Case Study
Modernizing an Outdated Tax System in Cumberland County, PA Seen as Best Use of Tax Dollars
Overview
Located in South-Central Pennsylvania, Cumberland County is known for its scenic trails, thriving tourism, and community-focused approach to local government. An easy drive from the East Coast cities, and bordered by Blue Mountain and the Susquehanna River, it’s an ideal place to get away.
Among the key responsibilities of the County Treasurer’s Office is administering the hotel tax, a critical revenue source that supports local tourism through the Cumberland Area Economic Development Corporation (CAEDC), which indirectly drives sales and use tax. CAEDC initiatives include popular experiences such as the beer and ice cream trails, designed to boost the local economy and attract visitors.
Led by Treasurer Kaytee Isley and supported by Administrative Clerk Kelly Tomczak, the Treasurer’s Office is focused on operational excellence: improving processes, reducing inefficiencies, and ensuring taxpayer dollars are managed with care and transparency. Recently, the office undertook an effort to modernize internal processes for managing hotel tax filings, aiming to reduce staff workload, improve the taxpayer experience, and ensure compliance and full collections.
As part of this initiative, the County selected the GovOS Tax & Compliance Suite as its new technology platform, replacing a legacy system reliant on manual spreadsheets, paper checks, and a daunting reconciliation process.
Cumberland County, PA
Kaytee Isley
Treasurer
Customer Results
Less than 10 minutes
spent processing quarterly filings, down from hours
80%+ of taxpayers
file and pay online, reducing staff workload
Full visibility
into tax payment activity and delinquencies
Challenge:
A Complex Process for Managing Hotel Taxes
Previously, the Cumberland County Treasurer’s Office managed hotel tax filings using printed forms, spreadsheets, and paper checks. Each filing required manual data entry and cross-referencing, which increased the potential for errors. Without automated tracking capabilities, staff had limited visibility into tax delinquencies, late filings, and compliance issues.
“Everything was tracked in Excel,” said Tomczak. “It worked, but it wasn’t efficient, and we knew it wouldn’t scale as filing volumes continued to grow.”
The County later implemented a digital solution to streamline hotel tax collection, but the system was not built for hotel tax and ultimately fell short of operational needs. Staff found it limiting and not well-suited to support hotel tax filing processes or internal workflows. They recognized the need for a more effective platform, one that could simplify the experience for both staff and taxpayers while enabling better oversight of compliance.
Solution:
A Built-for-Hotel Tax Platform
After evaluating different approaches, the County selected the GovOS Tax & Compliance Suite, a cloud-native platform that enables online filings and payments, while automating core workflows and integrating with accounting systems. Within weeks, the County successfully transitioned away from its legacy system, migrating existing records and launching the new digital portal without disruption to its day-to-day operations.
“The conversion was top-tier—especially compared to previous conversions I’ve managed,” said Tomczak. “The GovOS team was professional, responsive, and truly easy to work with.” The collaborative implementation process ensured the County maintained continuous service delivery even as its previous vendor contract expired.
Key Results:
Improved Compliance and Accuracy for Hotel Tax Filings
The Treasurer’s Office realized immediate gains in efficiency, compliance, and staff effectiveness. With over 80% of hotel tax filers now submitting online, staff spend significantly less time on manual paperwork and more time proactively monitoring compliance.
Cumberland County, PA
Kelly Tomczak
Administrative Clerk
Improved Staff Efficiency & Taxpayer Experience
The shift to an online platform reduced the administrative workload and simplified processes for both staff and taxpayers. Tasks that previously required considerable manual effort, such as daily reconciliation, are now automated and simplified through integrated data verification across banking and payment systems.
“Online filing takes minutes—paper filings are far more time-consuming,” explained Tomczak. “It’s night and day in terms of efficiency.”
Accurate Revenue for Community Investment
Modernizing hotel tax administration helps strengthen local tourism and economic programs led by CAEDC, including destination marketing, trail development, and other programs that enhance Cumberland Valley’s appeal to visitors.
The new system also improves revenue tracking and will make it easier for the Treasurer’s Office to get a clearer picture of all short-term rental (STR) operators in the area. “We’re excited to use GovOS to identify STRs operating without registration,” explained Isley. “That data will be valuable for us and our municipalities.”
Proactive Compliance Monitoring
Cumberland County’s improved approach to tax collection provides enhanced visibility into taxpayer compliance, clearly tracking filing activity, amounts owed, and payment timeliness.
Automated delinquency reporting and communication have reduced administrative burdens, allowing staff to promptly identify and engage late or non-compliant filers. This supports the County’s commitment to equitable tax management, ensuring every taxpayer contributes fairly to community resources.
Cumberland County, PA
Kaytee Isley
Treasurer
Continuing Innovation
Looking ahead, Cumberland County will continue prioritizing innovation and proactive fiscal management. The Treasurer’s Office plans to further expand automation efforts, such as automated delinquency notifications and enhanced financial reporting, to boost efficiency and support transparency.
Technology will remain central to the office’s ongoing mission to responsibly manage taxpayer resources and deliver accessible and efficient services to residents and local businesses. Through continued modernization and thoughtful leadership, the County remains well-positioned to meet the evolving needs of its growing community.
For more information on GovOS tax solutions, visit govos.com/tax-and-compliance-suite/.
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