Category: Tips

Why Patients Are Frustrated with Medical Bill Pay—and What Providers Can Do About It

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When Lisa finally received her bill for an outpatient procedure, it showed up three weeks after her appointment—long after her HSA balance had been spent on unrelated expenses. The envelop contained an invoice with a dense wall of numbers, little context about what had or hadn’t been covered by insurance and a note that curtly instructed her to “Pay Immediately.”

Since Lisa had no information about a method to pay online or any way to ask questions through a portal, she reluctantly mailed a check. Even so, several weeks later, she got a call from a collection agency.

Lisa’s story isn’t unique. Across the country, patients face mounting frustration with how medical bills are delivered, explained and collected. In an industry known for cutting-edge diagnostics and advanced treatments, patients say the billing experience sometimes still feels stuck in another decade. And that disconnect is costing healthcare providers—in revenue, staff time and patient trust.

A recent PYMNTS study found that 70% of patients want to pay their healthcare bills online—but nearly half of healthcare providers still process claims manually, which significantly contributes to errors and patient dissatisfaction. As a result, bills are delayed, ignored or disputed, and the collections process becomes more painful for everyone involved.

The good news? The problem isn’t just solvable—it’s preventable. Providers don’t have to overhaul their operations to deliver a better experience. Making small, strategic changes—like offering patients online payment options—can make a big impact.

First, though, it’s worth looking at what’s broken. Why is medical bill pay so frustrating for patients in the first place?

 

What’s Broken in Traditional Medical Bill Pay

For patients, the medical billing process often feels less like a transaction and more like a test of endurance. Even after navigating insurance authorizations and clinical care, they’re met with a confusing, delayed and inflexible payment experience. It’s not surprising that so many bills go unpaid—not because patients won’t pay, but because the process makes it hard to do so.

Here are just a few of the most common friction points:

  • Delayed billing: Weeks—or even months—can pass between care and the first invoice. Laws vary from state to state, but in Florida, for example, medical providers have up to five years to bill patients. By then, patients may have forgotten details of the visit or used their flexible spending dollars.
  • Lack of transparency: Bills often don’t break down what’s been paid by insurance vs. what’s owed by the patient. Explanations of benefits rarely match cleanly with invoices.
  • Limited payment options: Many providers still rely on mailed checks or clunky online portals. There’s no mobile-first experience, no ability to pay in installments and no autopay.
  • No reminders: Without digital nudges, patients are more likely to miss or forget due dates.
  • No way to ask questions: Phone support is often understaffed, and many billing systems don’t allow for easy digital communication.

The result? Missed payments, rising collection costs and growing patient dissatisfaction.

According to a 2023 report from Accenture, more than 20% of patients said they’d consider switching providers to get customer service solutions provided digitally. And data from the Medical Group Management Association confirms that providers without digital payment tools wait significantly longer to collect.

It doesn’t have to be this way. Providers who modernize billing processes are seeing not only faster payments but stronger relationships with patients. And offering flexible payment options—like installment plans—can reduce sticker shock and increase collection rates without increasing pressure.

But these aren’t just patient problems. Let’s look at what these friction points cost providers behind the scenes.

 

How These Friction Points Impact Providers

It’s easy to frame billing frustrations as a patient problem—but providers feel the pain too, often in ways that directly affect their bottom line.

When billing is confusing or delayed, patients don’t pay on time. And when providers rely on outdated systems to collect, those delays compound. Staff spend valuable time fielding billing questions, chasing down payments, reissuing invoices and dealing with disputes that could have been avoided with better communication upfront.

According to the Healthcare Financial Management Association, administrative costs tied to patient billing continue to rise, especially in practices and hospitals that haven’t digitized core parts of the billing cycle. Every minute staff spend resolving confusion is time not spent on higher-value tasks.

These issues affect more than just internal operations. Poor billing experiences directly erode patient trust. If someone receives excellent medical care but walks away confused and frustrated about what they owe and how to pay it, the lasting impression is negative. That’s particularly damaging in an era where online reviews and word-of-mouth influence provider choice as much as credentials or reputation.

Common provider-side consequences of outdated billing systems include:

  • Slower cash flow and longer revenue cycles
  • Higher overhead from manual follow-ups and paper-based workflows
  • Increased write-offs from uncollected patient responsibility balances
  • Loss of patient loyalty, which can lead to decreased return visits
  • Staff burnout from repetitive or avoidable administrative tasks

Modernizing payments isn’t just about convenience—it’s a financial imperative. As patient responsibility continues to rise, particularly with high-deductible plans, providers need systems that are built for speed, flexibility and clarity.

Solutions that allow patients to self-serve, pay in installments or receive mobile reminders can transform the payment cycle. The best part? These systems don’t need to replace existing infrastructure—they can integrate with what providers already use. For example, CSG Forte’s healthcare payment solutions are designed to complement existing platforms while improving outcomes on both sides of the transaction.

So what do patients actually want from their billing experience? Let’s take a closer look.

 

What Patients Want: Fast, Flexible, Digital Options

Today’s patients are accustomed to digital-first experiences in retail, banking and travel. And they increasingly expect the same level of ease and flexibility when paying for healthcare. When those expectations aren’t met, frustration builds—and providers feel the effects.

What patients are asking for isn’t complicated:

  • Transparent bills that clearly separate insurance payments from what they owe
  • Mobile-friendly payment options like Apple Pay, Google Pay, or secure portals
  • Installment plans or the ability to split larger bills over time
  • Automated reminders via text or email when a payment is due
  • One-click payment links with saved payment methods

In short, patients want billing that fits into their lives, not something they have to hunt down, decode, and navigate under pressure. For providers, this isn’t just a matter of modernization—it’s a critical lever for improving satisfaction and getting paid faster.

We’ve already seen a growing shift among healthcare systems toward these features. Practices that offer digital billing options report significantly higher patient engagement and lower rates of collections activity, according to Becker’s Hospital Review.

So what practical steps can providers take to align with these expectations—and ease their own operational burdens at the same time? Read on to find out.

 

How Healthcare Providers Can Fix the Experience

Improving the patient billing experience doesn’t require a full system overhaul. In many cases, providers can make meaningful improvements with the tools they already have—so long as those tools are connected to patient needs.

The first and most critical step is reducing the lag between care and communication. Patients are far more likely to pay when bills arrive promptly and make sense. That means issuing real-time or near-real-time invoices with clear explanations, avoiding the common confusion caused by mismatched billing statements and billing explanations. Providers who streamline this part of the process immediately reduce the chances of nonpayment due to misunderstandings or forgotten visits.

Next, providers need to remove barriers to payment. That includes enabling mobile-friendly options, eliminating logins for basic transactions, and giving patients choices in how they pay—whether that’s through a one-time card entry, autopay or scheduled installments. This kind of flexibility helps prevent bills from going to collections simply because a patient couldn’t afford a lump sum at once.

Another often overlooked fix is automation. Many provider systems still rely heavily on manual billing processes, which introduce errors and delays. Automating recurring communications—like due date reminders or payment confirmations—frees up staff time and makes patients feel more in control.

These changes don’t just improve collection rates; they improve relationships. When patients feel seen, respected, and supported throughout the billing process, they’re more likely to return for future care—and to speak positively about their experience.

And while providers can assemble these capabilities from different vendors, platforms that integrate them into a single solution offer the biggest payoff. That’s where digital-first payment partners like CSG Forte come in.

 

Introducing Forte: A Smarter Way to Simplify Medical Bill Payments

For providers ready to make the shift from outdated billing practices to a more modern, patient-friendly approach, the good news is that solutions already exist—and they don’t require rebuilding your entire system from scratch.

CSG Forte offers a digital-first payments platform built with the needs of healthcare providers and patients in mind. It’s not just about accepting cards online—it’s about transforming the entire billing experience into one that is clear, flexible and easy to manage for everyone involved.

With Forte, providers can offer:

  • Efficient invoicing presentment, connected to your billing systems, reducing confusion and disputes
  • Text-to-pay and email billing, allowing patients to pay directly from their phones
  • Flexible installment options that empower patients to pay at their own pace
  • Stored payment credentials and simplified repeated checkout to reduce friction
  • Automated reminders and receipts, saving staff time and improving collection rates

All of these features integrate seamlessly into existing practice management systems, meaning your team won’t face a steep learning curve or disruptive implementation. And because Forte maintains compliance with both payment card industry data security standards (PCI DSS) and the Health Insurance Portability and Accountability Act (HIPAA), our platform is built with security in mind. This means providers can offer convenience without compromising data protection.

The impact? Providers using Forte’s healthcare billing solutions have seen not only faster payments but also stronger patient retention and less administrative burden. One Forte client, the Lucas County, Ohio, Treasury Office, has seen a 283% increase in the number of transactions processed since partnering with CSG Forte—an improvement that translated directly into better cash flow.

Improving the patient payment experience isn’t just about keeping up with technology—it’s about showing your patients that their time, needs, and financial realities matter.

If you’re ready to move beyond paper billing and collections calls, Forte can help you make that leap. Click the links to:

Because getting paid shouldn’t be the hardest part of delivering care.

 The Hidden Costs of Accepting Rent Via Paper Checks

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Property owners and their management companies spend hours each month collecting rent, processing checks and dealing with the associated delays, like waiting for physical delivery between banks and the dreaded chargeback—all while still paying fees for the privilege.

But here’s the kicker: collecting rent via paper checks is costing you way more than you think. From missed payments and banking fees to labor hours spent on manual processing, the hidden costs pile up quickly. What if there was a way to streamline your operations, boost cash flow and reduce overhead—all at the same time? The solution is simpler than you think: ditch the paper checks and embrace digital payments. Read on to learn how making the switch can save you big.

 

The Real Cost of Processing Paper Checks

Let’s be real: paper checks might seem like a hassle-free option for tenants, but for property managers, they’re anything but easy and simple. Between the bank fees, the labor costs and the constant juggling of late payments, the costs add up fast, as do the headaches. Here are just a few hidden costs:

  • Bank Fees: Every time a tenant hands over a paper check, you’re paying for the privilege of processing it. While it might feel like a small fee, each check typically costs between $3 and $10 to process when you factor in deposit fees, postage and any intermediary costs. Over the course of a year, those fees can start to feel like a second mortgage for your property management company. (National Apartment Association)
  • Time Is Money: Speaking of that second mortgage—how much time are you and your team spending on check collection? We’re talking manual processing, data entry, tracking down late payments, dealing with errors and reconciling accounts.
  • Late Payments: Nothing kills cash flow like tenants who don’t pay on time. And guess what? Paper checks are one of the top culprits. Delays due to postal issues, weekends or tenant forgetfulness leave you chasing payments rather than moving forward with your business. When rent is delayed, it can also cause late fee headaches that further strain your cash flow.
  • Chargeback Delays: Depending on the bank’s processes, it could look like funds are added to your account’s available balance the same day you make the deposit. It can take up to three weeks for banks to find out a check is no good—and bad checks cost real money.

So, while checks might feel like the easy way to get paid, the reality is they’re an expensive, slow and risky option for your business. By switching to digital payments, such as Automated Clearing House (ACH) payments and eChecks, you can streamline your collection process, avoid unnecessary fees and get your cash flow moving faster.

 

Digital Payment Systems: Save Time, Money and Headaches

Let’s face it—paper checks are a pain. But digital payments? Now, that’s a game changer. Switching to online payments isn’t just about convenience—it’s about cutting costs, improving efficiency and giving your team the freedom to focus on the bigger picture. Here’s why digital payment systems are a no-brainer for property managers:

  • Cost Savings That Add Up: Digital payments save you more than just time—they can put real dollars back into your pocket. From eliminating those pesky check processing fees to cutting down on bank runs and postage, digital systems streamline the entire payment process. That’s money that could be better spent improving your property or enhancing tenant services.
  • Faster Payments, Faster Cash Flow: Time is money, and with digital payments, you get both. No more waiting days or even weeks for checks to clear or for tenants to drop off payments. Digital payments are processed in real time, which means you can collect rent and fees faster, keeping your cash flow healthy. No more scrambling at the end of the month, no more late fees piling up—just steady, predictable income that comes in when it’s supposed to.
  • Say Goodbye to Errors and Discrepancies: Human error is always a risk when you’re manually entering check information, tracking payments or handling accounting. With digital payment systems, that risk virtually disappears. Automated features eliminate the chances of double-counting, misplacing funds or entering incorrect amounts. Everything is tracked and reconciled automatically, which means fewer mistakes, fewer tenant disputes and less stress for your team.
  • Happier Tenants = Happier You: Tenants (especially the younger ones) hate dealing with paper checks. From lost mail to forgetting deadlines, the process can be a hassle for them. But with digital payments, tenants can pay anytime, anywhere and on their own schedule. In fact, they can even pay in installments or prepay if they’d like. Whichever timeline works best, the process becomes fast, secure and convenient. Plus, digital systems often come with built-in reminders and confirmations, making sure your tenants stay on top of their payments without having to chase them down. Happier tenants mean fewer headaches, fewer late payments and better relationships all around.

Switching to digital payments isn’t just a trend—it’s the future of property management. By embracing digital payment solutions, you’re not only improving your bottom line, but you’re also enhancing your overall workflow, boosting tenant satisfaction and setting yourself up for success in a competitive market. Ready to leave the checkbook behind and embrace the future? The benefits speak for themselves.

 

Implementing Digital Payments: A Simple Switch for Big Rewards

Making the switch to digital payments sounds great in theory, but how do you implement it? It can sound daunting, but don’t worry—it’s easier than you think. Transitioning from paper checks to a digital payment system doesn’t have to be a headache. In fact, it’s a straightforward process when you break it down. Here’s how it works:

  1. Choose the Right Platform: The first step in ditching paper checks is picking the right digital payment platform. Look for a solution that integrates smoothly with your property management software and is simple for both your team and your tenants to use. Ideally, you want a platform that supports automatic rent collection, payment tracking and built-in reminders to help tenants stay on top of payments. Solutions like Forte partnered with key software companies in the property management space, offer these features and more, ensuring you have all the tools you need in one place.
  2. Communicate with Tenants: Making the switch to digital payments is an exciting change, but your tenants need to know about it. Start by sending out clear, easy-to-understand communications explaining why you’re making the switch and how it benefits them. Highlight the convenience of paying rent online—whether it’s via mobile phone, computer, or tablet. Don’t forget to provide instructions and offer customer support for those who might be unfamiliar with digital payment methods. The key is to make the transition as seamless as possible. A simple guide on how to set up their digital payments or a video tutorial can go a long way in helping tenants feel comfortable with the new system.
  3. Offer Multiple Payment Options: Not all tenants are the same, so offer multiple payment options to make sure everyone has access to an easy way to pay. Whether it’s ACH payments, credit or debit cards, or even e-checks, the more flexible your system, the better. Some tenants may prefer paying through their mobile phone, while others might want to set up automatic recurring payments to avoid forgetting. The more options you provide, the more likely tenants are to adopt the new system.
  4. Track Adoption and Optimize: Once your digital payment system is up and running, keep an eye on how tenants are using it. Are they adopting it quickly? Are there any roadblocks that need addressing? Gather feedback from your tenants about the system’s ease of use and make adjustments as needed. With digital systems, you can monitor real-time usage and quickly address any issues before they become bigger problems. Also, consider incentivizing tenants to make the switch early by offering a small discount on rent for those who pay digitally, or by implementing small rewards like raffle entries for tenants who set up recurring payments.

 

Effortless Payments, Big Results

Making the switch to digital payments is one of the easiest ways to streamline your property management operations and improve your cash flow. The benefits are clear—reduced administrative work, faster payments and happier tenants. By adopting a digital payment solution, you’re not just keeping up with the times; you’re getting ahead of the competition.

Ready to take your property management game to the next level? Our experts are ready to help. With CSG Forte’s payment platform, you can easily accept rent and fees digitally, all while cutting down on processing costs and boosting tenant satisfaction. Schedule a demo today to see how Forte can simplify your payment collection process and help you stay ahead in a fast-paced industry.

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.

Debunking ACH Payment Myths: What You Should Know

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What’s the most valuable non-cash payment channel in the United States? Most people would say credit cards—and most people would be wrong. It turns out  Automated Clearing House (ACH) payments are the most valuable non-cash payment channel. Even though more credit and debit card than ACH payments are transacted each year, ACH payments are worth much more on average.

While debit cards account for 81% of non-cash payments, ACH payments totaled $86.2 trillion in 2024. So, why don’t ACH payments get the (ahem) credit they deserve? Despite existing for half a century, there are still some persistent ACH myths. These include ACH payments taking too long or being too hard to set up.

Here, we’ll explore three popular misconceptions about ACH and explain both why they persist and the truth about ACH processing.

Let’s dig into each of these myths in more detail.

 

ACH Myth 1: ACH Payments Aren’t Viable for One-Time Payments

Consumers don’t know what ACH is, but they know how it affects their lives. It’s often how they receive their paychecks (via direct deposit) or how they make recurring utilities or government payments.

Businesses are much more familiar with ACH payments, which can be made over credit or debit. But what they may not be aware of is how to use ACH for one-time payments—and how it can save them money. Given that bank account information is saved and high fees can add up over repeated transactions, the appeal of ACH for recurring payments is clear.

Consider large transactions worth hundreds of thousands of dollars or more. No one wants to pay a 2.5% processing fee when that amount climbs to five figures. If businesses choose to use ACH processing on the backend, that means lower fees for the end customer.

Whether for real estate purchases, medical billing, bulk supply orders, or other large purchases, the fee difference between ACH and other types of payment processing can be sufficient reason even if it is only once.

Myth: Busted

ACH payments are viable for both recurring and one-time payments, especially when dealing with large transactions.

 

ACH Myth 2: Customers Don’t Want to Connect to Their Bank Accounts

You may have heard that most consumers are unwilling to enter bank account information and prefer to provide their credit card. This may be true for some, but given the growing adoption of digital wallets, making payments online can be much less work than writing a paper check. Instead of having to track and write out specific information each time, customers can choose a saved account to make a payment from.

While storing bank data can be a concern, more of your customers have their bank account information available than ever before. From a payee perspective, this simply looks like an automatic withdrawal from their account. When you choose to use ACH for your payment processing, you can benefit from the cost benefit of ACH processing without causing extra hassle for your customers. But convenience isn’t the only factor at play.

Even though consumers have become accustomed to processing and convenience fees, everyone likes saving money. When using ACH to power your payments, you can make transactions more profitable without passing the hidden fees associated with credit card payments onto them.

According to Jeff Kump, Head of Payments at CSG Forte, “We’ve heard from a number of clients that customers were happy to link their bank accounts, especially when it let them save money on fees for big purchases.”

Myth: Busted

Customers are happy to connect their bank accounts for ACH payments, even when the benefits are hidden in the backend.

 

ACH Myth 3: ACH Payments Always Take Between Three and Five Days to Process

ACH payments have a reputation for taking several days to process. Depending on the vendor, that can sometimes be the case, but it doesn’t have to be.

While many ACH processors do offer overnight and multi-day ACH processing, they can also process payments on the day they were made. According to Nacha, the organization that oversees all ACH payments, there were more than 1.2 billion same-day ACH transactions processed in 2024.

To account for the growing volumes and values, Nacha in 2022 increased the same-day ACH payment limit to $1 million. It seems likely that this trend will continue as the security and ease of same-day ACH payments are proven time and again.

Despite the convenience, only one vendor (CSG Forte) offers in-house same-day ACH capabilities. This isn’t to say that no other vendor offers same-day ACH capabilities, but only CSG Forte builds, maintains, and delivers this capability within the same organization.

Myth: Busted

While some ACH payments can still take several days, including those over $1 million or processed by certain vendors, it is possible to process ACH payments on the same day.

 

Confirmed: The Truth About ACH

ACH is a topic that can still be confusing, even for payments experts. We hope that this blog has cleared up a few of the most common myths about ACH payments. To recap:

ACH is great for one-time and recurring payments alike.

Customers have a low-effort way to connect their bank accounts for ACH payments.

With the right vendor, ACH payments of up to $1 million can be transacted on the same day.

At CSG Forte, we believe the payments experience can be simpler and more secure. Do you want to learn more about ACH and how it can help organizations like yours? Collect ACH payments cost-efficiently with CSG Forte.

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, download our government-specific eBook or sign up for a demo to learn more about CSG Forte’s comprehensive features designed to cater to your unique needs.

What Should Government Agencies Require from Their Electronic Payments Provider?

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Government agencies face both significant challenges and exciting opportunities in payment processing. Traditional methods of handling payments, including in person and by calling the agency, are increasingly considered inefficient by constituents used to myriad online payment options for most private-market transactions. Not only do processing payments through traditional methods cost more—as much as $20 per transaction compared to about 30 cents per digital transaction—they’re also prone to errors.

Processing payments manually is incredibly labor intensive. In fact, nearly four out of 10 respondents to one survey of government agencies reported their staff members spent between 10 and 20 hours per week taking in-person and phone payments. Local governments, which are typically strapped for cash, stand to lose substantial revenue each year by relying on traditional (antiquated) payment systems.

Digital payments offer numerous benefits, including faster transaction times, increased accuracy, reduced risk of fraud and enhanced resident accessibility. By integrating modern payment solutions, government agencies can improve their operational efficiency while also fostering better constituent relationships through more convenient and secure payment options.

As we delve into the features government agencies should look for in an electronic payments provider, it’s crucial to understand the significant positive impact these digital solutions can have on both operational costs and overall revenue management. Read on to learn more.

 

Improved Security and Compliance

Security and compliance are paramount for government agencies that want to handle electronic payments. CSG Forte offers robust security measures to ensure that sensitive information is always protected. For example, CSG Forte’s BillPay offers:

  • Level 1 PCI compliance: Earning Payment Card Industry (PCI) Data Security Standard (DSS) certification is the highest level of security standard for payment processors, ensuring that all transactions are handled with the utmost care and protection.
  • End-to-end encryption: This technology safeguards data by encrypting it during transmission, making it virtually impossible for unauthorized parties to access or misuse the data.
  • Data tokenization: This process replaces sensitive information with unique tokens, further enhancing the data security.

By choosing CSG Forte, government agencies can confidently process electronic payments, knowing that they are backed by industry-leading security measures and compliance standards.

 

Access to a User-Friendly Interface

Government agencies must be equipped and able to serve a vast range of constituents—from the most technologically-savvy users to individuals who don’t own and barely use a computer. That is why creating an accessible, user-friendly payment interface is essential for government agencies. CSG Forte BillPay offers an intuitive and easy-to-navigate platform that enhances the user experience for both residents and government agencies.

The Forte interface is designed to simplify the payment process, making it accessible to users of all technical levels. Residents can easily make payments online, and government employees can efficiently track and manage transactions, reducing the time they spend taking payments over the phone and increasing their time availability for completing more important tasks that require human intervention.

 

Seamless Integration with Existing Systems

One of the key advantages CSG Forte BillPay offers is its ability to seamlessly integrate with existing government platforms. This ensures that agencies can continue to use their current systems while benefiting from the enhanced BillPay features and capabilities.

By reducing manual processes and minimizing errors, BillPay helps streamline operations and improve efficiency. This means government agencies and their employees can focus more on serving their constituents and less on managing payment processes.

 

Customer Service and Support

CSG Forte is committed to providing exceptional customer service and support to government agencies. Their dedicated support teams are available to assist with any issues or questions that may arise, ensuring a smooth and efficient payment processing experience.

Having access to dedicated support teams means that government agencies can rely on expert assistance whenever needed. This support helps to minimize downtime and ensures that any technical issues are resolved promptly.

By choosing CSG Forte, government agencies can benefit from reliable and responsive customer service, enhancing their overall payment processing experience.

 

Get Started Today

While government agencies must take care to wisely spend taxpayer dollars, adopting and onboarding CSG Forte BillPay is a straightforward process. The easily implemented system provides a wealth of resources to assist agencies during the implementation process, ensuring a smooth transition and successful integration.

And even after the payment platform is live, your agency staff doesn’t have to navigate it alone: In addition to CSG Forte’s helpful customer service, we also offer relevant internal resources and guides to help navigate BillPay setup and customization. These resources are designed to provide comprehensive support and address any questions or concerns that may arise during the implementation phase.

One of the most pressing issues that government agencies face is the need to provide constituents with a convenient and efficient way to manage payments and billing information. CSG Forte BillPay addresses this problem by offering a digital portal where constituents can easily access one-time or recurring payment pages. This portal allows users to check amounts, payment dates and manage their payment options with ease. By utilizing this feature, agencies can significantly reduce the administrative burden on their staff and provide a seamless payment experience for the public.

From improved security and compliance to a user-friendly interface and seamless integration with existing systems, CSG Forte BillPay provides a comprehensive solution that meets the needs of modern government agencies. By adopting CSG Forte BillPay to take advantage of these benefits and improve their overall payment processing experience, agencies will be able to streamline their operations, reduce costs and provide a better experience for their constituents.

To learn more about how CSG Forte BillPay can help your government agency transition to electronic bill payments, download our government-specific eBook or request a demo to explore our comprehensive features designed to cater to your unique needs.

A Guide to Avoiding Payment Reversals

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It doesn’t matter whether you’re a scrappy startup or a legacy enterprise: Payment reversals are a challenge for organizations of all sizes. So much so, in fact, that many companies even allocate a portion of their monthly budget to payment reversals. And it’s no wonder why: Not only are chargebacks a frustrating part of doing business—they’re expensive. The 238 million chargebacks recorded in 2023 cost an average of $165 each, according to recent data. And, unfortunately, depending on your organization’s services or products, you may have a higher likelihood of experiencing payment reversals.

The good news is that avoiding payment reversals is possible. This guide explores all aspects of payment reversal and solutions your organization can implement to minimize your risk.

Payment Reversals: What Are They and Why Do They Happen?

While a payment reversal can happen for a few reasons, a request by the cardholder is the action that initiates any chargeback from an issuing bank, acquiring bank, merchant or card network. Payment reversals on credit cards are not uncommon. Some reasons why payment reversal happens include:

  • Unmet expectations: If consumers feel the product or service doesn’t match what they paid for or expected based on the description, they can submit a payment reversal request.
  • Customer-initiated issues: Consumers may change their minds after purchase and no longer want to leverage the products or services.
  • Fraudulent reasons: A consumer may reverse a payment in an attempt to make a fraudulent transaction, this is known as friendly fraud or first-party fraud.
  • Incorrect charges: A payment reversal may occur as a response to the wrong amount of money being taken from the cardholder’s account.
  • Missing information or duplicate transactions: If information is missing or incorrect in any of the many information categories required for a transaction, the charges may be reversed. Reversals may also be necessary in the event of duplicate transactions.
  • Stock issues: In e-commerce transactions, items may sell out before they are delivered—so the consumer may need a refund for the unavailable products.

All payment reversals should be a concern for your organization and an opportunity to explore ways to optimize your processes. Payment reversals may indicate:

  • Operational failings
  • Product or service issues
  • Inadequate safeguarding against fraud

Payment reversals go beyond the financial implications of your organization needing to return funds and pay associated fees. Depending on the reasons for the reversal, your business could face reputational harm and lose customer loyalty.

 

Types of Payment Reversals

There are three main categories of payment reversals: authorization reversals, refund reversals and chargeback reversals.

 

1. Authorization Reversal

Authorization reversal is reversing a payment before it has been fully completed. The Automated Clearing House (ACH) network is often slower to authorize than credit card networks, so pre-authorized transactions are conventional.

Authorization reversals can happen in various scenarios, including a merchant spotting a mistake in the amount keyed in or the consumer wanting to change cards or payment methods. Depending on the payment software you use, there is usually a way to stop the transaction from happening. The stop communicates to the issuing bank to reverse the authorized transaction.

In other instances, you may require the customer to pay a pre-authorized amount before they use or consume a product or service. For example, a hotel may ask for a deposit on a room before accepting a reservation. This pre-authorized payment is also known as a security payment. If the consumer does not spend the authorized amount, you must fully or partially refund them.

Remember that the longer the authorization takes, the more complex the reversal becomes. As the transaction clears through the payment process from the issuing bank to the card network and the acquiring bank, reversal fees become more expensive and complicated. Ideally, you want the funds to stay in the customer’s account when processing reversals so you can avoid interchange fees. This is generally referred to as voiding the transaction.

Rapid authorization reversals are cost-effective and fast. Reversals can happen before consumers even know, making this approach the most convenient and customer-centric way to cancel payments. Quick reversals also mean you won’t have to account for the arrival of a payment and return of funds on your balance sheet—something that’s particularly helpful when you process high volumes of transactions for your business.

Pre-authorized funds may take days to transfer from the customer’s account to your bank account. This delay occurs because the customer’s bank needs to authorize the transaction and specify the funds for the payment. The wait provides a window of opportunity to stop a transaction before money leaves the bank account.

 

2. Refund Reversal

Refund reversals are for payments where transactions have already been completed. Refunds often occur because consumers are unsatisfied with a product or service. If the opportunity has passed for an authorization reversal, a refund reversal is your next best option as an organization.

Instead of canceling a transaction, you pay the transaction in reverse. The acquiring bank is now paying the consumer or cardholder in a separate transaction. That means a refund is not a neutral agreement. You will have to pay transaction fees and lose the sale for services rendered or products sold. Still, a refund is preferable over a customer contacting their bank to get their money back.

 

3. Friendly Fraud

Friendly fraud, also known as first-party fraud, occurs when a customer willingly makes a false claim to reverse a payment. It can be particularly challenging for businesses, as it often involves legitimate transactions that are later disputed by the customer. To combat chargebacks resulting from friendly fraud, businesses must keep detailed records of all transactions, including receipts, communication logs and any other relevant documentation. Having a robust platform like Dex that makes these records visible and easy to manage can significantly improve your chances of winning claims against friendly fraud. Dex’s user-friendly interface and comprehensive record-keeping capabilities ensure that you have all the necessary evidence at your fingertips, making the difference between losing or winning claims.

 

4. Chargeback Reversal

Chargeback reversals are the worst-case scenario for your business. These reversals involve a customer contacting their bank to file a dispute against the transaction. A consumer may file a dispute if they believe fraud has occurred or if they never received an item or service they paid for.

Chargebacks are more than an inconvenience for your business. These reversals incur in additional chargeback fees and penalties from card networks.

You can dispute chargeback requests if you provide evidence that the consumer is wrong. A dispute can take weeks or months and cause a substantial administrative burden for your team. Even if you win the dispute, if you receive high rates of chargebacks, your organization may be flagged by card networks , leading to stricter security thresholds.

When a chargeback reversal occurs, your organization can face a range of challenges:

  • Paying for shipping fees if you’re selling products or goods
  • Recovering or forfeiting items sold or services rendered
  • Submitting a claim and disputing the chargeback reversal

Chargeback reversal can also leave you with revenue loss and transaction fees associated with fraudulent payments. Excessive chargeback reversals may lead to reputational damage and card networks suspending your ability to transact.

The best way to combat chargeback reversals is to identify fraudulent transactions proactively. Internal system checks will help you reduce the number of chargebacks and help you easily distinguish between legitimate and unauthorized transactions.

 

How to Minimize Payment Reversals

Your organization will face payment reversals from time to time. You can and should take steps to minimize refunds and optimize your processes to mitigate the risks when they do happen. Some ways you can prevent payment reversals include:

  • Making payments secure: Use additional payment security measures like two-step authentication and tokenization to reduce the risk of fraudulent transactions.
  • Being vigilant: Authorization reversals are often due to human error, like a staff member typing in the incorrect amount. Encourage your employees to be attentive while processing payments, explaining the cost and implications of reversals, refunds and disputes.
  • Leveraging automation and technology: Implement an innovative payment processing platform that manages all your payments in one easy, user-friendly interface. CSG Forte verifies transactions, helps you make payments secure, and streamlines recurring and ad hoc payments. The cloud-based platform will support your employees, minimize admin and help you provide first-rate payment experiences for customers.

 

Reversal vs. Refund

An essential difference between reversals and refunds is what happens to the funds. During the former, payment reverses, meaning the bank or payment processor cancels the transaction—the funds aren’t transferred from the customer’s account into your account. A refund means that after a transaction is completed, you need to refund the amount and pay it back to the consumer, incurring transaction interchange fees.

 

Example of a Reversal Transaction

In the context of e-commerce, one example of a reversal transaction is a consumer wanting to purchase running shoes online. The consumer attempts to buy running shoes and, during the transaction, receives notice that the shoes are no longer available in the correct size. While the payment is pending, the consumer cancels the transaction. No funds are transferred from the cardholder’s account to yours, meaning no fees are incurred during reversal.

 

What Happens After a Purchase Refund?

After a purchase refund, the business returns funds to the consumer’s bank account. It is an entirely separate transaction from the original payment. The amount is the same, but the business must pay transactional and processing fees, and standard settlement time applies.

 

Reasons Companies May Reverse a Payment

A company might reverse payment if:

  • A customer is trying to commit a fraudulent transaction
  • An item or product is sold out before delivery can occur
  • A consumer changes their mind after ordering a product

 

Verify Payments With CSG Forte

Scale your business and provide frictionless customer payment experiences with CSG Forte’s award-winning payment solutions.

One of the add-on services that organizations leverage to verify payments is Validate. With Validate or Validate+, your organization can process ACH payments with confidence. Both solutions use an innovative ACH database with hundreds of thousands of millions of records, ensuring funds are in good standing. Validate provides:

  • Updated data sources
  • Instant, actionable responses on each transaction
  • Extensive routing and bank account (DDA) validation over multiple data sources
  • 100% real-time reporting for invalid transaction routing numbers and check totals

With Validate, your organization can proactively minimize and simplify payment reversals to save money and provide customers with seamless payment experiences.

 

CSG Forte Will Streamline and Verify Your Payments

Our company delivers innovative end-to-end payment solutions for businesses of all sizes. Our full-service payment processing, customizable platform and enhanced security and compliance management, CSG Forte will help you optimize revenue and streamline payment processes with our quick, easy integrations.

Contact us to learn more.