Official Insights: Modernizing Government | Nancy Millan

In this interview, we speak with Nancy Millan, Tax Collector for Hillsborough County, Florida. Like so many other tax collection offices, the pandemic forced Nancy and her staff to evaluate antiquated processes and “reinvent” the way they conducted business. They moved many services online, not only to keep customers safe but also meet the growing expectation for governments to provide a so-called “Amazon Experience.” Nancy believes that consistent communication across digital channels and the implementation of Artificial Intelligence will help customers navigate online services with ease. She also discusses how more ubiquitous technologies such as QR codes and email continue to support her office’s goal of delivering customer service experiences that are simple, convenient and secure.