Salt Lake City, Utah

The Utah State Tax Commission selected New Dawn’s Adaptive Case Management to streamline their processes and provide taxpayers with easier access to case management information via the public access capabilities.

AGENCY IMPACT

A robust case management system allows you to streamline your processes. The Utah State Tax Commission (USTC) selected New Dawn’s Adaptive Case Management to replace their legacy system and do just that – streamline their processes.

“The Commission had been looking at moving to a more streamlined system of handling the appeals for quite a while. We believe New Dawn will provide us with that opportunity. We will utilize a system that helps simplify the appeals process and make it more accessible for all taxpayers,” said Michael Roussin, Technical Lead, USTC Appeals Unit.

New Dawn’s Adaptive Case Management will be a wonderful solution for us. We can configure the dashboards to utilize our individual assignments and skills. We will be setting up electronic signatures to save us more time as well. We also look forward to automating our dozens, if not hundreds, of notices and orders that we currently utilize outside of our case management system via MS Word.

Michael Roussin, Technical Lead, USTC Appeals Unit

The Utah State Tax Commission uses New Dawn’s Adaptive Case Management to enter, track, and record all tax appeals. In addition, upper management uses reports to determine overall efficiency and caseloads. The USTC also uses New Dawn’s secure online portal to allow external parties to have access to agency-defined reports and documents.

By implementing New Dawn’s Adaptive Case Management, the Utah State Tax Commission saves not only time, but also money. The case management system eliminates their current process of printing and mailing most documents. By using electronic signatures, more than one commissioner can work through a queue of documents at the same time, reducing delays, as well as automatically saving the completed document into the electronic case record.

“New Dawn’s Adaptive Case Management will be a wonderful solution for us. We can configure the dashboards to utilize our individual assignments and skills. We will be setting up electronic signatures to save us more time as well. We also look forward to automating our dozens, if not hundreds, of notices and orders that we currently utilize outside of our case management system via Microsoft Word,” said Roussin.

COMMUNITY IMPACT

Automated processes make it possible to provide better access to justice for the public.

“New Dawn’s Adaptive Case Management will allow us to serve taxpayers, tax attorneys, tax accountants, our administrative law judges, commissioners, and the Tax Commission division employees in a timely fashion with accurate information,” said Roussin.

Through streamlining workflows and processes, the Utah State Tax Commission is able to give taxpayers better access to justice in addition to making the office run more smoothly. By simplifying their processes, there is less worry at work and tax commission employees can focus on what really matters outside of the office.