–submitted by Rich Leffler
Dave Casey, Secretary of the Wisconsin Department of Revenue, and a fellow Rotarian, offered us a view of the Department’s complexity of data collections and the innovative software that it uses to serve the public efficiently and securely: It is “a full-on service organization.” Amazon Connect listens to 700,000+ telephone calls and summarizes them for staff, cutting call times and wait times. “Call Sentiment” detects when callers are angry, allowing intervention. Amazon Q will be able to answer questions. Google Document is 99% accurate in reading documents. Direct File plus Wis. Tax creates a tax return. Taxpayers only have to OK it. Security is a concern, but Google Info is on premises; Amazon is on the cloud and only Wisconsin can access it. But the IRS? That’s a worry: will it make our information available to ICE?







