DC Office of Tax and Revenue
Academic, Operational & Administrative Performance Assessment (2013–2015)
Executive Summary
RBG supported the District’s Office of Tax and Revenue in the successful transformation and launch of its modernized enterprise tax system, strengthening operations, compliance, and organizational readiness.
The Challenge
The District of Columbia’s Office of Tax and Revenue (OTR) was undertaking a mission-critical modernization of its tax administration systems (GenTax). The program faced:
A high-risk, high-visibility system replacement impacting all District revenue operations
Severe operational disruptions during implementation, including backlogs, processing delays, and taxpayer service issues
Significant organizational change management challenges across OTR
Intense public, political, and media scrutiny
Risk to revenue collection, compliance, and public confidence
The District needed to stabilize operations, restore confidence, and ensure the success of one of its most critical technology transformations.
Our Role
RBG was engaged to provide executive-level program management, operational stabilization, and change management support, including:
Leading the operational stabilization and recovery of OTR during and after the GenTax implementation
Providing executive advisory and program governance support to District leadership
Designing and executing a comprehensive change management and business process transformation strategy
Reengineering core revenue operations and workflows to align with the new system
Supporting organizational restructuring, training, and performance management initiatives
Serving as a bridge between technology implementation, operations, and executive leadership
RBG’s role focused not just on technology, but on ensuring people, processes, and governance aligned to sustain performance.
The Outcome
Stabilized OTR operations and restored reliable processing of tax and revenue transactions
Eliminated major backlogs and significantly improved taxpayer service levels
Successfully institutionalized new business processes and operating models
Strengthened governance, oversight, and performance management across OTR
Restored public and political confidence in the District’s revenue administration systems
Enabled the District to fully realize the long-term benefits of the GenTax modernization investment
Capabilities Applied
Technology & Systems Modernization
Change Management
Program Recovery & Stabilization
Business Process Transformation
Governance & Performance Management
Public Sector Operations
The Robert Bobb Group
Public-Sector Advisory for Complex Projects and High-Risk Programs