About New York City, Department of Finance
New York City is a global center of finance, culture, technology, entertainment and media, that spans 300 square miles and has a population of nearly 9 million people. It is one of the most culturally diverse cities in the world. The Department of Finance has a number of debt types they collect, including property taxes, parking tickets, and water bills.
Challenges
- New York City (NYC) Department of Finance only offered residents to make in-person payments at the five NYC Finance business centers during set hours
- Residents were required to wait in long lines to make payments in-person for essential services
Results
- 1,900 average monthly parking ticket transactions
- 57% of transactions are made by cash or check
- < 60 second average transaction time
- Nine kiosks across five different locations
- Three different debts available on a single kiosk
Challenge: Insufficient Access to In-Person Payment Options and Long Lines at Payment Centers
The New York City (NYC) Department of Finance had only five NYC Finance business centers available for residents to make in-person payments, which were often plagued by long lines. This meant customers who needed additional assistance had to wait for extended periods of time, creating a negative experience for both residents and staff. The city needed a solution that would expedite the payment process, reduce foot traffic and wait times, and improve the overall experience for residents that pay their bills in person.
Solution: Implementing 9 Accessible Kiosks Across NYC Boroughs as a Modern Self-Service Payment Channel
The NYC Department of Finance initially selected Euna Payments to implement four self-service kiosks that accept payments by cash, card, and check for parking tickets. Due to the success of the kiosk program and the desire to expand accessibility for even more residents, NYC chose to add five more kiosks with even more debt types. Now, NYC residents can pay their parking tickets, water and sewer bills, and property taxes on any of the kiosks located at business centers throughout the five boroughs. The kiosks utilize cloud-based technology that removes the city from PCI scope. In addition, Revenue Management, Euna Payments’ back-office reporting and reconciliation tool, enables staff in the Department of Finance to track, report, and reconcile transactions across all debt and tender types.
Results: Expanding Access Across all 5 Boroughs with Added Flexibility and Shorter Lines
The implementation of the kiosks enables the most financially vulnerable residents to easily make bill payments on their own time by eliminating third-party service fees and reducing wait times at business centers. The kiosk software was designed with an extremely user-friendly interface so NYC residents can navigate through the workflow with ease, freeing staff at the business centers to focus on assisting residents with more complicated transactions.
- 1,900 average monthly parking ticket transactions
- 57% of transactions are made by cash or check
- < 60 second average transaction time
- Nine kiosks across five different locations
- Three different debts available on a single kiosk
The New York City Department of Finance has seen an improved resident experience through the added convenience and flexibility of the kiosks. The kiosks also offer residents easy-to-understand instructions in English and Spanish, and offer staff real-time transaction data for research, reporting, and reconciliation.
Some additional benefits include:
- Reduced foot traffic and lines in business centers
- Customers can make payments without going through business center security
- Staff have more time to focus on customers with complex needs