Situation

Glenbrook assisted a State government looking to develop a more integrated, citizen centric payments strategy. There was enormous complexity across State agencies – diverse tender types and offerings existed simultaneously for both online and offline services as each agency made independent service and payment decisions. The goal of this project was to implement a pilot to demonstrate a centralized payment directory that would drive greater online payment adoption and improve citizen’s overall experience in making payments to the State.

Approach

Glenbrook conducted an operations assessment and worked closely with the various State agencies to identify the unique pain points their citizens encounter making payments to the State. The Glenbrook team followed a phased approach to evaluate current operations and vendor solutions in use by state agencies to receive payments for services such as licensing, registrations, tax filing, collections, fees, etc. In the initial phase, Glenbrook conducted stakeholder interviews, analyzed citizen survey results, and performed a detailed analysis on payment transaction activity across agencies and by vendor. The team then outlined preliminary short-term process improvements and long-term system architecture recommendations, validated recommendations, document technical solution requirements and conducted a gap analysis. Finally, based on areas of common need, as well as agency-specific opportunities, Glenbrook developed a long-term payment strategy for the state, as well as recommendations for the short-term pilot goal.

Impact

Glenbrook provided the client with a long term vision for their future payments strategy that outlined the long-term payment infrastructure required to become best-in-class sector leaders and the organizational changes to establish a payment program that could become a ‘center of excellence’ for payments. The team evaluated prospective vendors, developed a framework for business case analysis, made specific implementation recommendations to achieve short term benefits while pursuing a more flexible and customizable long term payment architecture. The team’s recommendations outlined an approach to electronify an additional 2-3M payment transactions from citizens ($300-400M in payments) while also providing greater tools and resources to further improve citizen engagement.