2. E-Government is... Inevitable Transforming The right thing to do

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

4. FTB Website Use (in millions)

5. E-Filing Growth

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

7. Rethinking E-Government Planning Portal Design Electronic Gateway Governance how we do business

8. Planning

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

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

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

12. 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

13. Portal Design

15. E-Gateway

16. Taxpayer selects software and FTB provides direct transmission Unique partnerships and unique challenges Other transactions in the future 2001 New business model for direct electronic transactions

17. Governance

18. Organizational Change Office of Electronic Tax Administration Executive level governance Future organizational transformation? at FTB

19. “ 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