ASSESSOR BUDGET PRESENTATION 2022 V5.PDF

Maricopa County
Assessor’s Office
Value | Service | Innovation

Over Baseline Requests for 
Assessor's Office & STAR Center

Over Baseline Summary
Amount
Purpose
$ 130,681
AA-GAMA software subscription
$ 20,000
AA-GAMA AZURE maintenance
$ 229,823
MARS team member transition
$ 38,533
ESRI ELA software increase
$ 11,135
Co-Star contract increase
$ 25,701
Core Logic contract increase
Amount
Purpose
$ 64,000
Salesforce licensing increase
$ 155,000
Customer experience development
$ 50,000
Address & data validation solutions
$ 170,000
Business Personal Property e-filing
TBD
Pay for performance
$ 894,873
Total to achieve our strategic goals

Budget Themes
• Assessment Analyst GAMA 
(Project MARS)
• Customer experience
• Contract increases
• Business personal property e-filing
• Pay for performance

New Assessment System
(MARS Project)
Costs previously identified in Project 
Change Request (PCR) 05 and FY22 
over baseline requests
Software Subscription
• $130,681 over baseline request
AZURE Maintenance
• $20,000 over baseline request

New Assessment System
(MARS Project)
Team members transition
• $223,628 over baseline request
• Allocated average of $825,000 past 
three years to salaries for project 
team members
• Identified $645,177 through vacant 
positions and cost savings
• Require $223,628 to return all team 
members to Assessor payroll and 
ensure all project team members have 
position within FY23 budget

Contract &              
Usage Increases
ESRI ELA software
•
$38,533 over baseline request
•
Software cost increase in FY23
Co-Star software contract
•
$11,135 over baseline request
Core Logic software contract
•
$25,701 over baseline request
Salesforce licensing
• $64,000 over baseline request
• Contract renewal and additional 
licenses to accommodate new 
initiatives

Software Enhancement
Address & data validation solution
• $50,000 over baseline request
• Helps ensure proper address and 
contact information for property 
owners in our system

Digital First
Enhancing Our Customer Experience
Salesforce customer experience development
• Business personal property: $155,000 over 
baseline request
• Will allow us to better serve property 
owners more efficiently and effectively

Business Personal 
Property E-Filing
•
$170,000 over baseline request
•
Outsource 520 e-filing processing to  
Tax Management Associates (TMA)

Summary
Purpose
Ongoing
One-Time
AA-GAMA (Project MARS) costs
$ 150,681
MARS team member transition
$ 229,823
Contract & usage increases
$ 189,369
Customer experience improvement/Digital First
$155,000
Business Personal Property e-filing
$ 170,000
Pay for performance 
Total need to accomplish strategic goals
$ 739,873
$ 155,000
$ 894,873
Total over baseline request

Questions?

a
Maricopa County 
STAR Center
FY23
OVER BASELINE REQUESTS

“Citizens Serving Citizens”
• Outsourcing vs Investing 
• Your Property, Your Money, Your Vote
• Provides answers and support for some of the 
most important and complex issues
• Q4 CY2021: Only 28% of calls were answered in 
30 seconds; 21% (approximately 19,000) of calls 
were abandoned  
• Goal is to answer 80% of calls within 30 seconds 
-Maricopa County Strategic Plan
FY 2019 - 2022

Temporary 
Election Workers
1
5
Technology 
& Tools
Staffing
Three Major Focus Areas for FY2023

Over Baseline Requests
Amount
Purpose
$ 1,028,796
Staffing to meet county needs
$ 657,612
Technology & tools to improve customer experience
$ 1,686,408
Total need to accomplish strategic goals
$ 613,267*
Temporary election staffing
*Eligible for ELE1 funding

Population Growth vs Budgeted FTE
Population
FTE
2011
2012
2013
2014
2015
2016
2017
2018
2019
2020
2021
Year
Population
Budgeted FTE
2011
3,875,371
24
2012
3,948,165
24
2013
4,018,657
24
2014
4,094,842
24
2015
4,174,423
24
2016
4,258,019
23
2017
4,329,227
22
2018
4,405,306
22
2019
4,492,261
25
2020
4,579,081
26
2021
4,651,440
25

Staffing
• Over baseline request: $1,028,796
• 15 additional representatives: $843,720
• 2 supervisors: $177,676 (one supervisor 
previously approved for FY22)
• Supplies, repairs, and training: $7,400
• Additional team members will help reach our 
goal to answer 80% of calls within 30 
seconds
• Ongoing funding for one additional 
supervisor previously approved in November
• Additional supervisor will establish 12:1 
team member to supervisor ratio (industry 
standard is 8-12)
Maricopa County STAR Center Team

Technology & Tools
• Installation (one-time charge): $495,474
• Licensing (annual fee): $162,138
• Content management system will greatly 
improve customer experience 
• Improves efficiency, drives data analysis, and 
helps identify areas of improvement
• Each phone call creates a case which records  
and tracks all calls and conversations
Over baseline request: $657,612                           
for Salesforce Software & Licensing

Elections Staffing
• Over baseline request: $613,267
• Funds 40 temporary team members in 
September, 80 in October, and 14 working 
days in November
• Annual over baseline request each 
election year
• Eligible for ELE1 funding
• Necessary to continue high level of customer 
support during extremely busy period 
September-November

Over Baseline Summary
Purpose
Ongoing
One-Time
15 phone representatives
$ 843,720
2 supervisors
$ 177,676
Repairs, supplies, and training
$ 3,670
$ 3,730
Salesforce licensing
$ 162,138
Salesforce installation
$ 495,474
Total needed to accomplish goals
$ 1,187,204
$ 499,204
$ 1,686,408 Total general fund over baseline request
$ 613,267 Total ELE1 over baseline request