April 2, 2015 – Florida Excellence today announced that West Kendall Baptist Hospital in Miami, the Transportation Security Administration (TSA) at the Orlando International Airport, St. Johns Tax Collector Dennis W. Hollingsworth’s office in St. Augustine, will receive the prestigious 2015 Florida Customer Excellence Award. These coveted awards will be given at the 2015 Florida Excellence Award Banquet at the Orlando Marriott Lakeside on Thursday, April 23, 2015.
St. Johns County Tax Collector Dennis W. Hollingsworth, CFC, has a passion for customer service – a passion he has instilled throughout his organization. Exceeding customer expectations and constantly keeping the customer first in all transactions is the standard at all five branches of the St. Johns County Tax Collector which serve a population of more than 200,000. Primary services include tax collection, driver license and vehicle titling/registration. The 65-person workforce begins a transaction with the expectation of excellence, and each person is empowered to do whatever is necessary to satisfy the customer being served. SJTC staff always remembers that customers are their neighbors, their friends, their community being served. Whether it is personally answering every phone call, attaching a customer’s license plate, teaching driver education or installing a car seat, SJTC puts excellence into everything they do.
For more than four years SJTC has implemented a customer satisfaction and engagement survey processes asking its customer for feedback on their performance. Questions includes satisfaction with lobby wait time, transaction time, staff knowledge and professionalism. Customer satisfaction results have steadily improved with customers at all locations consistently reporting 98 percent to 99 percent customer satisfaction and engagement.
Congratulation to St Johns Tax Collector – it was a pleasure and honor to work with you in your journey to excellence.
David Harrawood, President
Baldrige Group, LLC