When the Orange County, Florida Tax Collector’s office set out to replace a more than 20-year-old tax system, the team wasn’t just looking for new software. They needed a modern, web-based platform that would reduce organizational overhead, improve staff workflows, and provide a straightforward online experience for residents.
After implementing Grant Street Group’s TaxSys®, the office modernized tax administration and how residents pay, moving from a patchwork of manual processes to a streamlined, digital-first experience.
The Challenge: A Dated System with High Operational Overhead and Limited Online Payments
Before TaxSys, Orange County relied on a locally installed tax system that required specialized care and expertise. The software was not web-based and was installed on individual machines, making upgrades and troubleshooting time-consuming, complex, and costly.
“The previous system was over 20 years old, not web-based, and installed on individual machines,” explained Elbert Pagan, Chief Information Officer for Orange County. “My team was responsible for maintaining our own server and tooling around the system just to keep it running. It was a huge IT lift for something that wasn’t delivering a modern payment experience for our residents.”
From the taxpayer’s perspective, the experience did not match the rising modern expectations. While online payments were technically possible, they were difficult to use, offered limited payment options, and were considered unreliable. Many residents found it easier to visit an office or mail a check than to use the old online system, leading to longer lines and a customer experience that fell short of modern checkout standards.
Key Challenges:
The Solution: A modern, cloud-based platform to streamline the online experience
The Orange County Tax Collector’s Office sought to replace the county’s existing system with a modern, web-based software solution. The team evaluated options with a clear goal: find a platform that could support the day-to-day realities of tax collection, align with the county’s long-term modernization roadmap, and relieve IT from managing aging infrastructure.
The prior system was a modular setup with fragile connectivity between components. In contrast, TaxSys demonstrated an integrated, cloud-based platform with proven support for complex tax workflows.
“We came in with a long list of questions from our subject matter experts,” Elbert recalled. “Grant Street didn’t just answer them—they showed us better ways to handle the processes we’d been managing for years.”
Because TaxSys is a fully hosted, cloud-based solution, infrastructure maintenance and upgrades now happen without manual intervention from county IT. This Grant Street Group-managed environment reduces the county’s operational burden, keeps the system current, and allows Orange County’s technology team to focus on more strategic work rather than maintaining aging servers.
TaxSys also expanded and modernized the county’s payment options. Residents can now pay with popular digital wallets, including Google Pay, Apple Pay, and PayPal, in addition to traditional cards and e-checks. At the counter, tap-to-pay, and modern PIN pad terminals give taxpayers a familiar, retail-style checkout experience while reducing staff manual data entry.
Key Benefits
Benefits for Orange County
Since go-live, Orange County has experienced a smooth transition to TaxSys, with no disruption to core operations and a noticeable improvement in staff efficiency and taxpayer satisfaction. Lines have shortened as more residents choose intuitive online and digital wallet payments, and those who visit an office now encounter a familiar, retail-style checkout experience. Internal teams spend less time maintaining aging infrastructure and more time supporting higher-value initiatives.
Overall, the Orange County Tax Collector has reported high satisfaction with the move to TaxSys, viewing the project as a meaningful modernization of the office’s services for residents.
For more information, contact Craig Phillips, Florida Business Development Manager for Grant Street, at (772) 263-2363 or via email at craig.phillips@grantstreet.com.
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About Grant Street GroupGrant Street Group delivers cloud-based software for property tax administration, electronic payments, and online auctions. TaxSys® supports the full property tax lifecycle, and PaymentExpress® powers secure, compliant payments across government services. Grant Street’s auction platforms support large-scale financial and securities auctions nationwide.
