HI SCR93

Department of Taxation's telephone queue can only hold 20 calls with 15 employees available to answer, while receiving hundreds of calls per day.

Taxpayers experience extended hold times or are told to call back during high call volume periods, particularly problematic for those facing payment deadlines and penalties.

Department of Taxation is requested to upgrade and modernize its communication system, including increasing call centers, improving internet chat and email capabilities, and enhancing its frequently asked questions webpage.

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

A certified copy of this concurrent resolution shall be transmitted to the Director of Taxation.