The City of Philadelphia is using two customized NEC Interactive Voice Response (IVR) applications to help improve customer service and reduce call center costs. The first system was designed for the Revenue Department to help with information associated with real estate taxes for residents. The second was designed for The Board of Revision of Taxes, the agency that establishes property values which serve as the basis for real estate taxes levied by the City. Residents can access the IVR systems to check their tax balance, lien information, request receipt copies and gather information needed to complete tax appeals applications. Using the IVR system, callers can confirm their information and then begin the process for filing an appeal and addressing tax issues. Additional information such as current market value and assessed value of their homes, as well as the last recorded title date and sales price, is also available. (Pam Scott, information management analyst, City of Philadelphia.)
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