Case Study
Covington, KY is a City of firsts. It’s the first city in Northern Kentucky to pass a non-discrimination ordinance protecting LGBTQ people. Covington Politician John G. Carlisle was one of the co-creators of the Bottled in Bond Act, which guaranteed high-quality bourbon for the first time in U.S. history. And the inspiration for the Brooklyn Bridge—yes, the Brooklyn Bridge—grew in John R. Roebling’s mind in Covington. Seriously, the Roebling Suspension Bridge, which he designed and built, was Roebling’s model for the famous NYC bridge.
And, now, the City is also championing improved tax filing and management thanks to Revenue Manager Shannon White and her team. White, who has been with the City for 17 years, oversees tax collection and ensures efficient processing of tax returns.
“It’s night and day with online payments. It used to take us all day to process payments, but now I can do it in an hour in the morning.”
Shannon White, Revenue Manager
Population
40,956 (2022)
Agency Type
City
Annual Budget
USD 56,000,000.00
Role
Finance
Finance & Accounting
Solution
Tax & Revenue
Customer Results
Residents and businesses can now pay taxes online
Payment processing can be done in an hour
100s of hours freed for auditing and other essential tasks
3+ hours saved per processor, per day
The Challenge
As a growing City, Covington experienced common challenges in managing its tax filings: high volume of submissions and limited staff. Covington processes approximately 17,000 property taxes, 13,000 waste water and 8,000 business tax payments, with the bulk arriving simultaneously, making timely processing a significant challenge.
Before the implementation of OpenGov, all tax payments were received via mail, often accompanied by checks and some residents even paid in cash. The manual processing of these was time-consuming and inefficient.
Additionally, the department frequently received incomplete forms, further complicating the process. With only two processors and Shannon assisting, handling this volume was nearly impossible within a realistic timeframe.
The Solution
Driven by the need for an online tax filing option and better data management, Covington chose to partner with OpenGov for tax management software. White was adamant about the necessity of a system capable of handling large volumes and integrating with the bank’s lockbox for payment posting. After considering other vendors, OpenGov Tax & Revenue stood out due to its ability to meet these requirements.
GET TO KNOW OPENGOV’S NEWEST PRODUCT
The Results
Covington started by taking property tax, waste fees, and stormwater fees online. The transition has brought significant improvements for both internal team members and residents:
Online Filing: Residents and businesses can now pay taxes online, addressing a long-standing request from taxpayers and reducing the burden on the finance department.
“It’s night and day with online payments. It used to take us all day to process payments, but now I can do it in an hour in the morning,” said White.
Data Importing: The ability to upload data files from the bank and post payments automatically has saved substantial time. Previously, processing payments took an entire day, but now it can be completed in an hour.
Reporting: OpenGov’s robust reporting capabilities allow White to generate detailed reports, including payment amounts, dates, tax types, penalties, and interest. These reports are easily customizable in Excel, facilitating auditing and other financial analyses.
Community Impact
Residents have well-received the move to OpenGov Tax & Revenue. The online filing option improves compliance and makes it easier for taxpayers to manage their obligations. In the future, residents will be able to see all tax bills, including property and business, assigned to them in one place.
Efficiency Gains
The automation and efficiency brought by OpenGov are notable. White estimates that each processor, including herself, saves at least three hours daily. And now, those hundreds of hours annually can be redirected toward auditing and other essential tasks. This increased efficiency not only improves day-to-day operations but also enhances the City’s ability to generate additional revenue through more thorough audits.
The implementation of OpenGov Tax & Revenue in Covington, KY, has significantly improved the efficiency and effectiveness of the City’s tax management processes. With enhanced online filing capabilities, automated payment processing, and robust reporting, Covington is better equipped to handle its growing tax base. White and her team can now focus more on strategic tasks, ultimately benefiting the City’s financial health and taxpayer satisfaction.
What’s Next?
The answer is easy: Even more tax types to be managed through OpenGov. As Covington continues to integrate more tax types, the system is expected to further streamline operations. The City’s partnership with OpenGov promises continued improvements and efficiency gains, ensuring that Covington remains responsive to its residents’ and businesses’ needs.
Want to see how your organization can experience similar results?
See How Your Organization Can Get Similar Results:
Related Case Studies
Ready to get started?
Or call (650) 336-7167