DELRAY BEACH, FL (BocaNewsNow.com) — Dear Anne Gannon: You are the Constitutional Tax Collector for Palm Beach County. You promote efficiency and transparency on your website and in constant press releases. Perhaps you could fix the problems in your Delray Beach service center so the good taxpayers of south Palm Beach County don’t have to spend half a lifetime waiting for service that should take all of 15 minutes.
Sure, we shouldn’t have lost our drivers license while running, and yes, if not for upcoming travel, we could have ordered a replacement online. But wow, Anne. We were quoted a two to three hour wait at 10am today. We’re writing this at 1:20pm and were just told by your manager Jeffrey — quite nicely, incidentally — that it could be another hour. That’s four hours to have a valid, verified drivers license reprinted today. Your earliest appointment for scheduling online: late May. It’s March 12th. Seriously?
You have a problem in Delray Beach. It’s a staffing problem. It’s a technology problem. It’s a security problem. It’s a management problem.
Of 33 stations, only 16 were operational for the more than three hours we have spent in the facility. Staffing these positions could literally cut wait times in half. But empty cubicles and empty desks lead to extraordinary wait times.
Your staffers have an optics problem. Many seem to be truly dedicated. But if they’re going to sit in public, perhaps they should lay off the personal conversations while looking at their phones behind a row of empty stations. It sends the wrong message.
Your technology is problematic. It is often joked that South Palm Beach County is really God’s waiting room. No, it’s this facility. And for that reason, you need to make sure that ticket numbers are visible and audible for those who are getting what are likely their last licenses. Your blank flat screens turn the waiting room into a hearing aid commercial, where a ticket being called is often followed by a chorus of, “what did she say? what did she say? Saul, what did she say?!” Those screens are supposed to display the number called. They don’t.
And in today’s day and age, it is astonishing that you have one — count ‘em, one — uniformed PBSO deputy. Your wait times, poor management and bizarre numbering system (D124 is followed by A762 which is followed by G359) could lead someone to do something that would be bad for a great many people.
You could solve this. You’re Palm Beach County Constitutional Tax Collector Anne Gannon! Your website says “serving you!”
You’re not serving anyone anything right now other than an example of incompetence.
You’ve got to do better.
Or perhaps Palm Beach County would be better served by someone else.