Major Metropolitan County – Service Center Operations Structural Review & Assessment

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

Print Friendly