How one local government is making payments easier for residents
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Offering residents a way to submit payments through text or email is one way to boost their accessibility and satisfaction with government services, one official says.
In a push toward digitization, the City of Indianapolis-Marion County Information Services Agency has launched a digital payment system that allows customers to complete transactions through text or email.
The Information Services Agency has been exploring how to deploy Euna Solutions’ PayLink system since January, and it went live during this spring, said Meg Richmond, application services manager for the agency. It is currently being leveraged by the Department of Metropolitan Development for transactions relating to permitting, zoning and other planning use cases.
Using PayLink, the department is able to electronically send payment requests to customers, like building developers, through text or email messages, reducing the need for in-person visits or phone calls to the agency to process payments, Richmond said.
Since DMD and its customers often already send documentation like certifications through email, “it was a very natural next step to include payment,” in that process, she said.
By clicking on a link from the text or email, customers are able to submit their payment information and fulfill transactions from any device at any time, which Richmond said improves their accessibility to and experience with government services.
“We’re always looking for ways to extend accessibility, and I think [PayLink] is a good way to make things accessible for people who may not have the time or ability to come into the building,” she said.
From June to August, 81% of payments were completed using PayLink, while 19% of payments were conducted in person, according to Richmond. The large percentage of customers choosing the PayLink option within the year indicates that it is an easier and less time-consuming process, which could increase the chance that people will make their payments.
The PayLink system could be particularly helpful for agencies whose physical locations are not open 24/7 by enabling payments to still be processed after hours, Richmond said. By enabling asynchronous payments, government agencies and their customers can remain uninterrupted.
Card data and transactions handled through PayLink are encrypted, ensuring that customer’s sensitive data remains secure and that the agency remains in compliance with online payment security requirements, Richmond added.
Richmond said implementing the digital option did not require a heavy lift for agencies, because it did not have to be integrated into the agency’s backend systems.
Staff didn’t have to “reinvent” existing processes or databases to support the text and email payment channels, as payments submitted through PayLink are reviewed following the agency’s normal intake process, she explained.
Broadly speaking, simple implementation of digital solutions can help agencies digitize faster and with less friction, which is a “good selling point” for officials looking to innovate outdated processes, Richmond said.