The challenge
Switching payment vendors is a risk decision, not a technology decision. A finance office that changes providers mid-year owns every consequence of a bad transition.
The deliberation was long precisely because the downside was concentrated: resident-facing disruption, reconciliation gaps, and a period where nobody trusts the numbers.
The approach
Implementation was sequenced so the existing channel remained available until the replacement was tested and staff were trained.
Government Window's team handled the integration work to the city's back-office system, keeping the burden off city IT.
Support was established as a direct line rather than a tiered escalation, so post-launch issues reach someone who can resolve them.
The results
The transition was described by the city's CFO as smooth and quick — the specific risk the office had spent months weighing.
Issues raised after go-live are typically handled within hours by the customer service team.
The office's summary of the experience is the sentence every vendor wants and few earn: it should have happened sooner.