Louis Fitzmorris and Michael McNeil - Challenges and Successes in GIS Development

A conversation with Louis Fitsmorris and Michael McNeil from St. Tammany Parish

In an era when government effectiveness is constantly questioned, the St. Tammany Parish Assessor's Office stands as a compelling counterexample. Under Assessor Louis Fitsmorris and Technology Director Michael McNeil, the office has transformed itself into a model of public service excellence, not through massive budgets or radical restructuring, but through deliberate investments in people, technology, and a culture that puts service first.

The Foundation: A Culture of Service

"I don't have bureaucrats. We are here to serve," Fitsmorris states early in our conversation, setting the tone for what makes St. Tammany different. This isn't mere rhetoric. Coming from a decade as mayor of Abita Springs, Fitsmorris brought a distinct philosophy: find reasons to help people, not reasons to say no.

This service orientation permeates the office culture in tangible ways. When a taxpayer files an appeal online, an appraiser contacts them within 30 minutes. Twelve years ago, that same process required printing forms, standing in line, and navigating what Fitsmorris describes as "horror stories" of long queues at the courthouse. Today, homestead exemptions can be filed via Zoom, appeals submitted online, and property information accessed instantly through their public-facing GIS map.

The transformation wasn't just about technology, it was about recognizing that behind every parcel is a person trying to navigate a complex system. As McNeil observes, the public map became their "big hands-on product" that gave taxpayers something tangible to see, touch, and use.

Investing in People: The Retention Equation

In an industry facing what many call a "silver tsunami" of retirements, St. Tammany has maintained remarkably low turnover. Their secret? A multi-faceted approach that treats employees as individuals, not interchangeable parts.

"I treat everybody different. I don't treat everybody the same because everybody's not the same," Fitsmorris explains, drawing on his experience as a parent. This philosophy extends to flexible work arrangements, with remote and hybrid options tailored to individual needs rather than blanket policies.

But perhaps the most powerful retention tool is their commitment to continuing education. When McNeil pursued his master's degree, the office didn't just approve it, they sponsored it. "That investment made me want to stay and work harder there," McNeil reflects, "to pay back that favor." This approach has equipped the office with capabilities they wouldn't otherwise have, from Python scripting to advanced GIS analysis.

The office takes a similarly strategic approach to recruitment, working with private employment agencies rather than relying solely on county HR. They've also tapped into recently retired government employees who bring both skills and institutional knowledge, a clever solution to the expertise gap many offices face.

The GIS Revolution: Building from Nothing

Perhaps no project better illustrates St. Tammany's approach than their GIS initiative. In 2013, the parish had no digital parcel data whatsoever. Rather than viewing this as a disadvantage, McNeil saw opportunity: "Everyone had already done this. We didn't have to reinvent the wheel."

Over the next decade, the team built a comprehensive GIS system from scratch, capturing nearly 135,000 parcels, about 97% of the parish. But the real achievement wasn't just creating the system; it was building buy-in across the organization. "Our team has been unbelievable in participating in the project that they all feel like they own," McNeil notes.

The hardest part? Getting everyone aligned on the details, how to attribute fields, how many vertices to put on a parcel, what the data should look like. These "tough conversations" were essential to creating a product the entire team could take pride in.

Technology as a Service Multiplier

St. Tammany's technology investments consistently focus on one question: How does this help us serve taxpayers better? Their Eagle View aerial imagery contract provides one-inch resolution photos and crucial change detection capabilities. When someone builds without permits, the office knows about it, ensuring assessment equity across the parish.

Looking forward, they're exploring street-level imagery and investigating how AI might help preserve institutional knowledge. As McNeil explains, they want to build the expertise of long-tenured employees like Steve Campbell (their former IT director) and Debbie Fendelson (with 55 years at the office) into their systems, ensuring that knowledge remains accessible even after these invaluable employees retire.

Managing Through Crisis

COVID-19 tested every assumption about government work, but St. Tammany's prior technology investments paid dividends. Despite a month-long shutdown, staff could answer phones from home and continue serving taxpayers. "That process sped up the changes we made," Fitsmorris observes, forcing adoption of technologies they might not have considered otherwise.

The office emerged stronger, with staff who had rapidly developed new skills and a validated hybrid work model that helps with both retention and recruitment. As McNeil notes, while remote work offers flexibility, "in-person just is not going to be replaced." The office has found its equilibrium, one that values both flexibility and the high-fidelity interactions that build strong teams.

The Transparency Dividend

"We're one of the most transparent public agencies out there," Fitsmorris states with evident pride. Every property's assessment information is publicly accessible through their GIS map. Taxpayers can explore neighborhoods, compare values, and even help identify missing parcels. This radical transparency builds trust and turns taxpayers into partners in maintaining accurate records.

This openness extends to their assessment process. With stable property values making their current reassessment manageable (aside from inevitable "sticker shock"), the office maintains clear communication about their methodology, using a full year of sales data to establish values for the next four years.

Key Takeaway

The St. Tammany Parish Assessor's Office demonstrates that government excellence isn't about perfection, it's about continuous improvement driven by clear values. By investing in people, embracing technology thoughtfully, and maintaining an unwavering focus on service, they've created an office where employees want to work and taxpayers receive the responsive government they deserve.

For assessors wondering how to modernize their offices while maintaining institutional knowledge and public trust, St. Tammany offers a roadmap: start with culture, invest in your people, use technology to enhance rather than replace human judgment, and always remember that behind every parcel number is a person counting on you to get it right.

As Fitsmorris puts it simply: "Good government does exist. It can." St. Tammany Parish proves it every day.