Delaware Quality Award Recipients
Delaware Division of Revenue

The Division of Revenue (DOR) is one of three operating divisions that make up the State of Delaware Department of Finance. The mission of the Division of Revenue is to collect 100% of the taxes and other revenues required by law, no more and no less, and to do so in a manner that creates the highest possible level of satisfaction on the part of our customers with the competence, courtesy, effectiveness, and the efficiency of the Division. The 185 people of the DOR administer over 20 different tax types, process over one million personal and business tax returns, and issue more than 300,000 refunds per year. We provide over 60% of the revenues for the State’s general fund.

The DOR maintains offices at four locations in Delaware. Central public (customer) service, operations, and administrative functions are located on the 1st, 8th and 9th floors of the Carvel State Office Building, in Wilmington. Field Offices serve New Castle, Kent and Sussex counties at convenient locations in Wilmington, Dover and Georgetown. We also have a systems development office in New Castle.

The DOR has developed and administers sophisticated and technologically advanced processing, imaging, data mart, internet, and related technology systems. These systems help the DOR ensure accurate, timely, and responsive service. Confidentiality and information security is of paramount importance, but we ensure that appropriate employees can access information and be responsive to customer requests from all of our locations.

The DOR faces many of the same challenges as other organizations:

• Remaining agile in an environment where budgetary issues may require us to “do more with less.”
• Continuing to be innovative in achieving results and creating value, particularly with respect to technological solutions, and
• Valuing employees and partners as integral parts of both our short and long term success.

We participate in the quality award process to help us meet these challenges and to continue on the improvement path.