Massachusetts CARES: These towns are making in-person payments safe and easy in a pandemic

Towns in Massachusetts are launching technology solutions to better serve their walk-in customers and keep staff and residents safe — because in-person payments still matter in a pandemic. The towns have introduced self-service payment kiosks that allow customers to pay by cash, card, and check 24/7 when it’s convenient for them. Cloud-based software keeps customer records up to date in real time, even for payments made after business hours.

The towns were allotted federal CARES Act funding to implement the kiosks, since they eliminate person-to-person contact during the pandemic. By making it easier for all customers to pay, these local governments are also ensuring crucial revenue continuity even if municipal buildings close or reduce hours.

The kiosks will support locals in the long-term because they:

  • Extend business hours for people to pay in person with cash, check, and credit and debit cards 
  • Provide a free way for customers to pay necessary bills without service fees
  • Eliminate lines and foot traffic since transaction times are under a minute on average
  • Enable self-service, in-person payments even when municipal buildings are closed, with immediate payment confirmation by printed, texted, or emailed receipts
  • Help town staff support customers and manage revenue with real-time transaction data, even if they work remotely

In a pandemic, no-contact kiosk technology is filling a crucial need to support walk-in customers while keeping both customers and staff safe. Read their stories below.

Did you know: The deadline for local governments to use federal CARES Act funds has been extended to the end of 2021.


Andover introduces walk-in card payments, free check and cash 

The Town of Andover, MA, is introducing a new indoor payment kiosk for customers to pay property taxes and utility bills.

The technology will introduce the option for customers to pay in person using credit and debit cards, which are currently not accepted for walk-in customers paying with a cashier. Customers will also be able to pay on the kiosk using cash and check for free, with no service fees. The kiosk will be located at the Andover Town House (Old Town Hall), 20 Main St., Andover, MA.

“As we gear up for property tax season, we wanted a solution that would enable customers to safely pay their bills in person,” said Michael Morse, Treasurer/Collector for the Town of Andover. “The CityBase kiosk technology will alleviate foot traffic by offering people a fast way to pay straightforward bills without waiting for a cashier, and still get a receipt for their records. It’s also allowing us to take credit cards in person for the first time and eliminating Andover’s PCI security scope for card payments.” 


Marshfield residents can pay for property taxes, water bills, parking tickets, and more on no-contact kiosk

Read the announcement →

The Town of Marshfield, MA, offers its residents and visitors the opportunity to pay bills in person using new secure, self-service kiosk technology. The outdoor kiosk provides 24/7 service at Marshfield Town Hall, 870 Moraine Street, Marshfield, MA, where people can pay by cash, check, and credit and debit cards.

“We’re always looking for new ways to make our services more convenient for Marshfield residents, especially in these unique times,” said Patrick Dello Russo Jr., director of finance of the town of Marshfield. “We chose CityBase because their payment technology is fast and intuitive for residents to use, and it streamlines back-office processes so our staff can focus on supporting the people of Marshfield.”

Marshfield customers can use the kiosk to pay for parking tickets, personal property taxes, water/sewer/trash utility bills, real estate taxes, marriage licenses, birth certificates, dog licenses, beach stickers, mooring fees, liquor licenses, excise and boat excise taxes, and other fees. 

Marshfield customers can easily look up their bill to pay their full balance or another amount. Kiosk payments are enabled by a cloud-based solution that integrates to Zobrio, the Town’s underlying financial management platform, and Softright, the Town’s billing system. The integrated technology allows Marshfield to have a completely automated reconciliation process with the Treasury and all underlying departments.

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