Data-Driven Decisions for Improving Customer Service

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Pennsylvania Department of Revenue





Organization Overview:

Established in 1927, the mission of the Pennsylvania Department of Revenue is to fairly, efficiently, and accurately administer the tax laws and other revenue programs of the Commonwealth of Pennsylvania. On an annual basis, the department receives and collects all the Commonwealth of Pennsylvania General Fund tax revenue, which includes processing more than 10 million business and individual tax reports and payments annually. Additionally, the department is also responsible for administering the Pennsylvania Lottery, which remains the only state lottery that designates all its proceeds to programs that benefit older residents.

Project Name:

Data-Driven Decisions for Improving Customer Service
Project Type: 
Performance Management; Data Analysis

Project Overview:

As the mission of the Pennsylvania DOR is to fairly, efficiently, and accurately administer the tax laws and other revenue programs, it is crucial to provide exemplary customer service as part of that mission. In order to provide that customer service, DOR needs to make data-driven decisions. DOR has many types of data that can be used to measure customer service. Some typical parameters include the analysis of customer wait-time, timeliness of returns and refunds processing, clarity and guidance of the tax law, and continual improvement of technology. Our challenge lies in how to best analyze and market that data. The assistance of a Fels student would provide much needed support to help DOR learn from the customer service data how to identify methods of data collection and updated customer service metrics.

A report that

  1. Reviews our current data and sets parameters for the data in terms of customer service
  2. Offers suggestions for gathering additional customer service/experience data
  3. Presents an action plan for improvement for customer service, with data-driven decisions

The report will first outline the data available to the department and present a dashboard approach to presenting this data. Next the report will analyze the current response times of the department on key metrics. Finally, the report will recommend changes we can make to improve the department’s customer service in specific programs and across the agency, including updated practices and procedures and staff support.

Due to DOR’s size and wide array of programs, it is challenging to gather data that clearly explains response time needed and how that time is being met. This project is a great opportunity for a student to learn about state government data infrastructure and play a key role in creating a data-informed action plan to improve customer service.

Fels Institute of Government

The Fels Institute of Government
3814 Walnut St. 
Philadelphia, PA 19104

(215) 898-7326