About City of Henderson:
Henderson is a city located in Kentucky along the Ohio River. With nearly 30,000 residents, the City of Henderson offers a large number of municipal services.
Challenge:
- Staff time was spent servicing the high volume of walk-in customers, resulting in an inability to focus on more complex, strategic tasks.
- Cash-paying customers could only make payments at the counter during business hours or drop cash payments into an under-secure drive-through lockbox.
- The drive-through accounted for 73% of utility payments due to limited after-hours payment options, causing congestion and long wait times for Henderson’s unbanked and underbanked residents.
Approach:
- Implement an outdoor kiosk with 24/7 access in the existing drive-through
- Repurpose and utilize the existing drive-through for placement
- Integrate kiosk with Revenue Management, Euna Payments’ research, reconciliation, and reporting tool
Outcome:
Implementation of the outdoor, self-service kiosk in the existing drive-through provides customers with 24/7 access to pay bills by cash, check, or card. It has drastically sped up the payment process, reducing lines and freeing up staff to focus on more complex transactions. Now, with the help of an easy-to-navigate workflow and the ability to look up outstanding bills, transactions are completed in less than a minute. Unbanked and underbanked customers are able to pay by cash, any time of the day, without incurring additional fees.
- 67% of payments are made by repeat users
- 22% of payments are made via cash
- 24/7 access to make payments at kiosks made it easier for people who work during normal business hours
- No fees on cash payments
It is surprising how many customers will wait until the last minute to pay, and then they want to pay in cash. This gives those customers a 24/7 payment option.
Robert Gunter
Finance Director