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Scenarios for Tax Case Management

The following scenarios provide examples of processes performed by tax agency call center representatives, case workers, and managers. Your agency may follow different processes according to your particular business requirements.

Managing Incoming Inquiries

In this scenario, an individual has moved since last filing a return with the tax agency. This tax client is expecting a refund, but has not received the refund check because the tax agency has been unable to finish processing the refund. The tax agency has sent correspondence to them, but it has been returned to the agency as undeliverable.

The client calls the tax agency and is routed to Customer Service. The client enters personal identification information into an Interactive Voice Recognition (IVR) system. At that point, a workflow in the application system automatically takes the customer service representative (CSR) to the screen where client details are available. The system provides the CSR with demographic information, including the incorrect address and previous attempts to communicate with the client.

The CSR confirms the identity of the caller, and realizes that the address on the client's record is incorrect. The CSR gets the correct information from the client and updates the record. A configured workflow triggers the change of address notification to other back-office application systems such as financial systems and other legacy systems.

Escalating Cases

In this scenario, a client has an outstanding collection case with the tax agency. The client has not made any attempt to pay off the liability because the client disagrees with the amount of the penalty established by the tax authority. The client calls the tax agency for clarification on the penalty. The tax agent responds to the question and can access details of the client's case to talk with the client about the penalty in greater detail. Because the client does not agree with the amount of the liability, the agent escalates the case and assigns it to the next level agent, where the case worker performs further analysis and records an assessment for the case.

Managing a Tax Audit Case

In this scenario, a client has completed a tax return with zero outstanding tax due for the tax period, and has filed the tax return. The tax case worker creates an audit case for the tax filing, after assessing the tax return, based on the criteria defined by the tax agency and tax laws for the period. The tax case worker has access to all of the tax case history records for the client (including client profile information such as taxpayer identification number, social benefits identification, and tax accounts) and can talk intelligently with the client about the case in consideration for the tax period.

Managing a Tax Appeals Case

In this scenario, a client receives a collection invoice from the tax agency for an outstanding balance. The client calls the tax agency, where the call is routed to the collection agent responsible for the case. After discussing the invoice, the client informs the case agent that he wants to appeal the invoice amount. At this stage, the collections case agent changes the case type to Under Appeal and the case is assigned automatically to the appropriate agent in the appeals division based on the application's assignment rules.

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