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Lessons Learned WA state residents filing estate taxes CPA s and accountants Estate tax team Customers & Partners Impacted (Replace) 37 day Decrease in overall process time Over 1200 hours of staff time have been saved to date 25% reduction In error rate per return 66% decrease in aged inventory Results Improved: Improved Service Delivery Improved Operations Process Collaboration The Estate Tax Team was concerned the review of estate tax returns was not timely and wanted to decrease the time it took to review and close out an estate tax return by issuing a final release letter. In November 2020, 44% of estate tax return inventory was less than 9 months old. The team s target was to have 54% of inventory be less than 9 months old by June 2021. A process improvement team of employees from the DOR divisions of Audit, Business and Financial Services, and Taxpayer Account Administration was formed to improve the estate tax return review and close out process. 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