Mecklenburg County
Mecklenburg County & CSG Forte: Making Tax Payments Effortless
The customer
Mecklenburg County, North Carolina, strives to serve its 1.2 million diverse residents with trust and stability. In 2015, the county partnered with CSG Forte to overhaul its payment processing—streamlining collections and delivering a secure, convenient experience for residents across property tax, land use and environmental services.
Residents now enjoy multiple ways to pay: in-office card payments, secure online and IVR options, mobile field payments and self-service kiosks. This results in faster service, greater flexibility and peace of mind for both taxpayers and staff. “We wanted to make it really convenient for taxpayers to pay,” explained Julissa Fernández, Mecklenburg County’s Interim Tax Collector/Director.
The challenge
Before CSG Forte:
No credit/debit card payments at the office
Long lines and extended wait times during tax season
Need for secure, compliant payment methods
Rapidly changing technology and customer expectations
The solution
CSG Forte delivered:
In-office card payments: Seamless credit/debit acceptance at service counters
Online & Interactive Voice Response (IVR) payments: Secure, flexible options with rapid fee adjustments during emergencies
Field payment capability: Mobile, PCI-compliant card readers for on-site collections
Kiosk integration: Four self-service kiosks for quick, secure payments
Cross-department collaboration: Enterprise-wide contract for multiple departments
Transparent communication: Real-time website banners and notifications
Collection increases: More than $1 million collected at kiosks, with strong taxpayer adoption
Platform adoption: 11% growth in kiosk transactions, showing continued utility and potential for expansion
Time savings: Taxpayers pay in 5–6 minutes, freeing staff for more complex tasks
Security & compliance: PCI-compliant solutions and proactive fraud monitoring protect residents’ data
County taxpayers really appreciate the portable payments, Julissa said. “Customers don’t have to wait or travel to our site; we can process their payment securely and efficiently—right where they are.” CSG Forte’s secure communication portal has been instrumental in increasing trust between the county and taxpayers, she said.
“With portable payments, customers don’t have to wait or travel to our site; we can process their payment securely and efficiently—right where they are.”