The Bottom Line - Winter 2018 - 22

CUSTOMER SERVICE ADMINISTRATION

Embracing the SMARTER Culture
Eva Liggins, Director - OTR Customer Service Tax Administration

OTR's

Customer Service Administration (CSA) has
fully embraced the SMARTER culture by
continuing to focus on providing superb and exceptional customer service to the District's valued residents, businesses,
visitors and the government of the District of Columbia. CSA
was the project sponsor for Phase I implementation of a
new telephony system that provides up-to-date information
regarding refund status, more self-help options for taxpayers, and increased capacity to receive calls during income
tax filing season - OTR's busiest season of the year. During
FY 2016, CSA received 320,388 calls compared to 279,466
calls in FY 2015. Taxpayers no longer receive a busy signal when
a high volume of calls are received simultaneously. Additionally,
CSA employed temporary help during filing season to assist with the
increase in calls.
CSA recently developed a new and intensive training program for both
new hires and tenured employees. New employees receive classroom
instruction up to eight weeks along with side-by-side training with seasoned employees. Customer service training focused on professionalism, handling customer complaints, effective communication, listening skills, written communication and how to diffuse difficult situations
is conducted by a quality assurance professional. This has motivated
employees to enhance their technical and customer service skills. They
are keenly aware that accountability is key to their personal growth and
development. The trainers emphasize the importance of employees
remaining respectful and engaged even when dealing with difficult customers or challenging situations.

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THE BOTTOM LINE | WHO WE ARE & WHAT WE DO



Table of Contents for the Digital Edition of The Bottom Line - Winter 2018

The Bottom Line - Winter 2018
In This Issue
CFO’s Journal: Why We Exist? The Question Every Business or Organization Should Answer
Introducing the New Continuous Improvement Officer Jeffrey A. Gander
From Abacus to ABC: OBP’s History of Technology Improvements as it Creates the District’s Budget
State of the Technology Union
Office of the Chief Risk Officer: Our Enterprise Risk Management (ERM) Journey
Office of Management and Administration
OMA: Working Together to Serve the OCFO
OMA: Ensuring that the numbers are right
OMA: Getting the Job Done!
OMA: Path to Greatness Through My Eyes
OFOS: Maintaining a Strong Foundation for Financial Success
CSA: Embracing the SMARTER Culture
ASA: A Multi-Dimensional Team That Is Always Striving for Excellence
The Bottom Line - Winter 2018 - The Bottom Line - Winter 2018
The Bottom Line - Winter 2018 - 2
The Bottom Line - Winter 2018 - In This Issue
The Bottom Line - Winter 2018 - CFO’s Journal: Why We Exist? The Question Every Business or Organization Should Answer
The Bottom Line - Winter 2018 - 5
The Bottom Line - Winter 2018 - 6
The Bottom Line - Winter 2018 - Introducing the New Continuous Improvement Officer Jeffrey A. Gander
The Bottom Line - Winter 2018 - From Abacus to ABC: OBP’s History of Technology Improvements as it Creates the District’s Budget
The Bottom Line - Winter 2018 - 9
The Bottom Line - Winter 2018 - 10
The Bottom Line - Winter 2018 - 11
The Bottom Line - Winter 2018 - 12
The Bottom Line - Winter 2018 - State of the Technology Union
The Bottom Line - Winter 2018 - Office of the Chief Risk Officer: Our Enterprise Risk Management (ERM) Journey
The Bottom Line - Winter 2018 - 15
The Bottom Line - Winter 2018 - Office of Management and Administration
The Bottom Line - Winter 2018 - OMA: Working Together to Serve the OCFO
The Bottom Line - Winter 2018 - OMA: Ensuring that the numbers are right
The Bottom Line - Winter 2018 - OMA: Getting the Job Done!
The Bottom Line - Winter 2018 - OMA: Path to Greatness Through My Eyes
The Bottom Line - Winter 2018 - OFOS: Maintaining a Strong Foundation for Financial Success
The Bottom Line - Winter 2018 - CSA: Embracing the SMARTER Culture
The Bottom Line - Winter 2018 - ASA: A Multi-Dimensional Team That Is Always Striving for Excellence
The Bottom Line - Winter 2018 - 24
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