1. Engaging Consumers Through Mobile
Utility Payment Conference
October 23, 2014
Brandon Goldman
Strategic Partnerships
Laurie Foreman
Manager, Customer Service

2. 1 2 3 Why are mobile payments important? What do consumers want?
Agenda 1
Why are mobile payments important? 2
What do consumers want? 3
Arlington Water’s mobile approach

3. You have a hard job 9 minutes Average time
In past 12 months, how much time did you spend interacting with a representative of your electricity provider? (over the phone, , home, in- store).
Source: Accenture end-consumer observatory 2012

4. With consumers, you play on their turf

5. Mobile is platform shift
Stunning rise in mobile traffic

6. To stay relevant, you must go to the customer

7. Mobile Payments Growth
PayPal is a good barometer

8. Mobile Payments in the Mainstream
14%
Mobile in-store transactions
Mobile payments account for 14% of in-store transactions in the US

9. Mobile payment catalysts?

10. 16 Billion $4.3 Trillion 10 bills per month
Bill Payment Market
16 Billion
$4.3 Trillion
10 bills per month

11. State of Bill Payment
Online dominates but still too much mail and in-person
Online 7,485 46%
Mail 3,428 21%
Direct Debit 2,750 17%
In-Person 1,519 9%
Phone %
Mobile %
Total 16, %
Source: How Americans Pay Bills, Aite Group Sept 2013

12. Consumer’s financial state of mind

13. This doesn’t solve the problem

14. Consumers moving away from bank bill pay
Banks going down
Billers going up
Why banks are loosing ground:
Their products aren’t easy to use
Bill presentment is clunky at best
Can’t pay how I want to pay
Source: How Americans Pay Bills, Aite Group Sept 2013

15. 70% of Millennials say that in 5 years, the way we pay for things will be totally different
Banks going down
Billers going up
Why banks are loosing ground:
Their products aren’t easy to use
Bill presentment is clunky at best
Can’t pay how I want to pay
Source: Millennial Disruption Index, 2014

16. Mobile Bill Payment Growth
Mobile bill pay poised to be next major consumer channel
Source: Sixth Annual Billing Household Survey, Fiserv Inc., 2013

17. Why consumers like mobile bill payment
Source: Sixth Annual Billing Household Survey, Fiserv Inc., 2013

18. Mobile is more than payments
Bill reminders
Statement delivery & storage
Communications & marketing

19. Build Buy Partner Mobile payment options?
We’re going to build our own from scratch
We’re going to buy software and customize
We’re going partner with a mobile company

20. City of Arlington, TX Water Utilities
Serves over 380,000 people with safe and clean water in Arlington, TX
Primarily residential and small commercial customer base
Home of the Cowboys and Rangers

21. Arlington’s Business Motivations
Improve customer experience
Mobile is the future
Cost savings

22. Partnership Minimized Risk
City of Arlington, TX

23. In-Depth Money and Bills
Everything at a Glance
Bills to Pay
Notifications & Alerts

24. Account Details Account info updated daily Integrated payment
City of Arlington, TX
Account info updated daily
Integrated payment
Bill history & PDFs
Enhanced content

25. Marketing & Comms

26. Marketing & Comms

27. Mobile Results
50X
Increase in number of Arlington customers using Check over 8 weeks
# of Arlington Customers

28. Final questions What’s your company’s mobile payment strategy?
How can you use mobile billing and payments to achieve marketing and communications goals?
Who’s turf are you going to play on?

29. Thank You! Brandon Goldman Strategic Partnershipsm
Laurie Foreman
Manager, Customer Service
Utility Payment Conference
October 23, 2014