The Total Package: Designing Better Customer Experiences and Simplified Backend Processes

When designing payment processes, governments don't always think about the customer experience, and as a result, paying a bill, or multiple bills, from a government can feel like running the gauntlet. Change is hard, especially in government, so designing and implementing new and improved processes takes a concerted effort. This session will share examples of governments that have modernized how customers pay for core city services, moving from fragmented, department‑specific billing and payment tools to a coherent, resident‑centered payment experience. Learn how you can deliver the total package of policy change, process improvement, and technology upgrades by utilizing thoughtful community engagement and creative marketing practices.