St. Johns County, FL Tax Collector Receives Prestigious Customer Excellence Award

Focus on managing operations based on customer satisfaction metrics distinguishes St. Johns County Tax Collector operations.

September 3, 2015
Christopher Barlow

Carrollton, TX, August 6, 2015 — The St. Johns County Tax Collector office, led by Dennis Hollingsworth, has received the Florida Customer Service Excellence Award in recognition of outstanding customer service.

“We are so pleased and excited to receive this award,” said Hollingsworth. “It truly has been a team effort to improve how we serve our customers. We never forget that we are funded with taxpayer dollars, and everything we do is to make transacting business with the Tax Collector’s office easier, faster and friendlier.”

Since 2009, St. Johns County Tax Collector’s office has tracked customers’ feedback on the quality of service provided at each of its five office 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, the St. Johns County Tax Collector’s office consistently exceeds its peers in the key measures of lobby wait time, customer satisfaction and customer engagement.

St. Johns Tax Collector’s office has been a Thomson Reuters property tax software customer for nearly two decades . Regarding the county’s award,Thomas Madden, Thomson Reuters sales executive  for St. Johns County, said, “If you consider Tax Collector Hollingsworth’s dedication to the art and science of management—his belief that you cannot manage what you cannot measure—it’s no wonder that his office has received this important award.” Hollingsworth has been a long-time member of and leader within the U.S. National Association of County Collectors, Treasurers, and Finance Officers.

Criteria for Florida Customer Excellence Award is based on the nationally-recognized organizational quality criteria set forth in the Malcolm S. Baldrige standards. These standards address seven aspects of an organization, including “customer focus.”

As an agent for the Florida Department of Highway Safety and Motor Vehicles, the 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. The national average wait time at a DMV is 44 minutes. St. Johns County Tax Collector’s office average wait time in 2014 for tag, title, driver’s license and tax services was just 4.1 minutes.

“Our goal—the goal that drives every decision in our office—is to have people wait the shortest time possible to receive service,” Hollingsworth said. “Our office motto is ‘Exceeding Expectations,’ which is something we strive to do each and every day.”

Joe Jackson, managing director for Thomson Reuters Tax & Accounting Government business, said, “We congratulate Tax Collector Hollingsworth and all of his staff for going above and beyond to improve constituency service for the people of St. Johns County. They are truly a power user of Thomson Reuters software, utilizing the analytics and productivity tool sets in an exemplary fashion.”


Christopher Barlow
Director, Strategic Relations & Communications

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