CASE STUDY

US State Tax Authority: Dynamics 365 Modernization for Citizen-Facing Tax Services

A US state tax authority modernized citizen-facing tax services on Dynamics 365. Filing-completion rate up 18 points; refund-cycle time halved.

May 9, 2026 · 2 min read · By admin

At a glance

Industry: Public Sector
Topics: Dynamics 365 · Microsoft
Published: May 2026
Headline outcome: +18 Filing-completion rate: +18 percentage points

Measured outcomes

What this programme actually delivered.

+18

Filing-completion rate: +18 percentage points

9 weeks

Refund-cycle time: 6-9 weeks → 3-4 weeks

+34

Citizen NPS on filing experience: +34 points

+27%

Caseworker capacity: +27% on complex situations

The challenge

A US state tax authority’s citizen-facing tax-filing services ran on a 25-year-old proprietary system. Filing completion rates were lagging peer states; refund cycles were 6-9 weeks.

What we built

Dynamics 365 + Power Platform with citizen-facing self-service portal. Identity verification + integration with state IDP. Automated refund-processing for straightforward returns. Caseworker workflow for complex situations.

Outcomes

Filing-completion rate: +18 percentage points
Refund-cycle time: 6-9 weeks → 3-4 weeks
Citizen NPS on filing experience: +34 points
Caseworker capacity: +27% on complex situations

Planning Your Next Initiative?

Whether you're modernizing an existing platform, implementing new capabilities, or exploring AI-driven transformation, Mergen's certified experts will help define the right roadmap, scope, and delivery approach for your business.

Book a Discovery Call

US State Tax Authority: Dynamics 365 Modernization for Citizen-Facing Tax Services

What this programme actually delivered.

The challenge

What we built

Outcomes

More from Case Study

Major Airport Authority — Operations Platform Modernization

Oncology Research Center — Clinical Trial Operations on ServiceNow

Major Museum Network — Visitor Experience + Operations Platform

Planning Your Next Initiative?