HI HCR86

Requests the Department of Taxation upgrade and modernize its communication system to improve taxpayer access and responsiveness.

Identifies that the current telephone queue holds only 20 calls with 15 employees answering, while the department receives hundreds of calls per day, causing extended hold times or call-backs.

Requests the department increase the number of call centers, improve internet chat and email capabilities, and establish a better frequently asked questions page on its website.

Requires the Department of Taxation to report to the Legislature on upgrade progress no later than 20 days before the 2018 Regular Session convenes.

Directs transmission of a certified copy to the Director of Taxation.