National Association of Counties

County Examples & Solutions

Rockdale Tax Office Text Message Connect

Jul. 6, 2017
Tags: Civic Engagement
  • Document

    Rockdale Tax Office Text Message Connect

    Rockdale County, Ga.

    Rockdale Tax Office processes nearly 10,000 inbound calls per month. Having a small staff of 12, it was difficult to manage call volume and meet the needs of residents in the lobby. With the county population increasing, Tax Commissioner Tisa Smart-Washington sought out a more streamlined way of communicating with residents and proposed the addition of text messaging response. With no additional budget options, staff proposed joining free Google voice services with their existing cloud-based answering system. After 3 months, nearly 40% of monthly call traffic is being handled via text, reducing call response wait times and increasing resident satisfaction with the Tax Office.

    Contact: 
    Mr. RJ Hadley 
    Chief Deputy Tax Commissioner

    Rockdale County, Ga.
    2017-07-06
    County Examples & Solutions
    2017-07-31

Rockdale County, Ga.

Rockdale Tax Office processes nearly 10,000 inbound calls per month. Having a small staff of 12, it was difficult to manage call volume and meet the needs of residents in the lobby. With the county population increasing, Tax Commissioner Tisa Smart-Washington sought out a more streamlined way of communicating with residents and proposed the addition of text messaging response. With no additional budget options, staff proposed joining free Google voice services with their existing cloud-based answering system. After 3 months, nearly 40% of monthly call traffic is being handled via text, reducing call response wait times and increasing resident satisfaction with the Tax Office.

Contact: 
Mr. RJ Hadley 
Chief Deputy Tax Commissioner

About 100 Brilliant Ideas at Work

Counties play an essential role in keeping America’s communities healthy, vibrant and safe. With public and private sector partners, we pursue innovative approaches to advance public health and well-being, protect public safety and foster economic strength and resiliency. Counties anticipate and adapt to challenges by thinking outside the box and demonstrating local leadership that makes a difference in people’s lives.

Under the leadership of NACo Immediate Past President Bryan Desloge, NACo embarked on an initiative to identify and share 100 examples of visionary county leadership that results in improving residents’ quality of life. Through this initiative, NACo worked with county leaders and partners to share best practices that bolster our nation’s ability to thrive county by county.

See All 100 Brilliant Ideas

Related News

Related Resources