How Palm Beach County Agencies Leverage Data Quality
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How Palm Beach County Agencies Leverage Data Quality

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  • Welcome everyone. I want to thank you for taking the time to listen to us for the next 45 minutes or so. My name is Jenny Sharpe and I handle marketing programs for our government and utilities sectors. Experian QAS is very pleased to have both Palm Beach County Property Appraiser and Palm Beach County Water Utilities here with us today to talk about how they leveraged data quality tools.Our customers tell us that their data quality impacts countless operations and services within their county organizations, and PBC is an excellent example of that. Currently using us across three separate county agencies, I asked PBC to do a Q&A so that they could talk about their experiences both pre and post implementation of QAS. So lets get into the format of the presentation.
  • Today, we have Eva Koblenc, Systems Administrator, Customer Service Systems from PBC Water Utilities and Pat Poston, Director of Exemption Services, PBC Property Appraiser, speaking about their experience with address verification and we are very pleased to have them with us!We’ll then get into a short product demonstration presented by Joe Lang, one of my colleagues who works extensively within the government and utilities sector.And then we’ll take questions from the audience. I want to mention that if you have questions at any point of the presentation feel free to type them in the chat box in the lower right hand portion of your screen you don’t have to wait until the end of the presentation. Alright so with that lets get into it
  • Eva, Would you mind introducing yourself and your role, and give a quick overview of your agency?
  • Pat, Would mind taking a minute to introduce yourself, your agency and your role?
  • Eva, what are some of the internal, operational repercussions of bad address data, how did it hurt PBC Water Utilities? Pat – what about for PBC Property Appraiser?
  • Eva how do address errors get into your system in the first place?
  • Pat – How about for PBC Property Appraiser – how do address errors get into your system/processes?
  • Eva, how did you start your address data quality initiative and ultimately select software?
  • Pat – How did PBC Property Appraiser start their address data quality initiative? How did you decide which software to use?
  • Eva – What was your experience training staff to use Experian QAS products?Pat – how was your training experience?
  • Eva, could you walk us through some of the results you’ve seen since implementing QAS address verification tools?
  • Pat – what results have you seen since implementing QAS address verification tools?
  • Thanks so much Eva and Pat!At this time I’d like to pass things over to Joe, who will show us a quick demonstration of the tools Eva and Pat were talking about.

How Palm Beach County Agencies Leverage Data Quality How Palm Beach County Agencies Leverage Data Quality Presentation Transcript

  • How Palm Beach County Agencies Leverage DataQuality ToolsA Q&A with PBC Property Appraiser and PBC Water Utilities Teleconference - Passcode -© Experian Limited 2008. All rights reserved. Experian and the marks used herein are service marks or registered trademarks of Experian Limited. Other product and company names mentioned herein may be the trademarks of their respective owners. No part of this copyrighted work may be reproduced, modified, or distributed in any form or manner without the prior written permission of Experian Limited. Confidential and proprietary.
  • Welcome!Introductions and Overview of Today’s Session Q&A with Palm Beach County on impacts of address verification Today’s speakers:  Eva Koblenc  Systems Administrator, Customer Service Systems, Palm Beach County Water Utilities  Pat Poston  Director of Exemption Services, Palm Beach County Property Appraiser  Joe Lang  Key Account Manager, Experian QAS Experian QAS product demonstration Questions from the audience © Experian Limited 2008. All rights reserved. Confidential and proprietary. 2
  • 1. Will you introduce yourself, your role and give aquick overview of your agency? Eva Koblenc, Palm Beach County Water Utilities  System Administrator of Customer Service Systems  PBC Water Utilities provides drinking water to 500,000 residents in south-east Florida © Experian Limited 2008. All rights reserved. Confidential and proprietary. 3
  • 1. Will you introduce yourself, your role and give aquick overview of your agency? Pat Poston, Palm Beach County Property Appraiser  Director of Exemption Services  PBC Property Appraiser is responsible for determining the value of all properties within the county for tax purposes, providing the mailing address for billing and administering tax exemptions for qualified property owners. © Experian Limited 2008. All rights reserved. Confidential and proprietary. 4
  • 2. What are the internal, operational repercussions ofbad address data? How does it hurt your organization?Eva Koblenc, PBC Water Utilities  Bills go unpaid  Operational inefficiencies  Customer service issuesPat Poston, PBC Property Appraiser  Taxes go unpaid  Important tax communications not received  Other agencies are hindered © Experian Limited 2008. All rights reserved. Confidential and proprietary. 5
  • 3. How do address errors get into yoursystem/processes?Eva Koblenc, PBC Water Utilities Human error Miscommunications Foreign languages © Experian Limited 2008. All rights reserved. Confidential and proprietary. 6
  • 3. How do address errors get into yoursystem/processes?Pat Poston, PBC Property Appraiser Errors during manual entry Missing unit numbers Zip code errors Misspellings of city and street names Formatting errors © Experian Limited 2008. All rights reserved. Confidential and proprietary. 7
  • 4. How did you start your address data qualityinitiative and ultimately select software? “The tool we previously had in place was used to help clean our existing database, but it didn’t stop the problem of bad addresses being captured and entered. The interactive tools we were shown by Experian QAS, and ultimately purchased, eliminated the room for error at the point-of-entry, while also dramatically reducing key stroke time.” -Eva Koblenc, PBC Water Utilities © Experian Limited 2008. All rights reserved. Confidential and proprietary. 8
  • 4. How did you start your address data qualityinitiative and ultimately select software? “Upon testing the tools, my staff and I immediately realized how useful they were and how easily our data quality problem could be fixed. With QAS, instead of analyzing mail once it’s sent back, you’re now able to stop it from ever being returned in the first place.” -Pat Poston, PBC Property Appraiser © Experian Limited 2008. All rights reserved. Confidential and proprietary. 9
  • 5. What was your experience training staff to useExperian QAS products?Eva Koblenc, PBC Water Utilities  Minimal training effort  Staff up and running in no timePat Poston, PBC Property Appraiser  Staff adapted immediately  Increased efficiencies  Streamlined processes © Experian Limited 2008. All rights reserved. Confidential and proprietary. 10
  • 6. What results have you seen since implementingExperian QAS address verification tools?Eva Koblenc, PBC Water Utilities  Amount of inaccurate information being entered into the database has dramatically decreased  Call center reps now have the ability to identify a customer’s address even if they’re not pronouncing it correctly  Speed in which addresses are now captured has increased operational efficiency  Substantial cut back in key stroke time  Improved customer service © Experian Limited 2008. All rights reserved. Confidential and proprietary. 11
  • 6. What results have you seen since implementingExperian QAS address verification tools?Pat Poston, PBC Property Appraiser  27% decrease in returned mail  Streamlined processes  Now have the ability to ensure important tax information is being delivered to the correct address © Experian Limited 2008. All rights reserved. Confidential and proprietary. 12
  • QASProducts & servicesReal-time verification Clean & enhanceAddress Clean QAS Pro  QAS Batch QAS Pro On Demand  QAS Bulk Processing QAS Pro Web  Phone & Email Batch QAS Pro API EnhancePhone and Email  De-Dupe Tool QAS Phone  NCOALink® QAS Email © Experian Limited 2008. All rights reserved. Confidential and proprietary. 13
  • Questions ? Submit your questions now! Questions after the event? Email: us.webinars@qas.com Call: 888-727-3985 Visit: www.qas.com/gov © Experian Limited 2008. All rights reserved. Confidential and proprietary. 14
  • Please visit www.qas.com for more information. © Experian Limited 2008. All rights reserved. Confidential and proprietary. 16