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Strategic performance metrics

The Tax Department publishes strategic metrics that support its goal of promoting government transparency and accountability to taxpayers. These metrics are posted on a quarterly basis. Each new fiscal year, all strategic metrics are reviewed and updated as necessary to reflect current operations and best practices. 

Strategic performance metrics by fiscal year

2025–2026

Fiscal year to date through June 2025
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through June 2025, 49.8% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through June 2025, an average of 33.6% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.  Through June 2025, an average of 67.7% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through June 2025, 100% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing.  Through June 2025, 100% of personal income tax paper refunds were issued timely. 

Fiscal year to date through September 2025 
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.   Through September 2025, 61.8% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through September 2025, an average of 30.9% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.  Through September 2025, an average of 71.7% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through September 2025, 100% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing.  Through September 2025, 100% of personal income tax paper refunds were issued timely. 

2024–2025

Fiscal year to date through June 2024
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through June 2024, 47.4% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through June 2024, an average of 27.7% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.  Through June 2024, an average of 43.1% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through June 2024, 100% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing.  Through June 2024, 100% of personal income tax paper refunds were issued timely. 

Fiscal year to date through September 2024
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.   Through September 2024, 50.2% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through September 2024, an average of 32.6% of written inquiries regarding personal income tax were resolved within 90 days. 
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.  Through September 2024, an average of 50.6% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through September 2024, 99.9% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing.  Through September 2024, 99.9% of personal income tax paper refunds were issued timely. 

Fiscal year to date through December 2024
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through December 2024, 65.0% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through December 2024, an average of 30.7% of written inquiries regarding personal income tax were resolved within 90 days. 
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.  Through December 2024, an average of 53.5% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through December 2024, 99.9% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing.  Through December 2024, 99.9% of personal income tax paper refunds were issued timely. 

Fiscal year to date through March 2025 
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.    Through March 2025, 62.4% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through March 2025, an average of 39.4% of written inquiries regarding personal income tax were resolved within 90 days. 
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.   Through March 2025, an average of 52.1% of written inquiries regarding business tax were resolved within 90 days.
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through March 2025, 99.3% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing.  Through March 2025, 99.9% of personal income tax paper refunds were issued timely. 

2023–2024

Fiscal year to date through June 2023
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through June 2023, 56.5% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through June 2023, an average of 28.4% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.  Through June 2023, an average of 70.2% of written inquiries regarding business tax were resolved within 90 days.
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through June 2023, 99.9% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing. Through June 2023, 99.9% of personal income tax paper refunds were issued timely.

Fiscal year to date through September 2023
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.   Through September 2023, 59.1% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through September 2023, an average of 25.3% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.  Through September 2023, an average of 67.5% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through September 2023, 99.9% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing.  Through September 2023, 99.9% of personal income tax paper refunds were issued timely. 

Fiscal year to date through December 2023
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through December 2023, 65.5% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.   Through December 2023, an average of 23% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.  Through December 2023, an average of 63.4% of written inquiries regarding business tax were resolved within 90 days.
Issue 75% of personal income tax electronic refunds within 30 days of filing.   Through December 2023, 99.9% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing.  Through December 2023, 99.9% of personal income tax paper refunds were issued timely.  

Fiscal year to date through March 2024
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.   Through March 2024, 53.6% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through March 2024, an average of 23.6% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.    Through March 2024, an average of 59.0% of written inquiries regarding business tax were resolved within 90 days.
Issue 75% of personal income tax electronic refunds within 30 days of filing. Through March 2024, 99.9% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing. Through March 2024, 99.9% of personal income tax paper refunds were issued timely.

2022–2023

Fiscal year to date through June 2022
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through June 2022, 47.9% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through June 2022, an average of 61% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.   Through June 2022, an average of 81.7% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing.   Through June 2022, 99.9% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing.  Through June 2022, 100% of personal income tax paper refunds were issued timely. 

Fiscal year to date through September 2022
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through September 2022, 58.5% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.   Through September 2022, an average of 55.4% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.  Through September 2022, an average of 78.8% of written inquiries regarding business tax were resolved within 90 days.
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through September 2022, 99.4% of personal income tax electronic refunds were issued timely.
Issue 75% of personal income tax paper refunds within 30 days of filing.   Through September 2022, 100% of personal income tax paper refunds were issued timely. 

Fiscal year to date through December 2022
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through December 2022, 65.4% of telephone inquiries were answered within 5 minutes.  
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.    Through December 2022, an average of 38.6% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.   Through December 2022, an average of 77.2% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through December 2022, 99.5% of personal income tax electronic refunds were issued timely.
Issue 75% of personal income tax paper refunds within 30 days of filing. Through December 2022, 100% of personal income tax paper refunds were issued timely.

Fiscal year to date through March 2023
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.   Through March 2023, 54.6% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through March 2023, an average of 37.7% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.     Through March 2023, an average of 75.9% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through March 2023, 99.7% of personal income tax electronic refunds were issued timely.
Issue 75% of personal income tax paper refunds within 30 days of filing. Through March 2023, 98.9% of personal income tax paper refunds were issued timely. 

2021–2022

Fiscal year to date through June 2021
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through June 2021, 59.2% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.   Through June 2021, an average of 70.9% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.   Through June 2021, an average of 77.9% of written inquiries regarding business tax were resolved within 90 days.
Issue 75% of personal income tax electronic refunds within 30 days of filing. Through June 2021, 89.8% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing. Through June 2021, 85.1% of personal income tax paper refunds were issued timely. 

Fiscal year to date through September 2021
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through September 2021, 75.7% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.   Through September 2021, an average of 56.1% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.   Through September 2021, an average of 73.7% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through September 2021, 90.2% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing.  Through September 2021, 85.5% of personal income tax paper refunds were issued timely.

Fiscal year to date through December 2021
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through December 2021, 69.1% of telephone inquiries were answered within 5 minutes.
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.   Through December 2021, an average of 52.6% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.    Through December 2021, an average of 68.3% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through December 2021, 90.7% of personal income tax electronic refunds were issued timely.
Issue 75% of personal income tax paper refunds within 30 days of filing. Through December 2021, 85.8% of personal income tax paper refunds were issued timely. 

Fiscal year to date through March 2022
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.   Through March 2022, 63.2% of telephone inquiries were answered within 5 minutes.  
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through March 2022, an average of 49.5% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.     Through March 2022, an average of 67.4% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing. Through March 2022, 94.2% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing. Through March 2022, 87.6% of personal income tax paper refunds were issued timely.  

2020–2021

Fiscal year to date through June 2020
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.   Through June 2020, 87.6% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through June 2020, an average of 95.6% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.    Through June 2020, an average of 79.4% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through June 2020, 97.4% of personal income tax electronic refunds were issued timely.  
Issue 75% of personal income tax paper refunds within 30 days of filing. Through June 2020, 97.9%of personal income tax paper refunds were issued timely.  

Fiscal year to date through September 2020
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through September 2020, 83.6% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through September 2020, an average of 98.4% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.   Through September 2020, an average of 81.2% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through September 2020, 97.8% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing. Through September 2020, 97.6% of personal income tax paper refunds were issued timely. 

Fiscal year to date through December 2020
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through December 2020, 77.7% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.    Through December 2020, an average of 89.9% of written inquiries regarding personal income tax were resolved within 90 days.  
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.    Through December 2020, an average of 81.5% of written inquiries regarding business tax were resolved within 90 days.  
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through December 2020, 97.1% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing.  Through December 2020, 97.1% of personal income tax paper refunds were issued timely. 

Fiscal year to date through March 2021
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.   Through March 2021, 75.6% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through March 2021, an average of 78.6% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.     Through March 2021, an average of 78.9% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through March 2021, 97% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing. Through March 2021, 95.8% of personal income tax paper refunds were issued timely. 

2019–2020

Fiscal year to date through June 2019
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through June 2019, 65.1% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through June 2019, an average of 73.4% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.    Through June 2019, an average of 97.9% of written inquiries regarding business tax were resolved within 90 days.  
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through June 2019, 99.3% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing.  Through June 2019, 99.6% of personal income tax paper refunds were issued timely. 

Fiscal year to date through September 2019
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through September 2019, 68.8% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through September 2019, an average of 62.3% of written inquiries regarding personal income tax were resolved within 90 days. 
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.   Through September 2019, an average of 95.9% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through September 2019, 99% of personal income tax electronic refunds were issued timely.  
Issue 75% of personal income tax paper refunds within 30 days of filing.  Through September 2019, 99.1% of personal income tax paper refunds were issued timely. 

Fiscal year to date through December 2019
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through December 2019, 68.6% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.    Through December 2019, an average of 65.8% of written inquiries regarding personal income tax were resolved within 90 days. 
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.     Through December 2019, an average of 90.6% of written inquiries regarding business tax were resolved within 90 days.  
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through December 2019, 98.6% of personal income tax electronic refunds were issued timely.
Issue 75% of personal income tax paper refunds within 30 days of filing.   Through December 2019, 98.1% of personal income tax paper refunds were issued timely. 

Fiscal year to date through March 2020
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.   Through March 2020, 68.8% of telephone inquiries were answered within 5 minutes. 
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.  Through March 2020, an average of 70.6% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.     Through March 2020, an average of 88% of written inquiries regarding business tax were resolved within 90 days. 
Issue 75% of personal income tax electronic refunds within 30 days of filing.  Through March 2020, 98.1% of personal income tax electronic refunds were issued timely. 
Issue 75% of personal income tax paper refunds within 30 days of filing. Through March 2020, 98.6% of personal income tax paper refunds were issued timely.

2018–2019

Fiscal year to date through June 2018
Strategic metric Status
Answer 85% of all Consolidated Contact Center inquiries within an average of 5 minutes.  Through June 2018, 41% of telephone inquiries were answered within 5 minutes.   
Issue all tax forms and instructions on time with 100% accuracy.   Through June 2018, 100% of 106 tax forms and instructions were issued timely and accurately.  
Resolve 85% of written PIT inquiries (including liability resolutions) within 90 days.   Through June 2018, an average of 43.9% of written inquiries regarding personal income tax were resolved within 90 days.   
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.   Through June 2018, an average of 83.1% of written inquiries regarding business tax were resolved within 90 days.   

Fiscal year to date through September 2018
Strategic metric Status
Answer 85% of all TCC inquiries within an average of 5 minutes.    Through September 2018,51.8% of telephone inquiries were answered within 5 minutes.  
Issue all tax forms and instructions on time with 100% accuracy.  Through September 2018, 100% of 209 tax forms and instructions were issued timely and accurately. 
Resolve 85% of written PIT inquiries (including liability resolutions) within 90 days.  Through September 2018, an average of 47.5% of written inquiries regarding personal income tax were resolved within 90 days.   
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.  Through September 2018, an average of 84% of written inquiries regarding business tax were resolved within 90 days. 

Fiscal year to date through December 2018
Strategic metric Status
Answer 85% of all TCC inquiries within an average of 5 minutes.   Through December 2018, 51.8% of telephone inquiries were answered within 5 minutes. 
Issue all tax forms and instructions on time with 100% accuracy.     Through December 2018, 99.9% of 667 tax forms and instructions were issued timely and accurately.   
Resolve 85% of written PIT inquiries (including liability resolutions) within 90 days.   Through December 2018, an average of 46.8% of written inquiries regarding personal income tax were resolved within 90 days.   
Resolve 85% of written business inquiries (including liability resolutions) within 90 days. Through December 2018, an average of 85.4% of written inquiries regarding business tax were resolved within 90 days.

Fiscal year to date through March 2019
Strategic metric Status
Answer 85% of all Contact Center Division inquiries within an average  of 5 minutes.    Through March 2019, 62.8% of telephone inquiries were answered within 5 minutes.   
Issue all tax forms and instructions on time with 100% accuracy.  Through March 2019, 99.9% of 985 tax forms and instructions were issued timely and accurately.  
Resolve 85% of written personal income tax inquiries (including liability resolutions) within 90 days.    Through March 2019, an average of 41.5% of written inquiries regarding personal income tax were resolved within 90 days.  
Resolve 85% of written business inquiries (including liability resolutions) within 90 days. Through March 2019, an average of 85.6% of written inquiries regarding business tax were resolved within 90 days. 

2017–2018

Fiscal year to date through June 2017
Strategic metric Status
Answer 85% of all TCC inquiries within an average of 5 minutes.    Through June 2017, 42.7% of telephone inquiries were answered within 5 minutes.     
Issue all tax forms and instructions on time with 100% accuracy.   Through June 2017, 100% of 123 tax forms and instructions were issued timely and accurately.   
Resolve 95% of written PIT inquiries (including liability resolutions) within 90 days.   Through June 2017, an average of 74% of written inquiries regarding personal income tax were resolved within 90 days.    
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.  Through June 2017, an average of 90.6% of written inquiries regarding business tax were resolved within 90 days.     

Fiscal year to date through September 2017
Strategic metric Status
Answer 85% of all TCC inquiries within an average of 5 minutes.     Through September 2017, 54% of telephone inquiries were answered within 5 minutes.  
Issue all tax forms and instructions on time with 100% accuracy.  Through September 2017, 100% of 368 tax forms and instructions were issued timely and accurately.  
Resolve 95% of written PIT inquiries (including liability resolutions) within 90 days.   Through September 2017, an average of 70.9% of written inquiries regarding personal income tax were resolved within 90 days.   
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.  Through September 2017, an average of 89.3% of written inquiries regarding business tax were resolved within 90 days.  

Fiscal year to date through December 2017
Strategic metric Status
Answer 85% of all TCC inquiries within an average of 5 minutes.     Through December 2017, 56% of telephone inquiries were answered within 5 minutes.  
Issue all tax forms and instructions on time with 100% accuracy.       Through December 2017, 100% of 793 tax forms and instructions were issued timely and accurately.    
Resolve 95% of written PIT inquiries (including liability resolutions) within 90 days.    Through December 2017, an average of 63.9% of written inquiries regarding personal income tax were resolved within 90 days.  
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.  Through December 2017, an average of 83.8% of written inquiries regarding business tax were resolved within 90 days.

Fiscal year to date through March 2018
Strategic metric Status
Answer 85% of all TCC inquiries within an average of 5 minutes.       Through March 2018, 52.6% of telephone inquiries were answered within 5 minutes.     
Issue all tax forms and instructions on time with 100% accuracy.   Through March 2018, 99.9% of 930 tax forms and instructions were issued timely and accurately.  
Resolve 85% of written PIT inquiries (including liability resolutions) within 90 days.    Through March 2018, an average of 56.2% of written inquiries regarding personal income tax were resolved within 90 days.  
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.  Through March 2018, an average of 81.4% of written inquiries regarding business tax were resolved within 90 days.    

2016–2017

Fiscal year to date through June 2016
Strategic metric Status
Answer 85% of all TCC inquiries within an average of 5 minutes.  Through June 2016, 71.2% of telephone inquiries were answered within 5 minutes  
Issue all tax forms and instructions on time with 100% accuracy.   Through June 2016, 100% of 105 tax forms and instructions were issued timely and accurately.    
Resolve 95% of written PIT inquiries (including liability resolutions) within 90 days.   Through June 2016, an average of 96.2% of written inquiries regarding personal income tax were resolved within 90 days.    
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.  Through June 2016, an average 69.5% of written inquiries regarding business tax were resolved within 90 days.     

Fiscal year to date through September 2016
Strategic metric Status
Answer 85% of all TCC inquiries within an average of 5 minutes.       Through September 2016, 76% of telephone inquiries were answered within 5 minutes.  
Issue all tax forms and instructions on time with 100% accuracy.  Through September 2016, 100% of 346 tax forms and instructions were issued timely and accurately.   
Resolve 95% of written PIT inquiries (including liability resolutions) within 90 days.   Through September 2016, an average of 88.6% of written inquiries regarding personal income tax were resolved within 90 days.    
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.   Through September 2016, an average 76.7% of written inquiries regarding business tax were resolved within 90 days.   

Fiscal year to date through December 2016
Strategic metric Status
Answer 85% of all TCC inquiries within an average of 5 minutes.     Through December 2016, 72% of telephone inquiries were answered within 5 minutes. 
Issue all tax forms and instructions on time with 100% accuracy.        Through December 2016, 100% of 704 tax forms and instructions were issued timely and accurately.     
Resolve 95% of written PIT inquiries (including liability resolutions) within 90 days.    Through December 2016, an average of 73.5% of written inquiries regarding personal income tax were resolved within 90 days.
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.  Through December 2016, an average 80.3% of written inquiries regarding business tax were resolved within 90 days.   

Fiscal year to date through March 2017
Strategic metric Status
Answer 85% of all TCC inquiries within an average of 5 minutes.        Through March 2017, 65.7% of telephone inquiries were answered within 5 minutes.       
Issue all tax forms and instructions on time with 100% accuracy.  Through March 2017, 100% of 822 tax forms and instructions were issued timely and accurately.   
Resolve 95% of written PIT inquiries (including liability resolutions) within 90 days.    Through March 2017, an average of 60.3% of written inquiries regarding personal income tax were resolved within 90 days.   
Resolve 85% of written business inquiries (including liability resolutions) within 90 days.   Through March 2017, an average 81.8% of written inquiries regarding business tax were resolved within 90 days.     

2015–2016

Fiscal year to date through June 2015
Strategic metric Status
Answer 85% of all TCC inquiries within an average of 5 minutes.  Through June 2015, 61.8% of telephone inquiries were answered within 5 minutes.
Issue all tax forms and instructions on time with 100% accuracy.    Through June 2015, 100% of 107 tax forms and instructions were issued timely and accurately.    
Resolve 95% of PIT written inquiries (including liability resolutions) within 90 days.   Through June 2015, an average of 88% of written inquiries regarding personal income tax were resolved within 90 days.    
Resolve 92% of business written inquiries (including liability resolutions) within 90 days.  Through June 2015, an average 87.6% of written inquiries regarding business tax were resolved within 90 days.     

Fiscal year to date through September 2015
Strategic metric Status
Answer 85% of all TCC inquiries within an average of 5 minutes.      Through September 2015, 74.6% of telephone inquiries were answered within 5 minutes. 
Issue all tax forms and instructions on time with 100% accuracy.   Through September 2015, 100% of 302 tax forms and instructions were issued timely and accurately.  
Resolve 95% of written PIT inquiries (including liability resolutions) within 90 days.  Through September 2015, an average of 77.8% of written inquiries regarding personal income tax were resolved within 90 days.    
Resolve 92% of written business inquiries (including liability resolutions) within 90 days.  Through September 2015, an average 84.5% of written inquiries regarding business tax were resolved within 90 days.  

Fiscal year to date through December 2015
Strategic metric Status
Answer 85% of all TCC telephone inquiries within an average of 5 minutes.    Through December 2015, 74% of telephone inquiries were answered within 5 minutes.  
Issue all tax forms and instructions on time with 100% accuracy.         Through December 2015, 100% of 757 tax forms and instructions were issued timely and accurately.      
Resolve 95% of written PIT inquiries (including liability resolutions) within 90 days.    Through December 2015, an average of 65.9% of written inquiries regarding personal income tax were resolved within 90 days. 
Resolve 92% of written business inquiries (including liability resolutions) within 90 days.  Through December 2015, an average 82.3% of written inquiries regarding business tax were resolved within 90 days.     

Fiscal year to date through March 2016
Strategic metric Status
Answer 85% of all TCC inquiries within an average of 5 minutes.            Through March 2016, 72.7% of telephone inquiries were answered within 5 minutes.      
Issue all tax forms and instructions on time with 100% accuracy.   Through March 2016, 100% of 882 tax forms and instructions were issued timely and accurately.      
Resolve 95% of written PIT inquiries (including liability resolutions) within 90 days.    Through March 2016, an average of 62.4% of written inquiries regarding personal income tax were resolved within 90 days.   
Resolve 92% of written business inquiries (including liability resolutions) within 90 days.   Through March 2016, an average 77.9% of written inquiries regarding business tax were resolved within 90 days.      
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