high-level functions for niche users. Such additions include multi-layer map features; pro-forma reporting; detailed market analysis; measurement tools for insurance adjusters and appraisers; and a determined focus on improving the customer service experience with lower wait times of 2.5 minutes in the lobby and 30 seconds on the phone. These innovations were met with tremendous feedback by using technology to better gauge customer service. OCPA began to change the culture of sticking solely with the status quo and redefining it from the top down.“ Culture is what happens when the boss leaves. It starts from leading by example and going the extra mile. Our goal is to treat the tax payers in a friendly manner and going out of our way to engage them.” This new sociallyminded culture rubbed off on the staff by the impact made in the public ' s reaction with a 99.8 % customer service rating in following performance surveys.
Social media has been yet another integral aspect of getting the OCPA message out to the community. By updating the Facebook page 2-3 times a day, OCPA keeps customers in the loop about its goals, tasks and results adding transparency to the office. Furthered efficiency continues by adding online filing, giving customers the ability to utilize exemption tools from the privacy of their own home. attorneys, healthcare and transportation to name a few. Events continue at full capacity averaging 1000 attendees, staying fully engaged for the duration.
Outreach initiatives such as 45 OCPA satellite offices have become pronounced in the community, fostering an open environment where taxpayers may ask questions through underutilized spaces such as libraries and fire stations. With time, citizens have seen the benefits. One such designation for the OCPA outreach and communication efforts was a recent public information award issued by the International Association of Assessing Officers( IAAO)— where Orange County competed with cities such as Shanghai, Dubai and London. OCPA recently
“ Property Appraiser is not the most exciting office, but we strive to make it interesting, more relevant and continue to do so under budget.” Singh owes a vast amount of OCPA ' s success to his talented staff of less than 150 employees and a supportive family who helps continue the community outreach goals, constantly searching for new ways to serve the county ' s citizens, ways to better the office and spending of tax dollars. This goal results in long hours during the week and events on the weekends, but aids in keeping the OCPA initiatives relevant in the community. Singh strives to walk the walk, and by showing up, demonstrates to the community he cares what ' s important to them in the long run.
COURTESY OF RICK SINGH
As Orange County continues to experience immense growth( being the most complex tax roll in the world), OCPA continues being part of this process in a hands-off approach by maintaining transparency due to their function in valuating historical valuation assets.“ Our role as Property Appraiser is one of encapsulation. We have to find interesting ways to be part of the process, creatively. So we asked ourselves, what is the most vital asset that we have in this office. And the answer was information. The end goal is to take this data and deliver it to the public.” Such forums as the State of Real Estate serve as extensions of this growth. OCPA has created events geared towards educating the public and by bringing along the stakeholders responsible for such growth: builders, developers, received the Certificate Of Excellence award as well from IAAO. Out of 13,000 Property Appraiser offices worldwide, this prestigious honor is awarded to only 1 % globally. Singh himself has been named by the Florida Department of Revenue with the Certified Florida Appraiser( CFA) and Certified Florida Evaluator( CFE) designations. In addition, these designations and awards enable OCPA to serve niche community segments, furthering educational out-reach to military, veterans, seniors and widows about potential exemptions and ways to save time and money. l-r: Daughter Amrita Esq, Rick, wife Davieca and son Avinash
“ A government office can be run with an entrepreneurial spirit. Our return on investment( ROI) is excellent service for our customers. In the words of Gandhi,“ A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” n
VOL 4, Issue 4 n IBASuccessMagazine. com 21