Measured 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
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.
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.
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