by Patty Melton | Nov 2, 2022 | adoption, customer effort, customer experience, customer frustration, customer satisfaction, digital payments, online payments, self-service, user experience
Paying county taxes might be an unavoidable aspect of life, but that doesn’t mean there aren’t benefits to investing in the taxpayer’s experience. Let’s try an experiment: picture your ideal taxpayer. What behaviors do they partake in? What do they never do? How...
by Patty Melton | Mar 25, 2022 | adoption, customer engagement, customer experience, online payment system
For most elected officials, at least on the local level, constituent communications often present a challenge. While communications around collections are critical, many officials don’t want their relationship with residents to begin and end with collecting property...
by Patty Melton | Jan 26, 2022 | customer engagement, digital payments, online payments, user experience
Seventy-three percent of local governments surveyed for a recent InvoiceCloud report confessed that they struggle with late property tax payments every collection cycle. For any tax collectors, treasurers, or other government employees, this probably comes as no...
by Patty Melton | Sep 29, 2021 | adoption, customer experience, digital payments, online payment system, research
In recent years, local governments have been forced to adapt to a wildly changing world, especially as it pertains to sending bills and collecting payments. True, the emergence of COVID-19 accelerated the need for contactless billing and payments, but most...
by Patty Melton | Jun 2, 2021 | adoption, ebpp, online payment system, online payments, self-service
When we talk about “adoption,” we are generally referring to electronic billing and payment adoption or the process of driving customers to make payments online. Online payment adoption for taxes, then, is the process of encourage customers (taxpayers) to use a tax...
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