PayIt Releases Annual Digital Government Adoption Index Report

New study reveals a shift to the second wave of digital government service delivery, Government Customer Experience 2.0

Kansas City, Missouri, March 6, 2024PayIt, the leader in digital customer experience solutions with integrated payments for state, local, and provincial governments, is pleased to announce the release of its annual Digital Government Adoption Index report. Conducted in partnership with The Harris Poll, the study surveyed 2000+ consumers and 600 government leaders across North America and explores the reality on the ground, in agencies, and among the residents they serve, to better understand the path to Government Customer Experience (CX) 2.0.

“We hoped to understand the impact of modernization efforts thus far and examine where digital government is going in the future,” said Kelly Davis-Felner, chief marketing officer at PayIt. “We found that government leaders are setting their sights on improving the digital experience to better drive adoption of digital channels. We call this next wave of modernization ‘Government Customer Experience 2.0’.”

Key insights from the study include:

  • Expanded adoption of digital government is a priority. Today, on average, 51% of resident payments are collected online but respondents are targeting, on average, 65% of payments to be made digitally in the next 1-2 years. And 37% of respondents want to see more than three-quarters of payments online.
  • Both agency efficiency and resident satisfaction are driving the push to improve digital government. “Increasing agency efficiency to save money” and “improving the resident experience” were tied as the most frequently sought outcomes from upgrading or adding a digital CX and payments platform.
  • Digital government services can be clunky. Nearly two-thirds (64%) of consumers who used a digital government channel cited at least one challenge in the process, pointing towards the opportunity for government leaders to continue to improve the end-user experience to maximize digital adoption.
  • A better resident experience improves the agency’s reputation. When people have a good experience using digital channels to interact with the government, 71% are likely to recommend the service to others, and 47% will trust the agency more.

Read the 2024 PayIt Digital Government Adoption Index for more.

This survey was conducted online within the United States and Canada by The Harris Poll on behalf of PayIt from September-December, 2023, among 2,009 adults ages 18 and older who have previously made a payment to the government and among 611 managerial-level government employees who have technical input into payment systems.


About PayIt

PayIt enables state and local government agencies to deliver a great resident payments experience that accelerates the shift to digital. Agencies choose PayIt to better achieve their mission through improved operational efficiency, customer support, and resident satisfaction. Our solutions span property tax, courts, utilities, DMV, outdoors, and more. PayIt provides a single resident profile across agencies and jurisdictions, integrates into back-office and adjacent systems, and our team helps clients drive adoption of digital channels. Serving more than 100 million residents in North America, we have received awards from Fast Company and StateScoop, and have been listed in the GovTech 100 for 8 years and counting.

PayIt: Smarter for government. Easier for everyone.

Media Contact

Cara Schwartzkopf

Marketing Communications Manager


[email protected]

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