How Palm Beach County Agencies Leverage Data Quality

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How Palm Beach County Agencies Leverage Data Quality Tools

A Q&A with PBC Property Appraiser and PBC Water Utilities

Teleconference -

Passcode -

© Experian Limited 2008. All rights reserved.Confidential and proprietary. 2

Q&A with Palm Beach County on impacts of address verification Today’s speakers:

Eva Koblenc Systems Administrator, Customer Service Systems, Palm Beach

County Water Utilities Pat Poston

Director of Exemption Services, Palm Beach County Property Appraiser

Joe Lang Key Account Manager, Experian QAS

Experian QAS product demonstration Questions from the audience

Welcome!Introductions and Overview of Today’s Session


1. Will you introduce yourself, your role and give a quick overview of your agency?

Eva Koblenc, Palm Beach County Water Utilities System Administrator of Customer Service

Systems PBC Water Utilities provides drinking water

to 500,000 residents in south-east Florida


1. Will you introduce yourself, your role and give a quick overview of your agency?

Pat Poston, Palm Beach County Property Appraiser

Director of Exemption Services PBC Property Appraiser is responsible

for determining the value of all properties within the county for tax purposes, providing the mailing address for billing and administering tax exemptions for qualified property owners.


Eva Koblenc, PBC Water Utilities Bills go unpaid Operational inefficiencies Customer service issues

Pat Poston, PBC Property Appraiser Taxes go unpaid Important tax communications not received Other agencies are hindered

2. What are the internal, operational repercussions of bad address data? How does it hurt your organization?


3. How do address errors get into your system/processes?

Eva Koblenc, PBC Water Utilities

Human error Miscommunications Foreign languages


3. How do address errors get into your system/processes?

Pat Poston, PBC Property Appraiser

Errors during manual entry Missing unit numbers Zip code errors Misspellings of city and street names Formatting errors


4. How did you start your address data quality initiative and ultimately select software?

“The tool we previously had in place was used to help clean our existing database, but it didn’t stop the problem of bad addresses being captured and entered. The interactive tools we were shown by Experian QAS, and ultimately purchased, eliminated the room for error at the point-of-entry, while also dramatically reducing key stroke time.”

-Eva Koblenc, PBC Water Utilities


4. How did you start your address data quality initiative and ultimately select software?

“Upon testing the tools, my staff and I immediately realized how useful they were and how easily our data quality problem could be fixed. With QAS, instead of analyzing mail once it’s sent back, you’re now able to stop it from ever being returned in the first place.”

-Pat Poston, PBC Property Appraiser


5. What was your experience training staff to use Experian QAS products?

Eva Koblenc, PBC Water Utilities Minimal training effort Staff up and running in no time

Pat Poston, PBC Property Appraiser Staff adapted immediately Increased efficiencies Streamlined processes


6. What results have you seen since implementing Experian QAS address verification tools?

Eva Koblenc, PBC Water Utilities Amount of inaccurate information

being entered into the database has dramatically decreased

Call center reps now have the ability to identify a customer’s address even if they’re not pronouncing it correctly

Speed in which addresses are now captured has increased operational efficiency

Substantial cut back in key stroke time

Improved customer service


6. What results have you seen since implementing Experian QAS address verification tools?

Pat Poston, PBC Property Appraiser 27% decrease in returned mail Streamlined processes Now have the ability to ensure

important tax information is being delivered to the correct address


QASProducts & services

Real-time verification Clean & enhance

Clean QAS Batch QAS Bulk Processing Phone & Email Batch

Enhance De-Dupe Tool NCOALink®

Address QAS Pro QAS Pro On Demand QAS Pro Web QAS Pro API

Phone and Email QAS Phone QAS Email


Questions

Questions after the event?

Email: [email protected]

Call: 888-727-3985

Visit: www.qas.com/gov

?Submit your questions now!


Please visit www.qas.com for more information.

http://www.qas.com/?tid=2326

http://www.qas.com/?tid=2326

Technology

How Palm Beach County Agencies Leverage Data Quality