Annual Report 2020 -2021

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Customer ServiceIn 2020 the Assessor’s Office shifted to electroniccustomer satisfaction surveys away from morecostly and cumbersome paper and telephone tools.The surveys continue to measure clarity of information,courtesy, helpfulness, professionalism,promptness, and overall satisfaction. Between June2020 and September 2020, 151 taxpayers participatedin our new customer satisfaction survey.fastexcellent oncourteousWhat our Customers are SayingKnowledgeable and Professional 96%Overall Satisfaction 96%all countsHelpfulinformativeThank you for helping us politeefficientAmazingly fastemail responseprofessionalPromptly Responded 97%Courteous and Helpful 96%Above & Beyond ExpectationsImpressed with their support,especially with the currentchallenges...clearthoughtfuldiligentwonderful serviceI expected a DMV experiencegot a Rolls Royce experiencequickkindrespectfulpatient...I was able to getall my questionsswiftly answeredover emailMr. Larry Stone’sspeech was verypowerful, informativeand helped alot.Reaching Out to the CommunityCounty Assessor Larry Stone enjoys speaking to neighborhood associations,realtors, business organizations, and civic groups like Rotary, Kiwanis, CityCouncils, School Boards, and Chambers of Commerce. Last year, he deliveredover 50 speeches. To request the Assessor to speak, go to www.sccassessor.gov.26Santa Clara County Annual Report 2020
Performance CountsLed by County Assessor Larry Stone, the Assessor’s Office has implemented an ambitious performance-basedbudgeting and management initiative. Based on the simple idea that what gets measured gets done, the Assessor’sOffice has a clear mission statement and measurable performance indicators designed to quantify improvementover time, all tied directly to the budget.Performance MeasuresThe following are the Assessor’s comprehensive performance measures for Fiscal Year 2018-19. By reportinghigh-level quantitative and qualitative data that track levels of customer satisfaction, timeliness of product delivery,accuracy of assessments and overall efficiency, these measures allow the Assessor to identify and recordservice levels from year to year, designed to achieve specific continuous improvement objectives. The data iscompiled from the results of similar, more detailed measures in each Division of the Assessor’s Office. The performancemeasures were developed in collaboration with both line staff and managers.1. Completed 99.8 percent of assessments (99.1 percent in 2019)The assessment roll is the basis by which property taxes are levied. The completeness of the assessment rollassures public agencies dependent upon property tax revenue that the assessment roll accurately reflects currentmarket activity.2. 171 was the average number of days to deliver supplemental assessments to the Tax Collector. (169 in2019)Supplemental assessments occur upon a “change in ownership” or “new construction” of real property. Thisperformance measure ensures timely notification to those property owners who acquire or complete new constructionon their property.3. The average number of days to resolve an assessment appeal in 2020 was 685 (524 in 2019)By statute, assessment appeals must be resolved within two years of filing, unless a waiver is executed by thetaxpayer. This performance measure ensures a timely equalization of assessments for property owners. The averagenumber of days to resolve a residential appeal was 380 days.4. Customer satisfaction rating from all office surveys in 2019 was 95.8 percent. (87 percent in 2019)This outcome measures cumulatively the satisfaction level of both our internal and external customers who relyon the Assessor for timely service and accurate information.5. Total expenditures were 93.6 percent of the budget in FY 2020 (97 percent in 2019)The budget/cost ratio compares the department’s actual bottom line expenditures at the end of the fiscal year tothe budget to ensure that costs do not exceed anticipated resources.What gets Measured gets DoneCost AccountingA critical component of the Assessor’s performance-based budget and management system is the comprehensivecost accounting system that allows the Assessor to financially account for nearly every task performed by officestaff. The data captures the fully loaded cost, including compensation, benefits, overhead, etc., of activities suchas the cost of a residential or commercial appraisal, or an audit of a major company.Managers use the cost accounting data to measure performance and establish quality standards, allocate workassignments, and measure completion rates. Managers are able to review hours worked, essential for calculatingthe cost per unit. This information is critical for achieving increased productivity, and improving customerservice to property owners, taxpayers, and public agencies that depend on property tax revenue.Santa Clara County Annual Report 202027
Page 2 and 3: TABLE OF CONTENTSMessage from Lawre
Page 4 and 5: date. There was a noteworthy declin
Page 6 and 7: How Tax Bills Are CalculatedAfter t
Page 8 and 9: What Are Supplemental Assessments?S
Page 10 and 11: Assessment Information by CityWhile
Page 12 and 13: Proposition 13Passed by the voters
Page 14 and 15: ASSESSED VALUE$14,000,000,000$12,00
Page 16 and 17: Major New ConstructionMajor New Con
Page 18 and 19: Top 10 Changes in Ownership 2020-20
Page 20 and 21: What is Proposition 8?Proposition 8
Page 22 and 23: Business Personal PropertyAssessed
Page 24 and 25: Assessment Appeals ProcessIn Santa
Page 28 and 29: Explanation of Terms*Ad Valorem Pro
Page 30 and 31: City Agricultural &miscellaneous202
Page 32 and 33: 2020-2021 Net Assessed Value (AV) a
Page 34 and 35: Property Assessment Monthly Calenda
Page 36: Office of the County AssessorLawren

Annual Report 2020 -2021

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