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Electronic Bill Presentment and Payment: An Efficient Opportunity for Utilities and Consumers
Author(s) -
Murphy Paul A.
Publication year - 2003
Publication title -
journal ‐ american water works association
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.466
H-Index - 74
eISSN - 1551-8833
pISSN - 0003-150X
DOI - 10.1002/j.1551-8833.2003.tb10417.x
Subject(s) - invoice , payment , business , marketing , service (business) , process (computing) , payment service provider , computer security , computer science , finance , accounting , operating system
This article discusses electronic bill payment and presentment (EBPP) and the opportunity it presents for utilities to provide better customer service as well as reduce costs to customers and to the utility itself. The article discusses the three components of the EBPP process: service initiation, or enrollment into the service; presenting the bill or invoice; and, making the payment. The article discusses important considerations when implementing the system such as different processing models to choose from to accommodate various biller and customer needs, technology and standards for EBPP, understanding the online customer (consumers and businesses), marketing EBPP to the customer, and addressing security issues.