CRM Pays Off for Florida DOR - ' Implementation timeline ' (
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SUNTAX Implementation at the Florida Department of Revenue
1992
An initial study is commissioned from Andersen Consulting (now Accenture) to determine the feasibility of an integrated tax system
Legislative funding for SUNTAX is requested
1996
Approval to build SUNTAX is granted. FDOR begins building a custom solution, moving from Unisys mainframe to client/server environment
1998
FDOR sends invitation to negotiate a contract to SAP, Oracle and PeopleSoft
1999
Contract is awarded to SAP; development begins
2000
FDOR agrees to serve as SAPs MySAP Public Sector beta customer
2001
SUNTAX goes live with corporate tax system and several smaller taxes in its registration system; Communications Services Tax goes live with online filing; registration system goes live via the Web (www.myflorida.com)
2002
FDOR deploys MySAP Customer Relationship Management to improve call center SAP Business Intelligence is deployed for performance metrics
2003
FDOR integrates sales and use tax, solid-waste fees and lemon laws into the R/3 system; agency deploys audit case management system and MySAP CRM Customer Interaction Center
2004
Gross receipt taxes and documentary stamp taxes are integrated into R/3 system; FDOR expands business warehouse for discovery cases and performance standards for accounts receivable and audit cases
2005
Bankruptcy case management system is deployed; discovery case management system is added; motor fuel taxes and severance taxes are integrated
2006
Plans are in place to enable more online transactions
SOFTWARE
Financial reporting, accounting and controlling: SAPs R/3 serves as the platform for FDORs tax and accounting system
Relational database: Oracles 9i serves as the data repository for tax information
Operating system: Hewlett-Packards HP-UX 11i used to run R/3
Tax and revenue management: SAPs Public Sector customized to handle tax and revenue management
Online customer interaction and analytics: SAPs MySAP Customer Relationship Management deployed to deliver better customer service
Data warehousing and audit analysis: SAPs Business Intelligence deployed to analyze taxpayer data
Collaboration and employee access to applications: SAPs ePortals 6.0 deployed to build portals for taxpayer services
HARDWARE
Data processing: • Hewlett-Packards Integrity servers deployed to support R/3 in a client/server architecture • Unisys 2200 mainframe
Data storage: • EMCs Symmetrix DMX and Clariion CX • Hewlett-Packards HP Storage-Works xp512 Disk Array and HP VA7400 Virtual Disk Array
FDOR, Tallahassee
Next page: SUNTAX by the numbers.
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