GR PayIt continues to improve convenience and access for Grand Rapids residents

GRAND RAPIDS, Mich. – The City of Grand Rapids’ GR PayIt platform continues to demonstrate strong adoption and measurable improvements in customer service, accessibility and operational efficiency —advancing key values in the City’s Strategic Plan, including accountability, collaboration, customer service, equity, innovation and sustainability.

Launched on August 30, 2017, GR PayIt consolidated multiple payment systems into a single secure platform. As the platform approaches $1 billion in total payments processed, digital adoption has already reduced walk‑in visits at City Hall by more than 65 percent, allowing staff to better serve residents who prefer or need in‑person assistance while making routine transactions substantially easier for others.

“Our goal was to meet residents where they are, on the device they prefer, when they want and in the way that’s most convenient for them,” said Globensky. “That customer‑focused philosophy became the foundation of our digital front door.”

Today, roughly 85 percent of property tax, water, refuse, and parking payments are made electronically. Features such as paperless billing, AutoPay, QR‑code ticket payments and timely digital reminders reflect the Strategic Plan’s emphasis on innovation, equitable access and excellent customer service. Sustainability gains also continue through reduced paper, postage and vehicle trips.

The City earned national recognition in 2025 when the Government Finance Officers Association presented Grand Rapids with its Award for Excellence in Government Finance. Resident surveys also consistently show high satisfaction with GR PayIt’s ease of use and reliability.

As Grand Rapids approaches the $1 billion milestone, Globensky emphasized that the achievement reflects years of collaboration, innovation and responsiveness to resident needs. He said that moving forward, his office will continue to explore solutions that are user‑friendly, safe, secure, and aligned with what the community values and prefers – ensuring digital services remain accessible, reliable and supportive of the City’s values and strategic goals.

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