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How 1-to-1 Messaging Transformed a New York Tax Agency’s Compliance

For regulatory agencies in particular, new requirements are constantly being announced with guidelines for residents, businesses, and employers to follow. Reaching more people with clear calls to action requires more than snail mail or email blasts to a large audience.  

At the New York State Department of Taxation and Finance, they implemented a 1-to-1 messaging strategy – targeting individuals with digital messages that included only the information relevant to their action items, including: 

  • Filing Reminders 
  • Web File Confirmations 
  • Filing Schedules with Targeted Due Dates 
  • Reoccurring Reminders  

With over 8 million targeted digital messages sent in a 6-month period, the agency experienced greater compliance and more direct engagement with digital channels.  

Watch now to hear from Laura Fallon, Digital Information Officer with the Office of Communications, and Shelby Jacobsen, Taxpayer Services Specialist, with the State of New York on how more targeted messaging is helping them accomplish more.

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