Citizen Complaint Tracking Leads to Surprising Results

Objectives

• Resolve complaints from citizens and internal customers
• Resolve complaints in a timely manner
• Track complaint trends through data analysis and report to process owners
• Provide feedback on complaints and resolutions to complainants

Solution

• Selected Everest - Customer Focused Quality™ software enabling the Department to meet or exceed the requirements of The Florida Customer Service Standards Act
• Reporting and charting provides feedback to process managers so that operational procedures can be adjusted to insure continuous improvement
• Tracks performance accountability measures (PAMs), delivering real-time analysis of this data used to monitor key performance metrics
• Helps the Department to identify work bottlenecks and re-allocate resources

Results

• A favorable increase in the accuracy of billing and/or delinquency notices issued to the taxpayers
• A favorable decrease in the amount of time to issue notices to the taxpayers regarding filing errors or late returns
• Average number of days to resolution exceeds APQC best in class target of 30 days
• A savings of $839,592.37 derived from corrective actions