GR PayIt continues to improve convenience and access for Grand Rapids residents

PayIt’s long-time customer, Grand Rapids, Michigan, is approaching a milestone of $1 billion in revenue collected through GR PayIt. GR PayIt continues to demonstrate strong adoption and measurable improvements in customer service, accessibility, and operational efficiency — advancing key values in the City’s Strategic Plan, including accountability, collaboration, customer service, equity, innovation, and sustainability.

We launched the platform in 2017, which brings property tax, water, refuse, and parking payments into one system. Nearly nine years later, about 85% of those payments now happen electronically, supported by paperless billing, AutoPay, and QR-code ticket payments. Digital adoption has cut walk-in visits at City Hall by more than 65%, allowing staff to better serve residents who prefer or need in‑person assistance while making routine transactions substantially easier for others. Additionally, sustainability gains continue through reduced paper, postage, and vehicle trips.

“Our goal was to meet residents where they are, on the device they prefer, when they want and in the way that’s most convenient for them,” said John Globensky, Treasurer for the City of Grand Rapids. “That customer-focused philosophy became the foundation of our digital front door.”

Grand Rapids won the Government Finance Officers Association (GFOA) 2025 Award for Excellence in Government Finance for this work, and resident surveys continue to show high satisfaction with the platform’s ease of use and reliability.

The full press release can be found on Grand Rapids’ website.