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Better together: Tech partnership helps propel Grand Rapids’ digital transformation
Solutions deployed
A new standard for resident services
When the City of Grand Rapids partnered with PayIt in 2017, they sought a solution that went beyond mere payment processing. Their vision was clear: The City needed a digital platform that could help residents handle their transactions with ease, providing flexibility in how, when, and where payments were made. For City Treasurer John Globensky, this meant finding a partner who shared his commitment to innovation, accessibility, and community engagement.
“PayIt is more than just a solution,” said Globensky.“ (They) bring professionals with energy, with focus, with can-do attitudes that bleed into my organization.” With PayIt, the City of Grand Rapids gained a collaborative partner focused on evolving city services.
Modern solutions for a better customer experience
The City aimed to improve resident satisfaction and access, reduce long lines at City Hall, and eliminate barriers to timely payment. To bring this vision to life, Grand Rapids launched GR PayIt in 2017, rolling out digital solutions for property tax, water payments, refuse, and parking tickets. Since then, the City has continued to move forward with new functionalities over the years.
Grand Rapids has benefited from PayIt’s customer engagement features, leveraging billing envelopes, parking ticket reminders, and QR codes to drive engagement. “As people get accustomed to the way we do business, they’re like, ‘I love this. This is easy,’” said Globensky. Residents benefit from flexible options such as monthly payments and automated payment setups, enabling them to better manage finances and avoid late fees.
In 2024:
A resident-driven platform yields results
The impact of the partnership between Grand Rapids and PayIt has been significant. In 2024, Grand Rapids collected about $147,000,000, a 320% increase since first launching with PayIt in August 2017.
Grand Rapids’ success demonstrates how a resident-centric approach can drive operational efficiency and increased satisfaction. With this foundation, PayIt and Grand Rapids continue to look toward future advancements. As new functionalities become available, the City plans to further enhance its digital service offerings, meeting the evolving needs of residents while reinforcing their commitment to accessibility and ease of use.
“PayIt is more than just a solution. (They) bring professionals with energy, with focus, with can-do attitudes that bleed into my organization.”
Long-term strategy
For the City of Grand Rapids, the journey with PayIt is a testament to the impact of a trusted partnership. Together, we are helping to shape a blueprint for the future of digital government — one that is responsive, inclusive, and built around the community’s needs.
