Government agencies from California to Washington, D.C., are taking on ambitious IT initiatives in an effort to provide better services at lower costs. Here are some federal, state, and local efforts that are leading the way.
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New York state's Department of Taxation and Finance is having success raising revenue by using technology to improve collection of delinquent taxes. The department's CISS Collections system combines XML, a process engine, analytics, and business process management to determine where to route tax collection cases within the department. A tax collections "optimizer" generates an action plan for collections agents, taking into account their caseloads and the anticipated effectiveness of different steps. Collections of delinquent taxes rose 8%, or $83 million, in 2010 compared with 2009.