Governing for Results 13 - Washington State Digital Archives

Employment Security Department
North Seattle Tax Office Back Tax Reduction
North Seattle Tax Office staff decided to reduce the number and dollar amounts
for employers owing over $100 in back taxes. They formed a team to develop
and implement a plan to reduce the tax debt. They discovered that the Collection
Manual was out-of-date, new staff needed training, legal correspondence
processes were time consuming, and that employer information and addresses
were not up-to-date. They revised the Collection Manual which now provides
consistent, timely and useful information to all staff. Additionally, training is
provided to all staff on use of the agency's new software that updates employer
information and streamlines the legal correspondence process. By using the
software for legal tax correspondence for collection documents, the Notice of
Assessment, Liens and Warrants can be produced on the auditor's desk top
rather than forwarded to support staff for typing.
Results
★ Decreased accounts receivable by $305,887 or 23% (baseline data in April
2000 was $1,305,875 in back taxes owed - October 2000, $999,988 was
owed).
★ Saved 128 FTE hours by updating the Collection Manual and training staff.
★ Improved staff morale by providing training and streamlining processes.
★ Improved customer service by using the automated Legal Correspondence
software.
Team Name: Reduction Task Force
Team Members: Janet Chinn, Julie Coleman, Terrell Deere
CONTACT: Terrell Deere, (206) 706-3809
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