KEY PERFORMANCE INDICATORS 2016-2022
- Acquired/implemented a new, more efficient software program (Courthouse Computer System), eliminating approximately 500+ employee overtime hours annually.
- Improved Customer Service - Added two digital recording stations allowing immediate recordation, saving customer's wait time, and providing them with their original document immediately.
- Improved Customer Service by Creating Repeat-Customer Escrow accounts, allowing the customer to "load" for billing instead of paying for each recordation as it occurs. This also saves the county billing-time.
- Created a County US Passport Acceptance Facility, saving citizens at least an hour of drive time and making the process more friendly and convenient.
- Improved Customer Service by accepting debit cards, for the first time ever, instead of requiring cash only.
- Preserved and digitized 40 years of land record books, which previously required a trip to the office, and assistance from employees in order to view the documents.
- Obtained grants from the Historic Shelby Preservation Society and the NC General Assembly State Appropriations Act of 2021 to help preserve several of of historic land record books.
- Improved the manual plat recording process by implementing a method of accepting plats in 3 different sizes and began accepting paper originals.
- E-Recording
a. Began accepting e-recorded plats, saving citizens overnight fees and travel time.
b. Added our third e-recording service
i. Expanded the ability for outside organizations to record documents, saving recording expenses for citizens selling to out of area buyers/firms. - Renovated office for more customer friendly experience, with a more open/welcoming atmosphere.
- Created a Marriage Kiosk that streamlined marriage application process, allowing customers to create documents online, saving wait time when they arrive at the office, preventing employees from spending time assisting with the application (filling in information that only the customer knew).
- Spearheaded the creation of a user-friendly Register of Deeds website, making navigation of county departments less confusing for Register of Deeds customers.
- Created a Register of Deeds and Cleveland County Passports review and announcements page on Google, increasing customer service by:
a. Allowing direct feedback.
b. Providing interactive directions and phone number. - Instituted an External Audit Process, promoting continued Integrity, honesty and transparency.
- Improved Customer service - All full time deputies are now notaries public.
- Partnered with county schools to engage students as volunteers, exposing them to the government process, and saving manpower.
- Historical land indexes are searchable on line back through 1960. Committed to digitize the deeds and historic index records back to 1844.