Technology
Improve customer experience by leveraging technology to help identify best practices and maximize efficiencies in IT and business processes. Priority given to reducing transaction/wait times and the amount of return visits in key areas -particularly in the Department of Revenue (physical line and transaction time for motor vehicle transactions) and Sewer Billing Office (physical line and transaction time – both in person and on phone) - two of the largest in-person transaction points in the County. Departments and types of transactions may be added to this list over the four-year period as opportunities to make measurable improvements are identified.
IT Governance Committee to be utilized to ensure right solutions are being paired for the right customers and projects to be a business partner in success of all sub-items.
In the Department of Revenue, Reduce Revenue Motor Vehicle Transaction Time by 20% by end of FY 2027.
FY23: 450 seconds (7 minutes, 30 seconds)
FY24: 428 seconds (7 minutes, 8 seconds)
FY25: 406 seconds (6 minutes, 46 seconds)
FY26: 384 seconds (6 minutes, 24 seconds)
FY27: 360 seconds (6 minutes)
Target: 360 seconds (6 minutes)
In the Department of Revenue, improve on-line offerings and in-person transaction time to reduce time spent in a physical line by 40% over four years from a baseline number set on 10/1/2023.
FY23: 558 seconds ( 9 minutes, 18 seconds)
FY24: 503 seconds (8 minutes, 23 seconds)
FY25: 448 seconds (7 minutes, 28 seconds)
FY26: 393 seconds (6 minutes, 33 seconds)
FY27: 335 seconds (5 minutes, 35 seconds)
Target : 335 seconds (5 minutes, 35 seconds)
In the Sewer Billing Office of the Environmental Services Department, develop and implement strategies to reduce transaction time by 40% from baseline number set on 10/1/2023 by 9/30/2027. We will use an estimate of 15 minutes (900 seconds) per transaction for FY23 to generate our metrics.
Implement strategies to encourage use of and drive customers to on-line self-service offerings with 95% of transactions completed online by 9/30/2027
Development Services
Reduce Combo Residential permitting time by 40% over 4 years, at a rate of
10% of a year from the baseline number set with FY23 data.
Reduce Combo Commercial permitting time by 40% over 4 years, at a rate of 10%
of a year from the baseline number set with FY23 data.
Reduce Miscellaneous Commercial permitting time by 40% over 4 years, at a rate of 10% of a year from the baseline number set with FY23 data.
