2023 Government Experience Awards

Our department is proud to have helped Alameda County be recognized again as a Government Experience Project Winner by the Center for Digital Government! We were recognized for our Property Tax Online Penalty Waiver Project which was the result of a partnership between our Treasurer-Tax Collector’s Office, Auditor-Controller’s Office, and our Information Technology Department. The project took a decades-old, manual, “Claim for Refund of Delinquent Penalty” application and review process and transformed it into a 100% online, self-service solution available 24/7. This project implemented an online screening/pre-approval solution that automated repetitive activities, reduced paper usage and storage, and provided customers with an option to securely upload sensitive documents to the County.

Prior to this new service, customers were required to contact the Treasurer-Tax Collector’s call center and speak with an agent to start the process. The agent would then ask a series of questions to determine the caller’s eligibility, after which the call representative would send the caller the application form through the US mail. Once the caller completed the form and sent it back to the office, the Chief Deputy Tax Collector along with the review committee would review the form, approve or reject the application, and scan the document for retention purposes, forwarding the original to the auditor’s office for processing the payment, making a full copy for their records.

The Online Penalty Waiver Project completely eliminated this entire manual, time-consuming process, replacing it with a streamlined, easy-to-use, online solution, available anytime from any device. All aspects of the process were fully automated: eligibility determination, penalty waiver application, approval or rejection of the application, secure online document storage, and secure document transfer to and from the Auditor-Controller’s office.

The Government Experience Awards recognize the achievements and best practices of states, cities and counties that are radically improving the experience of government and pushing the boundaries of how citizen services are delivered.