That’s a wrap: PayIt’s 2025 in review

All of our data this year is pointing in the right direction: higher numbers of resident adoption and reuse, more satisfied customers, and faster launches. As we head into the new year, we want to pause and reflect on what our clients and the PayIt team have accomplished throughout 2025. 

Here is our 2025 year in review: 

Resident experience and engagement consistently improved 

From payments to support requests, resident interactions moved online at an unprecedented pace. These successes underscore how thoughtful digital design improves public service delivery.

1. 72% more residents, from 2024 to 2025, used PayIt to access government services or pay a bill
More online transactions make government agencies more efficient — so they can provide more effective services to residents

2. Only 1% of resident transactions required support, and 97% of resident support requests were resolved by PayIt — without agency involvement
Residents got on with their day faster, and government staff were able to focus on other priorities

3. PayIt’s 2025 NPS scores reached new heights (user experience isn’t just a talking point)
Net Promoter Score (NPS) measures how likely users are to recommend a service. Across PayIt clients, the average NPS landed at 55, a score considered excellent by customer experience standards. A score above 50 reflects strong satisfaction and loyalty.

• The average NPS of PayIt clients was 55 — that’s considered excellent, folks
• Our DMV services hit an NPS score of 50 (most DMVs have an NPS around 10; a score of 50 is exceptional and indicates strong resident advocacy) 

Digital service modernization was successful across sectors

Whether supporting outdoor recreation, property tax collection, or other government  transactions, our partners demonstrated how modern digital services can deliver measurable impact.

4. Conservation agencies are DOING NUMBERS when it comes to modernization

• Mobile hunt/fish license sales increased 14% year-over-year
• In Arkansas, 70% of all license purchases and 97% of all harvest reports were completed digitally

5. When the experience is great, residents adopt it for good
81% of transactions came from returning customers, proving that easy to use = higher reuse

6. Clients had a chart-topping year
Most PayIt clients posted double-digit growth in digital usage — with one property tax client growing a whopping 45% year-over-year

7. We got client solutions live quickly, and set a new speed record for launch
It took us 25 days to stand up an easy-to-use, super secure platform for property tax payments

8. November is a popular month to pay
November 14 was our biggest transaction day of the year (to date) 

Product improvements powered agency success and industry recognition

We invest in the capabilities that matter most to government partners — from security and verification to reporting and resident engagement. Those advancements helped agencies deliver better outcomes.

9. Innovation isn’t a buzzword around here: Over 25 new major product features and enhancements were added
That’s everything from back-office upgrades to remittance reporting, identity and document verification, and geofencing notifications 

10. We continue to push for excellence  
PayIt made the GovTech 100 for the 9th consecutive year

Carrying this momentum into 2026

AI may have dominated public sector discussions in 2025, but looking back, the biggest impacts were made at a community level — focusing on people’s needs and technology specific to an agency’s situation. We’re proud of how our clients push themselves and us to be better every year and thankful for our partnership.

Here’s to some well-deserved rest and relaxation ahead of what is sure to be an exciting and challenging 2026!