Office closures, social distancing requirements and increased consumer demand for digital interactions are prompting government agencies to re-evaluate how they provide services to their constituents. As forms, applications and interactions move to online and digital platforms, so must payments. Given limited funding and resources, it is critically important to understand what citizens want and expect from a payment experience.
In January 2020, we conducted a survey with U.S. citizens to learn about their payment and billing experiences and preferences. Our findings reveal there was already a growing desire for more digital payment and billing options prior to COVID-19. Yet 79 percent of respondents indicated they still receive government bills by mail when only 43 percent indicated this is their preferred billing method.
When asked how they have paid government bills in the last 12 months, 46 percent of the respondents indicated they have sent checks in the mail and 35 percent paid in person. With vulnerable members of the population remaining safely at home and less government staff working on premise, there’s greater urgency to expand digital payment options to reduce reliance on mail and in-office payments.
Payments digitization requires strategic investment and planning to effectively implement technologies that suit the communities being served. Our inaugural Government Consumer Payments Insight Report offers an assessment of opportunities to improve and innovate the payment experience to better align with the rapidly evolving expectations of today’s citizens.