Easier for Everyone: Resident Experience

Agency efficiency starts with a great resident experience

Provide a secure, modern, and comprehensive account experience for your residents. Show them what they need to pay and when. Allow them to easily complete transactions and store documents and receipts.

Having an online payment page is not enough

Most government payment pages are bolted on as an afterthought. They’re clunky and confusing. A great resident experience enables you to grow digital adoption, reduce support interactions, and help residents find what they need — even across agencies and jurisdictions.

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Digital adoption has enabled us to reallocate staff and budget to higher-complexity work instead of payment processing. The operational efficiencies and savings created enough surplus for us to cover transaction fees.

Maria Walls
Treasurer Beaufort County, South Carolina

Smart Guide: Help residents find any service

Government services and websites can be pretty complicated. But residents don’t want to worry about those details. They want to get their transaction done and get on with their day.

Our AI-powered Smart Guide cuts through the complexity of government websites, making it easy for residents to find what they are looking for using natural language queries like “where do I get a radon detection kit?” or “how do I set up water and trash at my new apartment?”

Smart Guide reduces calls to your office. In Anoka County, MN, resident support inquiries dropped 30% in the first quarter Smart Guide was live.

Designed for real people. Configured for your business rules.

PayIt designs our software with the human at the center. That means we research how people use government software, how they expect things to work, and where they get stuck. Then we build our user experience based on those findings, configured around your agency’s business rules.

Our research doesn’t stop when your solution is live — we continuously monitor usage patterns and drop-off points to find out what’s going smoothly and what’s confusing people. So residents have an experience that’s easy, quick, and trustworthy — and they adopt the digital channel for once and for all.

Smart Workflows: Easier for residents, more accurate for your team

Residents have increasingly come to expect a “you know me” experience when they come to interact with a government service. Repeatedly filling out information they have already provided is frustrating. And when they have to interrupt their process to find and submit documentation that is already available online, the experience gets even worse.

AI-powered Smart Workflows takes the user’s context, account data, and publicly-available data sets to streamline the process of accessing government service and make it easy for the resident to get their business done. Fields are automatically populated, next best actions are recommended, and a feedback loop flags incomplete or incorrect information. And when the resident hits submit, your team receives accurate and complete information.

Smart Workflows helps customers move through forms and applications faster. This is an image of a person typing at a computer with a visualization of automatically-completed elements of the form she is submitting.

All-in-one account

Any PayIt government service can be applied for, managed, and stored in the resident’s account. Instead of visiting siloed websites for individual services, residents get a profile with a single login, complete transaction history, receipts, documents, licenses, and upcoming bills — complete with dynamic reminders and quick-action navigation. That means fewer support requests — freeing up agency staff for more important work.

Built-in adoption for new services

Ours is the only government profile and wallet that moves with residents across agencies and jurisdictions. If your state, municipality, or other jurisdiction is already using PayIt, you gain a built-in user base since the same profile may be logged into to process any other service. This means your residents can find services from vehicle registrations to utilities and property taxes all in one place — and you benefit from built-in users just waiting to interact with you online.

9 million resident accounts created in North Carolina
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The experience provided by PayIt has resulted in substantial collection of tax revenue by the Trustee’s office. Our users can handle their properties in one place, and we can collect payments with ease.

Joseph Lee
Director of Remittance Shelby County Trustee, Tennessee
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Frequently Asked
Questions

Everything your agency needs to know about the PayIt platform, security, and procurement.

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PayIt’s resident experience is a secure digital platform that shows residents what they need to pay and when, lets them complete government transactions in a few steps, and stores their documents and receipts in one place. It is built around the resident first, then configured to each agency’s business rules.

PayIt includes an AI-powered Smart Guide that lets residents search government services in plain language, such as “where do I get a radon detection kit?” or “how do I set up water and trash at my new apartment?” It cuts through complex government websites and points residents to the right transaction quickly.

Smart Workflows uses a resident’s context, account data, and publicly available data to streamline government transactions. Fields fill in automatically, the system recommends next best actions, and a feedback loop flags missing or incorrect information. When the resident submits, the agency receives complete, accurate information.

A PayIt account gives each resident a single profile and login to apply for, manage, and store any PayIt government service. It holds full transaction history, receipts, documents, licenses, and upcoming bills, with reminders and quick-action navigation, so residents access services in one place instead of separate agency websites.

Yes. A single PayIt profile moves with residents across agencies, municipalities, and states. If a resident already has an account for one service, they can log in to that same account to handle others, from vehicle registration to utilities and property taxes.

PayIt is designed resident-first to drive adoption. It researches how people use government software, builds the experience around those findings, and keeps monitoring usage and dropoff points after launch. Residents get an experience that is easy, quick, and trustworthy, so more of them choose the digital channel and keep using it.

By giving residents one clear place to find services, complete transactions, and access their own receipts and documents, PayIt reduces the questions that drive support requests. Fewer support interactions free agency staff to focus on higher-value work.

Many government payment options are added to existing software as an afterthought, which makes them clunky and confusing. PayIt is built as a complete resident experience, so residents can find services, complete transactions, and store records in one secure place, and agencies see higher digital adoption and fewer support calls.

PayIt uses human-centered design. The team researches how people actually use government software, where they get stuck, and what they expect, then builds and continually refines the experience based on that research. The result is a service residents find easy, quick, and trustworthy.

PayIt serves more than 150 million residents across North America. In North Carolina alone, residents have created 9 million PayIt accounts.

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