Accountability Report: Fiscal Year 2018-2019South Carolina Department of RevenueSCDOR_48159a44-1ac8-11e9-bce4-8d9cdae8efbcW. Hartley PowellAgency DirectorPerformerThe South Carolina Department of Revenue strives to be an innovative and trustworthy service partner for all stakeholders. _48159b2a-1ac8-11e9-bce4-8d9cdae8efbcTo administer the revenue and regulatory laws of this State with integrity, effectiveness, and fairness to all taxpayers, while maintaining the highest security and protection of taxpayer information._48159bb6-1ac8-11e9-bce4-8d9cdae8efbcComplianceIncrease tax and regulatory compliance_48159cba-1ac8-11e9-bce4-8d9cdae8efbc1[To be named][To be named]BehaviorsCustomize compliance efforts based on taxpayer behaviors_48159d3c-1ac8-11e9-bce4-8d9cdae8efbc1.1[To be named][To be named]1.1.1CompliancePercentage_8a9c6ea2-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Increase voluntary tax and regulatory compliance Target: 90% Actual: 902018-07-012019-06-30Base: DNE 2018-07-01Time Applicable: Fiscal Year. Data Source and Availability: SCEIS Business Objects Report (General Fund) ~ Calculation Method: Of total SCDOR collections, the dollars collected voluntarily from taxpayers ~ Meaningful Use of Measure: Increase voluntary compliance1.1.2Collections IncreasePercentage_8a9c712c-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Increase total tax and regulatory collections Target: See Calculation Method 2018-07-012019-06-30Base: 6.03%2018-07-01Actual: Time Applicable: Fiscal Year SCEIS Business Objects Report (General Fund) ~ Calculation Method: The increase in SCDOR tax and regulatory collections year over year ~ Meaningful Use of Measure: Increase voluntary complianceMethodsOffer simple, taxpayer centered compliance methods_48159db4-1ac8-11e9-bce4-8d9cdae8efbc1.2[To be named][To be named]1.2.1Electronic Filings IncreasePercentage_8a9c71f4-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Increase electronic tax and fee filings Target: 80% 802018-07-012019-06-30Base: 82% 2018-07-01Actual: 2018-07-012019-06-30Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: Of the total returns filed in Fiscal Year 2019, the number that were filed electronically ~ Meaningful Use of Measure: Increase voluntary compliance1.2.2Electronic PaymentsPercentage_8a9c72a8-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Increase electronic tax and fee payments Target: 80%802018-07-012019-06-30Base: 86% 862018-07-01Actual: 2018-07-012019-06-30Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: Of the total payments received in Fiscal Year 2019, the number that were paid electronically ~ Meaningful Use of Measure: Increase voluntary complianceNoncomplianceIdentify and pursue noncompliant taxpayers_48159e40-1ac8-11e9-bce4-8d9cdae8efbc1.3[To be named][To be named]1.3.1Dispute Resolution Increase_8a9c7492-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Increase resolution of taxpayer disputes Target: DNE 2018-07-012019-06-30Base: DNE 2018-07-01Actual: 2018-07-012019-06-30Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: The increase in the number of tax and regulatory disputes resolved year over year ~ Meaningful Use of Measure: Increase voluntary complianceSecurityEnsure a secure environment_48159ec2-1ac8-11e9-bce4-8d9cdae8efbc2[To be named][To be named]Privacy, Fraud & SecurityMaintain a strong governance of privacy, anti-fraud, cyber and physical security_4815a0f2-1ac8-11e9-bce4-8d9cdae8efbc2.1[To be named][To be named]2.1.1Events Detected & PreventedPercentage_8a9c7550-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Percentage of privacy, fraud, cyber and physical security events detected and prevented Target: 100% 2018-07-012019-06-30Base: DNE2018-07-01Actual: 2018-07-012019-06-30Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: Of the total privacy, fraud, cyber and physical security events, the events detected and prevented ~ Meaningful Use of Measure: Continue to improve security governance and compliance.2.1.2Successful Assessments & AuditsPercentage_8a9c7622-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Percentage of external security assessments and audits passed successfully Target: 100% 1002018-07-012019-06-30Base: 100% 2018-07-01Actual: 2018-07-012019-06-30Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: External security assessments and audits passed successfully as a percent of all external security assessments and audits performed. Success is defined by a submission being accepted or passing. ~ Meaningful Use of Measure: Continue to improve security governance and compliance.WorkforceEnsure workforce security through screening, training, and skill development_4815a1ba-1ac8-11e9-bce4-8d9cdae8efbc2.2[To be named][To be named]2.2.1On-Time TrainingPercentage_8a9c76ea-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Percentage of employee security training completed on-time Target: 100% Actual: 1002018-07-012019-06-30Base: 100% 1002018-07-01Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: Of the total number of SCDOR employees, the number of employees completing training on-time. ~ Meaningful Use of Measure: Continue to improve security governance and compliance.2.2.2Employment DenialsNumber_8a9c77bc-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Number of employment denials resulting from security screening Target: 0% 02018-07-012019-06-30Base: DNE 2018-07-01Actual: 2018-07-012019-06-30Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: Number of employees denied employment due to a failed security screening. ~ Meaningful Use of Measure: Continue to improve security governance and compliance.TechnologyUtilize advanced technology tools to prevent, detect and respond to threats_4815a246-1ac8-11e9-bce4-8d9cdae8efbc2.3[To be named][To be named]2.3.1Data BreachesNumber_8a9c78a2-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Number of data breaches Target: 0% 02018-07-012019-06-30Base: DNE 2018-07-01Actual: 2018-07-012019-06-30Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: Number of data breaches ~ Meaningful Use of Measure: Continue to improve security governance and compliance.2.3.2Website DefacementsNumber_8a9c7988-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Number of website defacements Target: 0% 02018-07-012019-06-30Base: DNE 2018-07-01Actual: 2018-07-012019-06-30Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: Number of website defacements ~ Meaningful Use of Measure: Continue to improve security governance and compliance.Customer CentricityProvide a customer-centric experience_4815a2d2-1ac8-11e9-bce4-8d9cdae8efbc3[To be named][To be named]ExpectationsIdentify and exceed customer expectations_4815a372-1ac8-11e9-bce4-8d9cdae8efbc3.1[To be named][To be named]3.1.1Expectations ExceededPercentage_8a9c7a6e-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Percentage of customers reporting their expectations were exceeded Target: DNE 2018-07-012019-06-30Base: DNE 2018-07-01Actual: 2018-07-012019-06-30Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: Pending survey design. Third party surveyor currently being procured. ~ Meaningful Use of Measure: Increase voluntary compliance 3.1.2Feedback MechanismsNumber_8a9c7b68-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Number of communication channels with established customer feedback mechanisms Target: DNE 2018-07-012019-06-30Base: DNE 2018-07-01Actual: 2018-07-012019-06-30Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: The number of SCDOR communication channels with customer feedback mechanisms. ~ Meaningful Use of Measure: Increase voluntary compliancePersonalizationPersonalize customer interactions_4815a408-1ac8-11e9-bce4-8d9cdae8efbc3.2[To be named][To be named]3.2.1Customer SatisfactionPercentage_8a9c7c62-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Increase customer satisfaction of the quality of service provided Target: DNE2018-07-012019-06-30Base: 74.50% 74.52018-07-01Actual: 2018-07-012019-06-30Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: Measure of the overall quality of services provided as reported by taxpayers surveyed after contact with SCDOR and by a third party. ~ Meaningful Use of Measure: Increase voluntary complianceSelf-ServiceEnhance "self service" options_4815a49e-1ac8-11e9-bce4-8d9cdae8efbc3.3[To be named][To be named]3.3.1Independent ResolutionsNumber_8a9c7d66-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Increase the number of taxpayers independently resolving their issue Target: DNE 2018-07-012019-06-30Base: DNE 2018-07-01Actual: 2018-07-012019-06-30Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: Increase number of taxpayers utilizing new "self service" options ~ Meaningful Use of Measure: Increase voluntary compliance3.3.2Self-Service OptionsNumber_8a9c7e74-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Number of new "self service" options offered to taxpayers Target: DNE 2018-07-012019-06-30Base: DNE 2018-07-01Actual: 2018-07-012019-06-30Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: Number of "self service" options offered to taxpayers ~ Meaningful Use of Measure: Increase voluntary complianceEngagement & Empowerment Engage and empower employees_4815a548-1ac8-11e9-bce4-8d9cdae8efbc4[To be named][To be named]Collaboration & DialogueBuild a community of collaboration and open dialogue_4815a5de-1ac8-11e9-bce4-8d9cdae8efbc4.1[To be named][To be named]4.1.1Employee Engagement_8a9c7f82-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Increase employee engagement Target: DNE 2018-07-012019-06-30Base: DNE 2018-07-01Actual: 2018-07-012019-06-30Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: Pending survey design. Third party surveyor currently being procured. ~ Meaningful Use of Measure: Employee satisfaction, retention, and productivity Employee ValueConnect employee's value to the mission_4815a674-1ac8-11e9-bce4-8d9cdae8efbc4.2[To be named][To be named]4.2.1Employee Empowerment_8a9c80a4-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Increase employee empowerment Target: DNE 2018-07-012019-06-30Base: DNE 2018-07-01Actual: 2018-07-012019-06-30Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: Pending survey design. Third party surveyor currently being procured. ~ Meaningful Use of Measure: Employee satisfaction, retention, and productivitySelf ImprovementEncourage self improvement_4815a71e-1ac8-11e9-bce4-8d9cdae8efbc4.3[To be named][To be named]4.3.1Employee Performance_8a9c81c6-1acc-11e9-b2f8-16845fbabdf6_682668a4-1ac8-11e9-b1a4-45a75fbabdf6Increase employee performance Target: DNE 2018-07-012019-06-30Base: DNE 2018-07-01Actual: 2018-07-012019-06-30Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: EPMS evaluations ~ Meaningful Use of Measure: Employee satisfaction, retention, and productivity_8a9c82f2-1acc-11e9-b2f8-16845fbabdf62018-07-012019-06-302019-01-18https://www.scstatehouse.gov/reports/aar2018/R440.pdf_8a9c840a-1acc-11e9-b2f8-16845fbabdf6OwenAmburOwen.Ambur@verizon.net