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Osceola County Property Appraiser's Public Outreach Program

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Manish Bhatt
Manish Bhatt

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.

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“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
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,
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)
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)
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
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
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
Example: Website Landing Page
Example: Property data (property-appraiser.org)
Example: Property data (property-appraiser.org)
Example: Map data
Example: Forms and Taxroll data
Example: Calculators
Example: Notice of Field Visit Front & Back
Example: Public Information Flyers in English & Spanish
Example: Public Awareness
Example: Public Events
Example: Social Media post in Spanish
Example: Email outreach via Constant Contact
Thank you for your consideration…

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Osceola County Property Appraiser's Public Outreach Program

  • 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
  • 14. Example: Notice of Field Visit Front & Back
  • 18. Example: Social Media post in Spanish
  • 19. Example: Email outreach via Constant Contact
  • 20. Thank you for your consideration…