Case Study: Illinois Department of Revenue achieves improved taxpayer service and reduced costs with Napersoft

Illinois Department of Revenue Improves Taxpayer Service with Napersoft

The Illinois Department of Revenue, the state agency responsible for tax collection, needed to improve taxpayer service and reduce costs while handling exception-driven correspondence that required legally exact wording and personalized data. To meet these requirements, the department implemented Napersoft’s customer correspondence software as an integrated component of its Exceptions Processing System (EPS), providing formatted, auditable documents and online access for staff.

Napersoft’s solution automates document creation, enforces exact legal wording, and limits operator intervention to assigning error codes. The Napersoft system generates over 5,000 mostly two‑page documents per week, enables on‑line viewing by about 1,500 users, reduces paper, filing space, postage and time, and produces Statement of Account records that help prevent improper refund payments—delivering clear operational and cost savings.

Illinois Department of Revenue