Wright County redefines customer experience through visibility, self-service and smarter case management

Industry: Government
Location: Buffalo, Minnesota
Organization size: 500+ employees
Hyland solutions: Hyland OnBase, Hyland Content Portal
Partner: Databank IMX, Jadu

As Wright County grows — with its population up 9.2% from 2020 to 2024 — resident expectations for modern, digital services are rising. The county reimagined how it delivers property tax abatements from the ground up, replacing a paper-driven experience with a more transparent, self-service approach.

Working with partner Databank IMX, Wright County implemented the Hyland Content Portal™ powered by Jadu and integrated it with Hyland OnBase™ (including WorkView and Workflow) to improve visibility, shorten processing timelines and restore confidence in a critical public service — with processing times expected to drop by 25% and reporting insights available for the first time.

Wright County’s property tax abatement process relied on paper forms, manual handoffs and limited tracking — leaving both residents and staff without a clear view of where applications stood. Documentation could be lost or misfiled as cases moved between the Assessor’s Office and Taxpayer Services, and some applications were denied at year-end simply because required paperwork was never received.

Processing times stretched to 30-34 weeks, and staff had no reliable way to track volumes, outcomes or financial impact — or to provide real-time status updates. Residents — often already under stress due to fire damage or other property loss — faced a confusing maze, repeated calls and long waits, with little clarity about when (or if) they would receive the relief they needed.

Working with partner Databank IMX, Wright County implemented the Hyland Content Portal and integrated it with OnBase WorkView and Workflow to create a seamless, transparent abatement process. Residents can submit applications through an online self-service portal and upload required documentation from home, on their schedule. Digital forms help ensure complete, accurate submissions — reducing stalled cases caused by missing or inconsistent information.

Internally, the solution delivers unified case management and shared visibility between the Assessor’s Office and Taxpayer Services, automatically organizing documents into digital case packets with clear date stamps and life cycle tracking. Built-in reporting provides managers with insights into processing volumes, approval rates, timelines and financial impact for the first time.

While still early, Wright County is already seeing clear signs of the impact the integrated Content Portal and OnBase automation will have on service delivery. Processing times are expected to drop by eight weeks (a 25% reduction) and citizen satisfaction is projected to rise significantly as residents gain real-time visibility into case status and outstanding documentation — reducing the need for repeated calls, site visits and long queues.

On the operational side, shared visibility across departments reduces confusion, enables more flexible workload management and helps catch missing documentation earlier to prevent disappointing year-end denials. County leadership also gains actionable, data-driven insight into program performance to support continuous improvement.

Wright County plans to expand the Hyland Content Portal to additional departments — particularly Health & Human Services — to provide a consistent, digital-first experience for constituents across services. In response to updated WCAG guidance, the county will replace 60-plus publicly available Unity forms with Jadu Central forms to strengthen accessibility and support Section 508 and ADA compliance.

Health & Human Services anticipates that allowing clients to check the status of submitted documentation through the portal will reduce call volumes by at least 40%, while also expediting application intake by integrating portal submissions with existing OnBase workflow processes.