Tax Administration COVID-19 Response

About the Program

Category: County Administration and Management (Best in Category)

Year: 2021

To address the challenges brought on by COVID-19, Durham County Tax Administration (DCo Tax) implemented a multi-faceted solution. DCo Tax adapted its remote call center to allow staff to answer public phone calls while working remotely and implemented a live chat feature on the Tax website that engages with the public in a fast and efficient way. The live chat feature has lessened call wait times and received a 99% satisfaction rate across 2,159 live chats so far. Additionally, the Board of Equalization and Review has migrated to a digital review space that allows taxpayers to have their appeal cases heard in a safe, no-contact setting via Zoom. The board has successfully heard and resolved over 369 appeal cases virtually. Finally, to help the community recover from the devastation of COVID-19, DCo Tax implemented a new tax relief program, the Long-Term Payment Plan Deferral Program. The program is designed for individuals that may not qualify for state relief programs and allows taxpayers to pay their property tax bill over time. Qualifying taxpayers receive up to ten years to pay their current bill unless a disqualifying event occurs. This relief program is the only one of its kind in North Carolina