Case Study: Washington Gas Company reduces service disconnections and boosts customer payment convenience with ACI Worldwide

Enhancing Convenience and Choice for the Utility Customer

Washington Gas Company, the utility serving more than one million customers in the Washington, D.C. region, needed to improve its electronic bill payment experience to increase customer convenience, cut costs and prevent service disconnections caused by late-posting payments. To meet rising electronic payment volumes and compliance requirements, Washington Gas Company partnered with ACI Worldwide and evaluated ACI’s UP Bill Payment solutions, Service Fee Payments and eLockbox services.

ACI Worldwide implemented UP® Bill Payment with Service Fee Payments and eLockbox, adding real-time account validation, soft-posting and on-demand reporting to capture last‑minute payments and consolidate hundreds of electronic sources into single posting files and deposits. The solution reduced posting errors and costly shut-offs, streamlined exception handling, centralized roughly 43,000 transactions per month, and gave customers more convenient, virtually zero‑cost payment options.

Washington Gas Company

Michael Bell

Section Leader, Customer Credit Services