Elevate Your Government Services with Multichannel Payment Processing 

In an era when digital services are continuously transforming the way we live and work, government agencies are not exempt from consumers’ higher-than-ever expectations for seamless and flexible payment experiences. Not only are consumers becoming more comfortable with making online payments services (nine out of 10 used a form of digital payment in the past year, according to a recent survey), but they’re also expecting more out of their payments platforms—and that includes government agencies.

Constituents have come to expect the same level of convenience and modernity from their public service providers that they receive from the private enterprises they buy from. But it’s been challenging for government entities, with their wide range of services and offerings, to keep pace with those expectations. They face distinct payment obstacles due to legacy systems, outdated processes, limited budgets and changing regulations—and constituents have taken notice.

 

Why Multichannel Payments Processing?

Offering multichannel payment processing can enhance CX while also improving operational efficiency. Government agencies that offer the flexibility of multichannel payment processing, which is the ability to accept payments via several platforms or channels, give constituents multiple convenient options to complete transactions. For example, constituents might have the option to pay via an interactive voice response (IVR) system, through a secure website or even using an in-app payment feature on their smartphones. Agencies can cater to different preferences and needs, fostering a more user-friendly and efficient experience.

Providing a broad selection of ways to pay can also help government agencies, many of which are already contending with budget cuts and increasing costs, to collect on delinquent accounts by allowing payers to use their preferred payment method. That’s why it’s so important that government agencies choose an experienced, knowledgeable software provider that can tailor the program to that department or agency’s unique needs—whether that’s a municipal internet connection, electrical service, garbage pickup or any other essential government-provided service.

 

More Channel Choices, Less Constituent Burden

Think about the last time you paid a bill. Whether it was your utility bill or a parking fine, chances are you wanted the process to be quick, easy and flexible. Your constituents who engage with the government services you offer are no different.

By leveraging multichannel payment processing, agencies can ensure more timely payments while reducing the burden on their administrative staff as well as customers, who report feeling overburdened by the “time tax” associated with interacting with government agencies. It also increases trust in your constituents’ perception of public agencies, which a recent McKinsey & Company survey found is suffering among most constituencies.

 

Personalizing the Government Payment Experience

Consumers want choices, whether they are paying taxes, fines or service fees. They want personalized self-service options. Unfortunately, the current state of government payment systems often lacks the personalization and flexibility that constituents crave.

Government agencies often grapple with outdated, fragmented payment systems that make it difficult to offer consistent and personalized CX and may make for more difficult reconciliation processes. To meet both consumer expectations and strict government regulatory requirements, payments must be secure and compliant across all channels. Having a payments platform with comprehensive reconciliation capabilities ensures efficient and correct reporting and auditing processes—a must for government agencies.

 

 

The Multichannel Payment Journey in Government

What does a multichannel payment journey look like for government services? Let’s walk through an example:

• Initial notification: The consumer receives a notification that their utilities payment is due. Depending on their preferences, they receive an email notification or text message with a payment link, or statement in the mail that includes a QR code linking to a payment gateway.
• Payment initiation: The consumer clicks the link or scans a QR code to a secure payment page.
• Payment secured: The consumer enters their payment information, and the transaction is processed securely.
• Future service options: The consumer opts into the offered automatic payment program (if they aren’t already enrolled) and chooses to receive text notifications so they know when to expect their next bill.

Here you can see how multiple channels integrate to provide a flexible and convenient payment experience for constituents.

 

 

Offering a Payment Channel for Everyone

Today’s consumers have diverse preferences when it comes to making payments. CSG Forte offers a variety of options to ensure everyone can pay in a way that suits them, including:

• SMS (text) message: Constituents can just click a link within an SMS message that directs them to a personalized invoice for payment. Two-way texting encourages on-the-fly questions and organic interactions that increase trust.
• Contact center: With CSG Forte, contact center agents can securely process payments over the phone, reducing the average payment call length by over three minutes per call.
• Interactive voice response: IVR payments are accessible 24/7, they don’t require an internet connection, and they cost less to process than live payments taken by a call center agent.
• QR codes: Printed statements can include these two-dimensional barcodes, which can link to personalized invoices. Agencies can even enable field-based employees to generate QR codes for quick on-site payments.
• Email: Email remains a reliable channel for a large portion of constituents, whether they’re getting the initial statement or notice of a failed payment attempt they need to reconcile.
• In-person payments: Agencies can literally meet people where they’re at with secure point-of-sale devices and card readers, ensuring quick transactions and better CX.

 

CSG Forte: Delivering a Modern Government Payment Experience

CSG Forte offers numerous benefits that pave the way for personalized payments and better outcomes for government agencies:

• Improved cash flow: By processing payments on constituents’ preferred channels, agencies can encourage prompt payments and improve collections.
• Fast time-to-value: CSG Forte’s low- to no-code solutions allows agencies to personalize the payment experience quickly, often in days or weeks—not months.
• Payment security: Whether via SMS text or a call center agent, CSG Forte’s payment platform ensures secure processing on all channels.
• Effective payment reminders: Sending reminders on constituents’ preferred channels increases the likelihood of on-time payments.
• Enhanced consumer experience: Offering consumers the ability to pay on their channel of choice and seamlessly switch channels during the payment process provides a personalized and frictionless experience.

Just like paying taxes is inevitable, governments are no longer exempt from offering the multichannel payment experience their constituents have grown accustomed to. CSG Forte helps government agencies to meet these expectations, providing a secure, efficient and consumer-centric payment solution. By embracing multichannel payment processing, agencies can enhance CX, find uncollected revenue and save agency employees time and effort, allowing them to focus on other administrative tasks.

Are you ready to offer your constituents the payment experience they expect on their channel of choice? Contact one of our experts to take the first steps toward implementing CSG Forte’s multichannel payment solutions to transform your payment processing.