Hillsborough County Tax Collector Highlights Many Successes in State of Organization and Annual Report
Hillsborough County Tax Collector Nancy Millan released the state of the organization and the agency’s annual report. In it, Milan looks back on its achievements during its first year in power and celebrates many successes. Millan was elected as the 2020 tax collector. She replaced Doug Belden, who had held the elected position for 22 years.
“I am delighted to share these incredible successes that we have been able to achieve. A lot of them were campaign promises I made,” Millan said. “I am honored to work with such a phenomenal team who understand the importance of what we do and look forward to what we will do as a team in 2022,” added Milan.
Some of the highlights are impressive. Milan raised the starting pay for customer service representatives from $15.16 per hour to $17.10 per hour.
The Tax Collector’s Office has bolstered the call center with additional staff resources and implemented an ad-hoc telecommuting program for employees affected by COVID-19 to improve telephone services, which has resulted in a 59% increase in call responses. He also achieved a 94% vaccination rate within the organization. This helped to protect not only the employees, but also the customers.
The Tax Collector’s Office has partnered with CFX (Central Florida Expressway Authority, Central Florida’s toll agency) to erase tolls by allowing residents to pay them when they renew their registration. The Hillsborough County Tax Collector’s Office was the first in the state of Florida to roll out remote driving tests during the pandemic. He also worked with the Florida Department of Health to increase capacity for branch customers once COVID restrictions eased.
The office used an artificial intelligence called Sofie to answer more than 70,000 questions from 40,000 users.
Finally, the tax collector collected $2.4 billion in taxes. After distributions to tax authorities, the Office of the Tax Collector was able to return $22 million to Hillsborough County for vital services such as infrastructure, waterways, libraries and other important services.
Milan is looking forward to the rest of 2022, and this year the Hillsborough County Tax Collector’s Office will use additional technologies and services to provide better customer service. They will improve accessibility, increase branch capacity and provide more online services.
Milan said: “We want to make it convenient and easy for everyone who needs our services.”
To watch the State of the Organization video and view the annual report, please visit www.hillstax.org/state-of-the-org.