Case Study: Alachua County Tax Collector achieves 6-minute average wait times with ACF Technologies' Q-Flow

Tax Collector Uses Queue Management To Reduce Wait Times

Alachua County Tax Collector faced rapidly growing transaction volumes—an overnight 56% jump when the office took on driver's licenses—and persistent long customer wait times (sometimes up to three hours). Determined to keep waits below 10 minutes and gain real-time operational insight (staff skills, service times, and time-of-day trends), the office engaged ACF Technologies to design and deploy a citizen engagement platform based on Q-Flow®.

ACF Technologies implemented Q-Flow® for appointment scheduling, check-in ticketing, skills-based routing and real-time dashboards, and the office now shifts staff between locations based on demand and publishes live wait times online. The results: the office handles about 820 walk-ins daily with average service time of 6 minutes, 8 seconds, customers with appointments wait about 2 minutes, 40 seconds, and overall wait metrics have fallen well below the original target—demonstrating ACF Technologies’ measurable impact on citizen experience.

Alachua County Tax Collector

John Power

Alachua County Tax Collector