SCDOR Accountability Report: Fiscal Year 2018-2019 South Carolina Department of Revenue SCDOR Organization_7943ff97-41dd-4cef-9e87-da76c02f566a W. Hartley Powell Agency Director The South Carolina Department of Revenue strives to be an innovative and trustworthy service partner for all stakeholders. Vision_4b434460-7b1c-4e5e-bda7-f0cf107b99db To 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. Mission_4b434460-7b1c-4e5e-bda7-f0cf107b99db unnamed value Compliance Increase tax and regulatory compliance Goal_7c565c28-2781-4290-8b37-b343adea162b 1 [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] Behaviors Customize compliance efforts based on taxpayer behaviors Objective_13fc060b-2ae1-4c5b-8069-0a17a0515cf2 1 [To be named] [To be named] 1 Compliance Percentage PerformanceIndicator_6224d920-577b-4068-bb77-1e7c8fb2fed6 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 compliance 2018-07-01 0 Base: DNE 2018-07-01 2019-06-30 90 Increase voluntary tax and regulatory compliance Target: 90% Actual: 106304b2-f25c-4290-b4e9-71bb5c3194c8 1 Collections Increase Percentage PerformanceIndicator_119d40a1-9249-49c7-90ed-1147359dfcd0 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 compliance 2018-07-01 0 Base: 6.03% 2018-07-01 2019-06-30 0 Increase total tax and regulatory collections Target: See Calculation Method 18c20e81-6cfb-4c06-a226-6758f05558de Methods Offer simple, taxpayer centered compliance methods Objective_3455494d-8fab-44ae-b4a8-e5c33957a4d4 2 [To be named] [To be named] 1 Electronic Filings Increase Percentage PerformanceIndicator_a322eb18-8c6a-43b6-bb99-a2dcad5151f2 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 compliance 2018-07-01 0 Base: 82% 2018-07-01 2019-06-30 80 Increase electronic tax and fee filings Target: 80% 2018-07-01 2019-06-30 0 Actual: 3e66409c-4b4a-4abb-9221-2d19ba60d091 1 Electronic Payments Percentage PerformanceIndicator_cca2ba59-bdde-4994-a4cd-fa1f75b0a404 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 compliance 2018-07-01 86 Base: 86% 2018-07-01 2019-06-30 0 Actual: 2018-07-01 2019-06-30 80 Increase electronic tax and fee payments Target: 80% 6bff23de-45b2-419f-a6ac-f96bbe34632c Noncompliance Identify and pursue noncompliant taxpayers Objective_71d742a2-c75c-4b9f-a423-3d2dcc96410e 3 [To be named] [To be named] 1 Dispute Resolution Increase PerformanceIndicator_a64b4de3-5bfa-4ee9-95ed-98d71fd4c90a 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 compliance 2018-07-01 0 Base: DNE 2018-07-01 2019-06-30 0 Actual: 2018-07-01 2019-06-30 0 Increase resolution of taxpayer disputes Target: DNE 17c6e90e-e168-482e-80f0-922ed8abe556 Security Ensure a secure environment Goal_097efa0d-2d3a-4724-adc3-2f96f5f17e23 2 [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] Privacy, Fraud & Security Maintain a strong governance of privacy, anti-fraud, cyber and physical security Objective_9f65f67b-d263-4bf3-aa81-623852016e8d 1 [To be named] [To be named] 1 Successful Assessments & Audits Percentage PerformanceIndicator_ec8c426c-f516-4613-bdd5-8abc39ef609e 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. 2018-07-01 0 Base: 100% 2018-07-01 2019-06-30 100 Percentage of external security assessments and audits passed successfully Target: 100% 2018-07-01 2019-06-30 0 Actual: 540c7631-e6c4-4fef-bb3c-5845875ddbb8 1 Events Detected & Prevented Percentage PerformanceIndicator_8ca2e97c-81aa-451a-bbd9-bf53b2cff413 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. 2018-07-01 0 Base: DNE 2018-07-01 2019-06-30 0 Percentage of privacy, fraud, cyber and physical security events detected and prevented Target: 100% 2018-07-01 2019-06-30 0 Actual: c67dbebb-64a9-4492-b94d-7ef1252bcbc4 Workforce Ensure workforce security through screening, training, and skill development Objective_ffbd8567-b321-4ac8-a088-56fd801c1e8d 2 [To be named] [To be named] 1 On-Time Training Percentage PerformanceIndicator_5d9edc0b-cec5-41e3-9c14-582ebe58ba9f 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. 2018-07-01 100 Base: 100% 2018-07-01 2019-06-30 100 Percentage of employee security training completed on-time Target: 100% Actual: bcc48b8a-d011-48eb-a46c-bf997539c7df 1 Employment Denials Number PerformanceIndicator_3b941fb4-8825-4c33-aea9-3e8c7c0b91c6 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. 2018-07-01 0 Base: DNE 2018-07-01 2019-06-30 0 Number of employment denials resulting from security screening Target: 0% 2018-07-01 2019-06-30 0 Actual: fc15ab52-5f47-4300-9b8e-65ebb21da63f Technology Utilize advanced technology tools to prevent, detect and respond to threats Objective_09f9daf0-46f9-4f8c-84f8-a39002cd0082 3 [To be named] [To be named] 1 Data Breaches Number PerformanceIndicator_2ea3b11c-e6df-4bde-a864-a1f14253ce83 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. 2018-07-01 0 Base: DNE 2018-07-01 2019-06-30 0 Actual: 2018-07-01 2019-06-30 0 Number of data breaches Target: 0% b459649f-9ee2-4d13-918e-b2e674c9643c 1 Website Defacements Number PerformanceIndicator_23644b59-1c46-4fd7-b581-02615567c352 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. 2018-07-01 0 Base: DNE 2018-07-01 2019-06-30 0 Actual: 2018-07-01 2019-06-30 0 Number of website defacements Target: 0% 23c1f527-2f3a-4877-b579-5509188f5f5d Customer Centricity Provide a customer-centric experience Goal_ec563224-59b0-4aa7-ae6f-c9684816c105 3 [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] Expectations Identify and exceed customer expectations Objective_c9c7022f-ba8c-4e98-b1b0-6f1b70cd8bc5 1 [To be named] [To be named] 1 Expectations Exceeded Percentage PerformanceIndicator_4d658d82-fd68-4758-834b-9aa84256de03 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 compliance 2018-07-01 0 Base: DNE 2018-07-01 2019-06-30 0 Actual: 2018-07-01 2019-06-30 0 Percentage of customers reporting their expectations were exceeded Target: DNE 0b893bf3-5916-4529-bf2e-8de286227e32 1 Feedback Mechanisms Number PerformanceIndicator_539d01de-da20-4abb-b30f-2b9ba6966fe1 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 compliance 2018-07-01 0 Base: DNE 2018-07-01 2019-06-30 0 Number of communication channels with established customer feedback mechanisms Target: DNE 2018-07-01 2019-06-30 0 Actual: bd0f7bee-d3ac-4354-b015-de8117bbd596 Personalization Personalize customer interactions Objective_56cbe86b-d701-407c-9926-f60347723a79 2 [To be named] [To be named] 1 Customer Satisfaction Percentage PerformanceIndicator_1c1c5f19-5368-4908-a2eb-bab6fc0555a5 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 compliance 2018-07-01 74.5 Base: 74.50% 2018-07-01 2019-06-30 0 Increase customer satisfaction of the quality of service provided Target: DNE 2018-07-01 2019-06-30 0 Actual: 7ff669d9-3822-4efa-bc6d-e9bbb5e6af9e Self-Service Enhance "self service" options Objective_8f8600c8-15d4-4fc1-86af-5e12bb0e711e 3 [To be named] [To be named] 1 Self-Service Options Number PerformanceIndicator_9a2e810f-27b9-485c-9452-40383f27758a 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 compliance 2018-07-01 0 Base: DNE 2018-07-01 2019-06-30 0 Actual: 2018-07-01 2019-06-30 0 Number of new "self service" options offered to taxpayers Target: DNE 95a8ed7e-c32b-4ade-b050-e3380ebebf5b 1 Independent Resolutions Number PerformanceIndicator_d094eace-ce8d-4ed3-a6c9-07383ff2e086 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 compliance 2018-07-01 0 Base: DNE 2018-07-01 2019-06-30 0 Actual: 2018-07-01 2019-06-30 0 Increase the number of taxpayers independently resolving their issue Target: DNE 5a115ee7-591d-43cc-8a0d-3ed3e325a88b Engagement & Empowerment Engage and empower employees Goal_71be4748-a1cf-474e-a0f4-412665ae623c 4 [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] [To be named] Collaboration & Dialogue Build a community of collaboration and open dialogue Objective_2481da6b-56ef-4e50-9f52-184c875d711b 1 [To be named] [To be named] 1 Employee Engagement PerformanceIndicator_b5fd8763-ae8e-4d6f-b1d8-8e91fca0ba64 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 2018-07-01 0 Base: DNE 2018-07-01 2019-06-30 0 Actual: 2018-07-01 2019-06-30 0 Increase employee engagement Target: DNE b20f446c-7f50-4a2b-b38d-87d2f1f7017a Employee Value Connect employee's value to the mission Objective_3a248166-ca40-4720-a688-03b6be2ac247 2 [To be named] [To be named] 1 Employee Empowerment PerformanceIndicator_2065b3d7-90a4-4567-b73f-0a330d76f1bc 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 2018-07-01 0 Base: DNE 2018-07-01 2019-06-30 0 Increase employee empowerment Target: DNE 2018-07-01 2019-06-30 0 Actual: 3a6d1787-a9e7-4322-84ca-ea0445b569d3 Self Improvement Encourage self improvement Objective_7edb8d6b-6908-49dd-9bb5-1923e25f6e5c 3 [To be named] [To be named] 1 Employee Performance PerformanceIndicator_813a9a3f-d521-4b07-bf1b-2d11ca17e957 Time Applicable: Fiscal Year SCDOR Master Performance Metric Dashboard ~ Calculation Method: EPMS evaluations ~ Meaningful Use of Measure: Employee satisfaction, retention, and productivity 2018-07-01 0 Base: DNE 2018-07-01 2019-06-30 0 Actual: 2018-07-01 2019-06-30 0 Increase employee performance Target: DNE 17e9a6a1-5da1-479f-9f38-72897cb3177e StrategyPlan_4b434460-7b1c-4e5e-bda7-f0cf107b99db 2018-07-01 2019-06-30 2025-12-23 https://www.stratnavapp.com/StratML/Part2/4b434460-7b1c-4e5e-bda7-f0cf107b99db/Styled Submitter_4b434460-7b1c-4e5e-bda7-f0cf107b99db Owen Ambur