Defaulted Penalty Cancellation and Split Request Process Change

About the Program

Category: Information Technology (Best in Category)

Year: 2021

In 2018, the San Diego County Treasurer-Tax Collector (TTC) experienced accountability and transparency problems with requests for defaulted splits and penalty cancellations. At that time, requests were received via a set of paper documents. Processing involved obtaining actions and approvals from multiple people from different divisions within the office and another department. The process lacked accountability for what was received, transparency as to the status of requests, and efficient workflows since employees were required to move paper documents from one workgroup to another. In 2020, the TTC identified and implemented a solution to fix these issues. A documentation package created electronically as a .pdf and sent to a SharePoint site replaced paper documents. A combination of email and SharePoint workflows to move the request through processing replaced physical paper movement. Placing the requests on SharePoint made the document package and request status available to all TTC employees. Physical transporting of the documents through each step became as instant as email, greatly reducing processing time and increasing accountability. The use of SharePoint has enabled a more efficient process and positioned the department well to respond to the teleworking environment resulting from the coronavirus pandemic.