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New Vermont tax commissioner emphasizes service, staffing and technology
Summary
Bill Shouldice, the newly named commissioner of the Vermont Department of Taxes, introduced himself to the Ways & Means committee and said he plans to prioritize public service, staff culture and technology stability while supporting legislative work on education funding this session.
Bill Shouldice, the new commissioner of the Vermont Department of Taxes, introduced himself to the Joint Ways & Means Committee on March 11, saying the department’s staff, culture and technology readiness were key reasons he accepted the post.
“Service is really what we do,” Shouldice said as he described his approach to running the department. He told the committee he was impressed by an employee satisfaction survey showing 80 percent or higher approval and by recent technology work completed in coordination with IRS security standards.
Shouldice, who described a long private- and public-sector career in Vermont that included service as deputy and then secretary of commerce, said those factors freed him to focus on public policy questions the department faces this legislative session, including implementation of any changes the legislature enacts.
The committee’s chairs invited questions about customer service and the department’s capacity to handle taxpayer inquiries. Shouldice said the tax department will prioritize: hiring critical thinkers, strong people management, subject-matter expertise for the department’s call center and improved feedback mechanisms to learn why service interactions fall short.
He told senators and representatives that making compliance “self-evident” through clear communication and timely guidance will be a priority around any new legislation so taxpayers and accountants can file correctly.
Committee members cautioned him that state tax offices often receive direct complaints about federal matters and urged preparation for taxpayer confusion if service at the IRS deteriorates. Shouldice acknowledged the risk and said the department will aim to distinguish state and federal responsibilities in its communications.
No formal action or vote on his nomination was recorded during the session; committee members indicated the department will follow the committee’s usual confirmation process.
The committee recessed briefly for members to meet Shouldice informally after his remarks.
