Walk In and Appointment Improvement Process (June) 
In partnership with our vendor Qmatic, HCTC launched the Mobile Ticket queueing system to bring about an improved approach to serving customers. Prior to implementing a shift from a full appointment-based service model, we set out to improve the number of customers served at our branch offices. Customers can now scan a location specific QR code to secure a space in line for service and wait wherever they choose. Appointments for certain services like driver license or title transfers remain available. Simpler services, like registration renewals, are entirely exempted from the appointment system, enabling customers to receive service the same day at any of our service centers.

Free Eye and Hearing Services for Children at Tax Collector’s Office Locations (June) 
June is National Safety Awareness Month, and we partnered with several local organizations to bring free services and safety information to our customers and our team! The Glazer Mobile Eye Clinic administered free eye exams to children at our branches throughout the month. The children were also eligible to receive a free pair of glasses made on-the-spot if necessary. In addition, Water Safety Tampa provided water safety information and BayCare Kids shared kid safety tips as well as conducted child safety seat inspections for customers; and Sertoma Speech and Hearing Foundation was onsite to provide free hearing screenings for children.

End Human Trafficking – The 100 Percent Club (May) 
According to the Florida Alliance to End Human Trafficking, Florida ranks as the third highest state for human trafficking cases. Tampa, ranks as the 12th worst city in the US for human trafficking. Our organization serves about a million customers a year which puts us in a prime position to identify potential victims of human trafficking. This modern-day form of slavery claims victims of all ages, sex, ethnicities, and demographics. By raising awareness and providing training, lives can be saved. The 100 Percent Club is a partnership between companies and the Office of the Attorney General that recognizes businesses for taking proactive steps to train employees on the signs of human trafficking and for providing quick reference resources to effectively report human trafficking. #TeamHCTC will take part in the Attorney General’s fight to end human trafficking. By participating in the 100 Percent Club, our organization commits to training our employees, providing them with a quick reference resource to easily report human trafficking, and participating in the public awareness campaign.

Bridging Communication Barriers with Pocketalk Translation Device (May)
Thirty percent of our population speaks a language at home other than English. This two-way translator offers 82 languages and is a multi-sensory two-way translation device with noise-cancelling microphones and powerful speakers which help us conduct full conversations, even in a noisy environment. The camera instantly recognizes and translates text or the written word. Our staff feel empowered to communicate with their customers in a meaningful way. This project aligned with our vision to enhance service delivery and accessibility and our mission to consistently deliver amazing service experiences that empower our community. This device helps HCTC bridge communication barriers encountered daily and reduces our need to pull one of our Spanish-speaking customer service representatives from their duties to translate for us which in turn reduces overall cycle time as we positively impact our customers and our team.

Hillsborough County Tax Collector’s Office Paints Homes with “Paint Your Heart Out Tampa” (April)
Paint Your Heart Out Tampa is a one-day volunteer effort to paint the homes of low income, elderly residents of Tampa. Our office had two teams (38 volunteers) who painted houses on Saturday, April 22nd. It was the first time HCTC participated in this event in many years. The weather was nice, #TeamHCTC enjoyed the opportunity to give back, and the homeowners were extremely grateful! Thank you to everyone who volunteered and put in their hard work! 

Internal Driver License Helpdesk (March)
In March 2023, we embarked on a new process to reduce processing time for driver license customers in our branch offices.  We worked with the state’s Department of Highway Safety and Motor Vehicles (DHSMV) to eliminate the need for Tax Collector staff to call Tallahassee for record clearance for driver license issuance in certain situations.  Our team of Tax Collector liaisons now have access and training to provide our customers with immediate resolutions regarding a host of issues that previously required the DHSMV’s intervention to resolve, improving efficiency and the service experience for customers.

Redesigned Registration Renewal Notices (January)
We redesigned renewal notices with QR codes to provide direct access to accounts for payment, making it easier than ever to renew online!

Brandon Office Sound Quality Improvements (December)
In December 2022, the ceiling in our Brandon office was lowered to improve sound quality for customer interactions, eliminating the open-concept ceiling. This has made a big improvement to the service experience for our customers and our team in this location.

Top Workplaces Awards (October)
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. These awards are based solely on feedback from employees provided on our employee engagement survey.

Fee Estimator Using Artificial Intelligence (AI) Chatbot (October)
Our AI chatbot, Sofie, on our website was enhanced 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!

Multi-Factor Authentication (MFA) (October)
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.

New Queuing and Appointment System (September)
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, and multiple services selection options.

Raising Security Awareness (September)
We enhanced our cyber awareness program for Tax Collector employees through monthly training and phishing campaigns.

Relocation of Data Center to the Public Safety Operations Complex (September)
In September 2022, we partnered with Hillsborough County to relocate the Tax Collector’s 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 (August)
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.

Tampa Hillsborough Expressway Authority (THEA) Toll Clearances (March)
Similar to the Tax Collector’s partnership with the Central Florida Expressway Authority in 2021, we partnered with the Tampa Hillsborough Expressway Authority (THEA) in March 2022 to improve the toll violation clearance process.  This process allows customers make direct payment for their unpaid THEA tolls to the Tax Collector’s Office at the time of their registration renewal. HCTC offers this convenient option at no additional charge to customers.

Online Insurance Affidavit (February)
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. Previously, customers had to complete a paper affidavit and could not renew online.  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 a few easy steps.

New Resident Initiative (November)
To ensure new residents are prepared for service without the need to make multiple trips to an office, the Tax Collector’s Office partnered with other agencies to educate new residents on services and transaction requirements, including train the trainer sessions, training materials and videos.

Ad Hoc Telework Program (September)
This program was implemented in 2021 to address staffing shortages resulting from the pandemic 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 allowed our Customer Services Reps who normally work in Branch Operations serving face to face customers to work from home answering calls while on quarantine for a short period of time.  Employees were given an appointment for contactless equipment pick up from our Processing Operations center with instructions for set up and log in from home.  This program ensured we had more resources on phones while allowing employees to continue working without a loss of work time or pay due to COVID.

Introduction of an Artificial Intelligence (AI) Chatbot named “Sofie” to Assist Customers Online (August)
HCTC deployed our first digital employee, powered by artificial intelligence and machine learning capabilities. “Sofie” began serving customers on the website by providing comprehensive answers to frequently asked questions about services.  This innovative AI technology allows “Sofie” to develop additional skills and expand her knowledge the more that she is used, to benefit our customers. The AI Chatbot is a multilingual agent proficient in both English and Spanish. We are proud to be the first Tax Collector’s office in the state to implement the multilanguage feature.

Call Center Enhancements (July)
The call volume at the Tax Collector’s Office doubled during the COVID-19 pandemic, increasing from an average of 30,000 calls per month pre-COVID to 60,000 calls per month during the pandemic.  To ensure our ability to serve our customers by phone, staff resources were re-allocated, customer service positions that remained vacant in 2020 were filled, and we implemented an ad hoc telework program so front-line branch employees required to quarantine or remain isolated due to COVID could still take calls from home.  As a result of these call center enhancements, 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 call center enhancements were also completed in 2021 including the addition of a call back feature so customers won’t need to wait on hold, and additional resources in Spanish.

Increased Branch Customer Capacity (June)
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 eased, HCTC increased capacity in our branches to meet customer demand while maintaining a healthy work environment.

CFX (Toll) Clearance Collection (June)
We partnered with the Central Florida Expressway Authority (CFX) to improve the toll violation clearance process by allowing customers make direct payment for their unpaid tolls to the Tax Collector’s Office at the time of their registration renewal. Toll stop violations from expressway authorities often prevented customers from renewing their vehicle registration. HCTC offers this convenient option at no additional charge to customers – and customers no longer have to make multiple trips to the Tax Collector’s office to complete their registration.

Driving Test Track Enhancements (May)
Covered structures were installed at the East Tampa and Plant City branches allowing employees who administer driving tests retreat from the Florida weather, complete with fans, a seating area, and a cooler to store water. At the Brandon Office, where the driving test track is ¼ mile away, a small trailer was installed, complete with a bathroom, breakroom, and small office area, allowing the staff to be more efficient in serving customers and eliminating the need to travel back and forth to the main office building for basic necessities.