A new telephone system has apparently decreased callers' waiting time and improved customer service. The department has also processed significantly more individual income tax returns this year compared to last year, however such comparison mean little if the base year was below par. In this case, faster income tax processing isn't beneficial if it is wrong. Legislators and the governor should carefully assess Pierce's performance and make appropriate changes. Kansans have lost their confidence and patience with the department and its' leader.
Red flags indicate pending trouble.
Surely there have been enough snafus to realize it's not a light at the end of a tunnel, but a train coming full speed ahead.