Case Study: City of Raleigh Water Utilities Department expands payment access with Paymentus

Adding Digital Wallets and Walmart Bill Pay to Leave No Customer Behind

The City of Raleigh Water Utilities Department faced the challenge of serving its 200,000 account holders, which included a large tech-savvy population as well as underbanked and cash-preferred customers. To ensure no resident was left behind, the city partnered with Paymentus to expand its digital and cash payment options.

Paymentus implemented its electronic bill presentment and payment (EBPP) platform, integrating new digital wallets like PayPal and Venmo and enabling cash payments via Walmart Bill Pay. This provided customers with 13 ways to pay. The results were significant, with digital wallets quickly becoming the fourth most popular payment method and transactions growing by 75% since 2022. Raleigh also saw nearly double the growth in transaction volume compared to similar utilities, thanks to the Paymentus solution.

Raleigh

Gregory Jenkins II

Assistant Director