Uncovering the Dysfunction: Richmond's Finance Department Audit Reveals Systemic Challenges

A recent audit of Richmond's Finance Department has exposed a troubling reality – one marked by deficient customer service, poor management, and disorganized accounting practices. The findings, obtained through a public records request, shed light on the deep-rooted issues plaguing the department, prompting calls for immediate reform and investment.

Restoring Trust and Efficiency in Richmond's Finance Department

Substandard Customer Service and Unprofessional Conduct

The audit, conducted by consultant Anne Seward, paints a concerning picture of the Finance Department's operations. Seward's report details numerous instances of customer service staff deficiencies, including employees observed sleeping at their desks and taking unauthorized breaks. The findings also reveal poor communication skills and unprofessional conduct among the staff, with high levels of "attitudes and drama" observed.

The report further highlights the department's failure to effectively manage customer concerns. Email inboxes were found to be unmonitored, containing over 7,000 messages with no response, while six months' worth of voicemails had been ignored. Additionally, 3,400 personal property tax service requests had gone unaddressed for eight months, leaving taxpayers frustrated and without resolution.

Jeff Marks, a former Richmond business owner, echoed these sentiments, recounting his own experiences with the Finance Department's inefficiencies. "They were just slow to respond and didn't seem to have a clue as to what was going on," Marks said. "I'd ask, 'What do we possibly owe?' And they couldn't tell us."

Disorganized Accounting and Outdated Processes

The audit also uncovered significant issues with the department's accounting and record-keeping practices. Desk audits revealed 1,001 unworked, unfiled, and unsecured business documents, as well as unprocessed mail records. The report further identified numerous instances of delayed or mishandled tax bills and business forms, with personal property tax bills dating back to 2022 not being billed on time, and business license tax bills from 2022 printed but never mailed.

Seward's findings also highlighted the department's struggles with data integrity and quality control. Poor mid-management decisions regarding the implementation of the city's new online billing system, RVAPay, resulted in account errors, while a lack of comprehensive training for new hires exacerbated the issues.

The report paints a picture of a department in disarray, with outdated forms, manual and paper-based processes, and a general lack of efficiency and organization. These systemic challenges have had a direct impact on the city's taxpayers and business owners, who have been left frustrated and dissatisfied with the Finance Department's performance.

Accountability and the Path Forward

The findings of the audit have sparked a renewed focus on accountability and the need for immediate reform within the Finance Department. Mayor Levar Stoney, who is in the final year of his term, has acknowledged the department's shortcomings, stating that the city's initial priorities were to "turn in those financial reports on time" rather than addressing the underlying issues.

Seward's report outlines a series of corrective actions, including the development of additional training, new standard operating procedures, coaching and performance management, and a reorganization of the department. While some of these measures have already been implemented, the path to restoring trust and efficiency in the Finance Department remains a work in progress.

As the city grapples with the fallout from the audit, the onus is on the leadership to ensure that the necessary changes are made and that the taxpayers of Richmond can once again rely on a well-functioning Finance Department. The stakes are high, and the success of this reform effort will have a lasting impact on the city's financial well-being and its ability to serve its residents effectively.