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43% reduction in average handling time for tax research using robotic process automation (RPA)

The Client

A Provider of Nationwide Real Estate Tax and Municipal Lien Searches in U.S.


  • Tax searches conducted by manual online research
    •  Call county office when data not available online
  • Search completed & details updated on customers application
    • Assessor's details (from County assessor website)
    • Tax details & Tax payment history (from County tax websites)
  • Details then saved as a pdf in a local common drive


  • Possible automation of Tax research process through Robotic Process Automation (RPA)
  • Study of process to identify feasible areas for automation
  • Tests conducted to determine the scope
  • Automation scope determined as Assessor and Tax online searches, document download processes


  • Phased approach for automating through RPA
    • Eliminate human effort on research and save of documents for online counties
    • Remove any possible errors in saving the searched documents
  • Phase1: Top 2 counties AZ-Maricopa & MD-Baltimore considered
  • Bots deployed to automate the online tax searches and document download process

Value Delivered

  • 43% reduction in average handling time per order
    • 14 mins manual to 8 mins after automation
    • TAT reduced from 3 mins to 1 min for Assessor online search and document download
    • TAT reduced from 4 mins to 1 min for Tax online search and document download
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