Property Tax
Warren County, Ohio, set out to give taxpayers a simpler, more modern way to pay property taxes online. Its previous platform was difficult to use and gave the Treasurer’s Office limited flexibility to improve the experience, so the county looked for a partner that could move quickly and stay engaged beyond the launch.
With PayIt, the county launched a new property tax payment platform in 48 days, and even began hearing unsolicited praise from taxpayers.
At a glance
A better way to pay online
Warren County gives taxpayers several ways to pay their property taxes. Many taxpayers pay through mortgage escrow accounts. Other residents receive a paper or emailed bill and pay online, by mail, through a participating bank, or at the Treasurer’s Office.
The county wanted to keep those options while making online payments easier. Its previous platform offered limited flexibility to customize the taxpayer experience, and even logging in could be difficult. As Warren County Treasurer Randy Kuvin put it, the platform made an unpleasant task even more “more unpleasant.”
Growing electronic payments was also a priority for the Treasurer’s Office. Mailed checks must be opened and processed, and paper payments can be lost or posted incorrectly. A better online experience would encourage more taxpayers to choose electronic payment.
A fast implementation that exceeded expectations
Warren County launched PayIt in 48 days. Kuvin, who had been through software implementations before, said the process “far exceeded expectations.”
The PayIt team continued to remain hands-on after launch, too. “They were able to react quickly and solve whatever issues we were coming across,” Kuvin said.
The launch also came during an unusual collection season. Changes under House Bill 186 delayed paper tax bills and extended the payment deadline, and PayIt still went live nearly two weeks before bills arrived.
A launch campaign built together
Without a dedicated county marketing team, the Treasurer’s Office partnered with PayIt’s Resident Communications team to build a launch marketing strategy.
How Warren County promoted the new platform
- County website, Facebook page, and public notice site
- Signs and QR codes around the building
- A banner in the entrance lobby
- Information included with mailed bills
Starting outreach early paid off. Taxpayers began using the new platform sooner, giving both teams time to identify and resolve issues before the busiest part of the season.
Stronger online adoption and happier taxpayers
Warren County has recorded a 30% increase in online property tax collections since launch. The Treasurer’s Office also saw more large-dollar electronic payments. Taxpayers with multiple properties could group their tax bills and pay them in a single transaction, something the team had seen less often with its previous provider. Together, these results show more taxpayers choosing to pay online.
The response from taxpayers was just as encouraging. The county received unsolicited positive comments about the new platform, and the team made it through a demanding tax season without the overtime or temporary support required in some previous years.
A foundation for countywide growth
County departments currently choose their own electronic payment providers, leaving the Treasurer’s Office to manage payments across several systems. The ability to eventually bring more departments onto one platform was one reason PayIt stood out during the selection process.
Warren County started with property taxes, its highest-volume payment category. Kuvin hopes the results will make it easier to recommend PayIt to other departments over time. Countywide consolidation remains a longer-term goal, and the property tax launch now gives those departments a working example of what the platform can do.
Frequently asked questions
How long did it take Warren County to launch PayIt?
Warren County, Ohio, launched its PayIt property tax payment platform in 48 days.
What results did Warren County see after switching to PayIt?
Warren County recorded a 30% increase in online property tax collections since launch. The Treasurer’s Office also saw more large-dollar electronic payments, received unsolicited positive feedback from taxpayers, and got through tax season without the overtime or temporary support required in some previous years.
Was the platform live before paper property tax bills arrived?
Yes. Although changes under Ohio House Bill 186 delayed paper tax bills and extended the payment deadline, PayIt went live nearly two weeks before Warren County taxpayers received their bills.
How did Warren County promote its new online payment option?
The Treasurer’s Office worked with PayIt’s Resident Communications team on a launch strategy. The county promoted the platform on its website, Facebook page, and public notice site, and with signs and QR codes in the building, a lobby banner, and information included with mailed bills.
Can taxpayers with multiple properties pay their bills together?
Yes. Warren County taxpayers with multiple properties can group their tax bills and pay them in a single transaction.
Why did Warren County choose PayIt?
The county wanted an easier online payment experience than its previous platform offered. The ability to eventually bring more county departments onto one platform was also one reason PayIt stood out during selection.
