Introduction
Las Vegas Valley Water District (LVVWD) is a not-for-profit agency that serves more than 1.5 million people. LVVWD has continuously innovated its water delivery and customer service models for nearly 70 years.
Challenges
- Limited in-person payment options with set business hours or third-party vendor fees
- An existing kiosk solution that struggled with reliability and experienced security issues
Results
- 84% of kiosk users are repeat customers
- 1,500 average monthly transactions
- $180,000 in annual savings
Challenge: Restrictive Existing In-person Payment Options with Reliability and Security Issues
LVVWD and its customers found in-person bill payments for water bills difficult. Customers had to either go into a payment center or they resorted to utilizing third-party vendors at grocery stores that charged additional fees to process the payments. As a city with a population that works a wide variety of hours, LVVWD needed a self-service in person payment option that gave residents 24/7 access to pay bills. LVVWD initially implemented payment kiosks with another vendor but struggled with reliability and security issues. The utility was looking to permanently close their payment lobby, so finding a kiosk vendor that met all of their requirements was essential.
Solution: Modern, Self-service Kiosks that Deliver 24/7 Access and Flexible Payment Methods
To address these issues, LVVWD selected Euna Payments to implement four kiosks, two indoor and two outdoor. The kiosks provide 24/7 self-service payment options for residents. They were a happy medium for customers who were not comfortable making payments online and preferred to bring their payments into the office. Additionally, Revenue Management, Euna Payments’ backend tool, enables staff to perform research, reporting, and reconciliation for all transactions on a single platform. LVVWD was able to achieve high adoption of the kiosks by communicating to their residents via their website, bill notifications, and community outreach.
Results
The implementation of the user-friendly, self-service kiosks has been very successful. They provide flexibility for customers to choose how, when, and how much they want to pay on a given visit. The new solution streamlines processes, freeing up staff to focus on more complex tasks. The Euna Payments technology eliminates the need for staff to participate in annual PCI training, providing significant cost savings for the utility. These savings have allowed them to focus on furthering other initiatives such as automation and self-service innovation. Additionally, the centralized, easy-to-use, reporting and reconciliation tool has enabled them to view payments in real time, in one single backend system.
LVVWD saw a significant increase in customer satisfaction through the added convenience and flexibility offered by the new solution. Additionally, it improved efficiency for staff. Some benefits include:
- Improved workflow and allowed customers to get more comfortable with self-service
- Streamlined bill processing is enhanced by Revenue Management
- Security risk is assumed by Euna Payments, removing the need for staff to undergo PCI training