DivDat’s nearly 50 year history of growth and progress has been centered on Quality and Continuous Process Improvement programs and procedures proprietary to DivDat. We conducted user focus groups before deploying the kiosks for payment of tax bills and water bills to understand user needs and biller data and communication requirements. In addition, DivDat conducted “deep dive” interviews with select users and billers to understand their preferred functionality, likes and desires in using the kiosks.