How to Communicate Effectively During a New Tax and Licensing System Rollout

Effective communication is often cited as the recipe for success when it comes to new technology implementation. When implementing a new tax and business licensing system, keeping stakeholders well-informed can often determine whether the project fails or thrives from the onset.

Unfortunately, communication errors are all too common, especially when a large or new technology system is being implemented. An effective communications plan can help the system transition go smoothly, mitigate misunderstandings, and facilitate compliance.

Here are the 8 steps you can take to effectively promote your new tax and business licensing system:

1. Set Clear Communication Objectives and Timelines

First, determine the goal you want your communications to achieve. Whether you aim to create widespread awareness that a new system is in place, increase compliance rates, or garner positive feedback from the community, having clear objectives sets the foundation for your communications strategy.

It’s important to have clear communication objectives internally as well. Once goals are established, try to set a clear timeline to inform stakeholders of milestones for the system rollout and when they can expect each to be completed.

2. Obtain Buy-In from the Right Stakeholders

Next, you want to get the proper buy-in. This makes it much easier to adopt widespread change. Communicate to relevant stakeholders the benefits of the new tax and business licensing system and how it will impact their day-to-day responsibilities.

Not every group of stakeholders will need the same information, which is why it helps to identify and segment your audience into categories such as current business owners, new applicants, agency staff, and the general public.

3.Draft Tailored Messages

One size rarely fits all. Each segment of your audience will likely require information tailored to their specific needs and uses for the tax and business licensing system.

For instance, existing business owners might need details on the change management phases, while new applicants will benefit from a step-by-step guide on how to use the new system.

4. Leverage an Automated Notifications Tool

The ability to send notifications is crucial when rolling out a new system. With a notification tool, you can schedule and automate reminders about upcoming deadlines, required documents, or any changes in the process.

Prompt notifications can significantly increase compliance rates and lead to better engagement with the tax and business licensing solution. By sending timely reminders of important updates to businesses, jurisdictions can minimize oversights and errors.

5. Choose Your Communication Channels

Consider leveraging a mix of communication channels to maximize reach. On the internal side, explore other ways besides email to share updates. For example, meeting with stakeholders in person and holding demos where they see the solution being used and know what to expect. A hands-on approach can help alleviate concerns and facilitate smoother adoption.

For external stakeholders, consider channels like press releases, town halls, your jurisdiction’s website, social media platforms, and email newsletters to inform the public and business owners of the new system.

6. Monitor and Analyze Engagement

Use analytics tools to monitor the effectiveness of your communications and allow stakeholders to provide feedback. This can be done via email, surveys, or feedback forms on your website. Measure email open rates, website traffic, attendance at webinars, or engagement on social media posts.

If certain segments of your audience aren’t engaging as expected, adjust accordingly because they might need more targeted notifications or different communication channels.

7. Highlight Positive Success Stories

Once the new system is launched, share stories or testimonials of business owners who have successfully used the new tax and business licensing system. This not only promotes confidence in the system but also creates a sense of community achievement.

Plus, these success stories can motivate those on the fence about using the system or encourage someone who might be concerned about having to learn a new process.

8. Provide Continuous Updates and Improvements

Communication needs don’t end once the new solution is launched. As time goes on, there will most likely be updates, new features, or improvements made to the solution.

Once again, utilizing a notifications tool to keep stakeholders informed about these changes helps ensure they always have the latest information at their fingertips.

Streamline Your Next Technology Rollout with the Right Tools

Rolling out a communications plan is not a one-off task, but rather a necessary step in successfully implementing a new system that will have a broad impact on your community.

A quality communications plan requires careful planning, timely notifications, and the ability to adapt based on feedback. Communication is not just about disseminating information but fostering understanding and enthusiasm.

With a solution that includes an automated notifications system, local governments can take their communication strategy to the next level, helping support successful adoption and seamless transition to new technology.