About Us
About Us
The Hillsborough County Tax Collector’s office is responsible for collecting and distributing local property, tangible, business, and tourist development taxes. In addition, as an agent for the Department of Highway Safety and Motor Vehicles, we provide motor vehicle titles and registrations, mobile home fees, road testing, and driver license issuance.
We also work with other state agencies to issue certified copies of Florida Birth Certificates, to provide Concealed Weapons Licenses, Vehicle for Hire Permits, and Hunting & Fishing licenses.
The fees collected are immediately distributed to the appropriate agency or municipality to fund vital services at the state and local levels.
Nancy C. Millan is the first woman and first person of Hispanic decent elected to the office of Constitutional Tax Collector in Hillsborough County. Other constitutional officers serving Hillsborough County are the Clerk & Comptroller, Property Appraiser, Sheriff and Supervisor of Elections.
Our Mission
To consistently deliver amazing service experiences that empower our community, one customer at a time.
Our Vision
To lead in convenient and accessible services.
Our Values
We do the right thing.
We go the extra mile.
We are innovators.
We are #TeamHCTC.
Organizational Profile
We are committed to setting the standard of performance excellence. Our mission, vision and core values are essential components in providing the highest level of customer service and the continued success of our organization. We empower and engage our employees to drive continuous improvement through identification of best practices.
2021
Increased Branch Customer Capacity – 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, we increased capacity in our branches. Customers could now save a spot in line at one of our offices using an online registration system. The “Make a Reservation” online system allows residents to conveniently select a date and time they can visit the office. Since reopening in May 2020, HCTC has seen an increase in service capacity of over 200%.
New to Hillsborough County Initiative – Hillsborough County’s population growth is fueled by new residents moving to the area. These new residents will interact with the Tax Collector’s Office to obtain a driver license, register their vehicle, or gather information on the other services provided by the office. As part of this initiative to ensure new residents know what they need to get transactions completed with our office without making multiple trips, the Tax Collector’s Office is partnering with several community organizations to educate new residents and make their transition to Hillsborough County simple.
Computer Mentors Donation – HCTC donated over 200 surplus computers to Computer Mentors, a local non-profit that provides computer training for youth in Hillsborough County. Around 80 of the computers went directly to STEM Xposure’s “Revitalizing East Tampa” Architectural Design & Construction Camp.
CFX (Toll) Clearance Collection – Toll stop violations from the various Expressway Authorities often prevent customers from being able to renew their vehicle registration. Customers are often unaware of the registration stop until they attempt to renew and can’t complete the transaction. HCTC has partnered with the Central Florida Expressway Authority (CFX) to improve the toll violation clearance process for Hillsborough County residents. Now, customers make direct payment to HCTC at the time of their registration renewal to clear the toll stop instead of being turned away to clear it with CFX. This will save customers the time and frustration of having to come back to the Tax Collector’s Office for service as we will be able to collect payment for the violation and renew the customer’s registration, all in one transaction.
Driving Test Track Enhancements – Providing excellent customer service means ensuring that our employees have the training and equipment necessary to perform their duties effectively. Driving Test Examiners spend a considerable amount of their day outside in the elements – especially after the implementation of our Remote Driving Test procedures. Covered structures were installed at the Plant City branch providing driving test allowing employees retreat from the Florida weather complete with fans, a seating area, and a cooler to store water. An installation of a small trailer at our Brandon facility, complete with a bathroom, breakroom, and small office area allows the clerks to be more efficient in serving customers as they do not have to travel back and forth between the branch office.
Be Amazing – The culture of an organization is critical in driving service excellence. We have embarked on a comprehensive, organization-wide initiative to develop a renewed focus on providing the gold standard of customer service to the residents of Hillsborough County. Through a series of interactive exercises and training opportunities, Tax Collector Nancy Millan is bringing the entire organization to the table to redefine what it means to be #teamHCTC, ensuring everyone in the organization is actively engaged in providing the vital services to our community.
Call Center Enhancements – Since the COVID-19 pandemic began, the call volume at the Tax Collector’s Office has doubled, from an average of 30,000 calls per month pre-COVID to 60,000 calls per month today. We reallocated staff resources, filled vacant staff positions, and implemented an ad hoc telework program to improve phone services. As a result, 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.
Ad Hoc Telework – This program was implemented 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 allows our Customer Services Reps who normally work in Branch Operations serving face to face customers to work from home answering calls while on quarantine. Employees are given an appointment for contactless equipment pick up from our Processing Operations center with instructions for set up and log in from home.
Increased Minimum Wage to $15 – We increased the minimum wage at the Tax Collector’s Office to $15 per hour and increased the starting pay for Customer Services Reps working on the front line to $17.10 per hour (up from $15.16 per hour). A well-trained and motivated workforce is critical to excellent customer service. Fair pay is critical to attracting and retaining employees dedicated to serving the taxpayers of Hillsborough County.
Sofie (CogAbility) – We deployed our first digital employee, powered by artificial intelligence and machine learning capabilities. Sofie, meaning wisdom in Greek and Spanish, began serving customers on our website by providing comprehensive answers to frequently asked questions about the services we provide. The exciting part about working with Sofie is that as she gains experience, her machine learning skills allow her to develop additional skills that will benefit our customers.