Case Study: Montgomery Water Works and Sanitary Sewer Board achieves 100% in-person payment adoption with CityBase kiosks

Serving 100% of Walk-In Customers With Payment Kiosks

The Montgomery Water Works and Sanitary Sewer Board (MWW) faced challenges with managing in-person payments across its two facilities, which required eight cashiers and led to long customer wait times. To modernize its operations and improve customer service, MWW partnered with vendor CityBase to implement its automated payment kiosk service.

CityBase implemented indoor and outdoor payment kiosks, supported by a customer education program. Through data-driven consultation and the addition of features like change-making, the kiosks achieved 100% adoption from walk-in customers within one year. The results for MWW were significant: they saved over $650,000 annually, sold one payment center for $500,000, reassigned staff, and drastically improved customer service with faster, 24/7 transactions.

Montgomery Water Works and Sanitary Sewer Board