Manatee County Tax Collector's Office sets a high bar for government efficiency

Delivering public services efficiently can be challenging, but the Manatee County Tax Collector’s Office in Florida is dedicated to simplifying essential services for its residents. From handling vehicle and boat registrations to issuing driver licenses, property taxes, and more, the office serves as a vital resource for thousands of residents every month.

Delivering the services of 5 state agencies to the residents at the local level, the office focuses on making its services highly accessible and efficient. A dedicated team of 150 employees across four locations serves a growing population of 464,000 people.

“We take pride in being a role model organization by prioritizing innovation. Our commitment is to break the government mold—delivering faster, more accessible, and user-friendly services,” says Mandie Ferguson, Director of Communications and Employee Experience at Manatee County Tax Collector’s Office.

Manual processes = inefficiency

Before Zendesk, the office relied primarily on phone calls to handle internal inquiries and customer questions.
“Our team would call their Manager, wait for responses, and sometimes get lost in the lineup. There was no follow up, no way to track what was happening or the types of questions we were receiving,” recalls Ferguson.

Additionally, limited visibility into recurring issues made it difficult to identify bottlenecks and streamline processes. Employees often faced slow resolution times, as they had to wait for phone responses, delaying interactions with customers.

For customers, self-service options to prepare for office visits were limited, driving them to call or visit in person to get answers. This increased workloads for staff and reduced overall efficiency.

Embracing a new digital platform

As service demands grew, it became clear that the office needed more than just incremental improvements—it required a complete shift in how customer interactions and internal communications were managed.

To modernize operations, the office implemented the Zendesk platform for supporting requests. Instead of relying on phone calls, employees could now submit and track tickets seamlessly through Zendesk. Today, the team manages around 3,000 tickets per month, helping ensure that every inquiry is properly captured, routed, and resolved in a timely manner.

“Serving our community is our core purpose—it’s the reason we exist. We are a dedicated team handling growing demands from a rapidly expanding community, and we have to be as fast and efficient as possible to meet their needs,” shares Thomas Sheridan, Operations Data and Support Analyst​.

Modernizing with real-time access and automation

Zendesk also allowed the office to build an internal knowledge base and provide employees with real-time access to procedural guides and internal communication channels. “Zendesk is our office’s ‘Google’—instant answers, seamless workflows, and a more empowered team,” notes Ferguson.

“With Zendesk, we were able to consolidate all of our policies and procedures into a searchable database that connected directly with our ticketing, eliminating the need for employees to sift through dozens of documents to find answers.”

For employees, the system reduced stress and improved job satisfaction. “The internal knowledge base was a game changer,” says Anna Barr Sosa, Assistant Manager of Quality Assurance. “Instead of calling someone and hoping they remembered to follow up, we could track everything in one place.”

This commitment to streamlining operations naturally extended to internal processes as well. Automation, in particular, has become a key enabler of this transformation, helping the team maintain consistency and efficiency at scale.

Internally, the team has also felt the impact. “With Zendesk, nothing slips through the cracks,” offers Sheridan. “We have automated reminders, clear tracking of ticket statuses, and better visibility into workloads.”

Moving to a customer-centric approach

While the initial focus for Zendesk was delivering internal efficiencies, the office recognized another way to enhance customer service. The most recent breakthrough was the launch of a customer-facing help center in late 2024, providing residents easy access to FAQs and documentation.

“Before Zendesk, we were using static PDF documents that weren’t searchable. Now, customers can find what they need instantly, without having to call or visit an office.”

The results have been astounding. “Since launching the help center, customer access to information has increased fourfold,” notes Ferguson. “We’re seeing tens of thousands of visits per month, and it’s helping us reduce call volume and wait times.”

Beyond the help center, Zendesk’s email integration has streamlined communication with customers. “When a customer mails in a transaction and we need additional documentation, we open a ticket that generates an email request,” explains Sheridan. “This eliminates delays and prevents documents from getting lost in the mail.”

Data drives better decisions

A core component of the Zendesk implementation has been the ability to track trends and make informed decisions based on real-time analytics.

“We are a data-driven organization,” emphasizes Ferguson. “With Zendesk, we can analyze ticket resolution times, identify recurring issues, and optimize processes to improve efficiency.”

One example of this data-driven approach is the office’s ability to identify policy-related challenges. “Sometimes, we see a sudden spike in tickets related to a particular issue—like customers facing challenges with required documents for driver license renewals,” says Ferguson. “We use that data to adjust our communication strategies, update training materials, and even advocate for policy changes at the state level.”

“Zendesk transformed us from endless phone calls to instant, trackable solutions—no more guesswork, just efficiency,” adds Ferguson. “We went from scattered processes to data-driven decisions—every change we make is backed by real analytics.”

A model for government efficiency

The accomplishments of the Manatee County Tax Collector’s Office have not gone unnoticed. The office is a recipient of the prestigious Florida Governor’s Sterling Award, recognizing excellence in organizational performance.

Ferguson credits the success of the office to Tax Collector Ken Burton Jr., who has served in the elected role of Tax Collector since 1992, for his unwavering dedication to leveraging technology and inspiring his team to focus on innovative thinking.

Looking ahead, the office is exploring additional innovations. “AI is something we’re definitely interested in,” Ferguson says. “We have to be careful because government services require precise information, but we see a lot of potential in leveraging AI to connect customers with the right resources more efficiently.”

Additionally, integrating Zendesk Voice is on the radar. “We don’t have voice integrated yet, but it’s something we’re evaluating,” adds Barr Sosa. “Any tool that improves efficiency and enhances the customer experience is worth considering.”

“The stereotype of slow, bureaucratic government service doesn’t apply to us,” says Ferguson. “Our vision statement is ‘Innovating Better Ways to Serve,’ and Zendesk has been a key part of making that vision a reality.”