In the final interview of our series Official Insights: Modernizing Government, we speak with John Power, Tax Collector for Alachua County, Florida and at the time, President of the Florida Tax Collector Association. John recounts the evolution of technological capabilities at the tax collector’s office and how it has continually adapted to meet customer expectations. John believes his office’s primary product is customer service and that every online experience should provide a “personal touch” as good or better than an in-person visit. He also shares how the pandemic forced wider adoption of their long-offered online services and has made processing payments more efficient. Finally, John describes how data collection and analysis informs improvements to the customer service experience and empowers office employees to do their best work.