E-Government is...

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Inevitable

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Transforming

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The right thing to do

Groundwork

• 1993: • 1994: • 1995: • 1996: • 1998: • 1999: EFT E-filing of tax returns FTB website TeleFile Internet-based online filing, Direct Deposit of Refund Credit Cards, ePay

FTB Website Use (in millions) 10 5 0 25 20 15 1997 1998 Website visits 1999 2000 (projected) Forms downloaded

E-Filing Growth 2500000 2000000 1500000 1000000 500000 0 1997 1998 1999 2000 E-File/Practitioners E-File/Taxpayers Telefile

Electronic Payments

$1.9 Billion (as of 5/5/00) • EFT up 41% • E-Pay up 181% • Credit Cards up 814%

Rethinking

how we do business • E-Government Planning • Portal Design • Electronic Gateway • Governance

Planning

Vision

Transform the relationship between FTB and our customers, suppliers and distribution channels by using appropriate technologies to offer high-quality e-government services

Goal 1: Deliver E-Government Services to our Customers and Their Agents

• Present an online view of FTB that makes internal organizational boundaries transparent to our customers • Enable all customer communications to occur online • Enable all customer transactions to occur as self-service, online processes • Send customized information to taxpayers electronically

Goal 2: Improve How We Conduct Business Internally and with Our Suppliers

• Make all FTB information that is stored electronically available to employees for appropriate online inquiry • Conduct our administrative business processes electronically, including transactions with external suppliers • Implement integrated data collection, sharing and reuse strategy for one-time capture of taxpayer data

Strategies

• • • •

Public Trust

Taxpayer privacy, security, authentication

Expanding Partnerships

Relationships w/private sector, partnerships with other government entities, statewide alignment

Customer Focus

Stakeholder Input, Customer service delivery, digital divide, marketing

Organizational Capacity

Organizational e-readiness, infrastructure development, resources

Portal Design

E-Gateway

2001 New business model for direct electronic transactions

• Taxpayer selects software and FTB provides direct transmission • Unique partnerships and unique challenges • Other transactions in the future

Governance

Organizational Change

at FTB • Office of Electronic Tax Administration • Executive level governance • Future organizational transformation?

“ In five years’ time, there won’t be any Internet companies. All companies will be Internet companies or they will be dead.” ~Andy Grove, Chairman of Intel