Q&A with Kelli Munroe. (chief deputy treasurer, Pinal County, Arizona)

• Date: 01 June 2024
• Author: Mucha, Mike

Mike Mucha, GFOA's deputy executive director, spoke with Kelli Munroe, the chief deputy treasurer for Pinal County, Arizona, about technology innovations, customer service, her untraditional career path, and the importance of mentoring and engagement at GFOA.

Mike: Let's get things started. Can you tell me about your current position with Pinal County?

Kelli: I am the chief deputy treasurer with the Treasurer's Office at the county. We have approximately 24 people on our staff, including Treasurer Michael McCord. We serve as the bank for the county and handle investments, debt management, disbursement of funds, and collection of payments and taxes. We also provide a variety of financial services to special districts and other political subdivisions within Pinal County. It's an honor to work with the great team we have at the Treasurer's Office.

I saw the team you work with in the Treasurer's Office has won awards recently for innovation. Can you explain what the county was honored for?

Yes. In 2019, 2021, and 2022, Pinal County was recognized with the Arizona Association of Counties Summit Award, each time for technology projects. In 2022, we implemented a contactless payment solution that allowed for customers to pay their taxes through the phone. The mobile payment options were installed to all Treasurer's Office window locations and the county departments with the highest transaction volumes. During the COVID-19 pandemic there was demand for us to move in this direction, and our staff was able to successfully implement a solution. In 2019 and 2021, the county won the award for implementing a mobile app that provided smart phone access to tax information. As a citizen, you can look at property information, tax bills, and tax notices information improving transparency and access. The ability to make improvements like this and continue to work on ways to innovate is one of the reasons why I really enjoy the work we do and was a big part of me wanting to join the Treasurer's Office.

Where were you before you started your current role?

I've only been in my current position for two years, but started with the County approximately 9 years ago as a senior accountant in the Finance Department. At the time, I came in with a background in commercial banking and school finance, and was able to take advantage of my experience in different types of organizations. I later moved to the Community Development department as a budget analyst, where I focused on permitting and development fees. When the opportunity in the Treasurer's Office opened in 2022, I was able to start my current role.

I'm guessing that provides you with a unique perspective, having now worked in three different departments and three different areas of finance. What's going on now in Pinal County? Any challenges for the Finance Department or Treasurer's Office?

The county is facing rapid growth and as a result, all county departments need to find ways to grow and provide services in a changing environment. Over the past ten years, we have grown into the third largest county in Arizona and new home sales have soared at a rapid pace. From a treasury perspective, the tax roll is growing and we have had to assess our staffing needs. With many of our employees approaching retirement, I would say one of the biggest challenges is finding candidates who are not only qualified for the open positions but who share the same passion for service that has allowed us to be innovative and cutting edge.

The county has been successful in working as a team and providing new technology like the award-winning projects you mentioned. How does the county approach these projects to make them succeed when other governments sometimes struggle?

We focus on processes first and really lean into the technology. Our team does a great job coming together to collaborate and identify potential problems so we can work through options and develop appropriate plans. We spend time on contingency planning for risks, working through security concerns, and anticipating how users will respond. I have to give credit to our IT team, which serves the Treasurer's Office...