The Top Citizen Billing and Payment Trends of 2021

Experience Better: The CX Podcast

Paying taxes, parking tickets, and fines for overdue library books is not fun. Having to jump through hoops to make those payments really just adds insult to injury! Pile on the fact that consumers enjoy a wealth of digital payment options for almost all other products or services, you can see why citizen frustration is rising and their satisfaction waning.

In fact, KUBRA research found that citizen payment experiences have remained the same or gotten slightly worse in the last two years. This not only shows that there’s lots of room for improvement, but also that government agencies have a long road ahead to make the citizen payment experience even better. In this episode of Experience Better, we sit down with Troy Cope, Government Services at KUBRA, to talk about citizens’ payment experiences, how billing and payment trends differ today from 2019, and the effect of COVID-19 on citizens’ behaviors.