Points of Pride

• 2022

  Improved the Service Experience in Branch Offices
  To improve the service experience and the flow of customers in our branches, we replaced our branch appointment and queuing system with a new system, Qmatic. It has skill-based routing, mobile check-in and mobile service ticketing as well as automated satisfaction surveys via text and email. In addition, the system has enhanced, multi-language appointment booking in, and multiple services selection options.

  Branch Sound Quality Improvements
  Meeting our mission to ensure amazing service experiences includes providing services in clean, modern offices conducive to a pleasant customer service interaction. In December 2022, the ceiling in our Brandon office was lowered to improve sound quality for customer interactions, eliminating the open-concept ceiling. This may seem like a small enhancement, but it has made a big improvement to the service experience for our customers and our team in this location. The same improvements will be made in our Drew Park location in the Spring 2023.

  Leveraging Artificial Intelligence (AI)
  In 2022, we enhanced our AI chatbot, Sofie, on our website with the capability to provide fee estimates to give customers an estimate of fees for a registration renewal. Our office is the first in the state to develop and deploy this estimation technology! We look forward to continuing to enhance Sofie’s capabilities to provide important customer information.

  Adding Convenience Through Online Services
  In 2022, we launched an Online Insurance Affidavit for customers whose car insurance is not updated with the state of Florida’s Department of Highway Safety and Motor Vehicles and are required to submit an insurance affidavit before their registration can be renewed. Now, customers can save time and money by skipping the trip to an office or saving on mail costs by completing their affidavit and renewing online in just a few easy steps. Also in 2022, we redesigned renewal notices with QR codes with direct access to accounts for payment, making easier than ever to renew online!

  Multi-Factor Authentication (MFA)
  We implemented MFA using a system called Hypr throughout the organization requiring all system users to employ a second authentication system to confirm their identity, strengthening protection from unauthorized access to our systems.

  Raising Security Awareness
  We have enhanced our cyber awareness program for Tax Collector employees through monthly training and phishing campaigns. We constantly adapt our cyber security posture to combat a security breach. Our cyber security protocols involve our collaborators and business partners to ensure we have comprehensive plans to address all aspects of recovery.

  Ensuring Continuity of Operations
  In 2022, we partnered with Hillsborough County to relocate our networking environment to the Public Safety Operations Complex which contains most of Hillsborough County’s IT infrastructure. This building is rated to withstand category 5 hurricanes and ensures redundancy in our network infrastructure necessary for continuity of service to the public in the event of an emergency.

  Financial Excellence Awards
  As a result of our focus on fiscal accountability, we received two awards from the Florida Tax Collectors’ Association in 2022. The Excellence in Financial Operations Award was granted based on a comprehensive review of our financial records, customer focus, innovation, business practices and budgeting. We also received the Certificate of Merit for receiving a clean audit free of any findings.

  Top Workplaces Awards
  The Hillsborough County Tax Collector’s office was a recipient of the 2022 Top Workplaces National Culture Excellence Awards for Woman-Led Business and Diversity Equity & Inclusion Practices. We are so proud of these awards which are based solely on feedback from our employees provided on our employee engagement survey.

• 2021

  • Increased Branch Customer Capacity – Throughout the COVID-19 pandemic, HCTC maintained a close working relationship with the Florida Department of Health to ensure we provided in-person services in a safe manner for our employees and the community. As COVID restrictions have eased, HCTC has increased capacity in our branches. Customers can save a spot in line at one of our offices using an online registration system. The “Make a Reservation” online system allows residents to conveniently select a date and time they can visit the office. Since reopening in May 2020, HCTC has increased from approximately 23,000 “Make a Reservation” registrations to over 76,000 registrations in June 2021, an increase in service capacity of over 200%.  Additionally, HCTC also provides walk in customers same day service when possible when customers who registered to save a spot in line do not show up.
  • New to Hillsborough County Initiative – Hillsborough County’s population growth is fueled by new residents moving to the area. These new residents will interact with the Tax Collector’s Office to obtain a driver license, register their vehicle, or gather information on the other services provided by the office. As part of this initiative to ensure new residents know what they need to get transactions completed with our office without making multiple trips, the Tax Collector’s Office is partnering with Lutheran Services to educate new residents and make their transition to Hillsborough County simple.
  • Computer Mentors Donation – Part of providing the gold standard in customer service requires furnishing employees with technological resources to meet the needs of modern enterprise business systems. As such, HCTC maintains a scheduled replacement cycle for the agencies computer systems. HCTC donated over 200 surplus computers to Computer Mentors, a local non-profit that provides computer training for youth in Hillsborough County. Around 80 of the computers went directly to STEM Xposure’s “Revitalizing East Tampa” Architectural Design & Construction Camp.
  • CFX (Toll) Clearance Collection – Developing a one-stop service experience for our customers is a priority for Nancy Millan. Toll stop violations from the various Expressway Authorities often prevent customers from being able to renew their vehicle registration. Customers are often unaware of the registration stop until they attempt to renew and can’t complete the transaction. HCTC has partnered with the Central Florida Expressway Authority (CFX) to improve the toll violation clearance process for Hillsborough County residents. Now, customers make direct payment to HCTC at the time of their registration renewal to clear the toll stop instead of being turned away to clear it with CFX. This will save customers the time and frustration of having to come back to the Tax Collector’s Office for service as we will be able to collect payment for the violation and renew the customer’s registration, all in one transaction. HCTC plans to expand this service to other toll authorities as well.  HCTC is offering this convenient option at no additional charge to customers.
  • Driving Test Track Enhancements – Providing excellent customer service means ensuring that our employees have the training and equipment necessary to perform their duties effectively. Driving Test Examiners spend a considerable amount of their day outside in the elements – especially after the implementation of our Remote Driving Test procedures. Covered structures were installed at the East Tampa and Plant City branches allowing employees retreat from the Florida weather complete with fans, a seating area, and a cooler to store water. At the Brandon Office, the Driving Test Track is ¼ mile away. The installation of a small trailer, complete with a bathroom, breakroom, and small office area allows the clerks to be more efficient in serving customers as they do not have to travel back and forth between the branch office.
  • Be Amazing – The culture of an organization is critical in driving service excellence. Under Nancy C. Millan’s guidance, HCTC has embarked on a comprehensive, organization-wide initiative to develop a renewed focus on providing the gold standard of customer service to the residents of Hillsborough County. Through a series of interactive exercises and training opportunities, Millan is bringing the entire organization to the table to redefine what it means to be #teamHCTC, ensuring everyone in the organization is actively engaged in providing the vital services to our community.
  • Call Center Enhancements – Since the COVID-19 pandemic began, the call volume at the Tax Collector’s Office has doubled, from an average of 30,000 calls per month pre-COVID to 60,000 calls per month today. Nancy led the charge to reallocate staff resources, fill vacant staff positions, and implemented an ad hoc telework program to improve phone services.  As a result, HCTC’s abandoned call rate decreased by 49% and the average answer speed improved by over 30 minutes in the first six months of 2021.  Additional phone enhancements are in the works, such as a call back feature so customers won’t need to wait on hold, and additional resources in Spanish, which should be completed by the end of 2021.
  • Ad Hoc Telework – This program was implemented to allow asymptomatic positive employees or employees required to quarantine due to an exposure to a COVID-19 positive or exposed person, to telework for a duration of time approved by Human Resources. This program allows our Customer Services Reps who normally work in Branch Operations serving face to face customers to work from home answering calls while on quarantine. Employees are given an appointment for contactless equipment pick up from our Processing Operations center with instructions for set up and log in from home.  It’s a win-win – we have more resources on phones and employees can continue working without a loss of work time or pay.
  • Increased Minimum Wage to $15 – Nancy increased the minimum wage at the Tax Collector’s Office to $15 per hour and increased the starting pay for Customer Services Reps working on the front line to $17.10 per hour (up from $15.16 per hour). A well-trained and motivated workforce is critical to excellent customer service.  Fair pay is critical to attracting and retaining employees dedicated to serving the taxpayers of Hillsborough County.
  • Sofie (CogAbility) – HCTC will soon deploy our first digital employee, powered by artificial intelligence and machine learning capabilities. Sofie, meaning wisdom in Greek and Spanish, will begin serving customers on our website by providing comprehensive answers to frequently asked questions about the services we provide. The exciting part about working with Sofie is that as she gains experience, her machine learning skills allow her to develop additional skills that will benefit our customers.