Case Study

Windsor, ON

The Finance department of the City of Windsor updated their Property Tax Software System with CSDC’s Property Tax Management Solution in 2004, going live in 2006.

The Challenge

The City of Windsor had a challenging, complicated and poorly automated system to process property tax. They needed a solution that automated the process and made it simpler to navigate, so that resources were not being used inefficiently.

The Solution

Windsor now uses AMANDA Tax with the financial management technology of the MS SQL-based Peoplesoft for all their property tax needs. They are now able to issue clearer tax bills and provide call center employees with the tax-related information they need when answering calls. The implementation of CSDC’s Property Tax Management Solution has resulted in a smoother taxation process. The department has processed up to $400 million worth of annual Windsor property taxes in an efficient and fully-integrated manner.

 

The Details

Windsor now uses AMANDA Tax with the financial management technology of the MS SQL-based Peoplesoft for all their property tax needs. They are now able to issue clearer tax bills and provide call center employees with the tax-related information they need when answering calls. The implementation of CSDC’s Property Tax Management Solution has resulted in a smoother taxation process. The department has processed up to $400 million worth of annual Windsor property taxes in an efficient and fully-integrated manner.

The Finance department’s tax division issues property tax bills and accepts payment in person, through mail, or through their new pre-authorized payment plans.

Tax bills are generated automatically and are printed in-house. The flexibility of the system allows the staff to make changes in the pre-authorized tax payment plans and process payments through a mortgage company if required.

The Finance department now provides a clear tax bill that offers a complete view of taxes for the residents of Windsor. The bill categorizes the property owner’s tax levies, with municipal shares versus school board shares shown separately. This has resulted in less confusion for the home owners. This has been proven through pre and post-AMANDA tax related queries at Windsor’s main Call Center. Property tax related queries were measured at two peak periods; before and after the installation of AMANDA Tax. The call rates dropped from 53% to only 6% after the new solution was installed.

All tax-related queries used to be the tax department’s responsibility.  With the new system, Windsor Call Center staff now answer the majority of tax-related questions. The questions they cannot answer get forwarded to the tax department. With the reduction in number of calls, the finance department now concentrates on their core work. 

In short, CSDC’s AMANDA Tax solution has created a more efficient and clearer taxation process, with key information easily accessible to the people who need it.

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