Case Study: City of Antioch boosts self-service utility payments with Tyler Technologies

City of Antioch increases self-service utility payments by 10% with Tyler Technologies

The City of Antioch, California, a growing municipality in the Bay Area, faced the challenge of modernizing its utility payment systems to keep up with its expanding population and the region's tech-forward culture. Their finance team needed to reduce the time spent processing manual payments and fielding calls for routine bill pay to focus on more complex services. To address this, the city partnered with vendor Tyler Technologies and implemented its ERP Pro Utility Billing solution.

Tyler Technologies' solution included implementing Text-to-Pay and launching a comprehensive adoption campaign to promote it and other self-service options like online and IVR payments. As a result, the city saw a 10% increase in customers using self-service payment methods within just three months. This empowered citizens, cutting average monthly water service shutoffs in half from 25-30 down to 10-15, and significantly reduced manual processing costs for the city.