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Tax collectors tell commissioners Tyler billing system needs fixes and training
Summary
Mount Pocono tax collector Ann Marie Harris told commissioners tax collectors face slow response from the Tyler system, inconsistent penalty calculations on reprinted bills and insufficient help-desk support; county IT said a staffer will assist and a training manual is being developed.
During public comment on Dec. 17, Mount Pocono Tax Collector Ann Marie Harris told the Monroe County Board of Commissioners that tax collectors are struggling with the county's Tyler billing system. Harris requested training for five incoming tax collectors and reported that some reprinted bills show a 5% penalty instead of the correct 10% amount for certain reprints.
Chairman John D. Christy said taxpayers would be responsible for the additional five percentage points and that the system slowness appeared resolved. Chief Clerk Robert J. Gress said an IT training manual is being developed and urged tax collectors to use the help desk so issues can be documented. Harris said she has used the help desk and not received answers.
Patricia Clancy, Director of Information Technology and Services, said an individual has been designated to assist tax collectors and requested that staff be copied on help-desk tickets to ensure issues are tracked. Chief Assessor Deborah Storman said the county holds a ticket meeting with Tyler every other week and currently has about 20 open tickets, roughly 10 of which are similar issues; meeting times were changed so Clancy can attend.
The exchange did not include a resolution at the meeting; commissioners told tax collectors training resources exist and staff described ongoing technical troubleshooting with Tyler and a plan to document and escalate problems through help-desk tickets.
