Revving up Revenue's IT service requests

The Louisiana Department of Revenue has launched a business process management (BPM) system from Metastorm to help with its work administering state tax laws and collecting revenues to fund state services.

The solution has enabled the Department of Revenue to increase productivity and efficiency by developing a Web-enabled, streamlined, collaborative process for its IT service requests, Metastorm recently reported. Before implementing the new system, the agency had a manual process that lacked accountability and tracking. All requests were done by hand.

Barry Aucoin, deputy director of IT for the Louisiana Department of Revenue, says, "Metastorm BPM is helping us formalize our processes and allows us to keep our team focused and to better leverage resources to meet critical objectives. We look forward to expanding our use of it to automate additional processes in other areas of the agency, such as our Human Resources Division's new employee process."

The automated IT service request procedure results in fewer errors than with manual routing. It also has brought about improved cycle times and a greater ability to keep track of resources, according to Metastorm. Users now have access to real-time information, and managers can track work in progress to ensure deadlines are met.