1. Louisiana Department of Revenue Pelican File: Electronic Filing for the Internet

2. The Problem

3. Why Internet Filing? Taxpayer interest Department strategic plan Cost reduction, increased efficiency Customer satisfaction

4. Why beer tax return first? Complex tax return –Two tax rates –Monies distributed to 288 jurisdictions High data entry error rates –Up to 75% of returns required review Small number of filers –Ideal for initial implementation Survey results

5. Developing a solution Louisiana Department of Revenue and IBM Global Government Industry MATT: Maximum Access to Taxes

6. Creating a design - Part 1 Department view –Security is critical –Make it goof-proof –Design it to be taxpayer-friendly - Create a prototype that can be easily expanded - Provide help for users

7. Creating a design - Part 2 Taxpayer view –What’s in it for me? –What protections do I have? –Can I print the return? –Ask for my opinion. –Make it easy to use. –Help me use it.

8. Some key design features Point-and-click approach “Smart” form –Performs all mathematical calculations –Only balanced returns can be filed –P&M codes assigned by program –Key information carried forward for the next return Security features

9. More key design features Payment options –EFT Debit, EFT Credit, Payment coupon –File early, pay later Cyber receipt for proof of filing Late returns Amended returns Administrator functions –Activate accounts, update account info, reset PINs, decode cyber receipts, view returns

10. Still more key design features Taxpayer assistance –Online help: FAQS and instructions –Telephone help desk –Tutorials and training –Automated e-mails Interface with Department host system and with banking system Supplemental schedules

11. Name that web page!

12. Project Management

13. Groups to be coordinated Taxpayers Tax division Application developers Information Services –Mainframe –PC network Department management Graphic designers Financial –Bank –State Treasurer –EFT vendor –Department Controller

14. Things to keep in mind Make sure your tax laws allow for electronic/alternate signatures Keep it simple on the surface Refine the design, screen flow as you go Test, test, and test again System response time is critical Resist the urge to alter your timeline Document the project thoroughly

15. Develop interest among taxpayers Pre-enroll all taxpayers Newsletter articles Special mailings Get taxpayers involved –Ask them to help with testing –Identify key people Get Department personnel involved –Demonstrations –Training and CD-ROM tutorials

16. Develop support mechanisms Establish goals Identify responsibilities –Help desk –System operations –File maintenance and backup –Customization –Troubleshooting

17. Design Internet filing for both your benefit and the taxpayer’s For more information, contact: Layne Cannon, Excise Taxes Division, Louisiana Department of Revenue lcannon@rev.state.la.us