Case Study: a municipality recovers $7.7M in delinquent revenue with CivicPlus Utility Billing

One Municipality recovers $7.7M in delinquent revenue with CivicPlus Utility Billing

One Municipality was facing significant challenges due to its outdated legacy Customer Information System (CIS), which hindered service delivery, collections, and operational efficiency. The system left them with over $8 million in delinquent revenue they could not track, a high volume of returned mail, and a resident portal that was difficult to use, leading to excessive support calls. To modernize its operations, the city adopted the CivicPlus Utility Billing solution.

By implementing CivicPlus Utility Billing, the city unified its billing, field operations, and resident engagement onto a single, modern platform. The results were rapid and substantial. Within just two billing cycles, CivicPlus helped the city recover $7.7 million in delinquent revenue. The solution also led to a 90% reduction in returned mail and a 39% increase in online payments, dramatically improving efficiency and the resident experience.