Objectives
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Resolve complaints from citizens and internal customers
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Resolve complaints in a timely manner
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Track complaint trends through data analysis and report to process
owners
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Provide feedback on complaints and resolutions to complainants
Solution
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Selected Everest - Customer Focused Quality™ software
enabling the Department to meet or exceed the requirements of The Florida
Customer Service Standards Act
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Reporting and
charting provides feedback to
process managers so that operational procedures can be adjusted to insure
continuous improvement
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Tracks performance accountability measures (PAMs), delivering
real-time analysis of this data used to monitor
key performance metrics
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Helps the Department to identify work bottlenecks and re-allocate
resources
Results
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A favorable increase in the accuracy of billing and/or delinquency
notices issued to the taxpayers
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A favorable decrease in the amount of time to issue notices to the
taxpayers regarding filing errors or late returns
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Average number of days to resolution exceeds APQC best in class target
of 30 days
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A savings of $839,592.37 derived from corrective actions
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