1. Citizens are talking. Are we listening? Using customer data in your organization Presented by: Carlos Thomas Chief Deputy Tax Collector

2. Voice of the Customer Data How do you know what is most important to your customer? What are your customers telling you? Does the data support what your experience tells you? Using customer data to manage by fact.

3. Voice of the Customer Data “Operation Reduce Wait Time”

4. Collecting Voice of the Customer Data Methods of collecting Voice of the Customer data: Customer Requirements Survey Customer Satisfaction Survey Customer Complaints / Dissatisfaction Benchmarking to Comparable Organizations

5. Using Data in Strategic Planning Incorporating Voice of the Customer data into strategic planning Setting overall strategic direction relative to customer data Aligning goals to expectations of your customers Designing strategic initiatives designed to close performance gaps

6. Using Data in Strategic Planning Mission / Vision Financial ResponsibilityExceptional Customer Service Organizational Excellence Engaged & Knowledgeable Workforce

7. Managing Customer Expectations Holding senior leaders accountable for meeting customer expectations Monthly Business Review Meetings Analyzing current results Reporting progress on strategic initiatives Quarterly / Annual Performance Reviews Executive Action Register

8. Questions??? Voice of the Customer