Case Study: Office of the Treasurer & Tax Collector achieves faster, more efficient taxpayer self-service with Adobe Experience Cloud

Office of the Treasurer & Tax Collector - Customer Case Study

The Office of the Treasurer & Tax Collector for the City and County of San Francisco needed to simplify a complex property tax process that forced taxpayers to use multiple portals and often led to missed payments, penalties, and extra office visits. To address this, the office turned to Adobe Experience Cloud, including Adobe Experience Manager Forms, to improve digital tax services and make payments easier for citizens and businesses.

Adobe Experience Cloud helped the office consolidate four separate tax payment portals into one self-service system, automate communications, and generate customized billing and confirmation documents. The results included a 10% year-over-year increase in portal users, nearly halved time to create and send property tax bills, fewer waivers and late payments, and expanded communications from 200,000 to more than 1 million interactions.

Office of the Treasurer & Tax Collector

Tajel Shah

Chief Assistant Treasurer