Process Redesign and Change Management Effort

Provided leadership and direction in operations as a member of the management team for the consolidation of 1.3 million payable citations filed annually in 85 trial court locations into a single processing unit; leveraging technologies such as document imaging, automated fine assessment, distribution and referral to collections,  Interactive Voice Response (IVR),  Interactive Web Response (IWR) and Call Center software to reduce operational costs and processing time and increase collections.