ABSTRACT
This chapter presents a case study to describe the reengineering project and its targeted changes in the department's mainframe-based systems and in the Department of Revenue (DOR) functional orientation. The overall reengineering project involved three phases namely, vision and strategy, business process redesign and development and implementation. The result of the process redesign effort is a significantly streamlined sales tax system, the heart of which is the taxpayer registration and profiling process. The Information system management principles guiding the client/server development effort are also shared. The team designed and build a completely new system, based on a client/server architecture that would be flexible enough to meet the needs of the redesigned environment. The client/server architecture brings processing power and critical information to employees' desktops. It can also easily accommodate the multitude of exceptions and differences that DOR employees encounter from taxpayers as large as Northwest Airlines to those as small as traditional mom-and-pop businesses.
