An Award-Winning Utility Expands Payment Offerings While Reducing Costs

THE OPPORTUNITY

City of Tallahassee Utilities faced familiar challenges to utility providers serving diverse populations. Its legacy billing and payment solution limited the ability to deliver innovation and payment choice to a customer base that includes everyone from college students and young professionals to the elderly and cash-preferred.

City of Tallahassee Utilities is responsible for serving the electric, water, natural gas and waste management needs of a population whose bill pay preferences are as varied as the city’s demographics. To continue its award-winning legacy of service and drive greater adoption of its Smart Bills (i.e., electronic bills), the utility embarked on a modernization plan that would upgrade its electronic bill presentment and payment (EBPP) platform, customer information system (CIS), meter data management, middleware and web self-service – all at the same time.

THE SOLUTION

The project was a collaborative effort aimed at helping City of Tallahassee Utilities achieve its goals of adding a new CIS, moving beyond its legacy EBPP platform and maximizing its investment in billing and payment modernization. This major overhaul would enable the utility to increase its payment options and increase satisfaction among Tallahassee’s diverse population.

After an exhaustive search and vetting process, Tallahassee Utilities selected Paymentus due to its billing and payment solution’s expansive capabilities in helping customers pay how, when and where they want, as well as Paymentus’ ability to integrate with Tallahassee Utilities’ new utility customer information system. Paymentus was also recommended for its ability to facilitate various aspects of the project management process.

THE RESULTS

In the winter of 2023, City of Tallahassee Utilities launched its revamped online billing, payment and account management system. The new system now featured expanded payment options in the form of digital wallets (PayPal, PayPal Credit, Venmo) and in-store Walmart Bill Pay (WMBP) – each key in meeting the expectations of the utility’s younger consumers and the cash-preferred.

The combined growth of new digital payment methods, coupled with the adoption of Smart Bills (complemented by a decrease in paper), has given the utility a host of ways to save on its billing and payment processes while meeting the needs of its customers.

In particular, the inclusion of Walmart Bill Pay was a game-changer for City of Tallahassee Utilities in how it serves cash-preferred residents. WMBP allows residents to pay their utility bills in cash at local Walmart stores. Through this, the utility has effectively expanded its footprint and payment hours without the cost of adding staff or office hours at their own locations.

By building a holistic, inclusive billing and payment solution, City of Tallahassee Utilities can now meet its entire customer base where customers want. The rapid adoption of digital wallets and Walmart Bill Pay has met the utility’s initial goals while also building a foundation for future adoption growth.