2010 Conference Session

Basics of Process Improvement

Now, more than ever government organizations are being asked to deliver improved collection results with either less, or at a minimum, no additional resources. As you think about the basics of process improvements, one of the biggest challenges can be the question, "How do I get started?"

The presentation will provide a framework for reviewing your current operations to identify opportunities for improvement by comparing your practices to other agencies. As part of this framework, it is important to think about using an outside individual to help you look at the forest, when you spend every day watering the trees.

In addition, the presentation will also discuss 10 specific process improvements that a number of Government agencies have successfully implemented that have resulted in increased collections. These are ideas that you can begin implementing immediately, something you can bring back to your organization.

Speaker: Ted London

Ted London is a Vice President and leader of CGI's Tax, Revenue and Collections Center of Excellence. In this capacity, he manages a team of Subject Matter Experts who focus on providing expertise to clients around the world to enhance their revenue and collections operations.

Mr. London is also a recognized subject matter expert with over 15 years of experience in collections, tax administration and audit business processes for Government. During this time, Mr. London has worked with more than 25 Federal, State, and Provincial agencies including the US Internal Revenue Service on the management of their collection and tax administration operations.

Mr. London has also led many efforts to estimate the level of revenues that will be generated from proposed initiatives, and in turn the measurement of the actual revenue generated from those initiatives.

Mr. London has made numerous presentations to major organizations including the Federation of Tax Administrators, the Organisation for Economic Co-Operation and Development (OECD), the North Eastern States Tax Officials Association (NESTOA), the Southeastern Association of Tax Administrators (SEATA), and the National Association of State Comptrollers (NASC).