Striata's Elizabeth Stephen presented alongside the City of Tallahassee's Mike Beener at last week's CS Week Conference in Phoneix, Arizona. This is the largest conference dedicated to utility professionals in customer service. City of Tallahassee shared their success with the One Click payment solution that Striata along with partner Western Union, implemented. As a result, City of Tallahassee saw 46% of one click payments within 5 days.

1. Payments Easy as One, Two, Done!
41% of payments in 5 days … discover the secret to
bill payment on the move!
Mike Beener - City of Tallahassee
Elizabeth Stephen- Striata
April 28, 2016

2. Agenda
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3. Industry Trends:
Mobile Usage & Billing
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4. Industry Trends – Mobile & Billing
• More email is read on Mobile than on
desktop email clients. Stats say 54% of email is now
opened on a mobile device. – Litmus “Email Analytics”
(Nov2015)
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5. Industry Trends – Mobile & Billing
• 75 % of Gmail users access their accounts on
mobile devices. Gmail now has 900 million users. –
Google / TechCrunch “I/O developers conference” (May 2015)
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6. Industry Trends – Mobile & Billing
• 15% or less of emails will be read on a
desktop by 2020. – Litmus “Email Marketing in 2020”
(Q1 2016)
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7. Industry Trends – Mobile & Billing
• Utilities experience largest growth in mobile bill pay
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8. Industry Trends – Mobile & Billing
• Utility goals for mobile billing
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9. The Growth in Mobile Usage
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2010 2015
2016
* Data collected for current Striata clients

10. Simplify the Mobile Experience
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11. Simplify the Mobile Experience
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Shift towards PUSH communications
- Email is the universal app
- Close the paperless gap, target
customers who are not enrolled on a
portal
Keep paperless enrollment simple
- Enrollment without logging on to a
website

12. Simplify the Mobile Experience
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Design with mobile viewing in mind
- Clear call to action
- Top-down reading and layout
Mobile optimized payments

13. Simplify the Mobile Experience
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No app to download or website to visit
Clearly display payment information
Eliminate excess typing and scrolling –
reduce errors in navigating with thumbs
Offer confirmation of successful/unsuccessful
payment

14. Demo : City of Tallahassee One
Click Payment
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15. City of Tallahassee & SmartBill
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Municipal utility providing gas, electric and water service
to over 115,000 customers
City of Tallahassee introduced the SmartBill to address
the need for customers to have a way to easily view,
and more importantly pay, their bills electronically
City of Tallahassee has reached 35% paper turn-off
with Striata/Western Union PUSH eBills with payment

16. The One Click Payment Experience
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17. The One Click Payment Experience
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18. The One Click Payment Experience
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19. The One Click Payment Experience
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20. City of Tallahassee Case Study
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21. Improving Mobile Options
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City of Tallahassee’s own mobile read rate surpassed
desktop and webmail
New Goals:
- Reduce time to payment
- Improve customer experience
- Create a mobile friendly payment experience

22. Mobile Payment Results
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23. Mobile Payment Results
• 46% of payments made with the new
functionality were made within five days
of receiving the bill, compared to only 7%
of postal customers and 21% of those
electronic payments without the
functionality
23

24. Mobile Payment Results
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25. Mobile Payment Results
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Of electronic payments are made through
One Click Payment
Of customers who have the One Click
Payment option use it to pay their bill

26. Mobile Payment Results
Why is the One Click option a success?
• Good design – summary details, strategic buttons
• Quick process, no logging in required
• Using saved payment details – no typing account
numbers
• Compatible across all devices
• Convenience without sacrificing security
• Quick confirmation – eliminating errors and calls
into the call center
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27. Conclusion
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28. Key Takeaways
• Mobile usage is on the rise and will continue to
grow
• Improve the customer experience and adapt to
mobile
– Move toward PUSH communications
– Rethink the consent process
– Focus on mobile design and payment
• Mobile solutions such as one click increase
customer convenience and decrease time to
payment
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29. 29
Mike Beener
Elizabeth Stephen
Mike.Beener@talgov.com
850.891.8444
elizabeth.stephen@striata.com
646.600.5280