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Accomplishments

2014

Doug Belden, Tax Collector was presented with the Ellsworth G. Simmons Good Government Award by the Hillsborough County Board of County Commissioners recognizing Mr. Belden’s commitment to excellence in government. • Tax Collector begins offering Birth Certificate issuance for Florida born residents in branch offices. • Continued expansion of online payment options. • Completed a full overhaul of tax collector’s website, www.hillstax.org , to provide enhanced online service opportunities.
• Core system integration through the implementation of Grant Street Group Software. • Implemented a new online Business Tax and Tourist Development tax online payment process. •  Opened state of the art Tax Collector Office in Brandon. • Successfully passed comprehensive external IT Security Audit and financial.• Deployment of Road Testing capabilities at the E. Hillsborough branch office. • Launched online credit card options for delinquent property tax. • Implemented a new Performance Management System.


2013

Tax Collector Doug Belden is recognized as the 3rd recipient since 1999 to receive the Matt Langley Bell Award which is given by the Florida Tax Collectors Association to recognize tax collectors that have made significant and long lasting contributions to the association and citizens of Florida. • Implemented career ladder and improved succession planning process.• Launched an improved Customer Service Rep. training to reflect specific position aptitudes.• Established free online e-check payments for Motor Vehicle transactions.


 2012

Appointments added for driver license services in all branch offices • Opened a new driver license only office at 2814 East Hillsborough Avenue in Tampa.• Awarded Top Overall Fundraising Organization for Making Strides Against Breast Cancer Walk - Raised $12,165.


 2011

Tax Collector receives the Governor’s Sterling Award for Sustained Performance Excellence • Tax Collector receives Florida Tax Collector Association’s Excellence in Finance Operations Award. • Began accepting credit and debit cards in branch offices • Annual Customer Service training mandated for all employees • Added driver license services in our Downtown branch (by appointment only) • North Tampa office adds driver license services and moves from Florida Avenue to a larger facility located at 3011 University Center Drive. • USF Industrial Engineers engaged to study Tax Collector operations and recommend improvements.• Awarded Top Overall Fundraising Organization for Making Strides Against Breast Cancer Walk - Raised $13,931.


 2010

Real ID Act for Driver Licenses takes effect January 1. • Florida legislature passes law mandating Tax Collectors take over all driver license services by 2015. As a result, the Hillsborough County Tax Collector will serve an additional 275,000 in our offices each year. • Added driver license services in our Plant City branch.• Federal grant funds solar paneling at Falkenburg facility to increase energy efficiency.• Expanded E-commerce offerings for property tax payments • Awarded Top Overall Fundraising Organization for Making Strides Against Breast Cancer Walk - Raised $16,842.

 2009

Deployed Call Center quality monitoring system. • Added department measures to individual employee performance evaluations to hold employees more accountable for the performance of the organization. • New and improved knowledge management system for employee procedures and resources. • Hillsborough County Tax Collector goes green • Annual Vendor Report Cards deployed to rate the performance of our highest paid, most critical vendors • Enterprise Resource Planning system deployed. • Re-designed branch customer comment card to obtain more useful and relevant data. • Data Center Virtualization to reduce the cost associated with maintain multiple data servers.

 2008

Tax Collector receives the Florida Governor’s Sterling Award – the Top Honor for high- performing businesses in Florida • Deployed formal surveys for customers paying online • Sheriff off-duty deputies provide better security of Tax Collector branches and resources.

 2007

Tax Collector receives Governor’s Sterling Quality Achievement Award for Disaster Planning • Converted to VoIP phone system to improve call center. • Began accepting tax deed applications online.

 2006

Tax Collector receives Governor’s Sterling Quality Achievement Award for Visionary Leadership • Second Employee Satisfaction Survey deployed • First survey of Key Government and Business Customers and Partners deployed. • Spanish Q-MATIC deployed.

 2005

Motor Vehicle and Tax & License call centers merged • Launched Spanish web site • Data equipment moved to “hurricane-proof” bunker.

 2004

Began accepting E-Check payments online • Adopted the Sterling/Baldrige Management System • Conversion to wireless network for better communications.
 

 2003

Outsourced dealership title work to Dealer Tag Agency  • 5-year Strategic Plan adopted • Improved high-speed processing with RT Lawrence software for faster processing of mail payments.

 2002

Formal Strategic Planning begins • Community Relations department established to educate the public about the Tax Collector’s office.

 2001

E-commerce begins • Web site deployed.

 2000

Developed Human Resource formal policy and procedure manual for all employees.• Focused marketing efforts to promote mail-in renewals at a lower cost to taxpayers.

 1999

Hillsborough County Tax Collector is the first in the state of Florida to deploy Q-MATIC software to improve the flow of customer traffic in branch offices. •  First Employee Satisfaction Survey • Tuition Reimbursement deployed.