Why the Collector’s Counter Has Become the Front Line of Taxpayer Frustration in Missouri
Dragos C. Enea, MBA, CPP
March 26, 2026
The goal of modernization isn’t to eliminate human interaction; it’s to ensure that human interaction is reserved for the moments that actually require it. Modernizing payment channels like IVR and online portals is the primary solution to allow staff to handle complex taxpayer inquiries.