Category: Trends

CIO | 5 steps for transforming a business from the inside out

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CSG Forte President Saurabh Joshi explains the 5 steps for transforming a business from the inside out.

FinTech Magazine | Saurabh Joshi: Why Stablecoins Transform Cross-Border Payments

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CSG Forte President Saurabh Joshi explains how blockchain-based currencies could revolutionize international B2B transactions while reducing costs.

PYMNTS | The ‘Sandbox’ Bill Bets on Faster AI Innovation

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A new bill from U.S. Sen. Ted Cruz proposes giving artificial intelligence (AI) firms greater flexibility to test and develop new technologies by temporarily easing certain regulatory requirements.

It’s Time to Overhaul Your Government Payment System, But It’s Not as Taxing as You Think

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Does your local or state government agency offer digital payments? If not, now is the time to follow the federal government’s lead. As of September 30, 2025, all federal disbursements and receipts are slated to be transitioned to digital disbursement, which means the end of paper checks for IRS refunds, Social Security payments and payroll disbursements. It also means where legally permissible, all payments to the federal government must be processed electronically starting October 1.

Why is Uncle Sam modernizing federal payments? According to the order, “The continued use of paper-based payments by the Federal Government … imposes unnecessary costs; delays; and risks of fraud, lost payments, theft, and inefficiencies. Mail theft complaints have increased substantially since the COVID-19 pandemic. Historically, Department of the Treasury checks are 16 times more likely to be reported lost or stolen, returned undeliverable, or altered than an electronic funds transfer (EFT).”

Digital payments have become the norm—92% of U.S. consumers used a website, app or digital wallet to make a payment in the past year. Despite the popularity of online payments, government agencies have been slow to adopt them. As of 2024, only 4.9% of local governments had implemented digital payments. When government agencies do accept online payments, they often rely on outdated, clunky payment systems that redirect users to third-party portals.

Modernizing your government payment system promotes operational efficiency, boosts convenience for payers and staff and increases collections. Flexible digital payment options make it easier for constituents to pay on time.

 

Outdated Payment Systems: Silent Saboteur of Timely Payments, Customer Trust and Back-Office Efficiency

Many government agencies still rely on checks, in-person cash payments or outdated systems, creating friction for payers and back-office staff.

The harder it is to pay a bill, the more likely people are to put it off. When the payment process takes too long, is difficult to navigate on a mobile device and/or requires too many resubmissions (due to system glitches), people may postpone paying their utilities, taxes, fees or other government bills. Millennials report they are more likely to prioritize paying bills that are easy to pay before taking care of those that are inconvenient.

Almost half (45%) of Americans have paid a bill late in the past year, according to a 2024 Lending Tree survey. Which bills were late? Utility bills (44%), cable/internet (34%) and rent/mortgage (31%) payments were most often paid late. Why? More than a quarter of the late payers (28%) mixed up the due date, and 28% forgot about the bill. Almost one third (32%) of consumers said that utilities are the most challenging type of bill to remember to pay on time (the most common response).

Clunky third-party payment portals damage customer experience and erode trust. When a portal is slow, glitchy or hard to navigate, payers may doubt the reliability of both the system and the government agency behind it. A jarring transition from your government website to the payment site—like completely different branding or layout—can seem unprofessional and raise concerns about legitimacy of the payment site. If the portal looks outdated, generates pop-ups or lacks clear security cues, users may even suspect phishing or data breaches.

Checks are costlier and labor intensive. “Checks probably have the highest labor cost associated with them,” Nacha reports. The cost of receiving paper checks ($1 – $2 per check) is higher than receiving Automated Clearing House (ACH or eCheck) payments ($.26 – $.50 per transaction). Back-office staff spend hours mailing paper bills and processing paper checks manually. It takes several steps to process paper checks, including:

  • Sort the mail
  • Match checks to accounts/invoices
  • Endorse each check
  • Complete a deposit slip
  • Take the checks to the bank

Enter the payment information into the accounting or billing software

Billing staff must also field phone calls (to explain confusing bills) and chase late payments. All of these labor-intensive tasks claim valuable staff time that could be spent on more meaningful tasks that require a human touch.

 

The Solution: Offer Flexible Payment Options Residents Will Use

Flexible digital payment options are the key to improving payment efficiency, on-time collections and payer trust and satisfaction. Many consumers prefer to pay online. A 2024 Experian survey found that 58% of respondents pay bills online, while just 17% visit a location to pay a bill and a mere 15% mail their payments.

To satisfy diverse payer preferences, government agencies should offer a variety of flexible payment options, including:

Multiple payment methods. Government agencies should allow constituents to pay using their preferred payment method. Some of the most popular include:

  • Credit/debit cards: According to the 2025 Diary of Consumer Payment Choice report, 88% of survey respondents used a credit card within 30 days of completing the survey; 74% had paid with a debit card.
  • ACH: More than two thirds (70%) of survey respondents used this payment method. In addition to being less expensive than checks to process, ACH processing is faster. ACH payments can be settled within a few hours on the same business day, compared to paper checks that can take a week or longer to clear.
  • Digital wallets: While consumers often reach for digital wallets to make online and—to a lesser extent—in-store purchases, they also use these convenient apps for bill payment. Recent PYMNTS research found that 40% of consumers had used a digital wallet to pay bills within the past year. Digital wallet payments are processed electronically (eliminating manual labor associated with paper checks), can be reconciled quickly, and typically clear within one to three days.
  • Automatic payments (aka autopay or recurring payments): Automatic payments refer to automatically deducting payments from a specified bank account or credit/debit card on a scheduled basis. A PYMNTS survey of U.S. consumers found that 41% of consumers use automatic bill payments, with most (63%) using them for discretionary purchases. Fewer people (33%) use autopay for utilities like electricity, delinquencies, and time spent chasing late payments; and improved customer satisfaction.
  • Partial payments: A partial payment option allows constituents to pay less than the full balance for utilities, taxes or other fees. People can make an initial payment and settle the remaining balance later. A payer who’s short on funds pays what they can to demonstrate good faith, stay in good standing and avoid late fees and service disconnection.

 

Modern Government Payment Processing Systems Benefit Payers and Governments

Government agencies need an electronic bill presentment and payment (EBPP) solution like CSG Forte BillPay to increase efficiency, on-time payments and payer satisfaction. EBPP lets you send invoices electronically and securely. Constituents can log in to the platform and pay using a credit/debit card, ACH transfer or digital wallet. To maximize these benefits, agencies should focus on implementing systems and features that streamline the payment process for both payers and staff, such as:

Offer seamless, unified payment experiences. Embedding the government payment processing system into your agency’s website and integrating it with your billing and accounting software can:

  • Reduce friction and confusion
  • Eliminate administrative errors
  • Build payer trust
  • Encourage on-time payments

Increase self-service capabilities. Customers can access and update their account information and make payments at their convenience—and connect with a human agent when they need more support.

Realize efficiency gains and cost savings. Automating the billing and payment processes and providing flexible payment options can:

  • Save staff time: Your back-office staff won’t have to print and mail bills, process as many checks or manually reconcile payments. Clear billing statements and flexible payment options mean fewer billing-related phone calls.
  • Reduce costs: Electronic invoices reduce printing and mailing expenses, and processing payments electronically saves money.

 

Go Digital: Do Less, Collect More with CSG Forte BillPay

Flexible digital payments are no longer a perk—they’re the expectation. Going digital leads to happier citizens, lighter staff workloads, and more on-time payments.

CSG Forte makes it easy to modernize your government payment system without starting from scratch. CSG Forte BillPay is an EBPP solution that lets you accept payments anytime, from any connected device, using flexible payment methods like credit/debit cards, ACH and digital wallets. It supports one-time, scheduled, recurring and partial payments and automatically sends custom reminders and confirmations.

BillPay delivers a transparent, mobile-friendly payment experience through a single-page checkout form that complies with all requirements for web and mobile accessibility. It plugs into your existing accounting software, so there’s no need to overhaul your current systems.

A leading utility service provider saw a 65% drop in failed payments after implementing BillPay’s recurring billing and Account Updater tool, which automatically keeps credit card data current. Intech Apex Court Solutions increased credit card collections by 230% by implementing Forte’s Text to Pay solution.

CSG Forte can help your government agency achieve similar results. See how:

Unlocking the Future: How Cloud Payments Can Transform Governments

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Remember the last time your finance team had to chase a missing payment across three different systems? That patchwork of mainframe screens, desktop terminals and bolt-on gateways once felt “good enough,” but it’s now a budget-draining anchor. Siloed accounting, recording and payments tools drive up transaction costs, lengthen close-out cycles and frustrate constituents who expect mobile-first self-service.

A unified, cloud-based platform lets cities migrate on their own schedule and add modern channels like text-to-pay—all while keeping day-to-day operations humming.

But before you can modernize, you have to understand exactly where you stand. Many local governments operate on a tangle of legacy tools that have been patched together over decades—each department managing its own vendor, system and reconciliation process. The result is complexity that costs more than it saves. The first step toward a streamlined, cloud-based solution is a clear-eyed audit of your current workflows, systems and costs. That’s where transformation really begins.

 

Step 1: Audit Your Current Workflows and Fees

Before moving a single byte, catalog every point where money enters, moves or exits your systems:

  1. Revenue streams: taxes, utilities, courts, permits.
  2. Touchpoints: walk-in counter, IVR, web portal, lockbox service.
  3. Reconciliation path: payment gateway to general ledger
  4. Hidden fees: PCI non-compliance, chargebacks, paper checks.

Quick win: use Forte’s Payment-Processing FAQs to translate technical gateway language into finance-team speak, then attach dollar figures to every manual step (e.g., staff minutes per payment, cost per paper bill). These numbers will become ammunition for your business-case presentation.

 

Step 2: Build the Business Case

Upgrading core infrastructure competes with roads, parks and public safety, so your pitch must balance risk reduction, cost savings and constituent experience.

  • Compliance risk: EY flags “policy and regulatory complexity” as a top-10 public-sector risk for 2025; failure to meet new PCI or NACHA rules can trigger fines and erode public trust.
  • Direct savings: a consolidated platform eliminates duplicate licensing, reduces payment card interchange with least-cost routing and cuts paper/postage.
  • Revenue acceleration: self-service portals and automated reminders make your revenue collections more efficient and predictable.

Pair these benefits with the gaps you uncovered in Step 1. Use Forte BillPay screenshots to show executives how a resident would see all obligations—utilities, parking tickets, pet licenses—in one cart. Finish with a three-year ROI table and a “soft costs” line for staff hours returned to strategic work.

 

Step 3: Implement Best Practices

Moving off a mainframe doesn’t require a “big-bang” weekend cutover. Follow a phased approach instead:

  1. Choose a pilot department: Courts or utilities often have clear revenue cycles and motivated stakeholders.
  2. Stand up parallel processing: Keep legacy billing live while routing a subset of payments through Forte’s Online Payments APIs.
  3. Automate reconciliation first: Real-time ledger sync lets finance validate totals daily, building confidence before you add new channels.
  4. Add resident touchpoints: Enable emailed invoices, text-to-pay and mobile wallet options.
  5. Train & Communicate: Publish how-tos, hold staff Q&A sessions and post banners on the city website explaining the new portal.
  6. Deactivate legacy screens—slowly: After two full billing cycles with near-zero variance, sunset the old cashiering module and reassign staff.

Throughout, lean on Forte’s Complete Payments Solution for tokenization, point-to-point encryption and convenience-fee handling—so finance, IT and legal can check their boxes without separate vendors.

 

Step 4: Measure Success and Iterate

Modernization is a journey, not a finish line. Slalom’s 2025 Government Outlook urges agencies to adopt continuous-improvement loops that marry operational data with resident feedback.

Track these KPIs quarterly:

Share of e-payments

  • Pre-Modernization: 42%
  • Target After Phase 1: 65%
  • Target After Phase 2: 85%

Days-to-close books

  • Pre-Modernization: 10
  • Target After Phase 1: 5
  • Target After Phase 2: 2

Chargeback rate

  • Pre-Modernization: 0.35%
  • Target After Phase 1: 0.25%
  • Target After Phase 2: 0.20%

Average call time (billing)

  • Pre-Modernization: 6 min
  • Target After Phase 1: 4 min
  • Target After Phase 2: 2 min

Use Forte dashboards to export metrics directly to your ERP or BI tool. Survey residents on ease-of-use after each phase, then feed insights into the product backlog—perhaps a Spanish-language chatbot or pay-by-QR kiosk at city hall.

 

Book a Modernization Workshop with CSG Forte

Hundreds of local governments appear on the annual GovTech 100 list, proving that digital transformation is now the rule, not the exception.

Ready to join them? Schedule a no-cost payment modernization workshop with our government payments team. We’ll:

  • Map your current payment flow end-to-end
  • Quantify hidden fees and manual costs
  • Draft a phased migration timeline tailored to your staffing levels
  • Deliver an executive-ready ROI deck you can present at the next council meeting

Talk to a Forte payment strategist and start turning that legacy mainframe into a modern, cloud-native engine for resident satisfaction and fiscal resilience.

5 Reasons Utilities Should Embrace Online Payment Solutions

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In an era where everything from shopping to banking is happening at the speed of a click, the utility industry must keep pace or risk being left behind. For many customers, paying utility bills through traditional methods—like checks or in-person transactions—is becoming as outdated as dial-up internet. But the shift to digital payment systems isn’t just a trend—it’s a necessity for utilities aiming to stay relevant and serve their customers efficiently.

Online payment solutions offer a streamlined, secure, and convenient way for utilities to process payments while simultaneously improving customer experience. The digital revolution has transformed how people manage their finances, and utilities that fail to adapt to this change may find themselves struggling to meet rising expectations.

According to a 2022 report by the Federal Reserve, nearly 70% of consumers prefer making payments digitally rather than through traditional methods. That’s why now is the time for utilities to make the leap and offer their customers the convenience they expect. Here are five reasons utility providers should make the shift to accepting online payments.

 

1. Enhanced Customer Convenience and Satisfaction

Online payment platforms provide customers with the ability to pay their bills anytime, anywhere and using the method they prefer—whether that’s a mobile app, bank transfer or digital wallet. This 24/7 access makes it easier for consumers to stay on top of their bills and eliminates the need to visit a physical office or send a check by mail. In fact, a recent report by Deloitte found that 52% of U.S. consumers prefer using mobile payment apps for their utility payments, demonstrating a strong preference for digital over traditional payment methods.

Additionally, online payment solutions can be integrated with automated billing reminders, ensuring that customers are notified of due dates and reducing the risk of late payments. This not only keeps payments on track but also helps avoid penalties and service interruptions, which are key contributors to customer satisfaction.

By offering easy-to-use digital payment options, utilities are more likely to foster a positive relationship with their customers, leading to higher retention rates and improved overall satisfaction. Utilities can also take advantage of these platforms to customize user interfaces, providing a more personalized and streamlined experience.

 

2. Operational Efficiency and Cost Reduction

Switching to online payment systems significantly enhances operational efficiency for utilities. Traditional methods of payment processing, like handling checks, manually reconciling payments and maintaining in-person payment facilities, are resource-intensive and prone to human error. By adopting digital payments, utilities can reduce these inefficiencies and streamline their processes, freeing up valuable time and resources.

One of the main advantages of online payment solutions is automation. With automated payment processing, utilities can eliminate the need for manual data entry, reducing the risk of mistakes and cutting down on administrative workload. This leads to faster payment processing and more accurate records, which can be easily integrated into existing accounting systems for seamless reconciliation. According to a 2024 survey by the Federal Reserve, 74% of consumers prefer digital payments for their convenience, and businesses are following suit by adopting digital methods to reduce time spent on manual tasks.

Additionally, with online payments, utilities can eliminate the need for physical payment locations and costly paper-based billing, further reducing overhead. This shift to digital solutions results in savings that can be reinvested in improving infrastructure, upgrading technology, or enhancing customer service. Utilities that adopt these systems are also better positioned to handle increasing volumes of transactions without requiring additional staff or resources, ensuring scalability as their customer base grows.

For utilities looking to optimize their operations and reduce costs, CSG Forte’s payment solutions offer the efficiency and flexibility needed to stay competitive. Learn more about our approach to payment automation.

 

3. Improved Cash Flow and Revenue Collection

Online payment solutions provide utilities with the tools to enhance cash flow and improve revenue collection. The faster payments are processed, the quicker utilities can access the funds needed to maintain and grow their operations. Digital payment platforms help eliminate the delays typically associated with traditional payment methods, such as mailed checks or in-person payments. With online payments, the transaction process is faster, reducing the time between billing and revenue recognition.

One of the key benefits of digital payments is the ability to offer recurring payment options, such as direct debits or automated credit card payments. These options make it easier for customers to stay current with their utility bills, minimizing the likelihood of missed or late payments. A report from the Federal Reserve shows that nearly seven out of 10 consumers use mobile devices to send or receive payments, and nearly 80% of respondents are interested in leveraging faster payments.

In addition, automated reminders and late-fee notifications can be set up to encourage timely payments, further improving collection rates. These features help utilities avoid service disruptions due to late payments, keeping cash flow steady and predictable. By automating the billing and payment process, utilities can also reduce the cost of collections and administrative efforts, directing resources to more strategic tasks.

For utilities looking to improve cash flow and streamline collections, CSG Forte offers tailored solutions that integrate seamlessly with your systems. Learn more about how our payment solutions can help your organization enhance revenue collection.

 

4. Enhanced Security and Fraud Prevention

Adopting online payment systems not only improves efficiency but also enhances the security of transactions, which is crucial for utilities handling sensitive customer data. With the rise of cyber threats, ensuring that payment systems are secure is a top priority for any organization. Digital payment platforms are designed with advanced encryption protocols and security features that protect both utility providers and customers from fraud.

One of the significant advantages of online payments is the use of tokenization and encryption technologies. These methods ensure that sensitive payment information, such as credit card numbers or bank details, is securely transmitted and stored. According to a 2022 report by Cybersource, 56% of merchants utilize tokenization to protect customer data and reduce the risk of data breaches, highlighting its effectiveness in enhancing payment security.

Moreover, online payment solutions often include built-in fraud detection systems, such as multi-factor authentication (MFA) and real-time monitoring of transactions. These features help identify suspicious activity and prevent unauthorized access before it can cause harm. By adopting these systems, utilities can maintain compliance with regulatory standards while protecting customer data and preventing costly breaches.

For utilities looking to enhance payment security, CSG Forte’s payment solutions are designed with the highest standards of encryption and fraud prevention. Discover how we can help secure your transactions and protect both your organization and your customers.

 

5. Scalability and Adaptability for Future Growth

As utilities expand their customer base and adapt to changing industry needs, having a scalable and adaptable payment system becomes crucial. Online payment solutions offer the flexibility to grow alongside a utility’s needs, allowing organizations to efficiently manage increasing transaction volumes without needing significant infrastructure changes or additional staff.

One of the key advantages of digital payment systems is their cloud-based nature. These systems are not bound by physical limitations and can easily scale to accommodate growing numbers of users and transactions. According to a 2022 report by Deloitte, 68% of utilities that adopted cloud-based payment systems have experienced greater operational flexibility and scalability, allowing them to serve more customers without sacrificing performance or service quality.

Additionally, online payment platforms are designed to integrate with emerging technologies, such as mobile wallets, as customer preferences evolve. As new payment methods become mainstream, digital platforms can adapt by incorporating these technologies, ensuring that utilities stay ahead of the curve and continue to meet customer expectations.

This adaptability is critical as utilities increasingly serve a diverse range of customers with different payment preferences. Offering multiple payment options—such as one-time payments, subscriptions, and installment plans—ensures that utilities can cater to varying customer needs while maintaining operational efficiency.

By embracing scalable and adaptable online payment systems, utilities can future proof their operations, supporting both current demands and future growth.

 

Why CSG Forte?

Incorporating online payment solutions is not just a way for utilities to keep up with customer expectations—it’s an opportunity to enhance operational efficiency, improve security and build a more sustainable and scalable future. By embracing digital payment methods, utilities can streamline their processes, improve customer satisfaction, and better position themselves for growth in an ever-evolving landscape.

To learn more about how Forte’s payment solutions can help your utility modernize its payment infrastructure and achieve these benefits, explore our resources and case studies tailored to the utility sector. Visit Forte’s Utility Solutions to get started today, download our comprehensive eBook on digital payment solutions for utilities to see how we can help you take the next step toward digital transformation or contact the CSG Forte experts to schedule a demo.

5 Reasons You Should Offer Your Constituents Installment Payment Options

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With online transactions increasingly becoming the norm, governments and municipalities that offer installment payment options to their constituents increase their chances of getting paid on time. One recent survey indicated that 63% of respondents reported making government payments through a website. It’s worth considering updating your system to provide constituents with the financial flexibility they truly want.

Offering flexible payment solutions, such as installment plans, not only facilitates easier financial management for residents but also fosters a more positive relationship between the government and its citizens. For instance, the Internal Revenue Service provides installment agreements that allow taxpayers to pay their taxes over time, helping to avoid penalties and reduce the financial burden on individuals.

Are installment payments right for your agency’s menu of fee and fine collection options? Here are five compelling reasons why installment payments should be a standard offering for your department.

 

1. Make it easier for constituents to decide what they can afford

When unexpected expenses arise, it can be challenging for people to pay large bills all at once. For example, if a resident’s water bill triples due to a malfunction in their home water system, paying the entire amount upfront can be a significant burden. By offering installment payment options, governments can create a more manageable payment experience for their constituents. This approach not only lowers the barrier to entry for municipal services but also strengthens the relationship between the government and its taxpaying residents.

 

2. Cover all service needs with one invoice

At CSG Forte, our goal is to simplify the payment process for both governments and their constituents. We can organize and present a comprehensive billing experience that includes options for utilities, recreational services, fines, fees and other one-time or recurring services. By consolidating all service needs into a single invoice, governments can streamline their billing processes and make it easier for residents to manage their payments.

 

3. Enable standardization for your service teams

Supporting outdated payment methods can be a significant pain point for government service teams. Countless service calls and unhappy constituents can create a stressful and inefficient work environment. By shifting to modern payment options including installment plans, governments can reduce the number of service calls and create a more predictable and aligned approach for their internal teams. This shift not only improves the experience for constituents but also allows government employees to focus on their core responsibilities.

 

4. Align with the industry shift in consumption

Today’s consumers are increasingly accustomed to monthly payment options for a wide range of services and products. Rather than committing to large, upfront expenses, many people prefer the convenience and affordability of spreading payments out over multiple months or years. By offering installment payment options, governments can align with this industry trend and meet the expectations of their constituents.

CSG Forte provides a convenient and easy to implement monthly payment option that can help governments stay in step with modern consumption habits.

 

5. Make it easier to upgrade to new services

Once residents become accustomed to monthly payments for services, it becomes much easier to introduce upgraded solutions near the end of the term. When new, enhanced services are recommended, they are often anticipated and welcomed by constituents because the expense is already part of their monthly budget. This approach not only benefits residents by providing them with improved services but also creates a long-term relationship between the government and its citizens.

CSG Forte is dedicated to helping governments and municipalities implement modern payment solutions that benefit both their constituents and their internal teams. Our comprehensive billing solutions are designed to simplify the payment process, reduce administrative burdens, and improve the overall experience for residents. By partnering with CSG Forte, governments can take advantage of our expertise and technology to offer flexible, convenient, and affordable payment options.

Offering installment payment options is a smart move for governments looking to improve their financial interactions with constituents. By making it easier for residents to manage their payments, covering all service needs with one invoice, enabling standardization for service teams, aligning with industry consumption trends, and facilitating upgrades to new services, governments can create a more positive and efficient payment experience. With the support of CSG Forte, implementing these solutions has never been easier.

Ready to get started? Get in touch today by contacting our team of experts.

Pay Later: Why Allowing Installment Payments Is Good for Healthcare Providers

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Not long ago, a patient in Austin, Texas, walked out of a specialist’s office without getting the care she needed—not because she lacked insurance, but because the $1,100 out-of-pocket cost for a procedure wasn’t something she could afford that day. The front desk offered a credit card form and a sympathetic shrug. That provider likely lost more than just a payment—they may have lost a patient for good.

Stories like this are increasingly common. As deductibles climb and insurers shift more costs to patients, Americans are struggling to pay medical bills on time—and providers are feeling the consequences. According to a 2024 report from the Commonwealth Fund, 38% of U.S. adults said they or a family member had postponed or skipped needed care due to cost in the year leading up to the study. This means that providers that don’t offer flexible ways to pay may be watching revenue slip through the cracks.

That’s where installment payments come in. By offering patients the option to split medical bills into manageable chunks, providers reduce friction at the point of payment—and increase their chances of getting paid, in full and on time. More importantly, they meet patients where they are.

At CSG Forte, we’ve made installment flexibility a core part of our payments solutions. It’s one of the features that sets us apart—along with 99.99% uptime reliability, robust authentication rates and a network of over 20 top-tier processing partners. Our goal isn’t just to process payments. It’s to help healthcare organizations improve the entire patient financial experience, from the first invoice to the last payment.

Read on to explore why installment payments are becoming a must-have—and how providers can implement them without adding operational complexity.

 

Why Patients Want (and Expect) Installment Options

Healthcare costs in the U.S. have been climbing for years—but the way we pay for care hasn’t kept pace with patient needs. With the rise of high-deductible health plans, even insured patients are routinely hit with four-figure bills. That financial pressure is changing expectations.

Patients today expect the same flexibility from their healthcare providers that they get from retailers and utility companies. According to a 2023 report from PYMNTS and Experian Health, 61% of consumers would switch healthcare providers to one that offers more appealing payment experiences—and installment plans top the list of features they want.

For many patients, installment payments aren’t just a nice-to-have—they’re the only way to move forward with care. Offering a “pay later” option can mean the difference between a patient booking a follow-up or delaying treatment altogether. This is especially true for younger generations. Millennials and Gen Z, who are now the largest segments of the workforce, are more likely to expect digital-first, financially flexible payment experiences—and less likely to tolerate rigid systems.

At the same time, providers are navigating new pressures of their own. Offering installment payments is a practical way to reduce the number of bills that go unpaid or get sent to collections. It also sends a clear message to patients: we’re working with you, not against you.

CSG Forte Checkout is designed to meet this moment. By integrating customizable payment plans into your payment process, you can accommodate a wider range of patient financial situations without sacrificing control or compliance. Installments help reduce friction, build trustand ultimately boost retention.

And in a world where care quality is often judged as much by the billing experience as by clinical outcomes, that matters more than ever.

 

How Offering Installments Helps Providers Get Paid Faster and More Reliably

In healthcare, delayed payments don’t just affect the finance team—they affect the entire organization. Revenue that doesn’t come in on time puts pressure on staff, interrupts cash flow and can even hinder a provider’s ability to expand services or invest in new technology.

Offering installment payments helps solve this problem. By making bills more manageable for patients, providers increase the likelihood of on-time—and in-full—payments. That means fewer accounts sent to collections, less staff time spent chasing balances and more predictable revenue.

At CSG Forte, we’ve designed our payment solutions to turn flexibility into a financial advantage. Our platform supports installment options that are easy to set up, automate and track, so providers don’t have to worry about losing control over the billing cycle. And with 99.99% uptime reliability, your systems are always ready to take payments—day or night.

 

Benefits of Offering Installment Payments with CSG Forte:

  • Faster payment cycles: Less friction means patients pay sooner.
  • Higher collection rates: Smaller, automated payments are easier to manage.
  • Improved patient experience: Reduces stress and builds loyalty.
  • Lower administrative burden: Fewer follow-ups, less manual processing.
  • Better forecasting: More consistent cash flow makes planning easier.

Beyond the technology, Forte’s white-glove service ensures that implementation is seamless and support is ongoing. Whether you’re a large health system or a mid-size practice, we work with you to make payment flexibility a sustainable part of your operations.

And as industry consolidation and competition ramp up, providers who offer a smoother, more empathetic payment experience will have a clear edge. Today’s patients aren’t just choosing where to get care—they’re choosing how they want to be treated after the visit ends.

 

Operational Simplicity: Integrating Installments into Your Existing Systems

Healthcare organizations often hesitate to add new billing features out of concern for operational disruption—but offering installment payments doesn’t have to mean overhauling your tech stack. With the right partner, it can be fast, flexible, and seamless.

Forte’s installment capabilities are built to plug into your existing workflows with minimal friction. That’s possible because of our strength across gateway orchestration and payment processing. We’ve built a robust network that connects to more than 20 top-tier processors, allowing you to route transactions intelligently, maximize uptime, and avoid vendor lock-in. This flexibility is a major differentiator, especially in an industry where every second of system downtime can delay revenue collection.

Our gateway’s uptime (99.99%) ensures that your payment infrastructure is always ready—no matter the day or hour. Whether patients are making payments at the front desk, online, or via mobile devices, Forte ensures the transaction is processed quickly and securely.

CSG Forte is more than just a plug-and-play solution; it becomes an extension of your team. Our implementation specialists and account support ensure your system is tailored to your specific needs and optimized from day one.

When payment technology aligns with your workflows instead of interrupting them, everybody wins—especially your patients and your bottom line.

 

Security, Compliance and Trust—Backed by Forte Reliability

When healthcare providers introduce new payment options like installments, they’re not just adjusting how revenue comes in—they’re also taking on new responsibilities around data security, fraud prevention and regulatory compliance. Patients are entrusting you with both their health and their financial information. You need a payments partner that takes that responsibility as seriously as you do.

Forte’s infrastructure is built for that trust. Our payment authentication rates exceed 90%, helping to ensure that transactions are secure from the moment they’re initiated. We’re compliant with all major industry standards, including PCI DSS and HIPAA, and we provide detailed audit trails for every transaction. That means peace of mind for both your finance team and your compliance officers.

Security isn’t just a back-end concern—it directly impacts patient confidence. According to the 2024 Healthcare Consumer Payment Survey, nearly 70% of younger patients say they are more likely to complete a digital payment if the process feels secure and professional. That trust translates to better payment rates, fewer abandoned transactions and a stronger relationship with your patient base.

Just as important: Forte’s platform is built with resiliency at its core. We ensure that patients can pay whenever it’s convenient for them—whether that’s during lunch, after work or in the middle of the night. No downtime means no revenue gaps. Our real-time alerts and transparent reporting also give you visibility into every dollar moving through your operations.

Ready to empower your patients—and your bottom line? Forte’s installment-ready payment solutions gives providers the tools to offer smarter payment options without compromising on compliance, security, or service. Whether you’re part of a growing health system or a regional clinic looking to modernize, we’ll help you move fast, stay safe, and keep your revenue flowing.

Let’s talk about what that could look like for your organization. Schedule a conversation with our payments experts today.

Real-Time Payments: How Can Your Businesses Use Them?

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Although traditional payment options are still around, consumers and businesses want improved payment methods to send and receive money faster. Real-time payments are a popular solution that have been available to consumers for nearly a decade, offering payments that are transferred and settled almost instantly. Since the real-time payment network is expected to grow domestically and internationally, businesses must understand what it is and how to leverage it to improve operations. Explore our guide for everything you need to know about real-time payments.

 

What Are Real-Time Payments?

A real-time payment is a near-instantaneous payment between two parties. Its name comes from the fact that initiating, clearing and settling a payment occurs in real time, taking only a matter of seconds to complete.

All real-time payments follow International Organization for Standardization (ISO) 20022, a global financial messaging and payment systems standard. Its consistent, data-rich messaging format allows real-time payments to process quickly, which reduces errors, prevents processing delays and enhances security.

Real-time transfers operate on an open-loop system, meaning payments are withdrawn from the payer’s account directly instead of relying on a prepaid balance.

The real-time payments rail is the network that makes these payments possible. The network processes orders all day, every day, year-round, so you can send and receive real-time payments at any time.

 

Faster Payments vs. Real-Time Payments

Though faster and real-time payments seem similar, these terms are distinct with key differences. Real-time payments are a form of faster payments, but not all faster payments are real-time payments.

Faster payment solutions are options that use an accelerated payment rail to post payments quicker than traditional payment rails but are not instantaneous. They are faster because they message transactions quickly but do not settle them in real time.

Examples of faster payments include:

  • Same-day ACH payments by the National Automated Clearing House Association (Nacha)
  • Peer-to-peer (P2P) payment apps like PayPal, Venmo and Zelle
  • Debit push payments like those by Mastercard and Visa

Real-time payments are posted and settled in real time, so the payee can receive money almost instantly. Examples of real-time payments include the RTP network and FedNow.

 

Benefits of a Real-Time Transfer

Real-time payments offer several advantages, including:

  • Almost instantaneous credit: Real-time payments are one of the fastest options available, with payments received and settled almost instantly. The real-time payment network is also available outside standard business hours and on weekends and holidays. People and businesses can send payments anytime and receive money right away without waiting for the money to be credited to the account.
  • Better liquidity management: For businesses, near-instant payments support their cash flow. Instead of funds locked in processing between accounts, funds are credited to the receiving account immediately. This factor is especially beneficial for small businesses with a smaller cash flow.
  • Cost savings: Real-time transfers save businesses money because this method is more cost-effective than traditional payment options. Printing and mailing a paper check takes more time and risks printing errors that delay payment. Transactions that fail to post and need to be fixed manually can become costly. The real-time transfer network eliminates these drawbacks.
  • Improved communication: With traditional payment methods, communication flows in one direction—from payer to payee—and any further communication about the payment has to happen outside the platform. As a result, issues with the payment can take longer to resolve. Real-time transfers allow both payer and payee to communicate, and quick payments improve payment efficiency.
  • Irrefutable payments: Real-time payments are irrefutable or irrevocable. Once the payer sends money, they cannot take it back or reclaim it. This factor is important in business because they can send and receive payments on delivery of a product or service. Instant payments also make it more difficult for parties in a contract to go back on the agreed terms.

 

Merchants Using Real-Time Payments

In the business-to-business (B2B) market, banks, merchants and companies across industries recognize these benefits of real-time transfers. Customer demand for real-time payments has increased, and governments around the world support this payment solution. As a result, more and more businesses are using this network for their payments.

In 2024, the U.S. real-time payments market saw significant growth, with the RTP network experiencing a surge in both volume and value. Specifically, the RTP network logged 343 million transactions valued at $246 billion. The Federal Reserve’s FedNow Service also contributed to this growth, with 1.5 million settled payments in 2024, according to American Banker.

The retail and e-commerce industry accounted for 30% of global revenue from real-time payments in 2024, the biggest share of any market. The desire for quick payment settlements from merchants and the growth of mobile-based shopping have contributed to this growth. Banking, financial services and insurance will likely increase their share in the coming years as they work to adopt real-time transfer options for their customers.

 

How Businesses Use the Real-Time Network

As real-time payment adoption has increased, businesses have found ways to take advantage of the network for B2B transactions. P2P payment apps are integrated with the real-time payment network to make transfers nearly instantaneous. Companies can use this network on P2P apps to make B2B payments, which is easier and quicker than manual processes.

Companies can also use real-time payments for B2B uses like:

  • Confirming payments
  • Adjusting the timing of payments
  • Managing liquid funds
  • Paying bills
  • Reviewing payment data

 

The Future of Real-Time Payments

Given that real-time payments are increasingly adopted by businesses and expected by consumers, this payment method will continue to improve and become the norm for digital payments. In the U.S., the RTP network—and FedNow soon—will encourage developments in real-time payments and support more users and transactions.

As more companies and people use the real-time payment network, security will become increasingly important. Financial technology is a popular target for hackers, but appropriate safeguards can keep payments secure. Fraud detection software like behavioral analytics and machine learning identify fraudulent transactions. Some governments have mandated or are considering legislation for real-time payment security.

As the use of real-time payments becomes more popular, traditional payment methods like paper checks have decreased. Checks are common in B2B transactions, but their processing costs and timeline are prompting more companies to consider electronic payments. In consumer transactions, the use of paper checks has been diminishing for decades.

 

Choose the Real-Time Payments Platform From CSG Forte

Manage your company’s payments with CSG Forte’s cloud-based payments platform. You can unify all your company’s transactions onto one platform and use APIs to integrate its functionalities with your platforms. As a result, you can manage your entire transaction life cycle with:

  • Simplified payment operations by managing transactions and disputes
  • Informed customer insights backed by data
  • Enhanced reporting and analytics
  • Reduced payment platforms and logins

With Forte, you’ll have more time to spend on your business because our platform will monitor and manage your payment data for you. See how our platform works by scheduling a demo with our team. Sign up today for your payment platform solution.

Understanding Electronic Bill Payments: A Comprehensive Guide for Governments

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Government entities are entrusted with the responsibility of managing taxpayer money wisely, so any investment in new technology must demonstrate a clear value proposition. Electronic bill payments offer a modern solution that can streamline operations, enhance efficiency and save money. By adopting digital payment methods, governments can improve the way they collect revenue, reduce manual handling and paperwork and provide a convenient and accessible way for residents and businesses to pay their bills.

But many government entities and departments remain largely reliant on outdated payment methods, such as mailing and processing paper checks, accepting in-person payments and conducting phone transactions—all of which are inefficient and inconvenient. And while up-front investments in expensive tools, like an online payments platform, must be carefully considered, keeping the status quo could be even more costly: According to recent data, government employees spend 10 to 20 hours per week fielding payment-related calls—that’s valuable employee time that could be spent on more complex, meaningful tasks.

Not only that, but without a robust digital payment infrastructure, governments risk missing out on collecting revenue altogether, or may experience collection delays. So, while the up-front investment in a digital payments platform can seem hefty, adopting electronic bill payments streamlines the way government agencies operate, making the process smoother and more efficient for constituents and employees while also saving money.

 

What Are Electronic Bill Payments?

Electronic bill payments involve transferring funds or exchanging money through digital channels, eliminating the need for physical methods like cash or checks. These transactions are facilitated by electronic systems that require collaboration between banks, financial institutions, payment processors and digital platforms.

Completing an electronic bill payment transaction typically involves several steps. After receiving the bill, the customer initiates the payment by providing the necessary payment information, such as bank account details, credit card number or digital wallet credentials. The payment gateway then verifies these details, checking for available funds and other authorization factors. Once the payment is authorized, the payment processor orchestrates the transfer of funds between the payer’s and payee’s accounts. Finally, both the payer and the payee receive a notification or receipt confirming the successful completion of the transaction.

Electronic bill payments offer numerous advantages over traditional payment methods. They are faster, more secure and cost-effective, making them an attractive option for both consumers and businesses. For government agencies, adopting electronic bill payments can lead to increased efficiency in processing payments, reduced manual handling and paperwork and improved cash flow management, plus ease of reconciliation and auditing, which improves visibility and makes transparency much easier to achieve. Additionally, electronic bill payments provide a convenient and accessible way for residents and businesses to pay their bills, which can help reduce late payments and improve overall satisfaction with government services.

By leveraging digital channels and secure systems, electronic payments streamline collections and offer a convenient alternative to traditional payment methods. As we move forward, it’s essential for government agencies to embrace these technologies to enhance their operations and better serve their constituents, who are largely accustomed to paying online—and want to be able to do more of it, In fact, 93% of consumers believe “all governments, including municipal governments,” should offer a digital payment option for constituents, according to data from PayPal/Logica Research.

 

Why Electronic Bill Payments Are Essential for Governments

  • Increased efficiency in processing payments: Electronic bill payments streamline the payment process, reducing the need for manual handling and paperwork. This leads to faster processing times and fewer errors, allowing government agencies to allocate resources more effectively and focus on other critical tasks.
  • Convenience for residents and businesses: Electronic bill payments provide a convenient and accessible way for residents and businesses to pay their bills. They can make payments anytime and anywhere, using various digital channels such as online portals, mobile-friendly pages and automated phone systems. This flexibility helps reduce late payments and improves overall satisfaction with government services.
  • Improved cash flow management for government authorities: By adopting electronic bill payments, government authorities can benefit from faster payment processing and more predictable cash flow. This enables better financial planning and management, ensuring that funds are available when needed for essential services and projects.

 

Introducing CSG Forte BillPay

With decades of experience in the industry, CSG Forte knows payments. Our comprehensive BillPay platform is designed to streamline and enhance the payment process, focusing on efficiency, security and user experience.

CSG Forte BillPay offers a range of features that can be configured to cater to each customer’s unique needs and is scalable as your company grows. Here are some of the standout features that make CSG Forte BillPay a game-changer for government payment systems.

  • Flexible payment options: CSG Forte BillPay supports a variety of payment methods, including online, in-person, over the phone, text-to-pay and via digital wallets. This flexibility ensures that constituents can choose the payment method that best suits their needs, leading to higher satisfaction and on-time payments.
  • Recurring payments: Our platform allows for easy scheduling and maintenance of recurring payments. This feature is particularly beneficial for offices that handle regular payments, such as taxes, utility bills and licensing fees. By automating these payments, agencies can reduce administrative burdens and improve cash flow.
  • Bill presentment: CSG Forte BillPay offers digital invoice access and a guest checkout option, making it easy for constituents to view and pay their bills online. The platform supports custom file formats and easy user interface (UI) customization, ensuring that the bill presentment process aligns with the agency’s branding and operational needs.
  • Fast and flexible integration: The platform is designed for quick and seamless integration with existing systems. With support for custom file formats and easy UI customization, government agencies can implement CSG Forte BillPay without significant disruptions to their current operations.
  • Enhanced security and compliance: BillPay prioritizes security and compliance, offering features such as account ownership verification, fraud prevention tools and secure point-of-sale (POS) devices. These measures help protect sensitive information and ensure that government agencies remain compliant with industry standards and regulations.
  • Centralized payments hub: The platform provides a centralized hub for managing all payment operations, including reconciliation, reporting and chargeback management. This centralization simplifies administrative tasks and reduces the risk of errors, allowing government agencies to focus on their core responsibilities.

CSG Forte’s comprehensive payment solutions extend beyond just streamlining bill payments. Our decades of experience in processing millions of transactions and managing billions of dollars in payments allows our team to offer reliable and scalable solutions for government agencies, ensuring adaptability to changing needs while maintaining cost efficiency. Here are some of Forte’s key features:

  • Seamless integration with government platforms: Easily manage payments collected through CSG Forte’s flagship programs. The integration capabilities reduce manual processes and errors, providing a seamless experience for both the agency and the residents.
  • Comprehensive payment solutions: Accept Automatic Clearing Housing (ACH) payments, debit and credit cards, digital wallet payments and in-person cards through our point-of-sale (POS) devices. This flexibility allows government agencies to offer constituents multiple convenient payment options, enhancing overall efficiency and satisfaction.
  • Proven reliability and scalability: We process more than 214 million transactions annually and manage $98 billion-plus in payments for more than 130,000 merchants across various industries, including government. This experience and capacity allow CSG Forte to scale alongside government agencies, adapting to their changing needs while reducing complexity and cutting costs.

 

How Forte Delivers for the City of Kinston

CSG Forte’s partnership with the city of Kinston, North Carolina, has produced amazing results for the municipality. City leadership wanted to offer residents electronic payment options for utility bills, civil service fees, recreational activities and other city services. After integrating electronic payment processing options, Kinston saw 41% year-over-year growth in the number of transactions processed. The city also received positive feedback from residents who appreciated the ease of making payments through the online portal.

How did Forte produce such dramatic results? Our development team created programming to bridge the gap between Kinston’s enterprise resource planning system and its payment interface. CSG Forte’s Secure Web Pay (SWP) Checkout tool now redirects payers from the city’s website to a secure third-party webpage to complete their transactions, allowing the city to begin accepting online card and eCheck payments without spending money or committing technical resources to developing their own webpage to process payments.

CSG Forte also launched an online and interactive voice response (IVR) utilities billing solution for Kinston using a convenience fee model and provided comprehensive technical support following implementation. By processing more payments electronically, Kinston staff now handle less cash and fewer checks, reducing bank fees and saving time.

As you can see, adopting electronic bill payments is a game-changer for government agencies. By streamlining the payment process, governments can boost efficiency, cut down on manual handling and paperwork and improve cash flow management. This not only saves valuable employee time but also makes life easier for constituents who expect to be able to pay their bills conveniently and securely through their preferred digital channels. And while the upfront investment in a digital payments platform might seem significant, the long-term savings and improved operational efficiency make it a smart move.

To learn more about how CSG Forte BillPay can help your government agency transition to electronic bill payments or download our government eBook.