Teamwork Makes The Dream Work: Denver’s Tax Compliance & Collection Process Project Highlights

Continuous Improvement requires continuous effort over time, patience, & empathy – teamwork.

2020-08-31_16-56-31 — Take Christeen Chapman & her team (Denver’s Tax Compliance Office – Department of Finance – TCO); for example, just this year (2020), they increased the overall quality of the Tax Compliance & Collection System by 10%.

2020-08-31_16-53-58 — Back in 2019, the TCO unit started working with Denver Peak Academy & straightforward tools like process mapping to understand the flow of customer delinquencies & simple brainstorming tools to improve the customer’s understanding of the Tax Compliance System.

2020-08-31_16-55-56 — The TCO team used the digital Peak versions of those as mentioned earlier to understand & improve the system’s quality overall by 22%.

2020-08-31_16-57-00 — They leveraged the power of teamwork to reach their goal of creating a better culture, product & customer experience (internal & external facing customers).

2020-08-31_16-57-28 — I applaud them for being vulnerable despite a historic pandemic to deliver more value to the customers & citizens of the City & County of Denver, by continuously innovating “without more people, systems, & money.”

Posted on August 31, 2020 0 By JerraudPeakAcademy Uncategorized Posted in Uncategorized

JerraudPeakAcademy

Jerraud Coleman is a creative, data-driven, focused, and positive Deputy Director for the City and County of Denver's Peak Academy.
For the past seven years, alongside an exceptional team of continuous improvement professionals, he helps direct, generate, and facilitate process improvement events throughout Denver, Colorado, and the nation.
He trains employees of government, non-profits, and other enterprises (nationally, abroad and at all levels) in the principles and methods of continuous improvement, performance, and change management tools like Lean, the Four Disciplines of Execution (Covey), & PDCA (Plan-Do-Check-Act/Adjust).
He also works at promoting and sharing the methods mentioned above via blogs, social media, workshops/improvement events, and conferences.
Jerraud believes that "sharing and talking about continuous improvement tools can help enterprises identify and sustain the elimination of any waste or pain point found within any process or system." Thus, resulting in happier customers, employees, and organizations.
Moreover, regarding his work with the City & County of Denver, Jerraud believes in "creating a world-class place where everybody matters matter," primarily through systems-thinking, more productive, valuable, and efficient processes.
Jerraud holds a BFA (in Integrated Arts) from the University of Colorado, Boulder, a Lean Black Belt certificate from Regis University, and a handful of certifications from Coursera in Data Science tools and methods.