Taxpayer Services Tommy Dean Tdean@hchta.com 801-683-3560 House Counsel HCH Transportation Advisors, Inc. Business Cards Available Upon Request
Taxpayer Services Purpose Open & Honest Discussion Intentionally Incomprehensive Spark for Conversation Generate Fresh Ideas
Taxpayer Services 3 Areas for Discussion System Policies Customer Service
Taxpayer Services - System System 1st Honest Discussion This Area Needs Some Work 1st Communication With a Carrier Online!
Taxpayer Services - System 3 Approaches to I.T. Build It & Hope Build It & Maintain Bid System
Taxpayer Services - System Build it And Hope
Taxpayer Services - System Build it and Maintain The Point? I.T. MUST BECOME A REOCURRING EXPENSE
Taxpayer Services - System Bid System AKA: Don’t Build it At All
Taxpayer Services - System Do You See I.T. as Critical as: Personnel? Office Equipment? Building Maintenance? Electricity? Is I.T. A Reoccurring Expense?
Taxpayer Services - Policies Policies 2 Levels Legislative Departmental
Taxpayer Services - Policies Legislative Level IN – Inventory of Custom Plates #1 Principle: Carrier Needs the Plates Trust: Not for Every Carrier
Taxpayer Services - Policies Legislative Level Equipping Businesses to Compete in the Marketplace
Taxpayer Services - Policies Departmental Level Applications – 2 Approaches Educated Carriers Supplement Review TRUST: Not For Every Carrier
Taxpayer Services - Policies Grab Bag: Policies That Don’t Work Plates on Consignment After Escrow Partially Online, Immediate Systems IFTA Decals 2 Issues Original Registrations Only Mandatory Fleet Re-plating/Decals
Taxpayer Services – Customer Service Customer Service 2 Approaches Customer Centered Nuisance Centered
Taxpayer Services – Customer Service Carriers Have Problems Accidental Errors Unforeseen Issues Flexibility
Taxpayer Services – Customer Service How Do You Train Employees? What Is Your Policy for Responding to Requests? Who Mans Your Phones? Do You Work With Carriers On Initial Setup?
Taxpayer Services – Customer Service Absolute Unacceptable Approach: “We Will Fix It Sometime” You Can Have A Customer Centered Approach Without Compromising Your Ethics
Taxpayer Services Why? Carrier Respect Front-end vs. Back-end Solutions Audit Legitimacy
Taxpayer Services Questions/Discussion Tommy Dean Tdean@hchta.com 801-683-3560