2019Annual Snapshot

Concealed Carry LicenseApplications Processed

Originals| 2089Renewals| 899

182,463Face-to-Face Customers

Served

High Speed Remittance Payments ProcessedTax| 29,114 DMV| 4,072TOTAL| 33,186

Driver License/ID Transactions

63,137

260,957

Motor Vehicle Transactions

EMPLOYEE ENGAGEMENT

Chat Bot Conversations7, 129

Total Phone Calls2019| 114, 485

Internet Tax Payments

11, 597

Express LaneTransactions

4,574

Recipient of the Florida Tax CollectorAssociation's Excellence in Finance Operations Award

Recipient of the Florida Tax Collector

Association's Certificate of Merit Award forFinancial Operations

Bay County Chamber of Commerce

Innovation Award Recipient

0 Financial

Audit Findings

0 OSHA

Findings

98.7% Employee Satisfaction

Rating

CUSTOMER SERVICE ACCOUNTABILITY2019 Fiscal Year

(October 2018 -September 2019)

Collected/Distributed:$217,392,824.10

COMMUNITY FOCUSParticipated in a promotional

awareness campaign for the FloridaBreast Cancer Foundation.

0 Ethics

Complaints

Revenue Returned to County:$1,435,814.07

TSA Precheck223

2019Annual Snapshot

Implemented a new tax software, improving online payment abilities, allowing for onlineapplication of Installment Plan and enrollment in e-billingLaunched TSA Pre-Check, State Fingerprinting and TWIC Card services in the Lynn HavenofficeIn partnership with the Florida Department of Health, launched Birth Certificate services inPanama City and Panama City BeachStreamlined walk-in services to process all transactions at one service stationImplemented a Private Tag Agency to meet the demand of Dealer Service transactionsEnhanced online payment service offerings by offering free e-checkLaunched the Express Lane Renewal Pickup at all service centersImplemented the RATE Program to provide remote tax payment opportunities for taxpayersLaunched a new accounting/ human resources softwareReopened Lynn Haven service centerLaunched a new website providing for better interaction and information delivery to customers

2019 Innovations and Improvements

LYNN HAVEN OFFICE REOPENED, ADDITIONAL SERVICES ADDED

In June 2019, nine months after HurricaneMichael made landfall in Bay County, our LynnHaven Service Center was reopened. Theopening was a celebration to commemorate allour organization, community and individual teammembers have overcome in the aftermath of theCategory 5 storm devastating our area. Since the reopening, additional appointment-required services, TSA Pre-check and ConcealedWeapon Application Intake, have been added atthe service center.

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