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Audit flags duplicate abatement fees, recommends process changes and automated notifications
Summary
Internal audit found duplicate administrative charges for some properties with multiple abatement work orders on the same day (totaling about $9,325), identified 11 properties with liens unresolved at title transfer, and recommended stopping duplicate assessment and adding automated Salesforce-based notifications on ownership change.
The audit reviewed code-compliance abatement work orders and revenue recovery processing. Internal audit found the abatement program generally functions in accordance with ordinance, with about 1,620 abatement work orders totaling roughly $956,000 in value during the scope; about 60% of abatements were paid without lien. But auditors flagged instances where multiple work orders performed on a single property on the same day produced escalating administrative fees, resulting in excessive charges totaling about $9,325.
Staff told the committee that under the previous case-management system limited visibility sometimes caused duplicate administrative fees and that Salesforce implementation has improved address-level visibility. Management agreed to discontinue the practice of assessing multiple administrative fees for work performed on the same property on the same day, to issue notification letters to 11 properties with outstanding liens that transferred at sale, and to ensure all lien releases are supported with documentation.
Audit recommendations include creating automated workflows in Salesforce to generate notifications on ownership change, reviewing and adjusting affected lien balances, and tightening credit-memo support and approval processes. Management set implementation timelines (some items immediate; workflow automation projected by October 2026).
