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Like many municipal utilities, the City of Concord in North Carolina was increasingly pressured to seek new ways of supporting its customers during the COVID-19 pandemic. The city had originally planned to adopt new technology at a slower pace; however, due to the circumstances in 2020, Concord needed to innovate as quickly as possible to address these new challenges.

The City of Concord serves a population of approximately 110,000 and issues over 55,000 bills a month. Despite online banking being a barrier to some, they needed to provide customers with a way to pay bills without face-to-face engagement with customer service personnel.