Modern city government is all about the experience

Interested in digital services? Download the practical buyers’ guide for local government from PayIt.

Leaders in the public sector have assigned new urgency to digital service delivery, recognizing its benefits for residents, agencies and the workforce. For example, digital service delivery was cited as second only to security on the NASCIO State CIO Top Ten Policy and Technology Priorities for 2023 report.

There are several important reasons for this.

Digital drives resident trust. Great online experiences improve trust in government. Research by Deloitte indicates that when a resident rates an agency’s digital services as easy to use, their trust in that agency is nearly four times higher than those who have a neutral assessment of those services. Trust is built through an online experience that conveys transparency, legitimacy, and security.

Residents should see the official seal of your agency, detailed account history, and clear security messaging. This kind of experience drives repeat usage.

Look for vendors who go beyond the “pay” button too. Providing a secure website to remit a payment is not a resident engagement solution.

Digital improves access. All residents need to engage with government agencies, but their access requirements vary. Adding digital service delivery makes it easier for people of varying abilities to engage with your agency and improves service delivery for people who are unable to visit your location in person due to family or work commitments.

Digital money moves faster. Residents who encounter a friendly experience are more likely to successfully complete their transaction on the first try. Digital payment reminders improve timeliness of payment and reduce delinquency, so that your agency can improve time to revenue and settlement.

Looking to deliver effective digital services in your city? Download the practical buyers’ guide for local government from PayIt.