About Tacoma Public Utilities
Tacoma Public Utilities (TPU) is a publicly owned utility that operates as the largest city department in the City of Tacoma, Washington. TPU provides its more than 180,000 customers with electric and water utilities as well as environmental services, including surface water, wastewater, and solid waste services.
Challenges:
- Struggling with unreliable and outdated kiosks with extensive maintenance issues
- Decrease in kiosk usage due to persistent maintenance issues
- Constantly repairing broken down machines
We wanted someone that was committed to the kiosk space, someone that was committed to making sure that we were successful. And we found that in Euna Payments.
Mike Hill
Senior Customer Services Manager
Approach:
- Implement Euna Payments’ kiosks with 24/7 access to pay bills by cash, check, or card
- Install 14 kiosks at a variety of locations to offer easy access to all customers
- Integrate the kiosk network with Revenue Management to provide a centralized location for all transaction data
Outcome:
TPU selected Euna Payments to implement 14 new self-service payment kiosks, located inside and outside of their payment center, at City Hall, and at local grocery stores throughout their service region.
- The kiosks accept cash, card, and check, and offer extended service hours for walk-in customers to pay bills 24/7.
- 6,000+ monthly kiosk users
- 95% of monthly kiosk payments are made by repeat users
- 88% reduction in transaction cost for TPU
- TPU’s cost per transaction decreased from $18 to $2.
Customers really appreciated the reliability, and they liked the improved flow of the screens, so much more intuitive.
Mike Hill
Senior Customer Services Manager