CITY CONTINUES OVERHAUL OF TAX ASSESMENT OPERATIONS: MAYOR APPOINTS ALL NEW MEMBERS
(9/23/2010) NEW HAVEN- Over the course of the last several weeks, and in the effort to address some resident concerns regarding staff interactions, the appeals process and methodology of valuation of taxable property in the Office of the Assessor, the City has introduced significant changes to overhaul customer relations and reconstitute the Board of Assessment Appeals.
A thorough review of quality control efforts in the Assessorís office was undertaken yielding the installation of audio recording technology on transactions in both the Assessorís and Tax Collectorís office to accompany the video recording capabilities that were already in place. These improvements allow for more regular quality control reviews and monitoring of exchanges between employees and the public to hold everyone accountable for customer service performance. Capturing video and audio interactions also allows for recordings to be used in the training of current and future employees.
A series of additional changes have also been adopted in both the assessor's office and the office of the tax collector:
? Maintaining logs of customer concerns/complaints
? Providing feedback cards to measure customer satisfaction in both offices Ė this will help to improve service and to recognize those employees in these offices who are providing exemplary service
? Hotline established for customer concerns- guaranteed timely human response
? All calls to these offices are being recorded for quality assurance
? Cross training between assessorís and tax collectorís staff
? Customer service training of employees in both offices
With concerns raised about the Board of Assessment Appeals, the membership of this board has been completely replaced with three new individuals taking on the responsibilities of this entity. While the board is independent as established by the City Charter, the Controller's office has assumed all administrative support for this board and, in conjunction with the Office of Corporation Counsel, will ensure that all members of the board receive proper training as well as access to the resources necessary to appropriately perform their duties. The following individuals have been appointed to the Board of Assessment Appeals by Mayor John DeStefano, Jr.: Jeffrey Granoff, Kenneth Janke and Christopher Mordecai.
Granoff, who has served on this board in the past, comes to the board with an interest in leading transparent reform that will yield better service, greater communication between the board and taxpayers and accountability in the interest of all City residents.
The Board of Assessment Appeals next meeting will be held on September 30, 2010 from 5-7 p.m.
Contact Name: Jessica Mayorga
Contact Email: email@example.com
Contact Phone: 203-946-7660