A Message From Anne M. Gannon, Constitutional Tax Collector, serving Palm Beach County
Dear Citizens,
As the Tax Collector for Palm Beach County, I am pleased to present the Annual Report for Fiscal Year 2023-24. As we reflect on the past year, I am proud to share with you our achievements, and the progress we have made in our journey toward growth, innovation, and exceptional service. This report highlights the significant efforts and initiatives undertaken by our office to ensure that the community remains well-served and informed by my office.
My team has worked diligently to maintain the integrity of the many services we provide to the residents of Palm Beach County. This year, we continued to focus on improving communication, continuing to enhance our online services and expanding the convenience and availability of the vehicle registration renewal kiosks throughout the county.
Through the continued support of our dedicated staff and the trust of our clients, we are proud to report another successful year in which we continued to experience growth in the need for our services. We remain committed to enhancing our capabilities and strengthening our dedication to provide unparalleled service that inspires trust.
My staff and I look forward to serving you in the year ahead with the same dedication to exceptional service. Thank you for your support as I am honored to service as your Palm Beach County Tax Collector.
Anne M. Gannon Constitutional Tax Collector, serving Palm Beach County
About the Constitutional Tax Collector
The Florida Constitution established the Tax Collector’s Office as an independent agency in 1885, so it would be free from influence by local or state agencies that have the power to levy taxes. The Tax Collector is elected to a 4-year term in the same year as the presidential election.
The Tax Collector’s Office is not funded by tax dollars. It is a fee-based office, which means the fees collected for the services provided are used to fund the operating budget that is approved by the Florida Department of Revenue. Any revenue from fees collected beyond the amount needed to fund the office is returned to the local government agencies, including the county.
Anne M. Gannon is the first woman elected to the office of the Constitutional Tax Collector serving Palm Beach County. First elected by an overwhelming majority in 2006, she was re-elected in 2008, 2012, 2016, 2020 and 2024.
Other constitutional officers serving Palm Beach County include the Clerk of the Circuit Court & Comptroller, Property Appraiser, Sheriff, and Supervisor of Elections.
Distributions & Commissions
DISTRIBUTIONS
$388,171,882
$1,259,225,698
$18,606 County Vessels
$59,827 Delinquent Tax
$434,599
$1,087,540 Business Tax Receipts
$5,636,841,628 Total Distribution to Taxing Authorities
Greater Boca Raton Beach & Park
$41,428,136
$29,903,013
$136,957,400 City Fire
Children’s Services
Development Districts
$24,639,923
During the 2023 property tax cycle, the Constitutional Tax Collector’s Office collected more than $5 billion in property taxes and fees.
This revenue was then efficiently distributed to Palm Beach County’s fourteen taxing authorities to fund critical public services, including the Healthcare District and Children’s Services, the school district, fire departments, libraries, parks, and additional services critical to the operation of the county.
$1,430,626 Investment Income
The Tax Collector is an independent organization funded by commissions and fees on the services provided and is not funded by tax dollars.
Each year, the Florida Department of Revenue reviews and approves the operating budget for the Tax Collector. As a result of costeffective operations, more than $67 million in unexpended revenue was returned to local taxing authorities in Palm Beach County.
OVERALL TRANSACTIONS
Our clients continue to use our online services with more than 1 million transactions in FY 23-24. In-person services and use of the vehicle registration renewal kiosks also increased. With a more than 10% reduction in mail transactions, clearly our clients are opting for the more quick and convenient ways to transact with our organization.
TRANSACTIONAL MAIL PIECES
Throughout the year, we receive approximately three trays of mail to process each day. But during property tax season, the Tax Collector’s Office processes an average of 15 trays of mail each day. A mail tray contains nearly 700 pieces of mail. Property tax payments peak in November, when the 4% early payment discount is available to clients. The most mail trays ever received in one day was 51, in November 2022.
TRANSACTIONS
ONLINE TRANSACTIONS COUNT
Total Transactions: 1,009,267
ONLINE TRANSACTIONS DOLLAR AMOUNT
Total Dollar Amount: $1,933,802,086.42
$1,776,800,162.91 $81,894,235.38 $23,684,792.27 $3,644,991.44 $47,777,904.42
In FY 23-24, we surpassed last fiscal year’s total online transactions by more than 23,000 transactions, resulting in more than one million total online transactions. Did you know that 44% of all transactions processed by our organization are online transactions?
136,150
206,491
$42,602,909.49
$30,536,488.12
45,648
$11,590,364.50
While we have seen a nearly 3.5% decrease in “no-shows” compared to last year, we continue to experience high rates of “no-show” clients making reservations for in-person service who do not arrive for their reservation. This then impacts the availability of reservation time-slots for those wanting to visit one of our service centers.
License/ID: 296,018 Property Tax: 30,406 Business Tax: 8,351
$14,197,669.25 $212,610,066.86 $550,826.78
SELF-SERVICE KIOSKS
The Tax Collector provides several MV-Express self-service vehicle registration renewal kiosks located in select Publix stores throughout Palm Beach County. Offering clients the convenience of renewing their motor vehicle registration and receiving the renewal decal in minutes, the kiosks’ popularity grew through word-of-mouth and targeted social media campaigns. Due to their convenience and growing popularity, in FY 2023-24, kiosk usage for motor vehicle registrations increased an average of more than 1,848 transactions per month - a 38% increase over the previous year. For more details and current kiosk locations, visit www.pbctax.gov/kiosks.
Client Care & Research Center
When clients contact our office by phone or email, our Client Care and Research Center (CCRC) team provides exceptional service to respond to their inquiries within 48 hours. In FY 2023-24, due to increased staffing and improved efficiencies, the CCRC answered 71,000 more calls than the previous year.
2,014,175 Visitors
2,004,147 Visitors
In 2024, we transformed our website, www.pbctax.gov. Through a thorough and well researched redesign process, we enhanced the site’s functionality, visual appeal and user-friendliness. We solicited website feedback from staff and consulted more than 1,000 customer surveys to focus on vexing pain points: confusing information, difficult navigation, and frustrations scheduling reservations. We conducted a thorough review of our 175-page website, documenting which pages to delete, combine, or maintain. We added an ADA accessibility widget to assist individuals with disabilities to customize the site, allowing them to navigate the website more effectively. In addition to enhancing the user experience, we improved the site’s overall design, resulting in a more functional and pleasant user experience.
SOCIAL MEDIA FY 2023-24
Clients connect with the Constitutional Tax Collector via the platforms of their choice. Currently we maintain several social media accounts including Instagram (@TAXPBC), Facebook (@PBCTAX), YouTube (@TaxCollectorPBC) and LinkedIn (/company/taxpbc). Content is created to inform and engage clients. Followers on our social media platforms receive content regarding services, deadline reminders, open positions, and informational updates.
Installment Payment Plan
The Installment Payment Plan (IPP) provides clients the predictability of budgeted, quarterly payments for real estate property and tangible personal property taxes, rather than paying one lump sum. Each year, the IPP enrollment period begins November 1 and ends April 30, and our office accepts applications online or by mail. Once enrolled, there is no need to reapply; clients remain on the plan unless they request to be withdrawn or miss the annual initial payment. For more information, visit www.pbctax.gov/ipp.
Tax Collections
The Property Tax payment cycle is November 1 – March 31. Unpaid property tax is delinquent on April 1 and is subject to penalties and interest. It is vital to collect unpaid taxes as Taxing Authorities are dependent on these funds.
On June 1 the Tax Collector is required by law to hold an annual tax certificate sale to collect unpaid property taxes and associated fees. Investors pay the tax debt by purchasing tax certificates.
If the property owner fails to pay the delinquent taxes within two years, the tax certificate holder may file a Tax Deed Application (TDA) to start the process of the property being sold at a tax deed sale. The property owner may retain the property by redeeming the TDA any time before the property is sold at the tax deed sale.
Tax Collections
LOCAL
BUSINESS TAX RECEIPTS (LBTR) COLLECTIONS
The Field Services division of the Legal Department assists business owners with matters regarding their Business Tax Receipt. Past-due Business Tax Receipt accounts are assessed a delinquent fee each February, which results in an increase of revenue as our team assists clients with bringing their accounts into compliance. Local Business Tax Receipts are renewed July 1 – September 30, and LBTR collections peak at that time.
The Legal Department of the Constitutional Tax Collector received and responded to more than 296 public records requests in 2023-24.
Reviews and Feedback
CLIENT FEEDBACK
“Thank you so much for an exceptional treatment towards me as a customer. I appreciated not only the help with my paperwork but your approach to a Disabled Veteran was outstanding.”
“I have lived in six states and been to a DMV in each one. This was the best run, most efficient, and most competent DMV I have ever been to.”
“From the moment I approached her counter, Debora was welcoming, professional, and incredibly helpful. It’s not every day you come across someone who goes above and beyond to ensure that everything runs smoothly, but Debora did just that.”
KEY SURVEY QUESTIONS
Clerk Experience
Knowledge Overall Experience
Three of our core pillars of client satisfaction surveys – Clerk Experience, Clerk Knowledge and Overall Experience –have out-performed compared to the previous year. This is a testament to our team’s commitment to exceptional service. We are proud that our total overall positive experience results of 87.1% continues to surpass the national benchmark for like local government offices by more than 25%!
GOOGLE REVIEWS
The Tax Collector received 258 Google reviews in FY 23-24 resulting in our overall rating increasing from 3.7 to 3.8 stars. Our commitment is to respond to every review within three business days from the moment it is posted. Search Google for “Palm Beach County Tax Collector” to check out what others are saying about our exceptional service and be sure to leave us a review!
CONSTITUTIONAL TAX COLLECTOR
SERVING PALM BEACH COUNTY
600 Google Reviews
2024
TOTAL: 258 REVIEWS
2023
TOTAL: 279 REVIEWS 2023 2023
“...your staff is very nice, and Cindi was beyond exceptional. She definitely went above and beyond.”
“Incredible service! These people are amazing. For what must be a very taxing (no pun intended) job, my experience could not have been any nicer.”
“I have been going to DMV for 62 years in three different states. Today, I went to the location on Congress Ave. in Delray Beach. I have never had such thoughtful, courteous, respectful and caring treatment at any DMV I have ever been to.”
“My entire experience at this office was wonderful, there is no other word to describe it. I was guided through every step and that made me feel very comfortable. All the employees are professional and friendly and quick.”
Our Employees
TOTAL EMPLOYEES BY TENURE
OUR CHARITABLE GIVING
In 2024, our employees donated a total of $16,730 to two charity partners, Living Hungry and Take Stock in Children.
To learn more about our culture of giving, visit www.pbctax.gov/ about-us.
Living Hungry works to eliminate food insecurity experienced by local homeless school children. Tax Collector employees raised $8,365 and donated it to Living Hungry.
Take Stock in Children, Inc. is a nonprofit mentoring, college success, and college scholarship organization dedicated to transforming Florida one student at a time. Tax Collector employees donated $8,365 to Take Stock in Children.
In 2024, the Palm Beach County Tax Collector’s Communications & New Media Group (CNMG) and the Finance & Budget team were honored with seven national and local industry communications and financial awards for best-in-class accomplishments.
To learn more about our awards and recognition, visit www.pbctax.gov/about-us.
Communications
CNMG is proud of the hard work that went into their “Welcome Guide,” which won six awards. The Welcome Guide was created and designed for people relocating to Palm Beach County. It details the services we offer including driver license, motor vehicle registration and property tax payment information. It also includes valuable information to assist new residents with voter registration, school enrollment and other popular county services.
Finance & Budget
This award recognizes our office’s achievement for a perfect 2023-24 audit.
www.pbctax.gov