1. Latest Findings on Utility Mobile Bill Pay Benchmarking and Consumer Trends
Why Mobile Bill Payment is Thriving and How Utilities are Responding
Eric Leiserson, Sr. Research Analyst

2. It’s an EXTRAORDINARY TIME to be in the Utility Payments Business!

3. Why it is an EXTRAORDINARY TIME to be in the Utility Payments Business!
Payments is where the money is at!
Presentment is where opportunities are!
Card payments are challenging!
Mobile is inevitable and transformative!

4. Mobile’s Hyper Evolution in Utility Payments
2011: “Mobile bill pay is coming!”
2012: “Mobile bill pay is here, now what?!”
2013: “Mobile bill pay is surging, how are utilities responding and what have we learned?”
2014: “Mobile bill pay is thriving, where do you stand?”

5. Mobile Bill Payments: Entering the Mainstream and Getting Promoted
GEICO’s Maxwell the Pig “Pants and Boots” Commercial

6. Adopting the Mobile First Mindset
What are consumers doing with mobile and Mobile Bill Payment
What are utilities doing with Mobile Bill Payment
What does this mean to you?

7. What Consumers are Doing with Mobile and Mobile Bill Payment

8. 2014 is a Watershed Year for Consumer Mobile Usage
65% of the US Population has a smartphone
Mobile Accounts for the Majority of internet usage
One in two Americans turn to digital devices as their primary method of banking
Sources: U.S. Digital Future in Focus 2014, ComScore, Bank of America and The Financial Brand, 2014

9. How Important are People’s Mobile Phones to Them?
Take people’s phones away, and here’s what they would give up to get it back
Source: Bank of America and The Financial Brand, 2014

10. Percent of Mobile Bill Payers Grew by 69%; Numerous Reasons Why
4/21/2017 5:09 PM
Percent of Mobile Bill Payers Grew by 69%; Numerous Reasons Why
% of US Online Households using Mobile Bill Pay
Why?
Percent of smartphone owners using mobile to pay bills increased 33% to 40% of smartphone owners have paid a bill with their device
Average Number of Bills Paid Using It Increased by 48%
26% More iPhone Users Paid Bills Using Mobile Phone Last Month Than Android Users
2011
2012
2013
2014
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014

11. Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014
Paying/Receiving Bills via a Smartphone Has a Positive Impact Customer Satisfaction
What effect would paying and receiving bills from a smartphone have on your relationship with a biller that provided that ability?
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014

12. Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014
Bill Pay Reminders Enhance Customer Satisfaction; 71% More Likely to Activate E-bills
What impact would bill pay reminders have on your customer satisfaction?
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014

13. Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014
How Utilities Stack Up; Percents of Mobile Bill Payments by Type of Bill
Please indicate which bills you paid using your mobile phone (Among Smartphone Bill Payers)
Utility
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014

14. Volume of Mobile Bill Payment Transactions by Access Channel and Tender Type
Mobile Bill Payment Volume by Access Channel
Mobile Bill Payment Volume by Tender Type
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014

15. About 40% of Tablet Owners Have Visited a Biller’s Site, Mostly to View or Pay a Bill
Reasons for visiting a Biller’s site
Among Tablet Owners: Have You Visited a Biller’s site
Source: Seventh Annual Billing Household Survey, Fiserv Inc., 2014

16. What About Google Glass and Apple Pay?

17. What Utilities are Doing with Mobile and Mobile Bill Payment

18. Key Mobile Stats Among 70 Utilities Surveyed
43% have mobile optimized websites
26% of utilities have mobile bill payment
32% have alerts
24% have apps (iOS and Android)

19. Top Business Motivators for the Mobile Channel
4/21/2017
Top Business Motivators for the Mobile Channel
Do you see the development of the Mobile Device channel providing a means to:
Q6 ranked according to 2014 numbers
N=70 utilities
Source: Third Annual Biller Mobile Bill Pay Benchmark Study, Blueflame Consulting for Fiserv, Inc., 2014
Draft Deck

20. 4/21/2017
17% of Utility Web Visits Come From Mobile Devices; Top Activity is Billing and Payment
What percent of customers come from mobile devices?
What do your customers usually do?
Note: Reliability of Data is limited for these graphs due to low number of responses inside the business case section
N=70 utilities
Source: Third Annual Biller Mobile Bill Pay Benchmark Study, Blueflame Consulting for Fiserv, Inc., 2014
Draft Deck

21. Service Updates and Bill Pay are Top Mobile Priorities for Utilities
4/21/2017
Service Updates and Bill Pay are Top Mobile Priorities for Utilities
What are your organization's priorities among these Mobile service options?
83% Believe A Consistent User Experience Across Interfaces is Important / Very Important
Compare with old Q13.
Top rank based on combining ranks 1 and 2
N=70 utilities
Source: Third Annual Biller Mobile Bill Pay Benchmark Study, Blueflame Consulting for Fiserv, Inc., 2014
Draft Deck

22. 4/21/2017
Biggest Drivers for MBPP Adoption Continues to be Customer Service and Cost Savings
What are the primary drivers for your organization's consideration and/or adoption of Mobile Bill Pay and Presentment?
Q23. What are the primary drivers for your organization's consideration and/or adoption of Mobile Bill Pay and Presentment?
Note: The data from 2012 for this question was compiled from open ended responses as in the 2012 survey there were not ‘tick box’ options given. In the 2013 Survey, responses from the 2012 survey were converted to a multiple choice – mark all that apply response options.
N=70 utilities
Source: Third Annual Biller Mobile Bill Pay Benchmark Study, Blueflame Consulting for Fiserv, Inc., 2014
Draft Deck

23. 4/21/2017
More and More Utilities Believe Mobile Will Influence EBPP and Paperless Adoption Over the Years
Do you think mobile will influence the adoption of electronic Bill Pay and paper statement turn-off?
Q10. How far along in the process of supporting your customers adoption of Mobile is your Organization?
N=70 utilities
Source: Third Annual Biller Mobile Bill Pay Benchmark Study, Blueflame Consulting for Fiserv, Inc., 2014
Draft Deck

24. Mobile Influence on Adoption of Paperless E-bills; Results
4/21/2017
Mobile Influence on Adoption of Paperless E-bills; Results
40 Paired year/year comparisons of participating companies’ paperless e-billing rates and deployed MBPP features
+47%
+47%
+50%
Q10. How far along in the process of supporting your customers adoption of Mobile is your Organization?
Compare to average of 3% increase in e-bill penetration for Billers who do not offer MBPP functionality
N=128 Billers
Source: Third Annual Biller Mobile Bill Pay Benchmark Study, Blueflame Consulting for Fiserv, Inc., 2014
Draft Deck

25. 4/21/2017
Top Business Obstacles Utilities Face to Mobile Deployment—Increasing Concern for Security
What are the top 3 Obstacles to Mobile deployment and adoption?
Q24. What are the top 3 Obstacles to biller adoption?
N=70 utilities
Source: Third Annual Biller Mobile Bill Pay Benchmark Study, Blueflame Consulting for Fiserv, Inc., 2014
Draft Deck

26. Lessons Learned from Experience
4/21/2017
Lessons Learned from Experience
“The impact of the consumerization of these devices with our customer base with the rapid growth and availability of the devices, and the apps that have been developed for them, the expectations from our customers around usability and features has increased tremendously.”
(Utility, 1MM+)
Source: Third Annual Biller Mobile Bill Pay Benchmark Study, Blueflame Consulting for Fiserv, Inc., 2014
Draft Deck

27. Embrace this Extraordinary Time in the Utility Payments Business!
Taking Action
Adopt a “Mobile First Mindshift”
Employ an Omni-Channel Mobile Billing and Payment Strategy
Track online visits from mobile devices and monitor changing technologies and preferences
Proactively collaborate with other teams and market experts
Embrace this Extraordinary Time in the Utility Payments Business!

28. Questions and Answers

29. Eric Leiserson, Sr. Research Analyst, Fiserv
Contact Information
Eric Leiserson, Sr. Research Analyst, Fiserv

30. Latest Findings on Utility Mobile Bill Pay Benchmarking and Consumer Trends
Why Mobile Bill Payment is Thriving and How Utilities are Responding
Eric Leiserson, Sr. Research Analyst