Development of a Formal Employee Training Program in the Revenue Division

About the Program

Category: Personnel Management, Employment and Training (Best in Category)

Year: 2009

Throughout the past decade, the County of Henrico has continued to experience a steady growth in the number of businesses and residents within its community. This has precipitated a corresponding increase in the number of tax returns filed with the Revenue Division. With a limited amount of human resources, coping with the peak period and staffing turnover became exceedingly difficult. Thus a formal training program was developed to assimilate new employees into the operation much quicker and to cross-train the existing staff in areas outside their specialty. This initiative succeeded in not only generating additional revenue for the County, but also enhancing the level of customer service provided to its citizens.