Case Study: Kentucky Department of Revenue improves taxpayer service and boosts collections with CGI CACS-G

Kentucky Department of Revenue collects over $40 million with CGI

The Kentucky Department of Revenue faced challenges with its outdated, 1980s-era mainframe collection system, which relied on manual processes. This made it difficult to track the overwhelming number of cases, utilize tools like levies and liens efficiently, and provide timely customer service. To address this, they partnered with vendor CGI to upgrade to the newest version of CGI’s Computer Assisted Collection System for Government (CACS-G).

CGI’s CACS-G solution automated case management and many collection processes, introduced a self-service portal for taxpayers, and used predictive modeling to prioritize collector workloads. This implementation led to significant results for the Kentucky DOR, including over $40 million in new collections from an "Early Wins" component. Following the full go-live, the department recorded its highest single month for collections, attributing over $11.4 million in increased FY2015 revenue directly to the project.

Kentucky Department of Revenue