GARTNER公司BPR项目完整资料19

5950CanogaAvenue,Suite600,WoodlandHills,CA91367OrganizationStructureReviewPreparedonBehalfofSTATEOFARIZONADEPARTMENTOFREVENUEBusinessReengineering/IntegratedTaxSystems(BRITS)ProjectPhaseI11December2000Engagement#020211470Engagement#020211470StateofArizonaDepartmentofRevenueOrganizationStructureReviewEntirecontents©2000Gartner,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract19.doc11December2000—PageiStateofArizonaDepartmentofRevenueBusinessReengineering/IntegratedTaxSystems(BRITS)ProjectPhaseISECTIONPAGE1.INTRODUCTION.......................................................................................................................................12.STATEOFKANSASDEPARTMENTOFREVENUE...................................................................................22.1PREVIOUSORGANIZATIONSTRUCTURE(FY1997)..................................................................22.2CURRENTORGANIZATIONSTRUCTURE(FY2000)...................................................................33.SOUTHCAROLINADEPARTMENTOFREVENUE...................................................................................73.1PREVIOUSORGANIZATIONSTRUCTURE....................................................................................73.2CURRENTORGANIZATIONSTRUCTURE.....................................................................................84.ARIZONADEPARTMENTOFREVENUE................................................................................................104.1CURRENTORGANIZATIONSTRUCTURE...................................................................................104.2ASSESSMENTOFCURRENTORGANIZATIONSTRUCTURE......................................................114.3RECOMMENDEDORGANIZATIONSTRUCTURE........................................................................124.4SUMMARY...................................................................................................................................14StateofArizonaDepartmentofRevenueOrganizationStructureReviewEntirecontents©2000Gartner,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract19.doc11December2000—Page11.INTRODUCTIONAspartoftheArizonaDepartmentofRevenue’s(DOR)BusinessReengineering/IntegratedTaxSystem(BRITS)ProjectPhaseI,GartnerConsultingconductedanassessmentoftheDepartment’sorganizationalstructure.ThisreviewwasbasedonanunderstandingoftheDepartment’sbusinessvision,itscurrentorganizationalstructure,andstructuresofotherStateRevenueDepartmentsthathavedevelopedintegratedtaxsystemsandprocesses.ThisassessmentprovidesthecurrentDORorganizationalstructureandarecommendedfuturestructure.TherecommendedstructureisbasedprimarilyonthemodelsprovidedbytheStatesofKansasandSouthCarolinaDepartmentsofRevenue.BothoftheseDepartmentsmovedfromtaxtype-orientedorganizationalstructuretoonethatsupportsintegratedtaxprocessing.ItisimportanttorecognizethatKansasandSouthCarolinafirstcentralizedandintegratedtaxinformationsystems,therebyprovidingonerepositoryfordata.TheinformationsystemconsolidationappearstohaveenabledeachDepartmenttomovefromanorganizationstructurebasedprimarilyontaxtypetoamorecustomer-focusedstructurethatisbasedonkeybusinessfunctions.Sincethefirststepinthistransformationistoacquireandimplementintegratedcustomer-focusedtaxsystems,thesecondstepistoreengineerthebusinessprocessestoconformtothenewsystems.Thefinalstepistoreorganizethedepartmenttoconformtothenewsystemsandprocesses.TheanalysisbelowrecommendsanapproachforthisfinalstepofreorganizationthatwillenableArizona'sDepartmentofRevenuetosuccessfullyreachitsvisionofacustomer-focusedservicedeliverymodel.StateofArizonaDepartmentofRevenueOrganizationStructureReviewEntirecontents©2000Gartner,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract19.doc11December2000—Page22.STATEOFKANSASDEPARTMENTOFREVENUE2.1PREVIOUSORGANIZATIONSTRUCTURE(FY1997)Asshowninthechartabove,thepreviousorganizationoftheKansasDepartmentofRevenue(KSDOR)wasstructuredbytaxtype.TheDivisionofTaxationcontainedthefollowingfivebureaus,fourofwhichwerebasedontaxtype:•Administration•BusinessTaxBureau•IncomeandInheritanceTaxBureau•AuditServicesBureau•TaxpayerAssistanceBureauSecretaryofRevenueResourceManagementServicesLegalServicesResearchandRevenueAnalysisInformationSystemsDivisionofAlcoholicBeverageControlDivisionofTaxationDivisionofPropertyValuationDivisionofVehiclesMedicalAdvisoryBoardDealerLicensingBoardofReviewAdministrationEnforcementBureauAdministrationBusinessTaxBureauIncomeandInheritanceTaxBureauAuditServicesBureauTaxpayerAssistanceBureauAdministrationStateAppraisedBureauTechnicalSupportBureauCountyAssistanceBureauAdministrationMotorVehicleRegistrationDriverLicenseIssuance&DriverControlKansasDepartmentofRevenue(FY1997Authorized)PersonnelServicesChannelManagementDivisionofCollectionsStateofArizonaDepartmentofRevenueOrganizationStructureReviewEntirecontents©2000Gartner,Inc.UseexternaltoStateofArizonaDepartmentofRevenuerestrictedbytermsofcontract19.doc11December2000—Page32.2CURRE