BC Assessment’s Service Commitments are a promise to you, our valued customer, which guides how we deliver our service. The Service Standards inform you about the level of service you can expect from BC Assessment and allows us to monitor our performance.
We will be reporting results on two measures of Overall Customer Satisfaction:
- Customer Satisfaction: Employee Interaction
- We will measure your satisfaction regarding interaction with our employees.
- Customer Satisfaction: Products and Services
- We will measure your satisfaction that our products & services meet your changing property information needs.
Open &
Transparent
Our Service Standards:
- We explain the process and information used to value your property to you in clear and simple terms.
- We provide timely notice to you if your property assessment is going to change significantly.
Measuring our Commitment to Service:
- We will measure openness & transparency by the percentage of positive/balanced tone of news coverage as reported by an independent 3rd party.
- We will advise you if your property assessment has an extreme change.
- We will measure your satisfaction that we clearly explain the process& information used to value your property.
Fair & Accurate
We keep your property information
current.
- We make information available for you to determine whether your property value is fair and accurate.
Measuring our Commitment to Service:
- We will reflect the accuracy of our assessed values by the percentage of assessments accepted without appeal.
- We will measure your satisfaction that the information used to value properties and support decision making is current.
- We will measure your satisfaction with information we provide to determine if property assessments are fair & accurate.
- We will target actual losses to the Roll of S .22% on an annual basis.
- We commit to provide you with accurate, timely Non Market Change (NMC) reporting. (Local Government only)
- We will ensure processing of Matched Property Ownership Changes
within 5 days of receipt. (Local Government only)
Timely & Accessible
Our Service Standards:
- We actively seek ways for you to easily access information and interact with us.
- We provide a prompt acknowledgement and an informed response to your inquiry.
Measuring our Commitment to Service:
- We will measure your satisfaction with access to property information.
- We will measure your satisfaction with the timeliness in terms of responding to your inquiries.
Knowledgeable & Respectful
Our Service Standards:
- We answer your questions and deal with your property-related issues in a knowledgeable and professional manner.
Measuring our Commitment to Service:
- We will measure your satisfaction that our employees are respectful
in their interactions with you.
Innovative & Collaborative
Our Service Standards:
- We constantly seek new and different ways to assist you in making property-related decisions.
- We collaborate with you to help us create innovative products and services that meet your changing needs.
Measuring our Commitment to Service:
- We commit to effective Risk to Roll Consultations with you a minimum of twice per year. (Local Government/Indigenous Relations)
- We will engage with you to help us develop new & innovative products and services, measured by the number of forums and opportunities we provide for customer input and feedback.
