Franchise Tax Board Held Second Quarter Meetings
On July 7, 2011, the board held its second meeting of the year. The agenda included updates on the second Voluntary Compliance Initiative (VCI 2) and filing season results. Terre Davis presented the VCI 2 update including a discussion of the timeframe for filing which begins Monday, August 1, and ends October 31, 2011. Filing Methods and Budgets Bureau Director, Phil Gray, gave an update of the results of the filing season. Eighty percent of individuals e-filed their return which was up five percent from the previous year, and the average refund was $840, up $120 from last year. Our taxpayer call center averaged a 10 minute wait time while the practitioner hotline's average wait time was nine minutes. This year the practitioner hotline answered 10,000 more calls than it did last year. Phil also provided the board with some of the positive comments and feedback we received on our virtual hold and live chat applications. The response to those features has been overwhelmingly positive.
Communications Services Bureau Director, Michelle Fallon, gave an enlightening presentation of our accomplishments using a blue path and red path analogy. The blue path, which represents taxpayers self compliance, is much cheaper and efficient for us to administer while bringing in the majority of the revenue. The red path, with its enforcement activity by us, brings in less revenue, takes longer, and is far more expensive. Michelle gave the Board examples of our customer service outreach efforts using the blue path, particularly into free social media like YouTube, Facebook, and Twitter.
Finally, the Board approved a regulation and several administrative matters before Deputy State Controller, Marcy Jo Mandel, presented Norman Scott with a proclamation of outstanding service. On June 24, 2011, National Business Audit Bureau Director, Norman Scott, left us after 16 years to accept an assignment as Director of Medi-Cal Litigation for the Department of Health Care Services.