1. OUR FUTURE: TOGETHER WE CAN THRIVE Department of Finance: Treasury Division

2. Proud of our progress; Excited about our future Key words:  Our: County government and citizens  Board of Supervisors, County Manager, tellers, auditors, and Henrico residents all depending on one another.  Future: Improved efficiency and effectiveness  Striving to provide the simplest and best services. Only by working together can we achieve our goals.

3. Treasury Division and Our Future Purpose: To better assist the taxpayers through more accommodating services.

4. Our Plan  Organize demographics  Proper communication methods  Normal payment methods  Rate our performance  Direct taxpayer opinions Customer Satisfaction EvaluationsSample Evaluation Please refer to handout

5. Our Timeline First Stage Initial survey  Time frame: Over two billing cycles (December 5- June 5) Implementation  Survey development  Treasury, Public Relations and Media Services, or an outside organization Possible organizations: VCU Survey and Evaluation Research Laboratory (SERL), University of Virginia Center for Survey Research, or TeleSight.  Survey distribution  Paper copies included with bills  Online  Telephone Second Stage Follow-up/electronic payment survey

6. Our Benefits  More time-efficient contacts with taxpayer  Specifically tailored communication efforts  Environmentally- friendly and cheaper payment methods  Actual feedback  Improved cashier experience  Better informed public  Quicker, less stressful payment opportunities  More trust and political participation County and Treasury DivisionCitizens

7. Your Concerns  Negative feedback  Direct action  Follow-up/electronic payment system survey  Improvement stems from unfavorable responses  More politically active citizens equates to a more cohesive county  Rapidly changing tech age and supporting evidence ConcernsActuality

8. Our Friends Population: 306,935 Persons under 18 years old: 23.8% Persons 65 years old and over: 12.6% www.co.henrico.va.us/finance/payments/ onlinepayments.html All data collected from U.S. Census 2010 and QuickFacts. Hanover County Population: 99,863 Persons under 18 years old: 24.3% Persons 65 years old and over: 13.7% www.co.hanover.va.us/egov.htm Prince William County Population: 402, 002 Persons under 18 years old: 28.5% Persons 65 years old and over: 7.1% www.pwcgov.org/government/dept/finance/Pages/Welcome- to-eXpress-Tax.aspx Chesterfield County Population: 316,236 Persons under 18 years old: 25.5% Persons 65 years old and over: 10.9% www.chesterfield.gov/content2.aspx?id=11958 County of HenricoOther Locales

9. Our Statistics Night Drop Box May 2012: 1,891 items Lock Box & OPC (Official Payments) May 2012: 262 payments ACH (Automatic Clearing House)  1,019 accounts*  Personal Property: 494 accounts  Real Estate: 525 accounts  * As of June 28, 2012 Public Utilities  3,960 users*  Out of approximately 92,000 customers: 4%  * As of March 6, 2012 Why are these numbers so low? Lack of knowledge

10. Our Possibilities “Determine never to be idle. No person will have occasion to complain of the want of time who never loses any. It is wonderful how much may be done if we are always doing.” -Thomas Jefferson