The Customer
Municipality Tax Department
Overseeing and validating citizen service requests related to taxation.
The Problem
Frequent walk-ins and ongoing document follow-ups were causing inefficiencies in the city council’s collections branch, putting added strain on the contact center. Staff were often tied up with repetitive tasks, impacting response times and overall service quality. It became clear that more streamlined processes were needed.
Challenges
One of the key challenges in addressing these issues was the complexity of navigating numerous scenarios and regulatory boundaries. The tax branch had to account for a wide range of cases, each with its own set of rules and requirements. Strict compliance with local and national tax regulations added another layer of complexity, making it difficult to create a one-size-fits-all solution and slowing efforts to streamline services.
