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ANALYZE THE ORGANIZATION STRUCTURE AND MIX OF SERVICES offered through the County Taxpayer Service Centers and offer recommendations for Centers to operate more effectively and/or provide services that are more responsive to market demands

Project Focus

  • Two work day engagement to find ways to maintain and improve service while reducing cost structure
  • Reviewed benchmark information from similar metro area counties
  • Designed and held a work session to develop preliminary recommendations and set next steps for further research
  • Observed service operations to identify practices

Recommendations

  • Increase revenue through bundling of services to encourage full use of service offerings
  • Restructure management role: Managers to monitor staff and move to counters for peak demand; prioritize and assign non-demand work in off-peak hours  rather than working counters themselves
  • Managers to be responsible for  two service centers dollars for FTEs to improve service
  • Increase part-timers in workforce and move staff between centers that are geographically close
  • Review traffic and use customer survey to adjust hours to meet demand
Testimonials

“The County was fortunate to have Alliant on this project. Alliant is an organization of high standards and a strong moral commitment to its customers; that is something not often seen anymore. I have appreciated the opportunity to work with you and have learned much.”

Communications Manager - Major Metropolitan County Sheriff’s Department

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