Case Study: Office of the Treasurer & Tax Collector achieves simplified self-service tax payments and nearly 50% faster property billing with Adobe Experience Manager Forms (Adobe)

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

The City and County of San Francisco Office of the Treasurer & Tax Collector—responsible for collecting roughly $10 billion and serving about one million residents and businesses—faced a fragmented, confusing property tax system that required taxpayers to visit up to four portals, often causing missed payments, penalty waivers, and slow, manual billing processes.

The office consolidated those systems into a single self-service portal powered by Adobe Experience Manager Forms (with support from Adobe Customer Solutions), automating back-end workflows and generating customized PDF billing statements and notifications. The result: a 10% increase in portal users, nearly halved time to create and send property tax bills, expanded communications from 200,000 to over 1 million interactions, fewer waivers and office visits, faster billing summaries, and improved accuracy.

Office of the Treasurer & Tax Collector

Tajel Shah

Chief Assistant Treasurer