How Williamson County digitized payments, reduced e-check returns, and streamlined their customer service using PaymentExpress
Opportunities for Operational Improvement
With the rapid growth in Williamson County, Larry Gaddes’ Tax Assessor-Collector’s (TAC) Office took action to modernize his payment process to ease operational challenges that hindered efficiency and strained resources. High e-check return rates, duplicate payments, and cumbersome manual reconciliation processes created bottlenecks in financial reporting and limited the TAC’s ability to effectively manage its high payment volume.
Much of the burden stemmed from outdated payment methods, including the absence of modern digital payment options, effective scheduled payments, and a heavy reliance on paper checks. High e-check return rates and frequent duplicate payments further added to the complexity. Manual workflows and limited capabilities not only complicated reconciliation but also hindered customer service. The TAC needed a modern, flexible solution that could provide its staff and citizens with a more efficient, user-friendly payment experience.
Key Challenges
Solution: Digital Payment Facilitation & PIN Pad Modernization via PaymentExpress
Recognizing the need for modernization, the TAC sought an innovative, secure, and user-friendly solution to streamline operations and enhance back-office functionality. Through a comprehensive request for proposal (RFP) process, Williamson County TAC chose Grant Street Group to implement its PaymentExpress solution to modernize its payment processing. To address the challenges faced, a collaborative approach was implemented leveraging the expertise of the Williamson County TAC team. Throughout the project, Williamson County TAC and Grant Street Group held regular check-in meetings to review progress, resolve issues, and align on milestones and deliverables.
PaymentExpress introduced a series of enhancements designed to modernize tax collection and improve both staff efficiency and the customer experience.
An impactful improvement was the launch of an online scheduling feature for quarterly payments, enabling residents to schedule payments online with ease. The teams jointly developed and tested payment plan features, tailoring them to the TAC’s requirements. Once a manual, time-consuming task for TAC staff, this enhancement now saves valuable time and streamlines the TAC’s legally required quarterly payment process.
New workflows were implemented to detect and prevent duplicate payments, significantly reducing errors and administrative burdens. This also tackled the root cause of e-check returns by establishing a safeguard that immediately blocks failed bank accounts from future transactions until customers provide accurate bank account information. If a payment issue arises, customers receive prompt email notifications with clear instructions for resolution, while payment plans are automatically paused to prevent additional failures. TAC staff now benefit from consolidated return reports that simplify monitoring, follow-ups, and reconciliation.
Finally, PaymentExpress delivered a convenience-driven solution that allows cashiers to activate PIN Pads directly from State DMV computers - an impactful change that saves clicks, reduces friction, and speeds up service for frontline staff.
Key Features
Significant Positive Outcomes for Williamson County
Through innovative solutions and a strong partnership, Williamson County TAC achieved measurable results. A top priority of the finance director was addressed with a nearly 48% year-over-year decrease in e-check returns. Duplicate payments were virtually eliminated, resolving a long-standing issue and boosting customer satisfaction.
During peak tax season, an upgraded Interactive Voice Response (IVR) system streamlined routine inquiries, increasing payments accepted via IVR from just 14 per year to over 300 in six months. This upgrade also drove a 70% decrease in abandoned calls at staff call centers.
Year-over-year growth: IVR payments increased from 102 (2024) to 320 (2025), compared to just ~14 before implementation.
The unique scheduled payments feature enabled swift adaptation to consumer expectations and superior service delivery. An online integration with the tax system of record significantly improved staff efficiency by reducing manual tasks and errors.
Williamson County TAC reported high satisfaction with the transition to PaymentExpress, highlighting a smoother payment process and easier options for customers. Staff noted a seamless onboarding process, and customers appreciate the intuitive payment process and expanded contactless payment options now available. A proactive approach to gathering feedback and implementing enhancements has fostered a collaborative partnership, underscoring the commitment of both Williamson County TAC and Grant Street Group to continuous improvement.