Has the Growth of Electronic Bill Presentment & Payment Reached a Plateau in the Utility Industry?
– By Christopher Perdue Daily IssueAlert 8/1/2008 Free Historically, electronic bill presentment and payment (EBPP) has been a convenience that utilities have supported in increasing numbers over the last few years. However, recent research conducted by UtiliPoint International suggests that EBPP’s meteoric growth may have reached a plateau. For background, each year UtiliPoint performs an annual study of over 300 utilities in North America regarding customer service, and this year represents the sixth year of the survey. This particular study was conducted from November 2007 through May 2008, and consisted of interviews with managers or directors of billing and customer care at North American utilities. The survey questionnaire consisted of 34 questions. According to the latest survey results, 50 percent of North American utilities currently offer EBPP. This is down slightly from the previous year when 53 percent of utilities offered EBPP, and represents the first time that the percen
