Many users struggled to log in for the first time and had trouble navigating the system because of the tougher security measures put in place. When complaints streamed in shortly after the new system launched, the state taxation department, the biggest customer of Ohio Business Gateway, and Administrative Services, added staff to their help desks to assist users. So far, the state has spent about $15 million on a project that has been budgeted at $22 million, according to the Department of Administrative Services, which is in charge of the project.Īmong the goals were simplifying the process for businesses to access various state agencies to pay taxes and fees, and to make information more secure. Mary Taylor's initiative to create a more jobs-friendly regulatory environment. The modernization project started in 2015 as a part of Lt. "I have to pay my employees to try to help work around the problems the state has caused (clients)," she said. On top of that, staff have to spend more time with clients helping them navigate the new system. Wolf said tasks that once took five minutes to do now take 20 to 30 minutes.
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