Self-service portal for efficient online services
The Office of the Treasurer & Tax Collector transformed its front-end systems by redesigning landing pages for taxpayers and consolidating the four separate tax payment portals into a single system powered by Adobe Experience Manager Forms.
“With Adobe Experience Manager Forms, we offer taxpayers better visibility into what they owe and help them avoid unnecessary penalties,” says Shah.
When a taxpayer enters information into the payment portal, Adobe Experience Manager Forms feeds data to back-end systems that identify the taxpayer and connects any additional tax information to that individual or business. Adobe Experience Manager Forms then outputs payments and payer data into a customized PDF billing statement that is printed and mailed to taxpayers for an instant record of unpaid balances. Another example is a change of address request that automatically generates a customized PDF, emailed to both the new and old mailing address to confirm the changes.
“A lot of time and resources are spent processing requests for penalty waivers where the individual or business either isn’t aware of additional taxes that needed to be paid or didn’t get the additional notification in time,” says Shah. “Integrating Adobe Experience Manager Forms into the waiver process helps us improve customer service by sending timely, automated communications to taxpayers with the status of their requests.”
Igniting a transformation
The Office of the Treasurer & Tax Collector reached out to Adobe Customer Solutions to accelerate deployment of the new technology and encourage best practices.
“To continue to scale and perform efficiently in the future, it’s important that we learn to manage projects internally and become self-sufficient,” says Shah. “Working hand in hand with Adobe Customer Solutions was an invaluable component to our early success. In future engagements, our internal teams will handle work themselves, but Adobe will continue to provide expert advice that will help us remain successful.”
As a result of the migration from Adobe LiveCycle to Adobe Experience Manager Forms, the City is able to expand the output of communications from 200,000 to more than 1 million interactions with citizens and businesses. Due to the successful implementation, the Office is encouraged to expand its deployment of Adobe solutions, looking to leverage additional capabilities within Adobe Experience Manager Forms within its tax portal and for taxpayer-facing forms.