Case Study: San Francisco City and County Tax Office achieves a streamlined self-service tax portal and nearly halved billing time with Adobe Experience Manager

San Francisco City and County Tax Office - Customer Case Study

San Francisco City and County Tax Office faced a fragmented, confusing property‑tax experience that forced taxpayers to visit up to four different portals, resulted in missed payments, penalty waivers, and heavy in‑office traffic. To simplify and centralize filings and improve communications, the office turned to Adobe Experience Manager, deploying Adobe Experience Manager Forms with support from Adobe Professional Services to build a consolidated self‑service tax portal.

Adobe Experience Manager delivered an integrated portal and automated communications that feed payer data into back‑end systems and generate customized billing statements and notices. The implementation cut the time to create and send property tax bills by nearly half, expanded citizen interactions from 200,000 to more than 1 million, increased portal users by 10%, reduced waivers and in‑office visits, and improved timely communications with taxpayers.

San Francisco City and County Tax Office

Tajel Shah

Chief Assistant Treasurer