Better payment journeys for every citizen
Glider gives citizens a clear, consistent path to pay, from the day a fee or rates notice arrives to the moment they need help catching up. Less chasing for your team. Fewer late payments. A better customer experience.
Hi Chris, your fee of $486.20 is due 15 Jun.
Pay now: pay.council.gov.au /g291
Notice 4471-2903
$486.20
Due 15 Jun 2025
Payment received
Citizens expect paying government bills to be as easy as everything else they pay
Paying for a subscription, buying shoes online, or booking a ride is usually quick and easy. Paying a government bill or fee is often still slow, a login, a phone call, or a letter in the mail. The result: more calls, more arrears, and more manual follow-up for your team.
Up to 88% of state government fees and charges are still paid manually rather than by automatic payment.
Your team is chasing manually, at a cost
Every notice that isn't paid automatically becomes a call, an email, or a manual follow-up task. Your best people spend their time on work that should run itself.
Your channels don't talk to each other
Citizens get a different experience depending on how they engage. Inconsistency across SMS, contact centre, and web creates confusion, and missed payments.
Payments and reconciliation live in different systems
A payment taken in one system often has to be manually re-entered into another to reconcile. Every handoff like that is a chance for errors, delays, and extra work for your finance team.
The payment journey, built for how citizens actually pay
Glider sits between your billing and other related systems, and your citizens. It connects the payment request and reminders, the checkout, and the payment method into one consistent experience, across every channel, without replacing what you already run.
THE CITIZEN WHO JUST NEEDS A NUDGE
A reminder, not a formal notice.
A rates notice or fee goes unpaid past the due date. The citizen gets a personalised SMS with what's owed and a link straight to a branded checkout. They pay in a few taps, using their preferred method. No portal login, no call to your office.
THE CITIZEN WHO CAN'T PAY IN FULL
A payment plan, not a hardship form.
A citizen is short this quarter. The reminder carries a payment plan option built in. They set up an arrangement that fits their situation in a few taps, no phone call required.
THE CITIZEN WHO CALLS YOUR OFFICE
Paid on the call, not after it.
A citizen phones to sort out a fee or rates balance. The agent sends a secure payment link mid-call. The citizen pays on their own device, on their own terms. The call ends with the balance cleared, no card details read aloud, no PCI exposure.
Glider already supports payment facilitation for more than 20 Australian Government agencies.
Designed for the teams that manage government payments
Revenue & rates teams
Reduce overdue balances and give citizens clearer, more consistent paths to pay.
Customer experience teams
Create consistent, respectful payment experiences across reminders, service interactions, and hardship pathways.
Contact centre teams
Reduce payment-related calls and give staff secure tools to help citizens pay without handling card data.
Digital teams
Add modern payment journeys without rebuilding your citizen portal or replacing core billing or rating systems.
Finance & compliance teams
Improve visibility across payment behaviour, recovery performance, and audit-ready compliance.
Community & support teams
Make payment plans easier for citizens to find and use, reducing reliance on manual processes to arrange one.
Five stages. One connected journey.
From the moment a fee or rates notice is issued to the moment a citizen is set up for the next cycle, Glider connects the payment experience at every stage.
01
Register & Set Up
02
Notice & Inform
03
Remind & Prevent
04
Support & Recover
05
Retain & Set Up
One citizen. One possible path.
Every citizen behaves differently. This example shows how Glider helps a citizen who simply forgot to pay, preventing escalation before it happens.
Chris runs a small delivery business, covering routes across Perth's northern suburbs six days a week. Between drop-offs, paperwork is the last thing on his mind. A parking infringement notice from a delivery-zone violation had been sitting unpaid for eleven days. Not because he's avoiding paying, but because it was too manual and too hard.
Chris · Tuesday morning
Tuesday, 9:14 AM
A reminder arrives at the right moment
Eleven days after the infringement notice was issued, Chris gets a short SMS from the state fines agency. It's personalised — his name, the notice number, the amount due. There's a link. No login required.
Tuesday, 9:15 AM
He pays in two taps
Chris taps the link between deliveries. He sees the notice summary in a branded checkout and selects his card. The payment goes through instantly.
Tuesday, 9:15 AM
Instant confirmation
A receipt lands in his inbox. The agency's systems update in real time. No follow-up notice gets posted. No call gets logged with the contact centre.
One well-timed interaction replaces a follow-up notice, a phone call, and weeks of avoidable follow-up. Across thousands of citizens, the impact compounds.
Proven outcomes, at scale
Results from Glider-supported billing and payment programs.
+20%
Uplift in on-time payments
30%+
Reduction in cost to collect
15%+
Reduction in bad debt
50,000+
Fewer contact centre calls per month
<3%
Inbound calls per reminder, down from ~10%
Results based on Glider-supported billing and payment programs. Outcomes vary by organisation, journey design, and customer base.
How a government department modernised payment collection without adding headcount
An Australian Government department needed a faster, more secure way for staff to take payments from people, without adding headcount or compromising compliance. Agent-assisted payments went live within days of first contact, letting staff send secure payment requests by SMS or email instead of handling card details directly. The department has since expanded to self-serve payment plans to keep accounts on track.
Works with the systems you already run
Glider connects to your existing billing or rating system, contact centre platform, and payment gateway, whatever you already run. No rip and replace. Live in weeks, not quarters.
Two ways to take this further
Not sure where to start?
Take the free Billing Experience Maturity self-assessment, a quick 6-question benchmark against four maturity stages, with a guide to help you close the gaps.
See the payment journey in action
A 30-minute walkthrough of how Glider works across the payment journey, and a conversation about where it could help reduce the pain points you're facing today.