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Tax collectors report billing errors with Tyler system; county pledges patch, training and test cycle before January bills
Summary
At the meeting, tax collectors raised repeated issues with the county's Tyler property-tax system — incorrect printed bills, owner-name mismatches and unresolved help-desk tickets — and asked for training; county staff described a liaison, planned training, a patch for a "penny issue," and a test refresh ahead of January school billing.
Tax collectors and county staff clashed over persistent problems with the Tyler property-tax platform during public comment at the Monroe County commissioners' meeting on Dec. 17.
Anne Marie Harrison, a local tax collector, said she and others had encountered incorrect printed bills (including bills showing a previous owner) and reported that some printed amounts were "off" by about 5 percent. "I picked I printed out a new bill for them, and they paid me what was owed. I couldn't find the original 1 that the taxpayer gets because it was in the former owner's name... this printed portion is not accurate at all," Harrison said.
Tax collectors said help-desk tickets did not reliably generate resolutions. County staff acknowledged the problems, apologized for the disruption and described steps to address them: a designated IT liaison for tax-collector issues (Patricia Mueller) is being trained on assessment-side workflows; the county will apply a patch to fix recurring penny‑rounding errors in the test environment, refresh the test environment from the live environment, and ask tax collectors to test the patch rapidly so it can be applied to the live side before school bills are produced in January.
County staff also said a training brochure is being developed and that some hands-on sessions are planned because the tax-collector role requires direct input to learn the system. "There's the help desk, which is used... the ticket gets generated, and then they follow-up on that," county staff said; staff invited collectors to copy the IT liaison when submitting tickets so county staff can track unresolved items.
Tax collectors raised a procedural concern about vendor access to entries: they asked that Tyler not directly change tax-entry data and said tax collectors prefer to make any necessary adjustments themselves; staff said those restrictions are documented and that Tyler serves as the vendor supporting the software.
County staff and tax-collector representatives agreed on an expedited testing and training schedule before January billing; the board acknowledged the tight timeline and asked departments to coordinate the environment refresh and patch application.
Next steps recorded on the public record: IT will coordinate the live-to-test refresh and apply the patch; tax collectors will be asked to test and confirm fixes; training materials and sessions will be scheduled before the first school-bill runs in January.
