This presentation talks about the Osceola County Property Appraiser's Public Outreach Program and how it is bringing relevant information to the property owners and increase constituent engagement.

1. “Excellence in Public Outreach for a community in transition”
Katrina Scarborough, CFA, CCF, MCF
Osceola County, FL - Property Appraiser
Nomination for 2019 Public Sector Champion Awards
June 2019

2. As Osceola County transitions into a mid-size county, the County’s profile is changing. We are experiencing
unprecedented growth – both in terms of population as well as new construction. Despite this growth, my
office budget has not grown proportionately.
I am presenting our effort over the last two years to establish a fiscally responsible, yet ultimately effective
Public Outreach Program. I want to thank my colleagues in other counties who have shared their
experiences and insights on reaching their constituents.
Thank you so much for considering us for this prestigious award.
Yours sincerely,

3. Osceola County Florida is 5th fastest growing county in the country (source: US Census**)
37% population growth between April 2010 - July 2018 (100K new residents)
** https://www.census.gov/newsroom/press-releases/2019/estimates-county-metro.html (#1 in counties > 200K population)

4. 52% Hispanic or Latino Population
32% White
10% Black or African American
6% Asian and other
Osceola County has a high concentration of Hispanic or Latino ethnicity (mostly Puerto Rican origin)
Of the 166K workforce - approximately 25% are employed in the Tourism Industry**
Predominantly service
sector and tourism
related jobs.
Median household
income of $49K (2018)
** Source https://datausa.io/profile/geo/osceola-county-fl/ (2017 numbers)

5. Information / Message Customer Segments Method / Medium
- Homestead Exemption (tax savings)
- Disabled Veterans Exemptions
- Limited Income Seniors Exemptions
- Classifying Agriculture use (tax savings)
- Exemption fraud (prevent & recover)
- Home buyer tips
- Property research (for various reasons)
- Market Insights (Sales trends)
- Business owners (TPP info)
- Economic Development (Collaboration)
- Property Tax System Illustration
- Location based services (GIS integration)
- Taxroll and Tax impact
- Seniors
- Homeowners (new and existing)
- Potential Homebuyers
- Veterans
- Business owners
- Agriculture owners
- Finance, Insurance, Real Estate (FIRE)
- Government agencies (local, state, fed)
- Policy makers and Media
- Interest groups (HOA, etc…)
- Survey & Engineering
- Economic Development
- Developers, Investors
- Mass mailers (TRIM Notice, other)
- Email campaigns (mass emails)
- Public events (to host and to attend)
- Field Visits (sorry we missed you card)
- Seminars (to host and to attend)
- Media engagement (TV, radio, print)
- Social media (Facebook, LinkedIn)
- Phone calls
- Face-to-face interaction (front counter)
- Public Service Announcements
- Joint messaging (Tax collector, others)
- Multilingual (Website, Print)
- ADA compliant website
Customer and Information Segmentation

6. What information do we provide to the Public?
• Sales and Aggregate Market Data (Comparative Market Analysis)
• New Construction and Proposed Development trendsTrends & Analysis
• Online access to property information (ownership, attributes,
• Online access to personal property accountsProperty Data
• Online access to map data and multi-year aerial imagery
• Online access to other Geospatial layers (zoning, school zones)Map Data
• Online access to all forms (eFile, fillable pdf, etc..)
• Online access to Taxroll data (millage rates,Forms & Taxroll Data
• Annual Notice of Valuation and Proposed Taxes
• Notice of staff visiting propertyNotices
• Calculate estimated taxes
• Calculate income proformaCalculators
•Tax Saving Exemptions and Exemption Fraud Prevention
•Personal Property, Appeals Process, Hurricane Preparedness, etc..Public Awareness
• Calendar of public events attended by the office
• Social Media posts of events attended by the officePublic Events

7. What information channels do we use?
Website
• Most Property data is available on our website property-appraiser.org
• Our mapsite has Cadastral Information + Other pertinent layers (sales, aerials, etc…)
Social
Media
• Active Facebook page (facebook.com/appraiserkatrina)
• LinkedIn Company page (linkedin.com/company/osceola-county-property-appraiser
Email
• Email outreach using Constant Contact
• Customer notification emails from internal workflows (example: notify customer when exemption is granted)
Field
• Pertinent information is handed over to customer during field visits (Residential, Commercial, Agriculture, TPP)
• In the event we missed the customer, then a door hanger is left to notify customer of our visit
Events
• Exemptions Outreach events in the community
• Speaking engagements, open house, public training sessions
Media
• Public Service Announcements
• Articles in journals and industry publications

8. Example: Website Landing Page

9. Example: Property data
(property-appraiser.org)

10. Example: Property data
(property-appraiser.org)

11. Example: Map data

12. Example: Forms
and Taxroll data

13. Example:
Calculators

14. Example: Notice of Field Visit
Front & Back

15. Example:
Public Information
Flyers in English &
Spanish

16. Example:
Public Awareness

17. Example: Public Events

18. Example: Social Media post in Spanish

19. Example: Email outreach
via Constant Contact

20. Thank you for your consideration…