c o l le c t o r s ’ c o r n e r A New Age of Customer Service in Local Government
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n the March 2015 GFOA Newsletter Collectors’ Corner I wrote an article entitled “Customer Service in Local Government”. In that article I wrote, “One of the many ways that local government staff excels is giving excellent customer service.” Front line staff are the faces of the municipality who deal with real people and indeed provide excellent customer service to the taxpayers they serve. For many businesses, organizations and government agencies, providing excellent customer service means providing people online access - eMail, eApplications, eBilling, ePayments, etc. While this is also true in local government, for front line staff, giving excellent customer service is still all about the individual person. But two things happened this year: COVID-19 and the Province took over the administration of the Property Tax Deferment program. Next year the Province is taking over the administration of the Home Owner Grant program. COVID-19 is having a significant impact on customer service for businesses including local government. Some municipal halls have been closed to the public, new processes and procedures due to COVID restrictions and new legislation
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have been implemented, some are working from home and technological and software changes have been made. The Province taking over the Property Tax Deferment and Home Owner Grant programs has been very well received by the collectors and will take a tremendous burden off the finance department. On the one hand, having the ability to renew their Property Tax Deferment online, apply for their Home Owner Grant online, pay their taxes online - all in the convenience of their living room or kitchen – wow – that’s great! Online self-service! But on the other hand, are the days of face-to-face customer service with a real person at the front counter a thing of the past? Now taxpayers have to rely on their iPhone, iPad, laptop, desktop or do a live chat or phone in (expecting to be put on hold) or wait for a response by snail mail. But what if a taxpayer has a question or a problem? It’s all on the website! And if that fails, they can phone for assistance (I always have an eBook handy while I’m on hold). As a last resort, they can go to City Hall - like they used to - and talk to a real person who took an active interest in trying to help them with empathy and an understanding of
their situation. But they might hear “I’m so sorry but the Province now administers that program. Here’s the number to call.” Yes, a new age of customer service in local government is here. But I have no doubts that local government staff will continue to provide excellent customer service to real people in their respective communities. And, as George Burns said “I look to the future because that’s where I’m going to spend the rest of my life.” •
DOUG STEIN has worked in municipal finance for over 30 years. In 2011 he retired from his position as Manager of Revenue Services for the District of Saanich. Doug leads the Collectors’ Forum, is a GFOABC Life Member, and a CPA, CMA.
