Customer Service Solutions (CSS), an independent customer service improvement firm, was contracted by the Board in January as part of an action plan to complete a customer service assessment of the Tax Assessor’s Office and make recommendations for improvement.
The Board received the results on Friday, May 24.The study identified poor customer service and inadequate communication between the Assessor’s Office and its customers among the root causes of the revaluation problems. The assessment is the first step in a comprehensive customer service improvement plan the Board directed the County manager to develop.
“After the Board has an opportunity to discuss the CSS report and presentation, I will direct staff to use the assessment and its recommendations to develop an improvement plan for the Assessor’s Office including, for the Board’s review and approval, the cost of implementing the plan,” said Bobbie Shields, interim County Manager.
“The depth of the assessment provides us with a significant level of detail to develop and implement a customer service improvement plan to transform the Assessor’s Office into an operation that makes customer service and satisfaction a top priority,” Shields said.