Case Study: City and County of San Francisco achieves streamlined self‑service tax payments and nearly halved property billing time with Adobe Experience Manager Forms

City and County of San Francisco - Customer Case Study

The City and County of San Francisco Office of the Treasurer & Tax Collector faced a fragmented, confusing property-tax process that forced taxpayers to use up to four portals, led to missed payments, more penalty waivers, and heavy in-person demand—despite managing roughly $3 billion in collections. The office wanted to simplify filings, reduce office visits, improve online services, and cut late fees and administrative overhead.

By consolidating payment channels into a single self-service portal powered by Adobe Experience Manager Forms and working with Adobe Customer Solutions, the office automated communications, linked payer data to back-end systems, and generated customized billing PDFs. The result: property tax bill production and delivery time was nearly halved, portal usage rose 10%, communications scaled from 200,000 to over 1 million interactions, and taxpayers filed fewer waivers while making timelier payments.

City and County of San Francisco

Tajel Shah

Chief Assistant Treasurer, Office of the Treasurer & Tax Collector