NHDRA names new Taxpayer Services director
After nearly two decades at the New Hampshire Department of Revenue Administration serving in various roles, Lisa Crowley has stepped into a new position as the director of the Taxpayer Services Division. Crowley offered a look at what the division does and what it’s like to work a job that is “no one’s favorite topic.”
What is the function of the Taxpayer Services Division?
The Taxpayer Services Division is the largest division in the Department of Revenue. Essentially, we’re very much customer service-based. We hold the DRA [Department of Revenue Administration] call center. All of the mail and the money that comes into the department comes right to us, so we process and scan everything in. We also have a Tax Account Reconciliation Group; if there are any issues or errors that come up with the processing that we can identify right off, the Tax Account Reconciliation Group takes care of those so when the other divisions have to use … that information in our system, hopefully most of the bugs are worked out and they can just do their job. We also update our forms … and make any changes that need to be made on the website. Most recently, we’ve been overseeing the production support phase of our most recent system upgrades.
What does your job as director entail?
I oversee essentially everything in this division. … I do whatever I can to support my employees. I manage staffing, making sure we have the right amount of staffing to get our jobs done. … I make sure we’re processing our returns on time and getting the money in the bank on time. I just support the group in whatever way I can, even if that means opening mail during our busy times. That’s part of the job as well — managing from an upper perspective as well as diving in to do the little deeds our current staff may not have time to do.
What is your background in this work?
I’ve been with the department for about 19 years. This was my second job out of college. … I was hired as a tax forms examiner … starting in the Document Processing Division, which is now the Taxpayer Services Division. From there I became a supervisor in the Document Processing Division, worked in an audit group for a little while, and worked in our Municipal and Property Group. Then … I became our hearings manager, managing the department’s appeals. About three and a half years ago I was asked to be the director of our legacy system upgrade project, where we took our 30-year-old tax information management system and upgraded it into new software. It was quite an undertaking. Now that that project is done, I was asked to take over as the director of Taxpayer Services. … I think it’s a natural progression for me to come into this position.
What are some of the biggest challenges for the division right now?
There are a lot of challenges with getting used to this new world we operate in, especially [due to] Covid. … One is the new [software] system. … It comes with a learning curve. We’ve automated a lot of things, which means more mailings need to go out. … We’re also assisting GOFERR, the Governor’s Office for Emergency Relief and Recovery, with some of their programs. … There’s a lot coming at us, and we’re a very small department of a little less than 150 people … so everyone is working very hard right now to [adjust to] all these changes and overcome these challenges we’ve been faced with.
What do you hope to accomplish as director?
The employees in this division work really hard and do such a great job. … One of my goals … is to make sure they understand the great work they do, and to reward them as much as I possibly can. … Another thing I want to do is support our employees … with our new software. Some of our employees have been here for 10- or 20-plus years, so going into new technology is difficult. I want to make sure they know it’s OK if they aren’t as quick with the new system as they were [with the old one]. We’re all learning this together, and we’ll just keep plugging away until we get there.
What do you enjoy about your work?
It’s funny — when you say you work in taxes, a lot of people are like, ‘Oof,’ and, admittedly, tax isn’t the most exciting thing to work in every day. What I love about the department is the people; we’re a family here, and we support each other. We all understand that maybe tax isn’t the most exciting area to work in, but it’s necessary. … Even though we’re looking at numbers and returns all day and sometimes dealing with unhappy taxpayers, we make the best of it and find ways to make our days happy.
What do you wish people knew about the Taxpayer Services Division?
We [at the division] get it; we all pay taxes, too, and it’s no one’s favorite topic … but we care about our taxpayers. They aren’t just a number. … We want to help them as much as we possibly can. Of course, we have a job to do, and if there are bills that have to go out, unfortunately, [sending them] is part of that job … but I think [taxpayers] can at least come away with a positive feeling about [being] treated [well] and respected.
Featured photo: Lisa Crowley. Courtesy photo.
