Quality Through Improved Services

Electronic Filing Team (ELF)


 

 

 

About this Report
From the Governor
Achieved to Date
Washington's National Recognition
Quality Through Innovation
Quality Results in Financial Savings
September 1998
DEPARTMENT OF REVENUE, DEPARTMENT OF INFORMATION SERVICES, Electronic Filing (ELF)
Washington is the first state to use the Internet to allow businesses to automatically compute, file and pay their tax returns electronically. Information is entered on a business-specific form, which then performs all computations, checks for errors and provides on-line access to all rules and regulations. Tax return error rates have dropped from 14% to virtually zero, and processing time reduced from 2 weeks to seconds.
January 1998
DEPARTMENT OF LABOR AND INDUSTRIES, Hotline Improvement Team
This team has implemented a number of process improvements relating to two toll-free telephone services that receive about 38,000 calls per month. Busy signals on the Office of Information Assistance Hotline have been reduced by 52% and on the Provider Hotline by 82%, meaning much less frustration for L&I customers.
July 1998
UTILITIES AND TRANSPORTATION COMMISSION, Telecommunications Registration Process Team
Registering telecommunication companies wanting to do business in Washington required four separate legal filings, each subject to Commissioner approval.
The team developed a new, single application that meets all of the legalrequirements of the previous four, reduces the process from 101 days to 31, enables companies to enter the market sooner, and reduces UTC and companies’ staff time by two-thirds.
July 1998
DEPARTMENT OF SOCIAL AND HEALTH SERVICES, Program Simplification Team
A team from the Economic Services and Medical Assistance Administrations reduced regulations governing the new welfare program. Four manuals containing 2,700 pages of WACs, policies, and procedures were being used to determine eligibility for cash, food stamps, and medical benefits. Now one, integrated manual does the job with 490 pages and 44% fewer WACs.
The team projects an annual savings of $182,000 in printingcosts and staff savings equivalent to one FTE.
April 1998
DEPARTMENT OF VETERANS AFFAIRS, Team Ft. Lewis
Team members from the Washington State Department of Veterans Affairs, the American Legion, and the Regional Office of the federal Department of Veterans Affairs collaborated to improve services to retiring military personnel from Fort Lewis. Previously, new veterans waited 9-12 months to receive benefit decisions. The new process reduces that to one day. The improved process was so successful that the Navy is now replicating it in Bremerton.

July 1998
DEPARTMENT OF LICENSING, East Seattle Information Booth

Department of LicensingThe East Seattle Licensing Service Office serves the most diverse language and cultural population in the state. During one two-week period, they provided services to 145 individuals speaking eight different languages. Negative customer comment cards consistently outweighed the positive comments. Some customers found that, after an average wait of 35 minutes, they did not have the correct documents to obtain the service.

The team developed the concept of a customer information booth located near the entrance with international signage. All customers can get quick service for simple transactions, reducing the average customer wait by 30%.

April 1998
DEPARTMENT OF HEALTH, Customer Service Counter Team
The Health Professions Quality Assurance counter services customer and staff complaints were rising in 1996. A survey card was developed to determine the scope and nature of the issues, of which 7,300 have been returned. A daily review of the survey cards is conducted and forwarded to appropriate staff to resolve problems.

Results: Counter customers waiting longer than 10 minutes has dropped from 12% to 1%. Customer rating of staff as friendly, knowledgeable, and efficient is 83% excellent, 16% satisfactory, and just 1% unsatisfactory.

July 1998
DEPARTMENT OF REVENUE, Bankruptcy Identification Team
Bankruptcy filings are up 70% from three years ago, and a necashw court rule has reduced the time for filing claims in a bankruptcy case from 180 to 45 days. Because of the potential to lose earned tax dollars, the Attorney General's Office required the Department of Revenue to identify, within 48 hours, taxpayers filing for bankruptcy who owe $8,000 or more in taxes and penalties. This process normally took 30 days and there was a backlog.

Results: The team has met the 48-hour goal, and communication and coordination with the Attorney General's Office and the courts has improved. Process improvements will save 240 hours a year in staff time, along with a projected $250,000 increase per year in taxes recovered.

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