Paying it Forward

Paying it Forward

How a digital payment provider helped the Kansas Department of Revenue save time and money

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In 2018, the Kansas Department of Revenue (KDOR), brought on PayIt, a digital payment platform based in Kansas City, Missouri, to launch its first initiative: enhance remote services for Kansans.

PayIt offers a full, end-to-end experience for users, including managing a single, secure profile and payment wallet that also stores transaction history, documents and receipts. Users can set up alerts and keep track of upcoming payment due dates. Valid, digital vehicle registrations are accessed from the user’s iKan application on the road, serving a vital purpose for law enforcement officers while making it simple for users to access their registration.

“We’re always looking for ways to provide more convenience for our citizens, and this is what they’ve come to expect now, especially the younger generation,” says David Harper, the Kansas director of the Division of Vehicles. “They expect to be able to go to their phone to conduct business with our agency, the same as they do with the private sector.”

Since its launch, PayIt’s iKan application, through which these transactions are made, has expanded to processing different types of payments in the state, including property tax payments, as well as processing vehicle registrations, identity credentials and vital records request orders. Additionally, cities across Kansas utilize PayIt’s master state contract to process local transactions, such as real estate taxes, court fines, utilities, permitting, licensing, and title registration. The Department of Health and Environment also processes transactions through PayIt for lead abatement and childcare provider licensing.

More than half of Kansas adults now have a PayIt account and the state has been able to increase online DMV transactions by 66%, saving staff time.

“There are several ways we provide cost savings to the agency, but the biggest is probably through the reduction of office traffic,” says Michael Holland, who leads the PayIt Client Success Team for the KDOR. “When you have fewer people in the office waiting to interact face-to-face, staff is freed up to address other high-priority activities that would otherwise be sidelined.”

Even if a Kansas resident does not have a personal PayIt account, they can still use the majority of the services by going online. Doing so won’t store your information or automatically remind you when payments are due, however, which is the benefit of the app, Holland says.

In addition to saving time for staff, PayIt’s digital government products have led to a decrease in call center volume—at offices as well as with PayIt’s customer support. In fact, PayIt reported a 55% decrease in support requests from 2020 to 2022.

“One of the many positives about working with PayIt has been the constant communication between us and their accessibility when it comes to discussing new ideas,” Harper says. “Partnerships between the public and private sector can be challenging because of available resources, but with PayIt, we have a weekly check-in call and always know what’s going on.”

PayIt has made a huge impact on the state over the past five years, he adds, and Kansas is continuing to look at what other services to add to the iKan app.

“We’re excited to see how our relationship progresses,” Harper says.

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