Transcript E-bill Adoption Best Practices, Government

Utility Payment Conference
Best Practices for Driving
ePayment Adoption
R. Braden Short, Vice President, Biller Solutions, FIS
Paul Hugg, Director of Product Development,
Government Payments, FIS
Agenda
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Defining the Model
Current Participation Levels
Options for Driving eBill/ePayment Adoption
Case Studies
Q&A
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Defining the Model
1. Biller Direct
• Utility (biller) branded Web site
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Consumer comes directly to the utilities Web site
Elects to view bill electronically
E-mail/mobile notifications
Multiple payment options
• ACH – from any DDA account
• Credit/debit card
• One-time, scheduled, recurring, automatic
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2. Bank Bill Pay
• Financial Institution Branded
– Internet banking portal accessed by consumer
– Elects to receive bill(s) electronically (if available)
– E-mail/mobile notifications
– Multiple payment options
• ACH account registered with the bank
• One-time, scheduled, recurring, automatic
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Current Participation Levels
Biller Direct vs. Bank Bill Pay
• Biller Direct Services Continue to Attract More Payers than Bank Sites
– Biller Direct can offer detailed bill presentment
– Biller Direct can provide confirmation of payment
– Biller Direct can offer multiple payment methods
Source: Paystream Advisors Inc. Feb 2009
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Analysis – Biller Direct / Bank Bill Pay
• 16 percent of electronic bills are viewed at the biller site
• 3 percent of electronic bills are viewed at a consolidator (bank) site
– Present at your site and distribute to gain further eBill penetration and savings
Source: Aite Group
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Options for Driving eBill /
ePayment Adoption
How to Push Adoption
1. Incent Desired Behavior
– eBills
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Consumers need to be motivated
The “What’s in it for me” motivator
Financial incentives are a strong motivator of behavior
Offer rebates for eBills
– ePayments
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Free ACH
Same day account posting
Discounts for automatic payment program
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How to Push Adoption
2. Green Factor
– 34 percent of consumers said they switched to electronic statements to reduce their
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impact on the environment. (Javelin Research)
43 percent of consumers said they are more likely to do business with companies they
perceive to be green. (Javelin Research)
Demonstrate the value
Carbon footprint calculators, number of trees saved
– NACHA research
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If only 20 percent of American households switched from paper to electronic billing and payment, a
staggering 151 million pounds of paper, 100 million gallons of gas and 2 million trees would be saved
annually.
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How to Push Adoption
3. Adoption Marketing
– "Many a small thing has been made large by the right kind of advertising.“
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Mark Twain
– Maintain constant focus on your objective
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Remittance stub
Statement stuffers
Banner ads
Contests
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How to Push Adoption
4. Personal Choice
– Deliver eBill to the consumers desired channel
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Your Web site
Internet banking portal
E-mail
Mobile device
– Provide multiple ePayment options
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Web, IVR, CSR
Mobile payments
Unenrolled/enrolled models
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Case Studies
Return on Investment
Average cost of a paper bill is anywhere from $0.60 – $1.55
– Depending on volume
– Postage, paper, envelope, document composition software
1. Average utility – 100,000 customers
– Industry adoption rate 8 percent
– 8,000 x 0.60 = $4,800.00 per month savings in print and mail expenses
2. Average utility – 100,000 customers
– Aggressive adoption marketing program – 20 percent
– 20,000 x 0.60 = $12,000.00 per month savings in print and mail expenses
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Benton PUD
Benton PUD, a municipal corporation of the State of Washington, began providing
electrical service in 1946. Today, Benton PUD supports 45,000 electric customers
• Rebate Program
– $5.00 credit on next bill for enrolling to eBill
– 9 percent increase in eBill adoption in six months
• Success Measured
– Paper bill
• Cost of paper stock, postage, design, handling
• ~$0.75 - $2.00 depending on volume
– eBill
• ~$0.10 - $0.20 depending on volume
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Tampa Electric
Tampa Electric is an investor-owned electric utility. Its West Central Florida service area
covers 2,000 square miles and approximately 700,000 customers.
• Aggressive Marketing Campaigns
– Printed mail
– Remittance stub
– White space management
• Industry Average eBill Adoption Rate = 8 percent
• Tampa Electric eBill Adoption Rate = 29 percent
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Government Payments:
Security & Compliance Strategy Workshop
Oct. 18-21
Agenda
• Security and Compliance
– Payment fraud detection and prevention
– Payment Card Industry (PCI) Data Security Standards
– Regulatory compliance
• Government Payment Needs and Requirements
– One step ahead or two?
– Unique requirements from the government
• Conclusion
Security and Compliance
• Payment fraud detection and prevention
– Tools
• Scrubbing accounts when setup
• Prevention of transactional fraud
• Start with the basics
• Speed and flexibility
– Best practices
• Cultivate a prevention mindset
• Seek to exceed requirements
– First-party fraud is still the greatest threat
Security and Compliance
• Payment Card Industry (PCI) Data Security Standards
– Are you required to be PCI compliance if you take credit cards for payments; or is your
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vendor?
Who requires these audits and what do they mean?
What are the ramifications of not complying?
Self-assessment (SAQs) versus PCI DSS or PA DSS
Careful selection of partners
Seek partners, not vendors
Security and Compliance
• Regulatory Compliance
– Housing and Economic Recovery Act (HERA) of 2008
• History
• Rule
• Impact
– Dodd-Frank Act and Durbin Provisions of 2010
• History
• Rules
• Impact
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Data Security and Breach Notification Act of 2010 (BILL)
Data Security Act of 2010 (BILL)
Data Accountability and Trust Act of 2010 (BILL)
Data Breach Notification Act of 2010 (BILL)
Personal Data Privacy and Security Act of 2010 (BILL)
Boucher Bill of 2010 (BILL)
Forty-six State Laws
Government Payment Needs and
Requirements
• One step ahead or two?
– If you are one step ahead you are a leader, if you are two steps ahead you are a footnote in
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history
Chance to leapfrog ahead, and learn from the lessons of the last 10 years, but have to be
careful of the bleeding edge
Develop a payment strategy
Channels
Standard payment methods
Alternative payment types
Social media
Government Payment Needs and
Requirements
• Unique Requirements from the Government
– Payments with wide ranges (from small to large payments within one application)
– Regulated
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Cannot raise the fees just because the cost of doing business goes up
Must collect 100 percent of an obligation
Limitations on partial payments or over payments
Unique refund workflow requirements
– Traditionally slow to react to swiftly changing industry
– Turn these into positives
Conclusion
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Unique Requirements from the Card Networks
Unique Requirements if you are Regulated vs Non-Regulated
PCI Standards
Best Practices
Legislation
• It isn’t one size fits all
Thank You
R. Braden Short, Vice President, FIS Biller Solutions
[email protected]
905-947-9730
Paul Hugg, Director of Product Development, FIS Government Solutions
[email protected]
615-665-6711