided at three DOR offices in the Helena area, as well as 26 remote offices throughout the state. This group is also responsible for the administration of over 100 servers, used to run DOR applications.