GARTNER公司BPR项目完整资料07

5950CanogaAve.,Suite600,WoodlandHills,CA91367ExternalAssessmentPreparedonBehalfofSTATEOFARIZONADEPARTMENTOFREVENUEBusinessReengineering/IntegratedTaxSystemsProjectPhaseI15June2000Engagement#020211470StateofArizonaDepartmentofRevenueExternalAssessmentTableofContentsEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract07.doc15June2000—PageiTABLEOFCONTENTSStateofArizonaDepartmentofRevenueExternalAssessmentTableofContentsEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract07.doc15June2000—PageiiTableofContents1.INTRODUCTION........................................................................................................................11.1Introduction.....................................................................................................................22.SUMMARYOFINPUT................................................................................................................32.1SummaryofInputfromExternalStakeholderInterviews..............................................42.2SummaryofInputfromExternalCustomers..................................................................5StateofArizonaDepartmentofRevenueExternalAssessmentIntroductionEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract07.doc15June2000—Page11.INTRODUCTIONStateofArizonaDepartmentofRevenueExternalAssessmentIntroductionEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract07.doc15June2000—Page21.1INTRODUCTIONAspartoftheStateofArizonaDepartmentofRevenue(DOR)BusinessReengineering/IntegratedTaxSystem(BRITS)PhaseIProject,GartnerConsultinginterviewedavarietyofexternalcustomersandstakeholders.Theseindividualandsmallgroupinterviewswereintendedtogatherinformationonthestakeholder’srolewithintheState,theorganization’sinterfacewithDOR,suggestionsfortheBRITSproject,andtechnologyandgovernmentchallengeswithintheState.Overall,nineinterviewswereconductedwithexternalstakeholders,oneinterviewwasconductedwithanexternalcustomer,andGartnerConsultingattendedafocusgroupledbyDORmanagementandstaffwithexternalcustomers.Externalstakeholderswhowereinterviewedincludethefollowing:•StateofArizonaGovernor’sOffice•StateofArizona,Governor’sInformationTechnologyAgency(GITA)•StateofArizonaTreasurer•PresidentoftheArizonaStateSenate•SpeakeroftheStateofArizonaHouseofRepresentatives•StateofArizonaJointLegislativeBudgetingCommittee(JLBC)•StateofArizonaAuditorGeneral•StateofArizona,DepartmentofAdministration(DOA)•ArizonaTaxResearchAssociation(ATRA)•ArizonaRepublicNewspaperExternalcustomerswhoprovidedinputincludethefollowing:•TaxPractitioners(throughindividualinterviews)•SmallBusinessOwners(throughfocusgroupsledbyDORmanagementandstaff)Thisdocumentprovidesacombinedsummaryofinputfromallcustomersandstakeholderswhichhighlightsthekeypointsprovidedbytheinterviewees.Thisdocumentalsoprovidestheinputgatheredfromeachinterview.StateofArizonaDepartmentofRevenueExternalAssessmentSummaryofInputEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract07.doc15June2000—Page32.SUMMARYOFINPUTStateofArizonaDepartmentofRevenueExternalAssessmentSummaryofInputEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract07.doc15June2000—Page42.1SUMMARYOFINPUTFROMEXTERNALSTAKEHOLDERINTERVIEWS•DORStrengths–DORLeadership»RecognizesandacknowledgestheproblemsofDOR»Ismovingtheorganizationintherightdirection»Hasaccomplishedgreatstridesinworkingwiththebusinesscommunity–ProcessingisadequateincomparisonwiththerestoftheStateandtheInternalRevenueService(IRS)–DORisdoinge-Filingofreturns•DORWeaknesses–AntiquatedautomatedsystemsthatlagbehindState’sevolvingtechnology»DORisunabletoprovidedatarequiredbyexternalstakeholdersduetosystemlimitations–Manualbusinessprocesses–DuplicationofprocessingcapabilitiesacrossStatedatacenters–Lackofeffectivecommunicationbetweenleadershipandalllevelsoftheorganization–Highstaffturnoverandlackofrequisiteskillsets•ExpectationsforBRITSPhaseI–ImproveDOR’sabilitytomeetneedsofexternalandinternalcustomers»Implementtechnologytoimproveefficiency»Findsolutionsthatarecustomer-focusedandcustomer-friendly»Redesignbusinessprocessesaswellasautomatedsystems–Affordablesystems»Costiskeyfactor»Consideralternativeprocurement–DORshouldconsiderdatacenterconsolidation–Movetowardwebtechnologies»E-Filing,e-Forms•ChallengesFacingDOR–Datacenterconsolidation–DigitalgovernmentinitiativesStateofArizonaDepartmentofRevenueExternalAssessmentSummaryofInputEntirecontents©2000GartnerGroup,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract07.doc15June2000—Page5»Implementationofcreditcardpayments,digitalsignatures,StatePortalProject–Fundingnecessaryforprocurementofnewsystems2.2SUMMARYOFINPUTFROMEXTERNALCUSTOMERS•DORStrengths–DORLeadership»Ismovingtheorganizationintheri