Governing for Results 13 - Washington State Digital Archives

Department of Revenue
Operations Efficiencies for Estate Tax Program
Due to the continually increasing number of estates that are required to file
estate tax returns, several efficiency improvements were made within the
program. A new data base was created that saved duplicate typing on form
letters and reduced typing errors for the support staff. A duplicate form was
removed from the refund process in addition to streamlining efforts. A new
system was set up to contact the IRS directly for closing letter verification, saving
two pieces of correspondence per file. Cross training, an automated interest
calculator and the utilization of the Bankruptcy and Attorney General’s Office staff
on more complex estates have all helped make the program more efficient.
Finally, a quicker, less extreme collection process was established to avoid filing
‘Findings’ against estates when possible.
Results
★ 50% reduction in errors in outgoing correspondence.
★ Savings of 10 hours per week for support staff by avoiding duplicate typing
and less general correspondence; and savings of 5 hours per week for Tax
Specialists through automation and other process improvements.
★ More expedited responses to taxpayers.
★ A broader knowledge base of Estate Tax program via cross training.
★ Savings of Assistant Attorney General time by not having to deal with as
many Findings cases.
Team Name: Estate Tax Process Improvement Team
Team Members: Julie Japhet, Phoebe Hein, Teresa Hansen, Melanie Piccin,
Kim Davis, Debra Casparian
CONTACT: Julie Japhet, (360) 902-8867
64