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PaymentExpress® has launched Data Insights, a new Business Intelligence tool designed to give clients greater visibility into their payment data. With interactive dashboards covering transaction volume, in-person and contactless payments, and e-check returns, the tool helps organizations uncover trends, improve operations, and drive data-informed decision making.

This interview with John Power, Alachua County Tax Collector, explores the modernization of government services. He discusses the evolution of technology in his office, driven by the core belief that customer service is the primary product and that online interactions should have a "personal touch." Mr. Power also explains how the pandemic accelerated the adoption of online services and how his office now uses data analysis to empower employees and improve the customer experience.

In this interview, San Francisco Treasurer José Cisneros shares how his office responded to the COVID-19 pandemic's profound effect on taxpayers. He explains how his staff worked with government leaders to change tax deadlines and communication plans, allowing people to submit payments safely and on time. Mr. Cisneros also details how a data-driven approach is helping his office become more responsive to citizens and begin addressing social and financial inequalities.

This interview features Nancy Millan, Tax Collector for Hillsborough County, who discusses how the pandemic forced her office to evaluate antiquated processes and "reinvent" how they do business. She explains that moving services online was not only to keep customers safe but also to meet the growing expectation for a convenient, "Amazon Experience" from government. Nancy shares her perspective on how consistent digital communication, Artificial Intelligence, and ubiquitous technologies like QR codes all support her goal of delivering services that are simple, convenient, and secure.

This interview features Mike Baca, CIO for the New Mexico Tax and Revenue Department, who discusses the "true paradigm shift" his department underwent during the pandemic. He explains how the need to keep citizens and employees safe was the catalyst for a revolutionized approach to delivering government services online. Mike also shares his perspective on what quality customer service looks like in government and the critical importance of data security.

In this episode, we speak with John Ewing, Treasurer for Douglas County, Nebraska, about his office's proactive approach to modernization. Having already moved many services online before the pandemic, his team was well-prepared for the transition but continued to focus on making services faster, safer, and more accessible. John explains how his office utilizes direct feedback from the community to implement efficiencies that align with what residents want and need.

This article introduces "Official Insights: Modernizing Government," a new seven-part interview series on how government offices are adapting to modern challenges. The series explores innovative approaches to payment services, the value of data analytics, and how technology is shaping the future of customer service. The first episode features Noelle Branning, Tax Collector for Lee County, Florida, who was elected in 2020. She discusses how moving services online and exploring new engagement opportunities helped her office maintain a culture of great customer service during the pandemic.

This whitepaper details the rapid acceleration of contactless payment adoption in the U.S., a trend driven by new payer behaviors that emerged in 2020. It explains how Grant Street Group responded by engineering a truly "touch-free" checkout experience for its PaymentExpress platform, eliminating any need for payers to physically touch a terminal. The paper highlights a resulting 3,400% increase in contactless usage among Grant Street's government clients, demonstrating the success and demand for safer, more efficient payment solutions.