OUR FUTURE: TOGETHER WE CAN THRIVEDepartment of Finance: Treasury Division

Proud of our progress; Excited about our future

Key words: Our: County government and citizens

Board of Supervisors, County Manager, tellers, auditors, and Henrico residents all depending on one another.

Future: Improved efficiency and effectiveness Striving to provide the simplest and best

services.

Only by working together can we achieve our goals.

Treasury Division and Our Future

Purpose: To better assist the taxpayers

through more accommodating

services.

Our Plan

Organize demographics Proper communication

methods Normal payment

methods Rate our performance Direct taxpayer

opinions

Customer Satisfaction Evaluations Sample Evaluation

Please refer to handout

Our TimelineFirst StageInitial survey

Time frame: Over two billing cycles (December 5- June 5)

Implementation Survey development

Treasury, Public Relations and Media Services, or an outside organization

Possible organizations: VCU Survey and Evaluation Research Laboratory (SERL), University of Virginia Center for Survey Research, or TeleSight.

Survey distribution Paper copies included with bills Online Telephone

Second StageFollow-up/electronic payment survey

Our Benefits

More time-efficient contacts with taxpayer

Specifically tailored communication efforts

Environmentally-friendly and cheaper payment methods

Actual feedback

Improved cashier experience

Better informed public

Quicker, less stressful payment opportunities

More trust and political participation

County and Treasury Division Citizens

Your Concerns

Negative feedback

Direct action

Follow-up/electronic payment system survey

Improvement stems from unfavorable responses

More politically active citizens equates to a more cohesive county

Rapidly changing tech age and supporting evidence

Concerns Actuality

Our Friends

Population: 306,935Persons under 18 years old: 23.8%

Persons 65 years old and over: 12.6%

www.co.henrico.va.us/finance/payments/onlinepayments.html

All data collected from U.S. Census 2010 and QuickFacts.

Hanover County Population: 99,863

Persons under 18 years old: 24.3%Persons 65 years old and over: 13.7%

www.co.hanover.va.us/egov.htm

Prince William CountyPopulation: 402, 002

Persons under 18 years old: 28.5%Persons 65 years old and over: 7.1%

www.pwcgov.org/government/dept/finance/Pages/Welcome-to-eXpress-Tax.aspx

Chesterfield CountyPopulation: 316,236

Persons under 18 years old: 25.5%Persons 65 years old and over: 10.9%

www.chesterfield.gov/content2.aspx?id=11958

County of Henrico Other Locales

Our StatisticsNight Drop BoxMay 2012: 1,891 items

Lock Box & OPC (Official Payments)May 2012: 262 payments

ACH (Automatic Clearing House) 1,019 accounts*

Personal Property: 494 accounts Real Estate: 525 accounts * As of June 28, 2012

Public Utilities 3,960 users*

Out of approximately 92,000 customers: 4% * As of March 6, 2012

Why are these numbers so low?

Lack of knowledge

Our Possibilities“Determine never to be idle. No person will have occasion to complain of the want of time who never loses any. It is wonderful how much may be done if we are always doing.”

-Thomas Jefferson