Case Study: Lakeland Electric reduces service disconnections with KUBRA self-service payment kiosks

Lakeland Electric - Customer Case Study

Lakeland Electric, the third largest public power utility in Florida, needed a better way to support customers after closing its walk-in payment facilities. The utility wanted to offer real-time payments, accept cash from unbanked and underbanked customers, and reduce service shutoffs caused by hourly posting delays. To address these needs, vendor KUBRA provided a self-service kiosk payment platform alongside related billing and payment services.

KUBRA deployed four self-service kiosks, including a drive-thru option, and set up real-time kiosk payment posting so customer payments would be reflected immediately. The solution improved convenience and security while helping Lakeland Electric offer 24/7 in-person payment access. As a result, the kiosks now process an average of 1,900–2,000 payments per month from about 600 users, have significantly reduced disconnections, and have generated over $3 million in kiosk payments to date.

Lakeland Electric