Licensing and Revenue Project

About the Program

Category: Information Technology (Best in Category)

Year: 2018

The Licensing and Revenue division for Gwinnett County is responsible for regulating and licensing businesses within the County. Estimated revenue for Licensing and Revenue is approximately $35 million annually including occupational tax, alcohol license fees, applicable excises taxes, and other fees. Before redesigning their system, no changes or alterations were allowed. The system did not encompass adequate steps to achieve a moderate degree of success through research and thorough the following scoping processes: o Lack of transparency: o No account receivable per customer/license issued o Refunds issued through one-time vendor, customer account is not updated o No formalized methodologies o Lack of dunning process: o Uncollectable revenues were not transparent o No communication sent to customers for past due/balance due o System did not allow for human errors: o Issues needed to be addressed by IT team o No change history available for reporting o No integrated cashier system: o Lack of checks and balance during payment processing o No formal payment reversal process o IT intervention needed to correct errors /changes The objective for Licensing and Revenue was to streamline processes and utilize upgraded technologically to replace the manual administrative steps to improve effectiveness/productivity, decrease complexity, and reduce lag-time in fixing issues. To complete this, IT implemented: o Account receivables o Dunning procedures o Real-time payment posting to customer account via Cashiering System