This business process enables Interaction Center agents to handle all types of finance-related inquiries with taxpayers by providing access to finance-related data (e.g. in the Invoice Display, Payment List, Dunning History and Balance Forward List of the confirmed taxpayer's account). The Interaction Center agent also can access the account balance in a customer contact and display additional information (e.g. next due installment, last payment or the last dunning notice) as well as a list of documents/ document items grouped by several grouping criteria (e.g. all open items, all items in collections with a particular dunning level…). Additionally, this business process enables you to save information on contact with the taxpayer in the right place, so that you can access the information quickly the next time contact is made. This improves the consistency and efficiency of your customer service which in turn increases customer satisfaction.   

The Interaction Center agent can use this business process to create new payment authorizations for a taxpayer, change or delete existing payment authorizations, and assign new or changed payment authorizations.

The Interaction Center agent can use this business process in order to set processing locks for document items in the account balance for an account for certain business processes, so that they are excluded from further processing until a certain condition applies. The agent can also change and delete locks.

Inbound correspondence requests are used to determine the due date by which a taxpayer is obliged to submit a tax return. To do this, you specify the control data for inbound correspondence in a tax object. A data record is generated for the tax filing obligation; you can use this record for further processing.

Inbound correspondence is completed (fulfilled) as soon as a reply to the request has been received and the date of receipt has been entered. In addition to this confirmation of received correspondence, you can also set a deferral date or a dunning block indicator for the inbound correspondence.  You can select overdue inbound correspondence using the collection run in SAP Public Sector Collection & Disbursement. The collection rund can generate the necessary dunning notice using correspondence printing. The print-out can be displayed in the inbound correspondence history.

You can use this business process in order to create and process dispute cases, as well as create and post credit memos, in the system when you receive complaints from taxpayers regarding invoices and dunning notices.