It is the mission of the Citizen Services and Resource Management Division to:
- Provide excellent customer service to its internal and external customers;
- Ensure the safety of department resources;
- Properly account for state revenues and expenditures;
- Assist taxpayers in understanding the state’s tax system;
- Increase cooperation of citizens to make their tax system effective; and
- Provide services to taxpayers so they can interact easily with us and fulfill their filing obligations.
The Citizen Services and Resource Management Division provides consistent service to Montana citizens, businesses, and nonresident taxpayers through a call center, eStop Business Licenses, forms design, and other taxpayer services. We also provide service and support to the department in the areas of information management, accounting, purchasing, and facilities and asset management.
Management services provides administrative support to assist the division in meeting its day-to-day responsibilities, including coordinating HR matters, temporary services, and assisting visitors to the Donovan Building.
Management services also provides technical support, research, and analysis of CSRM program and projects.
The Citizen Services, Financial, and Asset Management Bureau
The Citizen Services Bureau assists taxpayers by answering questions through the department’s call center; coordinates the one-stop business licensing program to create efficiencies and reduced costs to businesses; returns unclaimed property that has been remitted to the state to the rightful owners; and strives to create tax forms and instructions that are thorough and understandable.
The Financial and Asset Management Bureau integrates the department’s accounting, purchasing, safety and security, and statewide facility functions. This bureau ensures state tax collections and department expenses are properly accounted for; supports the efficient and safe operation of department facilities; and conducts disaster and emergency preparedness and continuity of government activities.
The Collections Bureau
The Collections Bureau administers collection activities for delinquent taxes that the department is legally responsible for. These activities include: contacting taxpayers by phone and/or letter to make payment arrangements; filing warrants for distraint (judgment liens) to protect the state’s interest when taxes are overdue; and, starting wage and funds charges to collect debts. The bureau also administers debt collection services for other state, county, and city government agencies that contract with the department for collection services. The bureau is also responsible for the department’s bankruptcy function. The bureau consists of almost 30 employees including a bureau chief, unit managers, collection technicians, collection specialists, bankruptcy specialists, and research technicians.
The Information Management Bureau
The IM Bureau is responsible for: electronic payment and filing services for citizens; tax documentation and payment processing, including account examination and maintenance; payment deposit and reconciliation; data capture; the mail room; and, imaging and records management.