Fairfax County DTA improves customer experience through tax modernization initiatives

The Fairfax County IT Committee meeting on October 29, 2024, focused on significant advancements in tax modernization and customer service improvements. The meeting highlighted ongoing efforts to enhance the overall experience for residents interacting with the Department of Tax Administration (DTA).

Jay Doshi, Director of DTA, opened the session by emphasizing the importance of continuous improvement in service delivery. He referred to the annual campaign, known as "Smiles," aimed at ensuring residents leave satisfied with their interactions. Doshi noted that the journey toward tax modernization began with a board matter in 2022, which set clear goals for improving customer experience, offering flexible payment options, and implementing modern digital platforms.

Rob Barr, Division Director of Revenue Systems, provided updates on various initiatives undertaken to address past challenges. A key achievement was the successful transition from an outdated mainframe system, which had been in place since 1984, to more modern solutions. This transition has allowed for faster and more efficient service delivery, although it initially presented some challenges.

Barr detailed several specific improvements, including the restructuring of the tax relief system and enhancements to the "Smiles" campaign. An external vendor was engaged to identify end-to-end issues, leading to streamlined processes that improved both online and in-person customer interactions.

Another major initiative discussed was the migration of the real estate solution to a cloud-based system, which is expected to enhance service delivery and support future user needs. Additionally, improvements were made to the tax portal, integrating credentialization services to simplify user authentication and streamline processes for accessing tax bills.

The meeting concluded with a focus on the importance of these initiatives in reducing the volume of inquiries and improving the efficiency of tax-related services. The committee expressed optimism about the ongoing modernization efforts and their potential to significantly enhance the experience for Fairfax County residents.