Case Study: Alachua County Tax Collector achieves 6-minute average wait times and streamlined service with Q-nomy's Q-Flow

Alachua County Tax Collector - Customer Case Study

Alachua County Tax Collector's office grew from a tiny, largely manual operation into three offices serving over 200,000 walk-in customers and processing hundreds of thousands of transactions. A sudden 56% increase in volume when the office took on driver's licenses exposed long waits (up to three hours) and made clear the need for data-driven customer experience management — real-time insight into wait times, staff skills, transaction times and demand patterns to keep waits under 10 minutes.

Partnering with ACF Technologies to deploy Q-nomy’s Q-Flow®, the office introduced appointment scheduling, automated routing to skilled agents, real-time analytics and dynamic staff shifting between sites. The results: about 520 walk-ins handled daily with an average service time of 6 minutes 8 seconds, appointment holders waiting only 2 minutes 40 seconds, published live wait times, clearer peak-day insights, and significantly improved customer satisfaction.

Alachua County Tax Collector

John Power

Alachua County Tax Collector