Florida Department of Revenue Case Study

Division Conferences - April 2009

Abstract:Problem Statement (Define) – The Leesburg Service Center was not meeting the statewide current support collections target of 65%. As of July 31, 2003, we were at 57% and needed to increase our collections by a minimum of 8%. Proposed Outcome: If we receive timely, complete payments, it will improve customer satisfaction, increase federal incentive dollars, and meet our collection targets.

Keywords: Process Improvement - Quality Training