Florida's Santa Rosa County Adopts Remote Video Technology to Open Virtual Fast Lane for Taxpayer Services, Reduce Departmental Costs

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Gulf Coast Community Partners with Carousel Industries to Install Next-Generation Video Conferencing Kiosks from Polycom to Improve Communication with Residents, Expedite Customer Service

Santa Rosa County, FL has successfully adopted new video kiosk systems to significantly improve the overall taxpayer experience through faster and easier transactions and reduce personnel costs at three locations throughout the county. The multi-year project was designed, installed, and deployed by Carousel Industries, a leading provider of communication and network technologies and managed services, which has deep experience in helping state and local government agencies adopt new communication and collaboration tools.

With a total population of 170,000 and growing, Santa Rosa County sought to eliminate the need to deploy personnel from one branch to another to resolve customer issues, and reduce frustration experienced by local residents when making tax payments, renewing license plates, obtaining information and conducting other business with the county.

Previously, Santa Rosa County had installed disparate video systems from different vendors that weren’t designed to talk to each other. The county turned to Carousel to identify and install next generation technology to simplify communications and significantly improve service at its busy branches. Carousel partnered with Santa Rosa County to deploy all-in-one touch-screen video conferencing kiosks with Polycom video conferencing that would allow taxpayers to see, hear, and engage in a live chat with a county employee based in another location. The kiosks also serve as a backbone to add more technology to better serve taxpayers and increase the number of transactions they can process in one day.

“The taxpayers of Santa Rosa County are our customers and with Carousel’s help and expertise, we’ve reached our goal of transforming their experience through new remote video technology,” said Bryan Hathaway, Director of Technology and Public Information, Santa Rosa County. “With the interactive Polycom video conferencing, county residents are receiving significantly enhanced service through faster and easier transaction processing and our personnel costs are greatly reduced.”

“Speed and efficiency are now the hallmarks of Santa Rosa County and they’ve set a new benchmark for how state and local governments can more effectively operate and deliver resident services,” said Jim Marsh, Chief Revenue Officer, Carousel Industries. “Our team is proud to have helped them exceed their goals for improving taxpayer services, while retaining the human touch that is so critical for customer experience.”

About Santa Rosa County
Santa Rosa County is in the gulf of Florida and has a population of roughly 170,000 people. Santa Rosa County has three locations across the county with departments like housing, education, administration, and more.

About Carousel Industries
Carousel Industries is a recognized leader in helping organizations evolve the way they communicate and orchestrate the flow of information throughout their networks. Carousel enables clients to connect and collaborate the way modern IT users demand and advance from their current network infrastructure to meet tomorrow’s standards. With deep expertise across a vast portfolio of communication, network, and security technologies, Carousel is able to design, implement, and support solutions tailored to meet the unique needs of each customer. By offering professional and managed services with flexible deployments in the cloud, Carousel ensures clients achieve agility and utilize technologies in the way most effective for their business.

Founded in 1992, Carousel serves more than 6,000 clients, including 35 of the Fortune 100. Carousel has been recognized by multiple publications and industry consortiums as a top technology integrator, managed services and cloud solution provider–including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, we have offices across the United States and Internationally – with three Network Operation Centers.

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Afton Lucente
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