How Did Palm Beach County Become the #1 Fleet in the Americas? A Q&A with Fleet Manager Jeffrey Hawthorne
This article is based on a recent episode of The Fleet Success Show podcast. Watch the episode below:
Q: Who is Jeffrey Hawthorne, and why is his story important for fleet managers?
A: Jeffrey Hawthorne is the Fleet Manager for the Palm Beach County Sheriff's Office. With 26 years of experience in the U.S. Army and 12 years managing one of the largest law enforcement fleets in the country, Jeffrey brings a unique blend of discipline, leadership, and innovation. His fleet climbed from #95 to #1 in the 100 Best Fleets ranking, proving what’s possible when you commit to excellence.
Q: What is the 100 Best Fleets program, and why should fleet managers care?
A: NAFA's 100 Best Fleets program recognizes the most innovative and effective fleet operations across the Americas. It evaluates fleets across 12 operational categories including preventive maintenance compliance, stakeholder satisfaction, and intentional culture. For fleet managers, participating in this program is more than just a chance to win It’s an opportunity to benchmark performance, gain credibility, and continuously improve.
Q: How did Jeffrey’s team go from #95 to #1?
A: Consistency, measurement, and leadership. Jeffrey and his team applied to the program every year for over a decade. They treated the application like a roadmap, identifying gaps, setting goals, and tracking improvement. Each year, they climbed higher, eventually reaching the top spot through focused execution and team alignment.
Q: What’s the biggest challenge with applying to the 100 Best Fleets?
A: The first application is the hardest. Most fleet managers discover they can’t fully answer all 12 categories, which highlights where they need to improve. But that’s the value. It creates self-awareness and sets the stage for measurable progress.
Q: What are the most important metrics to track for fleet success?
A: According to Jeffrey, the top metrics include:
- Preventive Maintenance (PM) Compliance: Tracked weekly, with a target of 95% or higher
- Turnaround Time: How fast assets are returned to service
- Technician Productivity: Measuring actual versus expected labor time
- Asset Availability: Fleet readiness to support operations
These metrics can be managed and monitored with fleet maintenance management software like RTA Fleet360.
Q: How do metrics improve team morale?
A: When teams see their performance improve—and especially when it’s recognized on a national stage—it boosts morale. Jeffrey shared that his team checks their fleet’s 100 Best Fleets ranking before he does. They take ownership and pride in the progress they’re making.
Q: What tools help manage and automate this kind of performance tracking?
A: Fleet maintenance software like RTA’s Fleet360 makes it easier to:
- Automatically generate PM compliance reports
- Track labor efficiency
- Monitor asset status in real-time
- Benchmark against similar fleets using the Fleet Success Scorecard
- Gather stakeholder satisfaction feedback through built-in surveys
These tools are essential for fleets managing their own maintenance and trying to prove their value internally.
Q: What leadership principles helped Jeffrey succeed?
A: Two standout philosophies:
- “Start always.” Improvement doesn’t come from a once-a-year push. It comes from constant attention to performance.
- “Hire smart people so they can tell you what to do.” Empowering your team to lead and improve their own processes is key to sustainable success.
Q: What advice does Jeffrey have for first-time applicants?
A: “Be prepared. The first application is brutal. But once you commit, the benefits are endless.” He encourages applicants to start, even if they can’t answer every question. Progress will come with time and consistency.
Q: What’s the end goal of all this work?
A: It’s not just about recognition. It’s about proving that your fleet can operate efficiently, safely, and reliably in-house. It’s about building credibility with leadership, gaining influence, and showing that your fleet deserves continued investment.
Q: Can any fleet reach this level of success?
A: Yes. As Jeffrey says, “We weren’t perfect. We just never stopped improving.”
With the right mindset, leadership, and fleet maintenance management system in place, any fleet—government or enterprise—can rise in the rankings and improve its impact.