As part of our drive to continually improve business process outcomes, the Florida Department of Revenue measures external customer satisfaction with certain DOR services from time to time. In the "Tell Us What You Think" customer-satisfaction survey findings below, the percentages reflect the four-point rating scale used in this survey, which ranges from poor (25 percent) to excellent (100 percent). Thus, a 75-percent rating reflects a rating of "good" from DOR customers. The Refunds Process Survey results below show in percentage terms the proportion of customers saying they were satisfied or very satisfied with DOR's performance in handling tax refunds in the General Tax Administration Program.
Tell Us What You Think
"Tell Us What You Think" customer-service survey cards are available at every DOR service center for both tax and child-support customers. Surveys continue to report generally good customer satisfaction, though satisfaction is higher with regard to tax matters than child support issues. DOR believes major enhancements to the child support enforcement program in 2005 will improve customer satisfaction over the next several years.
Overall Service Rating
2000-2001
2001-2002
2002-2003
Child Support Customers
80%
75%
74%
Cards Received
1,566
1,144
652
Taxpayer Satisfaction
98%
98%
97%
Cards Received
1,259
1,315
1,145
Refunds Process Earns Approval
Customer-satisfaction surveys continue to reflect high levels of satisfaction with this service.
2001
2002
2003
General Tax Refunds Process
89%
90%
87%
Audit Satisfaction Survey Results
The results below show how well DOR's audit process met responders' expectations in audits of sales and use tax and corporate income tax, and unemployment compensation tax. Audit quality survey results continue to report meeting or exceeding taxpayers' expectations on most measures. The Department is pursuing initiatives enhancing the use of electronic review of certain taxpayer records to assist auditors, drive down costs, reduce the length of time needed to conduct audits, and decrease disruptions in the taxpayer's business.
DOR Audit Quality Survey Results
Sales & Use Tax and Corporate Income Tax Audits: 431 surveyed
Expectations
Fell Below
Met
Exceeded
Promptness of the auditor in keeping appointments
1%
45%
54%
Lack of disruptions to your business by the auditor
15%
38%
47%
Length of time to conduct the audit
15%
34%
51%
Professionalism of the auditor
2%
23%
75%
Auditor's knowledge of the audit/tax laws
3%
31%
66%
Education you received about Florida's tax laws
4%
45%
51%
Auditor's explanation of any proposed adjustments
3%
41%
56%
Auditor's explanation of your appeal rights
2%
48%
50%
Your overall audit experience
2%
29%
69%
Unemployment Tax Audits: 5397 surveyed
Expectations
Fell Below
Met
Exceeded
Lack of disruptions to your business by the auditor
1%
28%
71%
Professionalism of the auditor
1%
18%
81%
Your overall audit experience
1%
24%
75%
The auditor's cooperation in scheduling the audit at a mutually agreeable time and place
0%
30%
70%
The explanation, prior to the audit, of the purpose of the audit
2%
41%
57%
The explanation of the records needed to complete the audit
1%
39%
60%
The explanation of the audit findings upon completion of the audit
2%
29%
69%
Customer Satisfaction and First Call Resolution Survey
DOR's Taxpayer Services Process, which provides a toll-free tax information line as well as other services, routinely measures customer satisfaction and first-call resolution. While customer satisfaction levels continue at extraordinarily high levels (the industry average for a high-performing call center is 85 percent), the trend has shifted downward in the last year. Call center volumes have increased 50 percent over the last three years, while staff has been reduced 12 percent.
To what extent do you agree that the information provided during your contacts with the department was:
FISCAL YEARS
1999-2000
2000-2001
2001-2002
2002-2003
2003-2004
% Strongly or somewhat agree
Understandable
97%
97%
96%
95%
93%
Complete
96%
96%
94%
96%
93%
Useful
96%
95%
94%
95%
93%
% Very or somewhat satisfied
Cards Received
97%
97%
95%
96%
93%
Revenue Collection Summary
Four Year Comparison of DOR Administered Tax Collections
FY 2000-01 through FY 2003-04 ($ Millions)
Actual Deposits
General Revenue Sources
2000-01
2001-02
2002-03
2003-04
1
Sales and Use Tax
16,615.4
16,369.6
16,670.1
18,420.1
2
Communications Services Tax
NA
1,332.9
2,004.2
2,058.6
3
Corporate Income and Excise Tax
1,325.0
1,218.9
1,226.9
1,345.8
4
Documentary Stamp Tax
1,322.1
1,587.2
2,022.3
2,667.4
5
Insurance Premium Tax
378.5
414.4
510.9
573.1
6
Intangible Tax B & D (annual)
454.0
427.6
346.2
261.7
7
Intangible Tax C
238.3
332.9
460.5
583.3
8
Estate Tax
767.3
751.6
558.9
383.0
9
Severance Tax - Oil & Gas
8.2
5.1
5.3
6.8
10
Severance Tax - Solid Mineral
39.0
35.0
41.4
37.3
11
Audit Clearing Account
179.6
189.5
173.1
184.5
12
Warrant Clearing Account
36.7
37.8
30.3
11.7
13
GR Sources - Refunds
-320.2
-405.1
-391.4
-371.3
Subtotal: GR
21,043.9
22,297.4
23,658.7
26,162.0
Other Tax Sources
14
Governmental Leasehold Tax
0.9
1.0
1.3
1.1
15
Fuel-Related Taxes and Fees
2,712.8
2,829.2
2,937.8
3,095.8
16
Gross Receipts Tax - Utility
724.6
517.4
403.6
445.6
17
Solid Waste Return Taxes
182.4
167.8
164.1
166.4
18
Warranty Fee (Lemon Law)
4.7
3.6
8.2
4.6
19
Miscellaneous
7.7
7.9
5.7
5.5
20
Other Sources – Refunds
-51.4
-50.1
-48.3
-60.3
21
Unemployment Tax **
440.1
594.7
680.0
935.3
Total DOR Administered Taxes
25,065.7
26,368.9
27,811.1
30,755.9
Annual Percent Change
5.2%
5.5%
10.6%
Growth over 4 years
22.7%
Distributions
General Revenue
17,600.7
18,013.5
18,365.2
20,085.9
State Trust Funds
3,461.1
3,732.5
4,031.7
4,431.4
Local
2,035.6
2,050.6
2,148.6
2,300.3
GTA Total Authorized FTE (June)
2,703
2,530
2,512
2,412
Annual Percent Change
-6.4%
-0.7%
-4.0%
Change over 4 years
-10.8%
A law change in FY 2001-2002 combined seven state and local communications taxes and fees under one tax law and shifted administration of this revenue source to DOR. This law change had the effect of showing revenues formerly stated as sales and use tax receipts as communications services tax receipts.
