Our strategic planning process puts us on a path of continuous improvement throughout the enterprise. The plan itself has evolved over the years into our mission and goals setting the course for our tactical initiatives and projects.
We have always recognized that change cannot occur without looking back at lessons learned, our measures of performance, and then looking forward to the ever-changing environment to set our business priorities.
Our strategic goals reflect our vision of how we see ourselves creating public value today and in the coming years:
Improve Customer Service We commit to providing all customers excellent service.
Increase Fairness and Compliance with Tax Law We work to ensure that all taxpayers pay their fair share of taxes— not more, not less—through means that are fair and equitable.
We strive to make our organizational goals and operations more transparent so that our information and processes are more accessible and understandable to taxpayers.
Create a Great Place to Work, Contribute, and Learn We strive for a high level of employee engagement and innovation.
Demonstrate Operational Excellence We demonstrate operational excellence by delivering efficient, high-quality business results.
Protect Taxpayer Information and Privacy Our job of safeguarding confidential information is essential to continued taxpayer confidence and support.
Our key performance measures tell us how we achieve success in meeting our goals in three critical areas—revenue, employee engagement, and customer service—making us the best that we can be!
If you would like to read the full text of FTB’s Strategic Plan, go to ftb.ca.gov and search for Strategic.