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Rockdale County Tax Commissioner Transforms Citizen Services with Smart CJM

 

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Smart CJM in practice

The Rockdale County Tax Commissioner's Office is a key government agency responsible for administering the billing, collection, and distribution of property taxes, as well as managing motor vehicle registrations and title services in Rockdale County, Georgia. As an essential part of the county’s financial infrastructure, the office plays a critical role in ensuring the effective funding of public services such as schools, emergency services, and infrastructure maintenance.

Dedicated to serving the citizens and businesses of Rockdale County, the office strives to provide accurate, efficient, and transparent services. With a strong focus on customer service and operational excellence, the Tax Commissioner's Office works continuously to improve accessibility and streamline processes through modern technology and best practices.

By upholding its responsibilities with integrity and professionalism, the Rockdale County Tax Commissioner's Office helps support the fiscal health and well-being of the community it serves.

"Rockdale cuts wait times – and elevates citizen service.

"It was inspiring to see how the Rockdale County Tax Commissioner’s Office transformed its citizen experience with our queue management solution. Shorter wait times mean a smoother, more positive experience for residents, while the new analytics capabilities empower the agency with insights to continually optimize operations. This project demonstrates how the right technology can make a real difference for both citizens and public institutions."
Zach Zipay Smart CJM USA
Zach ZipayExecutive Vice President Smart CJM Corporation

Achieving the goal


Smart CJM Rockdale County 2

We’re excited to welcome the Rockdale County Tax Commissioner’s Office to our growing network of government customers.

 

1. Starting Point

Located just outside Atlanta, the Rockdale County Tax Commissioner's Office is responsible for property tax collection and motor vehicle services for the residents and businesses of Rockdale County, Georgia. Prior to implementing our solution, the office had no structured queuing system in place. Customers were required to wait in physical lines, often without any insight into wait times, resulting in inefficiencies and a less-than-ideal experience, especially during busy periods.
2. Solution

To improve service delivery and customer satisfaction, the office implemented our comprehensive in-person queuing system Smart CX, which includes:

-  A self-service check-in kiosk for walk-in customers

-  A TV display system for announcements and real-time call-ups

-  Wait time transparency through QR codes printed on ticketsMultiple queues designed to prioritize and manage services more efficiently
3. Goals achieved

Since adopting the new system, the Rockdale County Tax Commissioner’s Office has realized several key improvements:

-  Enhanced customer experience through greater transparency and reduced perceived wait times

-  Improved service flow and prioritization using multiple, dedicated queues

-  Clearer communication with visitors via digital displays and structured call-ups

-  Increased operational efficiency and staff effectiveness through real-time queue management

We are proud to support Rockdale County in delivering modern, citizen-focused public services, and we look forward to continued success together.

All at a glance

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Stefan Dylka (CEO, Smart CJM Corporation), Tisa Smart-Washington (Tax Commissioner, Rockdale County), and Zach Zipay (EVP, Smart CJM Corporation) at the introduction of Smart CJM in Rockdale County.

1
Challenge

  • No structured queuing system in place

  • Long physical wait times with no transparency

  • Lack of clear communication with visitors

  • No visibility into service priorities or workload
2
Solution

Smart CJM offers a streamlined queueing solution:

 

  • Implementation of a Smart CX system

  • Self-service check-in terminal

  • TV displays for announcements and call-ups

  • QR code on tickets for real-time wait time updates

  • Multiple queues for prioritized and efficient service
3
Advantages

  • Improved customer satisfaction through transparency

  • Shorter, better-managed wait times

  • More efficient use of staff and resources

  • Clear communication and organized service flow

  • Modern, citizen-friendly public office experience
Increasing efficiency and customer and employee satisfaction

Would you like information material, expert personal advice from one of our employees or a presentation with demonstration? Contact us quickly and easily via our contact form.

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