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 Response (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.