In St. Johns County, Florida, ‘Exceeding Expectations’ is something the staff of Tax Collector Dennis W. Hollingsworth strives to do each day.
In recognition of that motto, the office has recently received the Florida Customer Service Excellence Award, which recognizes “Florida organizations that have demonstrated role-model customer satisfaction.”
Since 2009, St. Johns County Tax Collector’s office has asked its customers for feedback about the quality service provided at each of its five locations. Results have been tracked, trended and compared to other tax collector offices elsewhere in Florida, including other role-model tax collectors’ offices. In customer service, St. Johns County Tax Collector’s office consistently exceeds its peers in the key measures of lobby wait time, customer satisfaction and customer engagement.
Additionally, as an agent for the Florida Department of Highway Safety and Motor Vehicles, St. Johns County Tax Collector’s office surpassed the best national average wait time and the best state average wait time, according to a recent national study of DMVs. Whereas the national average wait time at a DMV is 44 minutes, and the national-best Kentucky’s average wait time is 10 minutes, the average wait at St. Johns County Tax Collector’s Office in 2014 for tag/title, driver license and tax services was just 4.1 minutes.
The Florida Customer Excellence Award is the culmination of a six-year journey by the St. Johns County Tax Collector’s office to improve customer service based on the nationally-recognized organizational quality criteria set forth in the Malcolm S. Baldrige standards. Baldrige addresses seven specific aspects of an organization, of which Customer Focus is one.