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GOVERNMENT SUCCESS STORY
Working with a state government to improve recovery of deficient personal income tax, OSI generated a state amnesty program record of $359 million and today assists with nearly every collection and customer service function performed by the division of taxation.
Situation
When an Eastern state first awarded OSI a contract for deficient personal income tax recovery in 1992, it was seeking to improve its accounts receivable process. The state charged OSI with recovering personal income tax while maintaining compliance with the state’s stringent confidentiality statutes and Code of Ethics.
Solution
Before implementation began, the OSI team worked collaboratively with the state, explaining methodologies, suggesting procedures, and sharing philosophies. OSI industry specialists worked with the client to understand how their involvement would affect the state’s compliance, audit, and field office activities.
The sense of partnership established during the initial planning period has grown over the past decade. In the first six months alone, demand grew so rapidly that the original core staff of seven associates grew to 40. Today, OSI maintains a fully cross-trained staff with the flexibility to assist with almost every collection and customer service function performed by the division of taxation – including recovery of 30 tax types as well as call center and call overflow work.
In addition to supporting the state in its traditional receivables processes, OSI has advised the state on opportunities for innovation in customer service and account resolution.
Services have included:
- Validating debt and making adjustments
- Working with state taxpayers to grant abatements and set up installment agreements
Results
The innovative amnesty program awarded to OSI generated $359 million – a state amnesty program record.
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