We performed an assessment of the Tax Branch’s various business processes and researched eight statewide call centers and two public contact lines to find ways to improve the Branch’s operational performance and outcomes. We conducted an extensive assessment of the Branch’s business organization, culture, policies and procedures.
We developed a report that addressed the findings, recommended change management practices including those pertaining to policies and practices, and recommended adjustments to the Branch’s communication systems. The report developed strategic and functional plans, provided practical implementation recommendations, and recommended changes in staff training and assignments. The report was presented to EDD and Branch management, and was used to improve operations and service to the public.