Case Study: Illinois Department of Revenue achieves better service, lower costs, and improved taxpayer compliance with Oracle Service Cloud

Illinois Department of Revenue Uses Multichannel Contact Center to Improve Service, Cost-Efficiency, and Taxpayer Compliance

The Illinois Department of Revenue (IDOR), which collects state and local taxes and oversees property tax assessments in Illinois, faced rising inbound call and email volumes and needed a centralized, cloud-based customer management system. The agency sought to improve contact-center productivity by giving staff rapid access to institutional knowledge, expand taxpayer self-service, and ensure accurate, consistent responses despite frequent tax-code changes.

IDOR implemented Oracle Service Cloud (RightNow) to create a central knowledge base and multichannel contact center, building more than 500 Q&A pairs and exposing them via an intuitive web interface with an automated top‑20 question list. The solution reduced hold and call-processing times, enabled less experienced agents to provide expert answers, produced reports that highlighted confusing tax-code areas for corrective action, automated practitioner newsletters, integrated with on‑premises systems, and delivered quick implementation and cost efficiencies through per‑user pricing.

Illinois Department of Revenue