FileNet Helps Virginia Department of Taxation Streamline Operations for Improved Customer Service
April 05 2005 - 9:00AM
PR Newswire (US)
FileNet Helps Virginia Department of Taxation Streamline Operations
for Improved Customer Service Virginia Tax Uses FileNet ECM
Solution to Accelerate Tax Refund and Payment Processing -
Increasing Responsiveness to Citizens COSTA MESA, Calif., April 5
/PRNewswire-FirstCall/ -- FileNet Corporation (NASDAQ:FILE), the
leading provider of Enterprise Content and Business Process
Management solutions, today announced that the Commonwealth of
Virginia's Department of Taxation (VA TAX) achieved new levels of
service to its citizens and improved operational efficiencies by
leveraging FileNet Enterprise Content Management (ECM) solutions.
Working with the project's prime contractor CGI-AMS, the
wholly-owned U.S. operating subsidiary of CGI Group, Inc. (CGI)
(NYSE: GIB; TSX: GIB.SV.A), VA TAX implemented a FileNet-based
Total Automated Capture System (TACS), an integrated tax processing
solution that reduces tax return processing time, as well as
provides centralized management and automation of new tax records.
(Logo: http://www.newscom.com/cgi-bin/prnh/20000207/FILENETLOGO) VA
TAX processes over 5 million paper tax returns each year. Prior to
2001, VA TAX utilized a legacy, paper-based document storage system
where employees processed all files by hand, which resulted in a
slower than desired response time in depositing tax payments and
processing returns. Realizing that this centralized-facility,
hard-copy approach could lead to errors in processes, mishandled
citizen inquiries, and inappropriate audits, VA TAX upgraded its
manual process and paper-based return system. Focused on improving
productivity and customer service responsiveness, VA TAX
implemented TACS to efficiently track records -- a critical
capability as the volume of tax returns continues to rise each
year. "VA TAX maintains high standards for both service to the
citizens and department-wide operational excellence. As the annual
collection and management of the Commonwealth's more than $12
billion in tax revenues became increasingly complex, it was clear
we needed to adopt an enterprise content management solution to
streamline our processes," said Kenneth Thorson, VA TAX
Commissioner. "We embarked on an ambitious public-private sector
partnership to re-engineer our business processes. FileNet and
CGI-AMS answered this call and now play an important role in our
increased agility and responsiveness to citizens' requests."
FileNet's ECM solution provides VA TAX with the backbone for TACS.
Powered by FileNet ECM, TACS includes an automated, image &
data capture system that uses advanced recognition technologies, a
comprehensive scanning platform, and an interface with VA TAX's
remittance system. With TACS in place for the current tax season,
VA TAX expects to process more than 90 percent of taxpayer refunds
within 12 days of receipt of filings. Leveraging TACS for recent
tax seasons, VA TAX has: * Reduced the average time required to
respond to customer correspondence from 6 months to about 2 weeks *
Reduced its average inventory of customer correspondence from
54,000 to approximately 6,000 * Reduced call backs by 80% -- with
images readily available, more customer calls can be handled with
one contact * Doubled the number of tax returns processed per hour
* Reduced storage space requirements by 50 percent "CGI-AMS and
FileNet formed a true partnership with VA TAX during each phase of
the project -- from the initial 'pay for performance' contact
parameters to deploying and managing TACS," said Dean Merrill, Vice
President of Consulting, Greater Washington Area, CGI-AMS. "With
added process visibility and automation, as well as access to
documents, we believe VA TAX now has the platform it requires to
continue its high level of customer service and operational
efficiency." "The FileNet ECM solution has been instrumental in
streamlining VA TAX's business processes, improving speed of
decision making related to tax records, the management of these
records and improved customer service capabilities," said Martyn
Christian, Chief Marketing Officer for FileNet. "Most importantly,
TACS's accelerated tax return processing helps to reduce costly and
time-consuming customer service queries." For more information
about FileNet and its work in the government, visit
http://www.filenet.com/English/Industry_Solutions/Government/.
About FileNet FileNet Corporation (NASDAQ:FILE) helps organizations
make better decisions by managing the content and processes that
drive their business. FileNet's Enterprise Content Management (ECM)
solutions allow customers to build and sustain competitive
advantage by managing content throughout their organizations,
automating and streamlining their business processes, and providing
a spectrum of connectivity needed to simplify their critical and
everyday decision-making. FileNet ECM products are designed to
deliver a broad set of capabilities that integrate with existing
information systems to provide cost-effective solutions that solve
real-world business problems. Since the Company's founding in 1982,
more than 4,000 organizations, including more than three quarters
of the FORTUNE 100, have taken advantage of FileNet solutions for
help in managing their mission-critical content and processes.
Headquartered in Costa Mesa, Calif., the Company markets its
innovative ECM solutions in more than 90 countries through its own
global sales, professional services and support organizations, as
well as via its ValueNet(R) Partner network of resellers, system
integrators and application developers. Safe Harbor Statement under
the Private Securities Litigation Reform Act of 1995: This release
may contain forward-looking statements that involve risks and
uncertainties, including statements related to the performance of
FileNet's products, and the benefits that may be realized from use
of FileNet Records Manager. Words such as "anticipates," "expects,"
"intends," "plans," "believes," "may," "will" and similar
expressions are intended to identify forward-looking statements.
Among the important factors that could cause actual results to
differ materially from those in the forward-looking statements are
possible difficulties encountered in implementing and ensuring
organizational adoption of FileNet's products, FileNet's ability to
develop, complete, introduce, market, distribute and gain market
acceptance for its products and technologies in a timely manner;
announcements of technological innovations, new products or product
enhancements by FileNet or its competitors; general market
conditions; and other factors detailed in the FileNet's filings
with the Securities and Exchange Commission, including its recent
filings on Forms 10-K and 10-Q. Media Contacts: Tom Hennessey
FileNet Corporation Phone: 714-327-5050 Email: Hillary Berman
O'Keeffe & Company Phone: 703-883-9000 x110 Email:
http://www.newscom.com/cgi-bin/prnh/20000207/FILENETLOGO
http://photoarchive.ap.org/ DATASOURCE: FileNet Corporation
CONTACT: Media, Tom Hennessey of FileNet Corporation,
+1-714-327-5050, ; or Hillary Berman of O'Keeffe & Company,
+1-703-883-9000, ext. 110, , for FileNet Corporation Web site:
http://www.filenet.com/English/Industry_Solutions/Government
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