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Division of Technology Services

Division Administrator: Richard Offenbecher
Telephone: (608) 261-2276
FAX: (608) 264-9923

The Division administers technology services for all parts of the department, including data administration, applications development, server & network support, workstation support, data collection and technology planning. The Division also establishes and manages information technology standards, policies, and guidelines that assure a secure environment for all electronic resources. This division does not handle tax questions or inquiries.

Customer Service Bureau

The Customer Service Bureau is comprised of the Data Capture Section and the Customer Support Center Section as well as Production Support and Telephony support. The bureau manages most first contacts that the Division has with internal DOR customers that use DOR systems and with external customers that are using DOR technical services.

The Customer Support Center Section combines the Help Desk and Workstation Support. The Help Desk handles problem calls from internal DOR customers. They are responsible for first level problem determination and resolution, and for escalating unresolved problems to the appropriate support areas for attention. Workstation Support is responsible for the selection, testing and support of desktop hardware, software and printers. They are also responsible for recommending the policies and procedures that govern the efficient use and support of the desktop environment.

The Data Capture Section is responsible for managing the scanning of paper returns and correspondence, validating the data captured from the forms, ensuring the quality of the data and ultimately making the data available for electronic transfer to DOR applications.

Production Support manages the agency's batch submittal processes including monitoring the quality of the outputs across the agency's production systems. In addition, they handle calls from external customers who are experiencing problems sending or receiving data from DOR. Telephony Support is responsible for a wide range of telecommunications products, tools, and services ranging from basic phones to complex call center technology and applications.

Application Environment Support Bureau

The Application Environment Support (AES) Bureau is responsible for providing the system of hardware, software and service components that support the department's business applications and information technology enabled processes. AES provides technical architecture, database, server, network, telecommunications, and application environment support for the Department.

Application Services Bureau

There are five sections within the Application Services Bureau. There are two sections dedicated specifically to division application development and support: the IS&E (Income Sales and Excise Tax) Section and the SLF (State and Local Finance) Section. Each of these sections supports the business areas by working on projects to incorporate tax processing and business processes into their respective business applications, as well as supporting the remaining legacy systems. The remaining three sections support the Department through various technologies and activities.

The Development Center Section establishes web-based application architecture and standards, manages the Department's internal and external web presence, Telefile support and development, and is responsible for developing most of our electronic commerce applications. The Development Center continues to expand the software and architecture required to support the Department's goal of receiving and sending as much data electronically as possible.

The Systems Requirements Section is responsible for supporting the Department's initiatives by collecting and documenting business requirements that support systems development projects, existing applications, RFP development and process improvement. For new projects and changes to existing applications, staff ensures that business users are satisfied the documented requirements accurately reflect the business need, are adequate for use in the design and analysis work, and are agreed to by the managers of the business areas affected. As the project continues through analysis, design, development, and testing, staff assists in assuring the initial business requirements and goals remain the focus of the effort. For existing processes and systems, staff act as business liaisons to help assure that enhancements and day-to-day operations are meeting the needs of the business area and the goals of the Department. An important aspect of the section's work is to keep stakeholders focused on the big picture and to coordinate efforts so enhancements for one business area do not negatively affect another business area.

The Business Intelligence Services Section provides information and data management enterprise-wide. The staff is responsible for aspects of data collection, data sharing and data interpretation. Staff are skilled across various data management tools and assist our internal business partners with data requests, that support fact based decision making. They help assure that new data collection efforts fit in the Department's data model, that an infrastructure for sharing data is in place, that business partners are trained in using the reporting tools, and that information or intelligence requests are correctly interpreted and satisfied. They are responsible for the Department's Operational Data Store and all related Data Warehouses or Data Marts. Information in the data warehouse environments is leveraged across divisions to improve business decisions and support daily work.

Division of Technology Services
Wisconsin Department of Revenue
2135 Rimrock Road
P.O. Box 8933 Mail Stop 4-224
Madison, WI 53708-8933
Telephone: (608) 261-2276 -- FAX: (608) 264-9923

Last updated August 25, 2011