Case Study: San Francisco City and County Tax Office achieves 10% increase in self-service users and nearly halves tax-billing time with Adobe Marketing Cloud

San Francisco City and County Tax Office uses Adobe Experience Manager Forms to deliver a self-service portal to make paying taxes easier for citizens and businesses

City and County of San Francisco, Office of the Treasurer & Tax Collector faced a fragmented, confusing property tax process that forced taxpayers to use multiple portals, caused missed payments and waivers, and consumed staff time. To modernize services and reduce late fees and in‑office visits, the Office partnered with Adobe, deploying Adobe Experience Manager Forms as part of Adobe Experience Cloud and engaging Adobe Professional Services.

Adobe implemented a single self‑service tax portal powered by Adobe Experience Manager Forms, integrating form inputs with back‑end systems, generating customized PDF billing statements, and automating communications. The Adobe solution nearly halved the time to create and send property tax bills, expanded citizen interactions from 200,000 to more than 1 million, drove a 10% year‑over‑year increase in portal users, reduced waivers and office visits, and produced faster, more accurate billing.

San Francisco City and County Tax Office

Tajel Shah

Chief Assistant Treasurer