Utility payments: online bill pay, autopay enrolment and overdue balances

Operational workflows

Payment challenges

• Autopay enrolment that never happens

  Most ratepayers pay by hand every month, and each manual payment is one more chance to be late.

• Failed drafts on a bill nobody can pause

  A household cannot stop using water or power because a card expired, so the balance keeps growing while the payment fails.

• Reconciling collections to the billing system

  The day's card and debit collections have to line up with account balances in the billing system, not just with the deposit total.

Choose the right payment setup for Utilities

• Choose utility payment processing

  For Utilities, map sign-up, scheduled billing, and renewal and online checkout and remote payment before choosing a setup. Select channels that match those moments, then confirm that the chosen solution genuinely covers each channel.

• Payment hardware for Utilities

  For Utilities, physical hardware may be secondary to the checkout flow. Prioritize gateway or payment-page requirements first, then add a terminal only when an in-person payment point is genuinely needed.

• Compare payment processing fees

  For Utilities, request a written fee breakdown covering scheduled billing, declined cards, and cancellations and online checkout and dispute handling. Compare the effective cost across the real card and channel mix; do not choose on a headline rate alone.

• Set up or switch Utilities payments

  To set up Utilities payments, document the checkout, confirmation, and refund path, confirm compatibility before purchase, then test a real payment flow before going live.

How this gets set up

• Enrolment in autopay

  The work is not the first payment; it is getting the ratepayer to sign up once so that twelve bills a year take care of themselves.

• The one-off bill in the portal

  Hosted checkout inside the customer portal lets an account holder pay a single bill without creating a login they will have forgotten by next month.

• ACH debit for the household that will not use a card

  Drawing from a bank account rather than a card avoids the expiry and limit problems that break a monthly bill on a credit line.

• The overdue notice with a link on it

  A payment link in the arrears notice gives the customer a way to clear the balance the same evening, before the account moves further into the collection steps.

Integrations

• CIS exports

  CIS exports move the day's collections into the customer information system as a posting file, a batch hand-off rather than a live feed.

• Tyler Technologies

  Tyler Technologies runs the utility billing and the account of record, so a portal payment or an autopay draw has to post to that same account number.

Operations, security and going live

• Collections reconciled against the billing system daily

  Every payment has to land on the right account number, and a mismatch found a month later becomes a credit balance nobody can explain to the customer.

• An autopay follow-up is a service problem, not just a billing one

  A draw that still needs a person starts a sequence with real consequences for a household, so the retry and notification record has to be complete and readable.

• Bank details held once, in one place

  Keeping ACH debit information in the payment system rather than in a customer service queue is what keeps it out of email and off paper forms.

• Autopay migrated cycle by cycle

  Existing enrolments move as each billing cycle comes due, so no household is drawn twice and none is skipped.

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