Rockdale Tax Office Text Message Connect

About the Program

Category: Civic Education and Public Information (Best in Category)

Year: 2017

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.