1. Pennsylvania Department of Revenue Tax Systems Integration Experiences Presented to: The Federation of Tax Administrators Wednesday August 18, 1999

2. The Consultant Seasoned, experienced Senior Managers are critical to the success of the project Know the time being spent on system development vs. correcting mistakes Standard methodology is critical

3. The Consultant Cont.: Complete the entire system prior to implementation Defer acceptance of user design document until system displays are available Carefully select your Consultant Talk to other Revenue Agencies. Future business considerations (Imaging and future e-commerce initiatives)

4. The Information System folks Get them involved at the beginning on the project Have a keen focus on training needs Develop an understanding of the system architecture from the beginning Prepare to functionalize timely Prepare to upgrade your CPU and software

5. Training for the New System Train the trainer works well Timing is critical Limit the size and length of the classes Remember the learning curve Dedicate a region in the system Prepare to do some refresher training

6. Permanent Organizational Changes Prepare to “functionalize” the organization Restructure the MIS support staff Establish a permanent user management unit Prepare for major “organizational emotion.” Transition Teams and Executive Steering

7. Closing thoughts Your integrated tax system will be part of an Agency wide emerging technology Be flexible with project deadlines Murphy’s Law rules supreme Manage the contract closely Tax system integration is not for the fainthearted