Sunday, June 23, 2024
Hawai'i Free Press

Current Articles | Archives

Sunday, October 22, 2017
DoTax Leaves Fewer Callers in the Dust
By Tom Yamachika @ 5:00 AM :: 5680 Views :: Hawaii State Government, Hawaii Statistics, Taxes

Did DOTAX Turn the Corner on Customer Service?

by Tom Yamachika, President, Tax Foundation Hawaii

It’s about time for our annual review of the Department of Taxation and its customer service.  Let’s see how the Department did in the year ending June 30, 2016, as reflected in the Department’s annual report.

One notable improvement has been in the Department’s call answer rate.  If a practitioner or a taxpayer picks up the phone and calls the Department with a question, will a Department employee pick up the phone at all?  Last year the probability that the Department would answer the call was 43%, less than half.  In 2016 it jumped to 72%.  It’s a big improvement, but it still leaves one of four callers in the dust.

image

If the Department is unable to pick up the phone, at a minimum, there should be published guidance available so taxpayers can find their answers, either by themselves or with the help of tax professionals.  Tax practitioners should be able to advise their clients on what that guidance says, and in this way can help get the word out where the Department needs it most.  We counted different kinds of administrative guidance and saw the total dropping consistently over the last several years, but there was an uptick in 2016.  We also note that the Department recently put up for public hearing a few meaty packages of administrative rules, which should help taxpayers and practitioners.

The number of taxpayers who the Department assisted in person tumbled an average 10% a year during 2011-2015.  The number rose a little in 2016, snapping the streak.  The Department has said more taxpayers are e-filing and doing other things electronically, so they don’t have to visit the Department.  We were worried that the drop might be due to taxpayers getting nowhere and giving up.

We wish that the Department will continue to provide robust customer service, including coming out with timely guidance, and we hope that the legislative and executive branches of government can provide adequate resources for the Department to do so.

Links

TEXT "follow HawaiiFreePress" to 40404

Register to Vote

2aHawaii

Aloha Pregnancy Care Center

AntiPlanner

Antonio Gramsci Reading List

A Place for Women in Waipio

Ballotpedia Hawaii

Broken Trust

Build More Hawaiian Homes Working Group

Christian Homeschoolers of Hawaii

Cliff Slater's Second Opinion

DVids Hawaii

FIRE

Fix Oahu!

Frontline: The Fixers

Genetic Literacy Project

Grassroot Institute

Habele.org

Hawaii Aquarium Fish Report

Hawaii Aviation Preservation Society

Hawaii Catholic TV

Hawaii Christian Coalition

Hawaii Cigar Association

Hawaii ConCon Info

Hawaii Debt Clock

Hawaii Defense Foundation

Hawaii Family Forum

Hawaii Farmers and Ranchers United

Hawaii Farmer's Daughter

Hawaii Federation of Republican Women

Hawaii History Blog

Hawaii Jihadi Trial

Hawaii Legal News

Hawaii Legal Short-Term Rental Alliance

Hawaii Matters

Hawaii Military History

Hawaii's Partnership for Appropriate & Compassionate Care

Hawaii Public Charter School Network

Hawaii Rifle Association

Hawaii Shippers Council

Hawaii Together

HiFiCo

Hiram Fong Papers

Homeschool Legal Defense Hawaii

Honolulu Navy League

Honolulu Traffic

House Minority Blog

Imua TMT

Inouye-Kwock, NYT 1992

Inside the Nature Conservancy

Inverse Condemnation

July 4 in Hawaii

Land and Power in Hawaii

Lessons in Firearm Education

Lingle Years

Managed Care Matters -- Hawaii

MentalIllnessPolicy.org

Missile Defense Advocacy

MIS Veterans Hawaii

NAMI Hawaii

Natatorium.org

National Parents Org Hawaii

NFIB Hawaii News

NRA-ILA Hawaii

Obookiah

OHA Lies

Opt Out Today

Patients Rights Council Hawaii

Practical Policy Institute of Hawaii

Pritchett Cartoons

Pro-GMO Hawaii

RailRipoff.com

Rental by Owner Awareness Assn

Research Institute for Hawaii USA

Rick Hamada Show

RJ Rummel

School Choice in Hawaii

SenatorFong.com

Talking Tax

Tax Foundation of Hawaii

The Real Hanabusa

Time Out Honolulu

Trustee Akina KWO Columns

Waagey.org

West Maui Taxpayers Association

What Natalie Thinks

Whole Life Hawaii