Pennsylvania Department of Revenue

The 2021-2025 Strategic Plan for the Pennsylvania Department of Revenue focuses on funding programs and services to benefit all Pennsylvanians. Key priorities include transforming the customer service experience, modernizing systems to enhance tax and lottery administration, promoting voluntary tax compliance through education, communication, and service, and continually improving lottery sales and net profits. The plan also addresses barriers to human diversity, equity, and inclusivity, develops the workforce for current and future growth, uses data-informed decision making to manage operations, expands and promotes a sustainable Lean culture, and instills public confidence.

The 2016-2020 Strategic Plan for the Pennsylvania Department of Revenue focuses on supporting Governor Wolf's initiative to create a government that works. Key areas of focus include improving customer service through online self-service options and expanded communication channels, enhancing tax compliance through coordinated strategies, modernizing processes and technology, providing accurate revenue analysis, improving lottery sales, increasing public confidence through transparency, increasing organizational capacity through employee development, and promoting tax policies to improve the Commonwealth's tax administration. The plan aims to align with the overarching goals of Schools that Teach, Jobs that Pay.

The 2016-2020 Strategic Plan for the Pennsylvania Department of Revenue supports the overarching goals set forth by Governor Wolf: Schools that Teach, Jobs that Pay, and Government that Works. The plan focuses on improving service delivery through self-service options, enhancing tax compliance, modernizing processes and technology, providing accurate revenue analysis, improving lottery sales and profits, increasing public confidence through transparency, and increasing organizational capacity through staff development. Key initiatives include expanding online services, coordinating compliance strategies, implementing technology upgrades, and revising performance metrics to align with strategic goals.

The 2021-2025 Strategic Plan for Pennsylvania focuses on funding programs and services to benefit all Pennsylvanians through fair, efficient, and accurate tax and Lottery program administration. Key goals include addressing barriers to diversity, equity, and inclusion, transforming the customer service experience, instilling public confidence, and using data-informed decision-making. The plan emphasizes operational excellence, customer satisfaction, effective tax and Lottery administration, and an engaged and supported workforce. It aims to continually improve Lottery sales and net profits, promote voluntary tax compliance, develop the workforce, modernize systems, and expand a sustainable Lean culture. The vision is to be an innovative, customer-focused, and employee-centered agency.

The strategic plan focuses on several key goals, including transforming the customer service experience through self-service initiatives and simplifying tax processes, modernizing systems to enhance tax and lottery administration, promoting voluntary tax compliance through education and communication, and continually improving lottery sales and net profits. It also aims to address barriers to human diversity, equity, and inclusion, develop the workforce for current and future growth, use data-informed decision-making to manage operations, expand and promote a sustainable lean culture, and instill public confidence through transparent customer service and consistent application of the law. Additionally, the plan highlights past achievements from 2016-2020, such as improved customer service, enhanced tax compliance, and business process improvements.