Embracing the Future: How Municipalities Are Catering to Multilingual Citizens and Evolving Communication Preferences


The realm of payments is undergoing a significant transformation, influenced by emerging technologies and evolving consumer preferences. These trends are not only revolutionizing the way transactions occur but also impacting municipalities and their financial operations. Several payment trends are reshaping the landscape of municipalities, with a particular focus on multilingualism, communication preferences via text and email, along with the importance of citizen notifications.

Multilingual Citizen Engagement

In today’s diverse society, municipalities are recognizing the importance of catering to multilingual citizens and providing inclusive payment options. According to the most recent US Census report, almost 66 million people speak a language that is not English at home; which is around 21.6% of the population. This statistic underscores the growing need for governments to accommodate citizens who speak languages other than the official or dominant language within the municipality.
To address this demand, forward-thinking municipalities are implementing multilingual payment systems and platforms. These solutions offer user interfaces and customer support in multiple languages, enabling citizens to conduct transactions in their preferred language. By embracing multilingual payment options, municipalities foster inclusivity, enhance citizen satisfaction, and streamline the payment process for individuals from diverse linguistic backgrounds.

Preferences for Text and Email Communication

As communication methods evolve, citizens’ preferences for interacting with municipal governments are shifting towards digital channels such as text and email. When asked what’s most important when connecting with a business, 31% of consumers said they want options to communicate.
66% of consumers would like to receive service notifications via text, but only 23% of businesses comply. This statistic emphasizes the significance of embracing digital communication channels to engage with citizens effectively.

By adopting text and email as primary communication channels, municipalities can provide timely updates, payment reminders, and notifications regarding important matters. This approach not only saves time and resources, but also aligns with citizens’ preferences for convenient and instant communication. Furthermore, leveraging digital communication channels allows municipalities to automate certain processes, improving operational efficiency and reducing the potential for errors associated with manual interventions.


The landscape of payments is experiencing a transformative shift, and municipalities must adapt to meet the evolving needs of their citizens.
As a leader in the government payment space, Paya, a Nuvei Company understands your needs. Our innovative customer engagement and payments platform provides multilingual dashboard capabilities, communication options, Text & Pay, and much more to help municipalities and government agencies navigate the changing payment landscape. Contact one of our payment experts to learn more.