David Verhoff selected as Manatee County Tax Collector’s Most Valuable Employee (Published 11-05-2015)
David Verhoff was selected by his peers as the Manatee County Tax Collector's Most Valuable Employee (MVE) for 2015. Others nominated were Robin Boone, Michelle Leeson, Michelle Mullins, Jennifer Johnson and Kris Reeves.
As a Quality Assurance Support Analyst in the Customer Solutions and Associate Development department, David was assigned a project to research an online appointment system that would provide customers with the ability to schedule appointments online, both as a convenience to the customer and to reduce phone calls to the Contact Center. David took complete ownership of this project and met all due dates assigned to him.
To implement online appointments by the February due date, David worked through several trial versions of various products, developed a comparison matrix of the features, costs, pros/cons of the top three products and then reported his findings to the Senior Team. He then updated procedures, CIPs, FAQs and internet webpages, and was agile in making improvements along the way.
David spent 326 hours prior to the rollout and an additional 40 hours after rollout.
Today 3700 appointments a month are being made online through Appointment Plus; 85% of those appointments are scheduled by the customers themselves from the convenience of their home, office or mobile device. Customers don't have to call the office and can go online 24/7 to see all the appointment times available at each of the four office locations, learn transaction requirements and transactions that only can be processed in the Specialized Driver License department. This has proved to be a time-savings bonus, because customers arrive at the correct office more prepared to complete their transactions!
After the successful implementation of online appointments, David then researched (with Mandie Ferguson) a service desk option to enable associates a quick and easy access to information,
identify trouble tickets, and in turn, help reduce employee stress. After working through trial versions and the bid process, ZenDesk was chosen; David will be developing this product over the coming year.
When other Tax Collector offices visit to get an overview of QA responsibilities, David does a great job presenting the department. He serves on the Mentor Team, assists with New Hire Classroom Training, and handles monthly mailings of DMV Renewal Notices, which includes not only changes to the notices themselves, but also inserts and envelopes, plus coordinates with other departments through annual meetings. He is currently cross-training on mortgage payment processing, suspense accounts and E&I's.
David is the Office lead for the DHSMV stats pilot program that is being tested in selected counties (used for solid data reports on no fee transactions, etc). At the Fall Education Forum, the Hunting & Fishing Coalition requested that he become the Chair, but he respectfully declined due to his many ongoing responsibilities.
David's models our core values of excellence and accountability, innovation, integrity and respect, future focus, customer focus, and teamwork.
The MVE award carries with it a certificate, name engraved on the MVE trophy, name listed on the Most Valuable Employee page on the office web, a Java n Jive gift certificate, a special lanyard pin, and a bonus unileave day, a names a themed casual day in his honor.
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The mission of the Manatee County Tax Collector's Office is to perform our duties
with integrity and respect, focusing on innovation and serving with excellence.
Manatee County Tax Collector is a 2011 Governor's Sterling Award Recipient
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