Thomson Reuters has bestowed a rare Public Sector Champion award to Casey Kaul, on behalf of the Pierce County Auditor’s Recording Team.
Public Sector Champions are individuals and jurisdictions that have achieved excellence in planning, leadership and service. The Recording Team – led by Kaul – won the award for Excellence In Constituent Service.
The award recognizes the Recording Team for its response to a recording-system upgrade in 2011. Introducing the new system created a lot of phone calls and emails from confused and unhappy customers, but team members believed their best learning experiences came from these complaints. They decided to launch another upgrade. To make this transition smoother, a team including Recording and Licensing Supervisor Kaul launched two years of system testing and feedback.
“Even today they continue to send out surveys, identify user issues and provide tips and tricks to ensure the best possible user experience,” noted Steven Granlund of Thomson Reuters.
The Auditor’s Office now receives 30 fewer calls per week, has 18-percent higher usage of the website and even receives public compliments about the upgrade. To hear Kaul’s philosophy about constituent service, visit the awards page at http://tmsnrt.rs/1NqsSMR.
Julie Anderson, Pierce County Auditor