Title:
Assessor's Office Customer Service Assessment Report (presentation - 60 minutes)
Summary
ACTION:
Receive report on the Assessor's Office Customer Service Assessment conducted by Customer Service Solutions, Inc.
Contact: Bobbie Shields, Interim County Manager and County Assessor
Presentation: Yes -- The presentation will be made by Ed Gagnon, President, Customer Service Solutions, Inc.
BACKGROUND/JUSTIFICATION:
On November 27, 2012, the Mecklenburg County Board of Commissioners directed the County Manager to "contract with an outside firm to conduct an independent customer service assessment of the Assessor's Office and make findings and recommendations for improvement" (from Mecklenburg County Board of Commissioners Action in Response to Findings and Recommendations Arising out of the 2011 Revaluation Review Agenda Item #12-0621). Mecklenburg County contracted with Customer Service Solutions, Inc., whose staff conducted the assessment between January and May 2013. This presentation contains an overview of the assessment process, key findings and recommended actions. The full report attached contains additional detail.
PROCUREMENT BACKGROUND:
N/A
POLICY IMPACT:
N/A
FISCAL IMPACT:
N/A