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, Customer Support Center Section, and the Application Environment Support Section. The bureau manages most first contacts that the Division has with internal DOR staff that use DOR systems and with external customers that are using DOR technical services.

The Customer Support Center Section combines the Service Desk, Workstation Support and Telephony Support. The Service Desk handles problem calls from internal DOR staff. 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. 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.

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.

The Application Environment Support Section is responsible for providing the system of hardware, software and service components that support the department's business applications and information technology enabled processes. This section provides technical architecture, database, security, production services, server, network, telecommunications, and application environment support for the Department..

Application Services Bureau

There are four 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 two 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 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 DOR staff with data requests, that support fact based decision making.