1. The Evolution of Integrated Billing and Payment Solutions

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

3. 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
BEFORE
2000
Specialization
Fewer Channels
Drivers:
Scale & Efficiency

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

5. 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

6. 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

7. 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

8. 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

9. 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

11. Product Manager – Payment Solutions
Dave Fields
Product Manager – Payment Solutions
CDS Global