The Hearings Division conducts informal conferences and issues Decision and Orders regarding certain Departmental actions contested by taxpayers. This metric measures the average number of days it takes from the date an informal conference request is acknowledged (informal conference request was received, it was timely filed, it has been entered in the Hearings Tracking System (HTS) and an acknowledgment letter is generated to be sent to the taxpayer indicating that we received their request), to the date the Decision and Order is mailed. A lower number represents a decrease in time it takes to conclude a matter resulting in more timely processing and better customer service. (Q4 - changed target from 180 to 160).

Percent of suspicious filer correspondence completed within 60 days of receipt. The purpose of this metric is to strive for strong taxpayer customer service by completing correspondence and releasing tax returns for normal processing quickly. Success in this metric reduces taxpayer phone calls, hardship request and improves the relationship between taxpayers and the department.

An average of the days to complete an audit (Field Audit and Audit Processing) for audits completed in the month, where the taxpayer has not requested an extension of time (Waiver or Request for Reconsideration). Monitoring the Average Days to Complete helps to ensure that TCB provides each taxpayer with the best customer service possible. Efficient and timely completion of an audit helps to minimize the impact of the audit process on the taxpayer. Efficient use of time by the audit staff will also lead to the identification of more instances of non-compliance which in turn will level the playing field for all taxpayers. The measurement starts when the auditor begins the audit and ends when the Final Audit Determination letter (FAD) is issued to the taxpayer. This measure continues to be affected by incidents, the 2-week auditor layoff, and furlough of all staff.

Actual investment rate of return on pension fund assets for the Michigan Public School Employees' Retirement System vs. Peer Target Rate

Actual investment rate of return on pension fund assets for the Michigan Public School Employees' Retirement System vs. Actuarial Target Rate

The Office of Revenue and Tax Analysis (ORTA) estimates revenues each year to assist with forecasting and financial planning for the State of Michigan. The target of 3% is in reference to estimate revenues within 3% of actuals. Providing accurate revenue estimates impacts the overall state budget process and allows for better budget planning. A lower current value indicates estimates were closer to actuals. This metric is updated an a fiscal year basis, with the update taking place once the CAFR is published.

IIT Returns - % Processed In Same Year Received

Processing Individual Income Tax (IIT) correspondence within 60 days of receipt reduces phone calls and provides better customer experience.

Answering phone calls within 6.00 minutes or less improves customer satisfaction as callers questions are answered in a timely manner.

Processing correspondence within 60 days of being received will result in accurate billings and refunds issued in a timely matter. This improves customer satisfaction as taxpayers are notified of the outcome of their correspondence in a timely manner. In addition, financial records and forecasting for the state are more accurate when correspondence is resolved in a timely manner.