Santa Clara County Grand Jury
• 2017-2018
• Agency Response
Response to:
2017 Update from the City of Santa Clara
Recommended Action Consider recommendations relating to Final Grand Jury Report, Department of Revenue: The County's
⚠️ Translation Notice: This content has been automatically translated. The original English text is the official version. Translation may contain errors.
⚠️ Este contenido ha sido traducido automáticamente. El texto original en inglés es la versión oficial. La traducción puede contener errores.
Findings and Recommendations 3 findings
F1
The Department of Revenue's account statements have been sent to debtors with the leading digit of the month missing. This resulted in statements listing incorrect dates, which could leave debtors confused as to how their payments were being applied, Deparlment of Revenue inspections were not shown to be effective in catching anomalies such as those seen in misprinted statements.
Related Recommendations (1)
R1
The County should improve the account statement printing process at the Deparlment of Revenue to ensure that the type of error discussed in this report is avoided. Pag* 5 oi B
F2
The current Department of Revenue complaint system lacks online accessibility for debtors and does not include an internal complaint tracking function.
No recommendations for this finding
F3
Online access provided by the Department of Revenue to debtors is limited to viewing current account balance and making a payment.
Related Recommendations (1)
R3
The County shoufd improve online access through the Department of Revenue's website to include the ability for debtors to view and download account transactions and past statements. Pagc 6 of B
Conclusions 1
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CL1The Grand Jury found that the DOR does credit debtors' payments to their accounts on a timely basis. The DOR does not add fines, penalties, interest, or late charges but collects them if they are imposed. The DOR performs an important task in recovering revenue for the County. The management of the DOR has a commendable sense of dedication to serve the people of Santa Clara County. The DOR aids the agencies it serves and the public by helping debtors develop payment plans and by returning millions of dollars to County agencies. The Grand Jury recommends improvements in the areas of: . Printing statements . Complaint handling and tracking . Online access to accounts Findings and Recommendations