Hillsborough Tax Collector’s Office lands Sterling Award for ‘superior management’

The Hillsborough County Tax Collector’s Office has earned the prestigious 2025 Governor’s Sterling Award.

The award is Florida’s highest recognition for organizations that demonstrate superior management, stellar results and a strong commitment to continuous improvement using rigorous quality standards.

It’s the third time the Hillsborough Tax Collector’s Office has received the honor, after first winning it in 2008. At that time, the Office was the first in the state and the first government agency in Hillsborough County to earn the award. The Tax Collector’s Office won the Sterling Sustained Excellence Award in 2011.

As part of the award, the Sterling Council announced that the Hillsborough Tax Collector’s Office is one of just three organizations honored this year for superior management approaches and quality outcomes. 

An award ceremony will be held May 30 in Orlando.

“This is a tremendous honor for our entire organization,” Hillsborough County Tax Collector Nancy Millan said.

“Sterling’s criteria for performance excellence has been an invaluable roadmap for the Hillsborough County Tax Collector’s Journey to Amazing. It has helped us align our efforts with our mission, vision, and core values, focusing on meeting our customers’ needs, supporting our team, and driving consistent results through effective processes.”

Since taking the helm in January 2021, Millan has focused on improving the agency’s customer experience, including through expanding essential service accessibility, driving innovation and promoting an inclusive workplace culture that helps deliver quality service with care to all customers.

Millan has also launched paperless mobile ticketing and a user-friendly online platform to schedule appointments to improve convenience and quality of service.

She also shifted the office from a strict appointment-based model created during the COVID pandemic, to a service model focused on meeting demand for walk-in service and allowing more customers to be served. Her Office has increased the number of driving tests administered by 43%, an accomplishment Millan attributes to improved services.

The Office adopted the Sterling Management System in 2004, leading to streamlined business processes and positive results.

Millan further created and implemented the Journey to Amazing roadmap, making it part of the culture and core values of the agency. The Office maintains a 94% customer satisfaction rating and 4.7 Google Review score.

“As we celebrate receiving the 2025 Governor’s Sterling Award, I’m reminded that excellence is a journey, not a destination,” Millan said.

“Our team has transformed the Hillsborough County Tax Collector’s Office into a role model for government organizations in Hillsborough County and across Florida, focusing on customer service, accessibility, and innovation. This recognition, 17 years after our first Sterling Award, demonstrates our commitment to high-performance operations that truly focus on our customers.”