~90%
YoY reduction in email inquiries
>85%
faster case resolution time
12K–15K
cases handled monthly
Client Intro
A state tax agency serves millions of taxpayers, overseeing tax collection, compliance, and public financial services.
As inquiry volumes increased, the agency needed a modern, scalable way to manage taxpayer requests, improve response times, and deliver consistent service across channels.
DMI partnered with the agency to modernize taxpayer engagement using ServiceNow.
Challenge
For years, the agency relied on a single phone number and shared email inboxes to support taxpayers. As demand grew, staff struggled with repeated follow-ups, long response times, and limited visibility into open requests.
Calls required manual tracking, while unresolved issues often pushed taxpayers toward in-person visits.
Without a unified system to log, prioritize, and track cases, employees managed work across emails, spreadsheets, and legacy tools.
As inquiry volumes increased — especially during peak tax periods — the agency needed a scalable platform to centralize interactions and improve service delivery.
Solution
DMI implemented a modern taxpayer support platform using ServiceNow Government Cloud (GCC), with Customer Service Management (CSM) capabilities supporting taxpayer engagement and case management.
The platform was supported by core ITSM and infrastructure capabilities focused on asset visibility, operational resilience, and reliable service delivery.
Taxpayer inquiries now enter through omnichannel intake, including telephony and digital portals, and are automatically routed using advanced work assignment and skill-based routing.
DMI configured tailored agent workspaces, knowledge management systems, and taxpayer portals, enabling faster resolution and consistent service delivery.
Integrations with Genesys Cloud telephony, Azure AD identity services, and Tanium-powered CMDB created a connected operational ecosystem.
Technologies and Capabilities
ServiceNow Government Cloud (GCC)
Customer Service Management (CSM)
IT Service Management (ITSM)
Omnichannel case management and routing
Taxpayer and internal service portals
Knowledge management and agent assist
Genesys Cloud (telephony / CTI)
Azure AD (identity / SSO)
Impact
The agency transformed a fragmented support model into a centralized, data-driven service platform.
Taxpayer requests are now automatically logged, routed, and tracked across departments, improving accountability and transparency.
Employees gained faster access to information, clearer ownership of cases, and improved visibility into request status.
Standardized workflows reduced manual effort and enabled faster resolution — even as inquiry volumes increased.
The platform also enhanced operational reporting, allowing leadership to monitor performance and continuously improve service delivery.
With DMI’s ongoing management and optimization, the agency now delivers a more responsive, scalable, and consistent taxpayer experience.
About DMI
DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides onsite and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI’s commitment to excellence in service delivery has resulted in dramatic growth, with clients among all fifteen U.S. Federal Departments and hundreds of Fortune 1000 companies.