The Evolution of Integrated Billing and Payment Solutions

Budgetary Constraints Customer Expectations Technology Requirements Employee Knowledge Customer Expectations Technology Requirements Data Security

Evolution of Integrated Solutions TODAY Integration of Services Multiple Channels Drivers: Customer Needs Consumer Demand Acquisition & Expansion Emerging Channels Drivers: Decline in Paper Volumes Additional Revenue Opportunity 2000-2010 BEFORE 2000 Specialization Fewer Channels Drivers: Scale & Efficiency

What is an Integrated Billing & Payment Solution? Dependent on Point of View Customer Utility Vendor

Models of Integration In-House Multiple Vendors Lead Vendor Utility builds solution internally Multiple Vendors Utility outsources functions to different vendors Lead Vendor Lead vendor subcontracts one or more functions File Aggregator Vendor consolidates data from other vendors Full Service Provider Single vendor provides the major presentment and payment functions

Comparison of the Different Models INTEGRATION MODELS In-House Higher N/A Possible Multiple Vendors Lower Higher Possible Lead Vendor Lower Possible File Aggregator Lower Higher Yes Possible Full Service Provider Lower Yes Implementation Ongoing Processing Vendor Management EXPENSES Client Control Simplified File Management Consolidated Reporting Holistic Customer View FEATURES

City of Boone – A Utility Case Study About City of Boone Municipal Water Utility In-House Processing Challenge Handling Peak Volume Absence of Self-Service Tools & Electronic Payments Solution Integrated Bill Presentment & Payments from CDS Global Results High Electronic Adoption Reduced Cost Higher Customer Satisfaction

Integrated Solutions Landscape Marketing Materials Multichannel Campaigns Consolidation of Channels Basic Business Intelligence Multi-Channel Self Service Single Billing File for Paper & Electronic Presentment Personalized Presentment Mobile Optimization Single Purpose Apps QR Codes & Mobile Capture Walk-In Payments Online Banking Leading Edge Functionality Expedited Payments Alternative Payments What’s Next? Sophisticated Campaign Management & Analytics Responsive Web Design Payments Integration w/ 3rd Party Apps Enterprise Communications Robust Business Intelligence Presentment Monetization Resurgence of Color Paperless Adoption Mobile Payment Methods/Channels Reporting Communication Paper Presentment

Takeaways Outsourcing options and solutions are continuously evolving There are several models of integration There are pros and cons of each depending on your organization’s goals and strategy Choosing the right model is important Ask your peers what is working (and not working) for them Talk to a vendor if you have questions

Product Manager – Payment Solutions Dave Fields Product Manager – Payment Solutions CDS Global dfields@cds-global.com