PayIt employees will share their insights in this series written by our teammates — showcasing the talent, expertise, and positive attitude that each PayIt employee brings to the company. This post contribution is from Theckla Spainhower, a Government Relations Director at PayIt.

When you start working in state and local government as a teenager and don’t leave for many years (exact number redacted for my vanity), you develop a deep understanding of the challenges public servants face. Many of my closest family, friends, and colleagues are still in government, and I hear their struggles firsthand every day. In my current role, I have the privilege of meeting even more public servants and hearing their stories.

No matter the level of government or location, the same challenges come up over and over again

• Limited time and funding
• Employees are stretched thin, trying to balance competing demands
• Burnout from handling calls and in-person visits without enough resources
• Being asked to do more with less every day
• Facing roadblocks when trying to implement change
• Struggling to cut through the noise and find the right partners and solutions

I remember what it was like to be on the phone with one frustrated constituent while six more people stood at my desk, all needing help. There was never enough time to address every concern, optimize processes, or take a step back to think about long-term improvements.

And yet, there’s a common misconception that government is resistant to change. The truth is, most public servants want to innovate and improve services for their communities — but they’re often met with bureaucratic hurdles, outdated technology, and limited support.

Government employees are some of the most dedicated, resourceful professionals I know. Every day, they navigate limited budgets, outdated systems, and growing demands — all while working to serve their communities.

The good news? There are ways to ease these challenges. By streamlining workflows, reducing administrative burdens, and making digital services more accessible, agencies can free up time to focus on what really matters: people.

If you’re looking for inspiration, many governments are finding success internally by:

• Leveraging cross-agency collaboration to share resources and solutions
• Automating repetitive tasks to reduce staff workload and improve response times
• Reevaluating legacy processes to identify quick wins for efficiency

At PayIt, we partner with governments to remove friction and deliver better experiences for both employees and residents. But whether or not you work with us, the goal remains the same: Find better ways to serve your communities while making work more manageable.

If you’ve implemented a solution that’s helped your agency save time or improve services, I’d love to hear about it. Let’s continue the conversation and share what’s working.