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Task Forces

Utilities Think Tank: Reimagine and Redesign Utility Bills

Re-envisioning the information and presentment of bills is top of mind for utilities. Customers are moving away from the traditional meter charges to wanting to understand how their usage impacts their bill. We will be discussing how utilities envision and imagine showing new products and services (like electronic charging stations, solar) and interval data to customers through bills or through electronic and interactive options. Other bill topics will include successes from past implementations and plans for the future in redesigned utility bills. 

The format for Monday, June 15 at 1:30 p.m. CT will include: 

  • Brief welcome and kickoff from ASUG 

  • Rapid case study led by ASUG member Kristina McClenahan from Puget Sound Energy 

  • 2015: PSE completed a bill redesign, combining best practice for presentation and technical code changes within SAP 

  • 2018: PSE addressed miscellaneous fees, credits, and adjustments that caused customer confusion 

  • 2021/2022: PSE is targeting an interactive bill experience to customers through web and email 

  • The discussion will focus on: 

  • How utilities can or have approached bill redesigns  

  • Pros and cons 

  • How to include customer feedback and engage customers actively and passively  

  • Surveys 

  • In-person reviews (now with COVID-19, what’s the approach?) 

  • Qualtrics 

  • A/B testing  

  • Sharing of recent wins or successes, along with resources utilized 

Gain visibility into the challenges and successes other SAP customers are experiencing, and acquire new ideas for real-world solutions. 

If you are experiencing challenges and would like to lead your own case study, fill out the survey here. 

Think Tank Insights: 

  • Customers across nation craving more transparent billing 

  • Heavy customer interest in detailed use information and analysis within their regular bill 

  • Young people prefer online portal with on-demand account information 

  • COVID-19 has brought even higher demand for customized resources and customer segmentation 

  • Utilities use data is great signifier for COVID-19 restart status across a region 

Think Tank Links: