E-Government is...

Inevitable TransformingThe right thing to do

Groundwork

• 1993: EFT

• 1994: E-filing of tax returns

• 1995: FTB website

• 1996: TeleFile

• 1998: Internet-based online filing, Direct Deposit of Refund

• 1999: Credit Cards, ePay

FTB Website Use(in millions)

0

5

10

15

20

25

1997 1998 1999 2000(projected)

Website visits Forms downloaded

E-Filing Growth

0

500000

1000000

1500000

2000000

2500000

1997 1998 1999 2000

E-File/Practitioners

E-File/TaxpayersTelefile

Electronic Payments

• EFT up 41%

• E-Pay up 181%

• Credit Cards up 814%

$1.9 Billion(as of 5/5/00)

Rethinking

• E-Government Planning

• Portal Design

• Electronic Gateway

• Governance

how we do business

Planning

Vision

Transform the relationship between FTB and our

customers, suppliers and distribution channels by using

appropriate technologies to offer high-quality e-government

services

Goal 1:

• Present an online view of FTB that makes internal organizational boundaries transparent to our customers

• Enable all customer communications to occur online

• Enable all customer transactions to occur as self-service, online processes

• Send customized information to taxpayers electronically

Deliver E-Government Services to our Customers and Their Agents

Goal 2:

• Make all FTB information that is stored electronically available to employees for appropriate online inquiry

• Conduct our administrative business processes electronically, including transactions with external suppliers

• Implement integrated data collection, sharing and reuse strategy for one-time capture of taxpayer data

Improve How We Conduct Business Internally and with Our Suppliers

Strategies• Public Trust

Taxpayer privacy, security, authentication

• Expanding PartnershipsRelationships w/private sector, partnerships with other

government entities, statewide alignment

• Customer FocusStakeholder Input, Customer service delivery, digital divide,

marketing

• Organizational CapacityOrganizational e-readiness, infrastructure development,

resources

Portal Design

E-Gateway

• Taxpayer selects software and FTB provides direct transmission

• Unique partnerships and unique challenges

• Other transactions in the future

2001New business model for direct electronic transactions

Governance

Organizational Change

• Office of Electronic Tax Administration

• Executive level governance

• Future organizational transformation?

at FTB

“In five years’ time, there won’t be any Internet companies. All companies will be Internet companies or they will be dead.”

~Andy Grove, Chairman of Intel