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Department of Taxes highlights IT modernization, low call wait times and ongoing property-tax work
Summary
The Department of Taxes told the committee its budget is driven by salaries, benefits and IT (about 90% of spending), highlighted strong phone service metrics (115,000 calls in 2025; average wait about 1:05), and described planned IT version upgrades and ongoing work on the property-tax system and vacancy challenges in compliance teams.
Andrew Stein, chief operating officer at the Department of Taxes, briefed the Ways & Means Committee on department priorities and upcoming IT work tied to the agency's budget request.
Stein said salaries, benefits and IT make up roughly 90% of the department's operating budget. "Salaries and benefits and IT account for 90% of our budget," he said, adding that the department has little discretionary room outside those categories.
On customer service measures, Stein said the…
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