Lee County Tax Collector
Florida, USA
Champion since 2023
The Lee County Tax Collector (LCTC) is an independently elected Constitutional Officer committed to being a role model organization for excellence in providing government services. With 250 employees in seven locations, LCTC is dedicated to delivering 5-star service quickly and efficiently through an organizational culture that values customers, team, and community.
In FY22 the office completed more than 1.6 million transactions for customers. The LCTC call center also received over 350,000 phone calls. External feedback suggested their call center needed to make improvements to better serve customers. They turned to Amazon Connect to improve productivity, enhance reporting and feedback tools, provide flexibility, and build a digital platform to address changing customer expectations and unexpected work interruptions. Upon implementation of Amazon Connect, customer wait times decreased and employee satisfaction increased.
What is the AWS State and Local Government Champions Program?
The AWS State and Local Government Champions program recognizes, celebrates, and supports organizations driving digital transformation with cloud computing. The purpose of the program is to acknowledge customers that have used AWS products and services in innovative ways to improve the service to their communities. The organizations selected to receive this award share the mission to transform and advance state and local government to better serve their constituents. This community will provide relatable stories for other state and local government customers to reference as they think about their own digital transformation journey.