Operation Self-Service - Penalty Cancellation Request Application

About the Program

Category: County Administration and Management (Best in Category)

Year: 2021

Five years ago, the County of Los Angeles (County) Treasurer and Tax Collector (TTC) launched its “Operation Self-Service” initiative - a momentous shift in service delivery philosophy from in-person (including phone) service, to online self-service. This shift was driven by gradual increases over time of routine taxpayer inquiries that increased call volumes and resulted in longer hold times for taxpayers with more complex inquiries. Operation Self-Service allows property owners to find common information quickly through automated processes - reducing wait times to speak with a representative. One unanticipated and beneficial outcome of Operation Self-Service was our ability to process the significant increase in Penalty Cancellation Requests (PCRs) submitted by taxpayers impacted by the COVID-19 pandemic (COVID-19). Pre-COVID-19, the TTC received approximately 2,000 to 4,000 PCRs annually from taxpayers who did not pay their property taxes by the delinquency date. In 2020, due to the economic impact of COVID-19, our office received nearly 50,000 PCRs. Prior to Operation Self-Service, our PCR process was cumbersome and manually intensive, which would have prevented processing this volume. However, based on our improved processes, we were able to respond efficiently and effectively to tens of thousands of property owners experiencing an unprecedented financial crisis.