How CAI delivered system and process improvements for a government client
In the United States, state taxes are enforced and collected through state departments of revenue. The job of these agencies is to collect personal and corporate income taxes, sales taxes, inheritance and estate taxes, as well as realty transfer, business license, and gross receipt taxes. Portions of this money can then be used to fund state services and projects in education, transportation, and public safety.
With the majority of tax records being shared, recorded, and stored electronically, departments of revenue must rely on software to manage this information effectively. For one Northeastern state’s department of revenue (DOR), the task of revenue collection was becoming increasingly complex, and their software was struggling to keep up. This spurred an interest in application modernization.
Burgeoning workloads and ineffective software
This DOR recognized the inefficiencies of their current systems, and they began looking for a solution. Modernizing their revenue and tax systems seemed like the most straightforward answer, and the best way to resolve these IT difficulties in the long run. Their next step was to find a vendor who would provide a commercial-off-the-shelf (COTS) revenue and tax management solution.
State revenue collection is a labor and knowledge intensive process. It requires the gathering and analysis of mountains of financial data and government forms, and hinges on systems integration and collaboration across many platforms. This department lacked the internal bandwidth and resources to conduct such a complex modernization project, so they knew right away what they were looking for in a partner.
They not only needed a COTS partner, but also one that would represent the state’s interest in the delivery of high-quality tax software, that met the state’s requirements through extensive software testing and validation. CAI had an existing partnership with this state department spanning more than 10 years. They approached CAI with the request to provide unique testing expertise for this modernization project.
Delivering custom testing solutions
CAI has successfully conducted testing and validation services in both the commercial and public sector for years. Through comprehensive readiness assessments, test environment job executions, defect fix validations, and coordinated production build testing, the CAI team consistently delivered seamless deployments that meet stringent production deadlines. These efforts have not only minimized disruption but have also enhanced the overall quality and stability of the state department’s systems.
Along with operating a project management office, the development of a testing center was crucial in the thorough testing and successful validation of the vendor’s software solution. What began as a support function has now matured into a cornerstone aspect of the client’s software development lifecycle, with the CAI team assuming full responsibility for production release and production support testing of the tax system software.
Beyond technical execution, CAI took an active role in supporting the DOR’s business testing initiatives. We provided critical leadership in user acceptance testing (UAT) and regression testing, ensuring system integrity and functionality throughout every release cycle.
"CAI was instrumental in validating that the new software would meet the needs of the DOR, ensuring that new features and updates aligned with business requirements and user expectations."
During 3 major releases, the CAI team played a pivotal role in managing and executing UAT in close collaboration with the DOR’s business testers. Our comprehensive testing efforts spanned a wide range of activities, including conversion testing, electronic filing testing, forms scanning and optical character recognition (OCR) testing, and interface testing. These rigorous processes ensured the successful integration of essential systems, and safeguarded data accuracy and usability across platforms.
To support these complex testing efforts, a CAI team of specialists collaborated with the state department and third-party vendors to develop detailed test scripts, prepare robust test data, and execute end-to-end test cases. We also coordinated resources across IT and business units to streamline operations and mitigate risks. This cross-functional collaboration was key to maintaining momentum and delivering results under tight timelines.
Fostering continuous learning and improved internal expertise
From the outset of the project, CAI went beyond traditional testing responsibilities. We provided invaluable support through training sessions, tool implementation, testing techniques, and structured overviews. This proactive knowledge-sharing empowered the client’s business testers with the skills and insights needed to contribute effectively to the testing process. By fostering a culture of continuous learning, we also helped build internal capacity and resilience.
The impact of our testing services extends wellpast the immediate scope of the project. By enhancing testing proficiency across business areas, we have contributed to the DOR’s broader goal of strengthening expertise in critical software applications. This led to measurable improvements in operational efficiency, reduced risk exposure, and a heightened ability to maintain long-term system reliability.
Our structured testing framework, implemented for this modernization effort, fortified the state department of revenue’s ability to manage future releases with confidence and precision. The work by CAI provided a repeatable, scalable model that supports ongoing innovation while maintaining system stability. As a result, the department is better equipped to respond to evolving business needs and regulatory requirements.
CAI is a trusted partner in the public sector
Through strategic planning, rigorous execution, and unwavering support, CAI solidified its role as a trusted partner in advancing public sector success. By seamlessly integrating testing methodologies with operational needs, we empowered our government client to deploy robust and reliable solutions that drive efficiency, innovation, and public value.
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