Case Study: City of Tallahassee Utilities expands payment options and reduces costs with Paymentus

An Award-Winning Utility Expands Payment Offerings While Reducing Costs

The City of Tallahassee Utilities, an award-winning provider of electric, water, gas, and waste management services, faced challenges with its legacy billing and payment solution. Its diverse customer base demanded more payment choice and innovation, which the old system could not support. The utility selected Paymentus to implement its electronic bill presentment and payment (EBPP) solution as part of a major modernization project.

Paymentus implemented a holistic billing and payment platform that integrated with the city's new systems and expanded payment options to include digital wallets like PayPal and Venmo, as well as in-store cash payments via Walmart Bill Pay. The results included a 58% adoption rate for electronic Smart Bills, leading to a 16% decrease in postal mailings and significant cost savings. The new options successfully met the needs of both digital-native and cash-preferred customers, increasing satisfaction and providing a foundation for future growth.

City of Tallahassee

James Barnes

Utility Customer Service Adminstrator