Case Study City Improves Service to Citizens
The Challenge
Recognizing that its bill paying process was time-consuming, a citys revenue
department wanted to serve citizens better. The city depended on timely payment of parking
tickets, water bills, license fees, and fines as a source of revenue to fund city
services. But because each department issuing invoices had their own cashiers, residents
became frustrated and confused by the need to visit numerous stations and locations to pay
bills. The city wanted to establish a "universal cashier system" that could
accept any city bill.
What PCG Did
PCG led a team of department heads, cashier supervisors, and programmers to
identify and document the requirements for a universal cashiering system. We documented
information required by each department and developed the new processes and procedures to
enhance the interaction between cashier and citizen. After the computer system was built,
PCG wrote the training manual and trained all city cashiers in how to use the new system
and procedures.
The Results
When the universal cashiers were installed at several locations throughout the
city, citizen reaction was very positive. And the city improved in both the amount of
money collected, and in the time required to collect payments.