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World-Class Service Anytime, Any Place Pinellas County Tax Collector

Annual Report 2012 From the Tax Collector n What’s New n The Numbers n Giving Back n What’s Ahead

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From the Tax Collector I am pleased to report that 2012 was another successful year here at the Pinellas County Tax Collector’s Office. Although we have had our challenges, including legislative mandates and new driver license responsibilities, we have continued our efforts to provide world-class service to our Pinellas County residents, who have given us high marks for customer satisfaction. As I begin another term, I am extremely grateful for the confidence and trust of the Pinellas County public. I pledge to build on my office’s long-standing commitment to customer service, and I will strive to ensure we continue to operate as efficiently as possible. We have been working for several years now to implement principles from the Florida Sterling Council, a performance excellence program that emphasizes better operations, customer value and overall results.

Among our successes in 2012, we set a new Pinellas County record for tourist development tax collections, collecting $28.7 million. In addition, we continue to see strong performance results in our other program areas of driver licenses, motor vehicles and property taxes. The following sections of this annual report provide a snapshot of our most important numbers and measures from the past year, as well as a look at what’s ahead in 2013. Again, I thank you for the privilege of serving as your Tax Collector. Sincerely,

Diane Nelson, CFC Pinellas County Tax Collector

What’s New 50,000 new driver license customers. The Department of Highway Safety and Motor Vehicles has been gradually turning over its driver licenses services to Tax Collectors statewide. When DHSMV closed its office in Pinellas Park in June 2012, our office became the sole provider of driver license services in Pinellas County. Fortunately, we have been issuing licenses since 2001, and we were in position to manage the additional demand.

screen monitors that connect to our queuing system, displaying announcements and public information. As an added feature, local businesses can advertise their services on MVN, and the monitors were installed at no cost to our office.

Medicals & Hazmats. As part of the state office closing, we became responsible for all driver license services, including the complex areas of medical certifications and hazardous materials endorsements. Both of these areas require additional expertise from our staff and have added to the volume of customers visiting our offices. More ways to stay connected. We want to stay in touch with our customers, and their New customer queuing system. To feedback is vital to our success. This year, we continue serving customers as quickly as possible, launched three e-newsletters on various Tax we installed a new queuing system in our offices, Collector topics: Tax Tips, Tourist Tax Tips and Q-Flow, allowing us to route customers faster and Dealer Connection. To join the mailing list for more efficiently. We also partnered with a company these newsletters and stay connected with called Motor Vehicle Network to provide largeour office, visit our website,

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The Numbers

Revenues & Expenditures ($millions) Revenues from commissions & fees: $27.5 Budgeted expenditures: $19.2

Total Collections $1.35 billion

Actual expenditures: $18.3

Real estate property: $1.07 billion Motor vehicle fees: $165.2 million Tangible personal property: $76.5 million Tourist development: $28.7 million Driver license fees: $10.4 million

Unused fees returned to county commission & other taxing authorities: $9.1

2012 Property Taxes

Top 10 Tax Distributions ($millions)

Number of tax bills

School Board: $472.3 Board of County Commissioners: $249.6 City of St. Petersburg: $67.3 Juvenile Welfare Board: $43.3 Emergency Medical Services: $40.8 City of Clearwater: $36.8 Pinellas Suncoast Transit Authority: $31.8 Municipal Service Taxing Unit: $28.2 Southwest Florida Water Management: $20.0 City of Largo: $14.0

2012 Tax Certificate Sale Certificates issued

15,343 Certificates sold

15,041 Face amount of certificates issued


Number of bids

$73,484,871,362 Total taxable value

$54,045,356,349 Total Annual Gross Tax Amount

$1,164,128,751 Includes real estate and tangible personal property

Key Performance Measures

Total transactions: 1,533,849 Vehicle registrations: 821,540 Walk-in customers: 657,593 Phone calls: 345,002 Titles: 204,268 Driver licenses: 162,330 Road tests: 7,679

0.78% 13,140

Total assessed value

Customer Numbers

Weighted average interest rate Registered bidders


Tourist Development Taxes ($millions)

Walk-in customer satisfaction: 98% Telephone customer satisfaction: 97% Internet customer satisfaction: 67% Average walk-in wait time: 13 min. Average walk-in transaction time: 12 min. Average call wait time: 1.4 min. Calls answered: 92% Annual Audit Findings: 0

Fiscal Year 2012: $28.7 million - Pinellas County record $4.51

76.3 million Successful bidders

7,191 The 2012 sale was conducted for delinquent 2011 taxes.

$2.82 $1.61 $1.64 $1.62


$3.14 $2.45 $2.51 $2.61

$2.20 $1.66

Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep

Giving Back: Our Community Impact Employees at the Tax Collector’s office have a long history of giving back to the Pinellas County community. From the American Cancer Society’s Relay for Life to a food drive for RCS Food Bank, Tax Collector employees raised more than $15,000 for charities in 2012. Other notable community efforts include:

• Partnered with Donate Life to achieve a 55% donor designation rate (customers who join the organ and tissue donor registry) • Second-place fundraising team ($6,052) at American Cancer Society’s Relay for Life

• First place finish statewide fundraiser for Prevent Blindness Florida, raised more than $6,000

RCS Food Bank

2,158 lbs Pounds of food items collected for RCS Food Bank

Relay for Life

Prevent Blindness Florida

What’s Ahead Florida Tax Collectors Association. In September 2013, Diane Nelson will become the president of the Florida Tax Collectors Association. She currently serves as the association’s first vice-president. As president, Diane will play a major role in shaping the duties and responsibilities of Florida’s Tax Collectors. She will work closely with the Department of Highway Safety and Motor Vehicles and the state legislature. Improved service. While our customer service ratings have remained high, we have experienced a noticeable increase in the number of walk-in customers as a result of the state office closing. The combination of more

customers and the requirement that we perform medical certifications and hazmat endorsements has led to increased wait times for some services. To counter this effect, we have hired more staff, and we are training more employees in these areas. More online options. We understand time is valuable, and we want our customers to conduct their transactions at their convenience. We now offer the following online options: office appointments; property tax payments; tourist development tax payments; registration renewals for vehicles, vessels and mobile homes; and driver license renewals. We also plan to add electronic tax bills in the near future.

World-Class Service, Anytime, Any Place

n We serve our citizens promptly. n We satisfy licensing and identification needs, and accurately collect and distribute revenue. n We are good stewards of public funds. n We continually pursue organizational excellence. People l Excellence l Accountability l Respect l Leadership l Service

Pinellas County Tax Collector n 315 Court Street, Clearwater, FL 33756 n 727-464-7777 n

2012 Annual Report