Improving Government Accountability for Senior Exemptions: Success Update
"Discover the latest progress of the Government Accountability and Oversight Committee regarding senior exemptions. With a record number of applications processed and new strategies in place, the team is making significant strides towards efficient service delivery."
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Presentation Transcript
SENIOR EXEMPTIONS UPDATE GOVERNMENT ACCOUNTABILITY AND OVERSIGHT COMMITTEE JULY 13, 2021
Backlog of current year 2020 applications is essentially complete Less than 100 remain We set a record in the last quarter for applications processed 2300+ applications processed to completion in the last 12 weeks That s about how many we have historically done in a year We are now processing 2021 applications One area where work remains is on "Prior Year Only" applications We have good news to report
OUR NEW APPROACH IS WORKING: 2300+ Applications Processed in 12 Weeks
Historic Volume Historic Volume of Senior of Senior Exemption Exemption Applications Applications
THANKS TO PARTNERS IN THIS PROCESS Thanks to Council, Executive and Labor Partners for supporting additional staffing to achieve this result Thanks to Senior Exemptions Team and other Assessor s Office Staff for overtime, hard work and dedication to community service
Standdown March 23 & March 25 Stopped work for two half days Full team devoted to process improvement and problem solving Customer feedback (Homeownership WA, AARP) Gather team input on processes and pain points Cross departmental problem solving (DES, Treasury) Process improvement planning Team building and culture LEAN Approach to Process Improvement
THE PLAN, INTRODUCED APRIL 13TH: Prioritize application categories 1st is "Current Year" applications received in 2020 and any associated prior year applications, Focus on production what we can do to speed up, to maximize return on effort, Expedited review process based on home value criteria, Assign work-based staff knowledge, skill and ability, match people with the best skills Drive for results and measure progress, now have weekly reporting Responsive staffing model as work completed and needs shift. Move staff to other categories when needed Audit on the back end all works due to auditing with AI and senior staff
REGULAR PROGRESS REVIEW
CURRENT WORKING PRIORITIES 1. Close out remaining 2020 "current year" applications a) (86 In Progress, 384 waiting on additional information) 2. Starting 7/1 working on 2021 "current year" applications a) Single Year (1612) b) Multi Year (563) c) Target is to complete as many of these as possible in our 3-month goal, so applicants get correct second half tax payment d) This is one reason we set the goal at 3 months big spike in applications in February when folks get their tax documents 3. Continue working "prior year" only applications a) Prioritizing by date received oldest first (899 received in 2021, 1230 prior to 2021) Six month of applications pending at current pace of work (5095) Additional staff will continue to increase weekly throughput as they become more familiar with job Work with and respond to King County Auditor (audit in-progress)
2019 Legislations changed the Senior Exemption program, effective January 1, 2020 Threshold for program participation raised from $40K to $58K Planned for increase in work volume (PTAS, portal, staffing) Unanticipated challenges (application volume, COVID, telecommuting, systems issues, application complexity) Context Slide Result: Long customer wait times for processing and significant backlog of applications at the end of 2020
