If You Ask Me To Call… The Reply

In my last blog entry I wrote about the Connecticut Department of Revenue Service. They sent me a letter about taxes, but weren’t prepared to handle the onslaught. I blogged about it, then sent a link to my blog to their Twitter account.

A few minutes ago I got an email from Kevin Sullivan, DRS Commissioner. For those who think government is totally uncaring this email will change your mind. Here are some excerpts.

Geoff: First, my apologies for your wholly unsatisfactory experience trying to connect with DRS. We actually do a pretty good job of handling thousands of taxpayer contacts but sure blew it with this one and several more this week. If you will excuse the metaphor, we had a perfect storm of some 60,000 taxpayer notifications – including 2210 notices like the one you received – go out all at once with no one adequately controlling the flow or preparing to handle the response. That, on top of all the usual post-filing calls about refund status, overwhelmed Taxpayer Services.

I finished a not too pleasant “discussion” with my top managers to get this sorted out and get our call times back under control – let alone the call drops that you experienced. You are right that we can and must do better.

Did my celebrity help in getting this response? Maybe, but I take him at his word that the straw that broke the camel’s back came before he heard from me.

I told Commissioner Sullivan I would continue to call and try to reach someone. My 2011 situation is complex and probably not what was anticipated when the rules were drawn up.

In other words, oy!

9 thoughts on “If You Ask Me To Call… The Reply”

  1. DRS still dropped ther ball, but at least Commissioner Sullivan took the hit and promised action. keep us posted…

  2. If it took Geoff and his “celebrity” status to get the ball rolling on correcting this situation, then I say GREAT!!! The various departments throughout the state really deal a hard time to everyone….and it finally took THIS to get things happening!!

    I don’t know if I, personally, classify Geoff as a “celebrity”. I just consider him an “all around nice guy”….not meaning to offend. 😀

    1. My point was, maybe it was my status that got me the info, but DRS saw the problem, was unhappy with it and was attempting to resolve it before they heard from me. I am the reason you know they’re concerned, nothing more.

  3. If it were any of us “non celebrities” they would have laughed and never responded. They don’t want negative press. Imagine the idiot thinking a meteorologist has press power. No offense Geoff but we all have social media power. Lose your hard on.

    1. Scott–I am in the combined Hartford Courant/FoxCT newsroom. Who could I possibly tell?

      I agree social media has lots of power. Social media got me my job!

  4. Wow scott who peed in your Cheerios today? 🙂
    With that said, I now say Thank you Geoff! for making the situation public through your blog and facebook and twitter. It was your social media power that brought attention to DRS’s problems.
    Maybe next time it’ll be scott’s. 🙂

  5. You know I like you Geoff and I am a follower of you. This is the beauty of being able to speak what’s on your mind to a person like Geoff who doesn’t blow a seam in his pants when someone doesn’t agree with everything that is said …… its ok to agree to dis-agree.

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