Situation Before Automation with Assessment Appeals Solution

The State’s Tax Commission, responsible for collecting revenue for the state and administering tax, was burdened with time-intensive, manual processes. The State sought to enhance the employee and citizen experience while also ensuring compliance with streamlined, automated processes for tax appeals and exemptions.

A modern solution for property tax assessment appeals and exemptions was needed to eliminate complex, paper-based processes and antiquated systems, and save the State valuable time and cost. Specifically, the State needed to resolve the following inadequacies:

  • Inaccuracies of data throughout the process (from application to resolution)
  • Lack of a centralized data repository
  • Delayed resolution of cases
  • Time-consuming and costly processes for taxpayers and government employees
  • Manual routing and approvals with inconsistent workflow
  • Inability to merge cases for group appeals
  • Limited reporting, making leadership decisions difficult
  • Inability to identify past decisions against an appeal

The vendor currently provides a custom application built on the Salesforce platform used for tax appeals for the State. AST provided a custom solution including data migration. They did so within a greatly abbreviated timeline considering the scope of the project. Their communication throughout was fantastic. They truly felt like part of the team.”

IT Director, State Tax Commission
Let’s Create Progress Together!

The vendor currently provides a custom application built on the Salesforce platform used for tax appeals for the State. AST provided a custom solution including data migration. They did so within a greatly abbreviated timeline considering the scope of the project. Their communication throughout was fantastic. They truly felt like part of the team.”

IT Director, State Tax Commission

Solution & Benefits of Assessment Appeals Automation in State Government

AST’s deep domain expertise and ability to quickly demonstrate key capabilities were critical factors in the State’s selection of AST’s Assessment Appeals & Exemptions solution. AST’s solution, built on the reliable and secure Salesforce platform, enabled automation to eliminate manual processes and implemented modern best-practices for tax assessment appeals and exemptions.

This digital transformation has allowed the State to save its citizens time, provide increased visibility, and reduce costs and processing time through advanced features, such as:

  • Digitized intake process
  • Automated routing to the correct government resources to drive timely resolution
  • Centralized repository for all case-related documents
  • Dashboards and reports for visualization
  • Automated reminder system for required follow-up with citizens
  • Streamlined communication and collaboration with applicants
  • Scalability and extensibility
Industry: State Government

Solution Components:

  • AST Assessment Appeals & Exemptions
  • Salesforce Service Cloud
  • Salesforce Government Cloud
  • Salesforce Experience Cloud
  • Integration: Salesforce with Google Suite (Email, Calendar, Drive)
why ast poster why ast poster

Why AST?


AST’s domain expertise and understanding of the State’s business objectives led to a successful automation of paper-based processes, delivering time and cost savings to the State and its citizens.