Waukesha County

Continuous Improvement/Lean Projects by Department:

LEAN Infomation

Administration: Collection Strategies

Problem Statement: Through the ability to automate the referral process, the Collection Division has reduced significantly the referral entry time (via Ecliptics) and assignment to a collector for the majority of clients; however, for those clients not utilizing Ecliptics or automation, the processing time can be up to 5 times longer. In addition, without uniformity or specific strategies, collectors are unable to efficiently identify the most collectible accounts.


Results: Increase in collections from 2012 to 2013 reflected an increase of $52,489.65. Skip tracing costs reduced by $896.50 from 2012 to 2013. Credit card payments increased during implementation by 422 payments which amounted to an increase of $36,002.05 (August – October).

The Waukesha County Continuous Improvement Program is broad in nature and encompasses many types of improvements throughout the county. Our LEAN training offers tools for all continuous improvement efforts. LEAN Government is a term that is recognized throughout the country, and therefore is often associated with improvement projects.