The Lee County Tax Collector’s (LCTC) Office has been honored as an Amazon Web Services (AWS) Local Government Champion for its use of AWS services to transform the customer experience in the agency’s call center.
In FY22, the LCTC call center received over 350,000 phone calls. External feedback suggested improvements were needed to better serve customers. LCTC turned to AWS to improve productivity, enhance reporting and feedback tools, and provide flexibility.
“Working with AWS has changed the game for our customers, and for us,” explains Noelle Branning, Lee County Tax Collector. “The number of customers we have been able to help has increased, while the wait times have decreased. Plus, we can now track data to help us continually improve and provide 5-star service to our customers.”
“AWS is proud to recognize Lee County Tax Collector as a luminary of state and local government technology,” said Kim Majerus, Vice President of Global Education and U.S. State and Local Government at AWS. “Noelle Branning and her team saw an opportunity to innovate on behalf of the citizens of Lee County using technology and used it to transform the services they provide to the public.”
Other innovations launched by the Lee County Tax Collector in the last year include: surrender plate drop boxes, Customer Care Carts, a new website, a digital customer service agent named Edison who can answer questions 24/7 at LeeTC.com, a queuing system where customers can check in on their phones and receive text notification updates about their visit, and a Smart Locker system to provide vehicle and vessel dealers next day turnaround on their title and registration documents.