Accountability Report: Fiscal Year 2018-2019South Carolina Department of RevenueSCDOR_48159a44-1ac8-11e9-bce4-8d9cdae8efbcW. Hartley PowellAgency DirectorThe 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-bce4-8d9cdae8efbc1BehaviorsCustomize compliance efforts based on taxpayer behaviors_48159d3c-1ac8-11e9-bce4-8d9cdae8efbc1.11.1.1 Increase voluntary tax and regulatory compliance Base: DNE Target: 90% Actual: Time 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 compliance1.1.2 Increase total tax and regulatory collections Base: 6.03% Target: See Calculation Method Actual: 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-bce4-8d9cdae8efbc1.21.2.1 Increase electronic tax and fee filings Base: 82% Target: 80% Actual: Time 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 compliance1.2.2 Increase electronic tax and fee payments Base: 86% Target: 80% Actual: Time 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-bce4-8d9cdae8efbc1.31.3.1 Increase resolution of taxpayer disputes Base: DNE Target: DNE Actual: Time 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-bce4-8d9cdae8efbc2Privacy, Fraud & SecurityMaintain a strong governance of privacy, anti-fraud, cyber and physical security_4815a0f2-1ac8-11e9-bce4-8d9cdae8efbc2.12.1.1 Percentage of privacy, fraud, cyber and physical security events detected and prevented Base: DNE Target: 100% Actual: Time 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.2.1.2 Percentage of external security assessments and audits passed successfully Base: 100% Target: 100% Actual: Time 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-bce4-8d9cdae8efbc2.22.2.1 Percentage of employee security training completed on-time Base: 100% Target: 100% Actual: Time 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.2.2.2 Number of employment denials resulting from security screening Base: DNE Target: 0% Actual: Time 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-bce4-8d9cdae8efbc2.32.3.1 Number of data breaches Base: DNE Target: 0% Actual: Time 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.2.3.2 Number of website defacements Base: DNE Target: 0% Actual: Time 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-bce4-8d9cdae8efbc3ExpectationsIdentify and exceed customer expectations_4815a372-1ac8-11e9-bce4-8d9cdae8efbc3.13.1.1 Percentage of customers reporting their expectations were exceeded Base: DNE Target: DNE Actual: Time 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 compliance3.1.2 Number of communication channels with established customer feedback mechanisms Base: DNE Target: DNE Actual: Time 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-bce4-8d9cdae8efbc3.23.2.1 "Increase customer satisfaction of the quality of service provided " Base: 74.50% Target: DNE Actual: Time 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-bce4-8d9cdae8efbc3.33.3.1 Increase the number of taxpayers independently resolving their issue Base: DNE Target: DNE Actual: Time 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 compliance3.3.2 Number of new "self service" options offered to taxpayers Base: DNE Target: DNE Actual: Time 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-bce4-8d9cdae8efbc4Collaboration & DialogueBuild a community of collaboration and open dialogue_4815a5de-1ac8-11e9-bce4-8d9cdae8efbc4.14.1.1 Increase employee engagement Base: DNE Target: DNE Actual: Time 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-bce4-8d9cdae8efbc4.24.2.1 Increase employee empowerment Base: DNE Target: DNE Actual: Time 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-bce4-8d9cdae8efbc4.34.3.1 Increase employee performance Base: DNE Target: DNE Actual: Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: EPMS evaluations ~ Meaningful Use of Measure: Employee satisfaction, retention, and productivity2018-07-012019-06-302019-01-18OwenAmburOwen.Ambur@verizon.net