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Scenarios for Tax Case Management

This topic describes how tax case management might be used. You might use tax case management differently, depending on your business model. This topic includes the following scenarios:

• Managing Tax Inquiries
• Escalating Tax Cases
• Auditing Tax Cases
• Appealing Tax Cases

Managing Tax Inquiries

A citizen moved since last filing a return with a tax agency. This citizen expects a refund, but has not received the refund check because the tax agency is unable to finish processing the refund. The tax agency sent correspondence to the citizen, but the correspondence was returned to the agency as undeliverable.

The citizen calls the tax agency and is routed to Customer Service. The citizen enters personal identification information in an Interactive Voice Recognition (IVR) application. A workflow in Siebel Public Sector automatically shows the customer service representative (CSR) at the call center a screen containing citizen details. The screen provides the CSR with demographic information, including the incorrect address and record of the previous attempts to communicate with the citizen.

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

Escalating Tax Cases

A citizen has an outstanding collection case with a tax agency. The citizen did not pay the liability because the citizen disagrees with the amount of the penalty the tax authority established. The citizen calls the tax agency for clarification about the penalty. The case worker can access details about the citizen's case to talk with the citizen about the penalty in greater detail. The case worker responds to the citizen's question. Because the citizen does not agree with the amount of the liability, the case worker escalates the case and assigns it to the next level agent. That agent performs further analysis and records an assessment for the case.

Auditing Tax Cases

A citizen completed a tax return with zero outstanding tax due for the tax period, and filed the tax return. After assessing the tax return, a case worker creates an audit case for the tax filing. This audit case is based on the tax agency criteria and tax laws for the period. The case worker can access all of the tax case history records for the citizen (including citizen profile information, such as taxpayer identification number, social benefits identification, and tax accounts) and is well informed when she talks with the citizen about the case.

Appealing Tax Cases

A citizen receives a collection invoice from a tax agency for an outstanding balance. The citizen calls the tax agency, and the call is routed to the collection agent responsible for the case. After discussing the invoice, the citizen informs the agent that he wants to appeal the invoice amount. The agent creates an appeal case, and the case is automatically assigned to the appropriate case worker in the appeals division. Assignment rules determine this case assignment.