Case Study: Hillsborough County Tax Collector achieves real-time insights and better service efficiency with Qlik

Using Business Intelligence to Be a Beacon of Change in the Government

Hillsborough County Tax Collector Office (HCTC) manages collection and distribution of local and state taxes, issues licenses and IDs, and acts as an agent for multiple state and local agencies. Facing public pressure to use funds efficiently, HCTC struggled with manual, error-prone Excel tracking and an inflexible BI solution that only reported on preset intervals, leaving leaders without the timely, actionable insights needed to improve service and steward taxpayer dollars.

HCTC partnered with SME to implement Qlik Sense, consolidating data sources and giving supervisors real-time visibility into operations and individual employee performance. The platform helped identify and fix issues such as Monday password-reset overload (reducing a few thousand help-desk tickets), rebalance performance metrics so quality—not just transaction volume—drives evaluations, shorten customer wait times, and free managers to focus on improvements; the office now reports a 98% satisfaction rating and measurable productivity gains across its 220 front-line reps and 30–40 call-center staff.

Hillsborough County Tax Collector

Brenden Chiaramonte

Hillsborough County Tax Collector