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DIGITAL FIRST

We introduced our Digital First initiative in 2020 with the goal of delivering an outstanding experience that is more efficient for our constituents and team members. This initiative focuses on providing a more effective, convenient way for the public to engage with our services. The public has several options from which to choose. With our new digital approach to our services, the public will be able to engage with us electronically, enabling us to serve the public around the clock. We will also see some major improvements to our timeliness and accuracy, as well as our customer service tracking.

A key element of our Digital First initiative is the replacement of the current Oracle 6i-based assessment system, originally implemented in 1992. The current 6i system is used to list, value, and report property in the County. A critical channel for the delivery of property valuation information to the Arizona Department of Revenue (DOR), the Maricopa County Treasurer’s Office, and an integral component of the county’s third-largest revenue stream - the 6i system has aged, becoming increasingly difficult to maintain and upgrade.

This prompted us to start work on producing a new Computer Aided Mass Appraisal (CAMA) system in 2012, selecting Esri Canada to develop an application to fit the needs. After nearly a decade of financial investment, hard work, and extensive planning, the organization will migrate operations to this modern technology platform, Assessment Analyst Geographic Assisted Mass Appraisal (AA-GAMA).

STRATEGIC GOALS & ACTION ITEMS

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GOAL ONE: We are making it easier for the public to engage with us by focusing on providing state-of-the-art digital solutions combined with conventional paper and in-person processes. With our new digital approach, the public will be able to engage with us electronically, enabling around-the-clock service. We will also see major improvements to our timelines, accuracy, and customer service tracking.

Year 1 (FY2022)

Implement a digital solution to apply for personal exemptions and the senior valuation protection (SVP) program.
Convert our remaining business units (mapping, ownership, personal exemptions, and SVP) to electronic case management systems.
Introduce an online constituent portal allowing electronic users to monitor properties.

Implement a process for mailing address changes.

Year 2 (FY2023)

Pilot artificial intelligence (AI) technology for automated deed processing.
Pilot application programming interface (API) services with three external agencies.
Extend and improve the online constituent portal.
Implement a digital solution to apply for agriculture applications.

Expand digital alternatives to reduce paper mailings by 10% from the previous year.

 

Year 3 (FY2024)

Expand AI technology for automated deeds processing.

Pilot an online constituent self-help page providing user guides, FAQs, and message boards.

Expand digital alternatives to reduce paper mailing by 20% from the previous year.

Develop and deploy an online Rule B calculator or mobile application.

Expand application programming interface (API) services with 20 external agencies.

Year 4 (FY2025)

Fully implement an online constituent self-help page.

Deploy a location-aware website and/or mobile application to allow team members to quickly retrieve information and related documents

for nearby properties.

Extend public outreach programs with external agencies and partners to improve sharing of digital data.

Year 5 (FY2026)

Fully deploy Salesforce customer service online chat with live interaction.

Pilot location-aware mobile application for the public.

Provide options for electronic delivery for all notices.

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GOAL TWO: Successfully complete the Maricopa Assessment Replacement System (MARS) and go live with the new Assessment Analyst Geographic Assisted Mass Appraisal (AA-GAMA) system.

Year 1 (FY2022)

Finalize a product-ready system to begin testing.
 

Year 2 (FY2023)

Go live with AA-GAMA in the second half of the fiscal year.

Begin development of the first supplemental AA-GAMA release to add functionality and features for handling appeals, legal class

verification, and litigation.
Reconfigure legacy 6i system for archive access.

Adapt daily organizational operations to a new workflow.

Years 3-5 (FY2024-2026)

Continue to ensure that the organization's core business meets all expectations on the new platform.

Refine quality control measures, system reporting, and business intelligence within AA-GAMA.

Begin deployment of second supplemental AA-GAMA release to add functionality for miscellaneous features to existing modules.

AA-GAMA will be fully operational and require only routine maintenance and any identified enhancements.