SAP delivers CRM system to Florida Revenue Department

Florida has become the first US state department of revenue to install the mySAP CRM system, which will give taxpayers a 24-hour...

Florida has become the first US state department of revenue to install the mySAP CRM system, which will give taxpayers a 24-hour portal to access services..

The contract comes less than a year after SAP Public Services and Deloitte Consulting developed a tax and revenue management system for the department, the company said.

The open architecture of mySAP CRM will integrate with the agency's system for unified taxation, the SAP tax and revenue management system and other non-SAP applications, such as the US Internal Revenue Service databases.

The mySAP CRM system will enable customer service agents to access pertinent taxpayer registration data instantly, analyse audit and collection trends and provide electronic filing options to all interested taxpayers, SAP said.

At present, the Florida Department of Revenue (FDOR) lacks the technical resources to centrally manage cases that are being handled by employees at its 35 customer service centres, leading to duplicated efforts and repeated contracts, SAP said.

The FDOR administers more than 36 taxes and collects an average of $83.4m (£54.1m) per day. More than half of the $15.8bn (£10.2bn) collected in sales tax each year is handled through paperless transactions.

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