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About Tax Case Management

This topic includes information that is specific to tax case management.

Tax Case Documents

Case workers can scan a document such as a tax return to create an attachment record in Siebel Public Sector. Case workers also can associate a case record with previous scanned documents that are available in another document management application. For example, if the tax agency electronically stores tax returns in a document management application, such as File Net or Documentum, then case workers can associate as attachments the documents from these applications with the case records.

Tax Case Assessments

Case workers might have to periodically evaluate tax cases to help them determine the next course of action. Siebel Public Sector provides case assessment functionality to help case workers make these decisions, resulting in more uniform decision processes in the tax agency. Case workers can work from predefined assessment templates that are automatically triggered, using a workflow, at different stages in the case's life cycle.

Administrators or managers at the tax agency can define or modify the assessment templates. The predefined assessment template has attributes in the form of simple questions with weighted values. Each response has an associated score. Completing the assessment provides an overall score for the case. This score can help case workers to make the appropriate decisions. For more information about creating and using an assessment template with associated attributes, see Siebel Applications Administration Guide.

Tax Case Correspondence

When correspondence is generated using Oracle's Siebel Correspondence, an activity record of type correspondence is automatically created and associated with the citizen record. For example, case workers might use Siebel Correspondence to a mail reminder notice with tax return forms to citizens who did not file a tax return for the tax period. For more information about using Oracle's Siebel Correspondence, see the correspondence topic in Siebel Correspondence, Proposals, and Presentations Guide.