RSI

Ten years ago, a taxpayer who wanted to check the status of a return, make a payment, or resolve a billing question had two realistic options: call the agency or show up in person.

That world no longer exists.

The taxpayer of 2026 has spent the last decade being trained by the private sector to expect something fundamentally different. They bank on their phone, file insurance claims through an app, track packages in real time, and resolve billing questions through a chat window at 11pm on a Sunday.

They bring every one of those expectations with them when they interact with their local tax agency. And in most cases, what they find doesn't come close to matching them.

These numbers tell a striking story.

More than half of Americans say they'd prefer to interact with government digitally. Only 23% actually do. That gap isn't a technology problem; it's an experience problem, and it has real consequences.

When it's difficult to file online, taxpayers file late (or don't file at all). When payment portals are confusing, payments get delayed. When account information is hard to access, taxpayers pick up the phone, consuming staff time that could be directed toward higher-value work.

The taxpayer experience isn't a customer service issue - it's a compliance and revenue issue, and the agencies that are closing this gap are seeing it pay off.

The IRS recorded a 47% year-over-year increase in digital taxpayer assistance transactions in FY 2024, driven by investments in tools that made self-service genuinely accessible. When you make it easier to comply, more people do.

The taxpayer has changed, and the question is whether the technology serving them has kept pace.

At RSI, it's a question we take seriously in everything we build. Learn more at rsidelivers.com 🌐

Another big week is coming up for the RSI team!

Starting next week, you can find us at two great conferences:

📍NACCTFO Annual Conference - July 12-15 in New Orleans, LA
📍Camp FTDTA (Florida Tourist Development Tax Association) - July 14-17 in Kissimmee, FL

From county collectors and treasurers to tourist development tax professionals, these conferences bring together some of the sharpest minds in local government finance, and we're looking forward to the conversations ahead.

If you're attending either event, come find us. We'd love to connect and hear what's top of mind for your agency!

See you in New Orleans and Kissimmee 🎺🌴

Another quarter, another RSI Wellness Challenge in the books🏃‍♀️🏃‍♂️

Last weekend we hosted RSI's 2026 Virtual 5k, and we're so proud of everyone who laced up, logged their miles, and made wellness a priority. Whether they ran, walked, biked or hiked, every step counted, and the energy across the team was awesome to see.

Take a look at some of our participants in action 📸

At RSI, we believe a healthy, balanced team is a stronger team. Congrats to everyone who participated 💪