high-level functions for niche users . Such additions include multi-layer map features ; pro-forma reporting ; detailed market analysis ; measurement tools for insurance adjusters and appraisers ; and a determined focus on improving the customer service experience with lower wait times of 2.5 minutes in the lobby and 30 seconds on the phone . These innovations were met with tremendous feedback by using technology to better gauge customer service . OCPA began to change the culture of sticking solely with the status quo and redefining it from the top down . “ Culture is what happens when the boss leaves . It starts from leading by example and going the extra mile . Our goal is to treat the tax payers in a friendly manner and going out of our way to engage them .” This new sociallyminded culture rubbed off on the staff by the impact made in the public ' s reaction with a 99.8 % customer service rating in following performance surveys .
Social media has been yet another integral aspect of getting the OCPA message out to the community . By updating the Facebook page 2-3 times a day , OCPA keeps customers in the loop about its goals , tasks and results adding transparency to the office . Furthered efficiency continues by adding online filing , giving customers the ability to utilize exemption tools from the privacy of their own home . attorneys , healthcare and transportation to name a few . Events continue at full capacity averaging 1000 attendees , staying fully engaged for the duration .
Outreach initiatives such as 45 OCPA satellite offices have become pronounced in the community , fostering an open environment where taxpayers may ask questions through underutilized spaces such as libraries and fire stations . With time , citizens have seen the benefits . One such designation for the OCPA outreach and communication efforts was a recent public information award issued by the International Association of Assessing Officers ( IAAO )— where Orange County competed with cities such as Shanghai , Dubai and London . OCPA recently
“ Property Appraiser is not the most exciting office , but we strive to make it interesting , more relevant and continue to do so under budget .” Singh owes a vast amount of OCPA ' s success to his talented staff of less than 150 employees and a supportive family who helps continue the community outreach goals , constantly searching for new ways to serve the county ' s citizens , ways to better the office and spending of tax dollars . This goal results in long hours during the week and events on the weekends , but aids in keeping the OCPA initiatives relevant in the community . Singh strives to walk the walk , and by showing up , demonstrates to the community he cares what ' s important to them in the long run .
COURTESY OF RICK SINGH
As Orange County continues to experience immense growth ( being the most complex tax roll in the world ), OCPA continues being part of this process in a hands-off approach by maintaining transparency due to their function in valuating historical valuation assets . “ Our role as Property Appraiser is one of encapsulation . We have to find interesting ways to be part of the process , creatively . So we asked ourselves , what is the most vital asset that we have in this office . And the answer was information . The end goal is to take this data and deliver it to the public .” Such forums as the State of Real Estate serve as extensions of this growth . OCPA has created events geared towards educating the public and by bringing along the stakeholders responsible for such growth : builders , developers , received the Certificate Of Excellence award as well from IAAO . Out of 13,000 Property Appraiser offices worldwide , this prestigious honor is awarded to only 1 % globally . Singh himself has been named by the Florida Department of Revenue with the Certified Florida Appraiser ( CFA ) and Certified Florida Evaluator ( CFE ) designations . In addition , these designations and awards enable OCPA to serve niche community segments , furthering educational out-reach to military , veterans , seniors and widows about potential exemptions and ways to save time and money . l-r : Daughter Amrita Esq , Rick , wife Davieca and son Avinash
“ A government office can be run with an entrepreneurial spirit . Our return on investment ( ROI ) is excellent service for our customers . In the words of Gandhi , “ A customer is the most important visitor on our premises . He is not dependent on us . We are dependent on him . He is not an interruption in our work . He is the purpose of it . He is not an outsider in our business . He is part of it . We are doing him a favor by serving him . He is doing us a favor by giving us an opportunity to do so .” n
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