1. Leveraging Technology to Achieve Operational Excellence
Presented by:
Brian Grillo – Regional Sales Director, Paymentus Corporation
Vernon Bracey– Vice President, York Water Company
Utility Payment Conference – September 15, 2016

2. Mobile Tipping Point
Internet Search Volumes (in billions)
Last year, Google announced that U.S. search volumes for mobile surpassed PC search volumes for the first time.

3. 53% in 2014 8% in 2011 Email Open Rates 1/17/2019
Litmus - Analytics; Jan 2015

4. Mobile Bill-Pay reaches New Users!
1/17/2019
An estimated 40% of U.S. mobile users go online mostly through their phones.
Source: Pew Internet Research
Mobile Bill-Pay reaches New Users!

5. Millennials: Largest demographic in today’s workforce
32% don’t read their bills before paying them
46% have no formal system to remember to pay their bills on-time
85% access their using a smartphone

6. Unified EBPP Platform E-bill via multiple channels Customer Portal
One-time payment
Mobile App
Secure PDF
Text to Pay
Credit
Debit
E-Check/ACH
IVR
Web
Mobile
Text
Kiosk
In-person
CSR-assisted
Customers are able to:
View account usage information
View bill history
Make a one-time payment
Schedule recurring payments
Receive important notices
Efficiently notify customers of service and critical business updates via:
SMS text
IVR
Real-time snapshot of revenue received by channel, payment method, day/time, that demonstrate demographic trends to support management initiatives

7. Partnership Solution Provider Utility
Leading provider of e-Billing and e-Payment solutions for billing organizations in North America
Founded in 2004
Headquartered in Charlotte, NC
1,000+ clients (greater than utilities)
Utility
Publicly traded (NASDQ) regulated utility providing high-quality water, wastewater and related services
Founded in 1816; oldest investor owned utility in the nation
Headquartered in York, PA
Operates entirely within its franchised territory, which covers 48 municipalities within York and Adams Counties, Pennsylvania.

8. Key Partnership Requirements
York Water was looking for a proven e-Billing and e- Payment partner who could deliver:
100% SaaS Solution
Fully unified platform, no custom code
No 3rd party technological or IVR dependencies
PCI DSS Level I Compliant
0% Downtime within past five (5) years
Ability to implement within 90 Business days or less
Integrated outbound communication solution
24/7 Customer Support

9. Partnership Summary
Since 2009, York Water has implemented the following solutions:
Adaptive Mobile Web Channel
Enhanced Enrolled Customer Portal
Responsive One-time Payment Portal
Agent Dashboard
Electronic Bill Presentment (e-Bill)
Automated Phone Payment/IVR Channel
Enterprise Communication Manager (ECM)
Agent-assisted Payment Channel
Encrypted Card Swipe Payment Channel

10. Impact Before After Manual payment posting to CIS & Billing System
Manual reconciliation and settlement process
Manual Reporting
3rd party dependency for payment research
Limited payment options
Automated reconciliation and settlement
24/7Accessiblity to real-time reporting for Payment Details, Payment Posting, Deposits and Returns
Accelerated speed to pay
Mobile Web, Enrolled Web, Quick Pay Web and Phone

11. What York Water Did Gave Customers More Ways to Pay Improved Usability
For Customers
For York Water Personnel
Consolidated payment reconciliation
Introduced Business Automation

12. 1/17/2019
What York Water Did
1. More Ways to Pay

13. 1/17/2019
What York Water Did
2. Improved Usability - Embraced Responsive Technology

14. What York Water Did 3. Improved Usability – 24/7 Business Intelligence
1/17/2019
What York Water Did
3. Improved Usability – 24/7 Business Intelligence

15. Results volume Processed Through Omni-Channel Platform
Up 63% in 24 months

16. Results Amount Processed Through Omni-Channel Platform
Up 67% in 24 months
2015
2014
2013

17. Mobile Versatility
Omni-channel mobile is best the way to reach a diverse mobile audience.

18. Mobile Versatility Pay-by-Text 4 out of 5 adults use text messaging!
The fastest way to go paperless
Review balances and pay w/o ever opening an envelope or going online
Great for Millennials
Pay-by-Text
Pay-by-
mobileWEB
4 out of 5 adults use text messaging!
mobileAPP

19. Mobile Versatility Pay-by-Email 53% of eMail is now opened on mobile!
“push” eBilling w/ interactive PDFs
Customers pay directly from their inbox
Available on any connected device
Pay-by-Text
Pay-by-
mobileWEB
53% of is now opened on mobile!
mobileAPP

20. Mobile Versatility mobileWEB
A consistent experience on any size screen
Laptop
Tablet
Smartphone
No need to download an app
Pay-by-Text
Pay-by-
mobileWEB
mobileAPP

21. Mobile Versatility mobileAPP Convenient downloadable bill-pay app
Available on iOS and Android platforms
Level 1 PCI Certified
Pay-by-Text
Pay-by-
mobileWEB
mobileAPP

22. Thank You!
Brian Grillo – Regional Sales Director, Paymentus Corporation
(860)
Vernon Bracey, Vice President, York Water Company
(717)
Utility Payment Conference – September 15, 2016