Challenge

Established in 1958, the East Providence Water Utilities Division is responsible for providing safe, high-quality drinking water to 49,000 residents in East Providence, Rhode Island. The division operates as part of the City’s Department of Public Works, overseeing over 200 miles of water mains and 15,000 water meters. Their mission is to maintain reliable water services with adequate pressure and flow to protect public health and support local economic growth.

However, the division was increasingly challenged by aging receivable accounts and rising delinquency rates. A growing number of customers were falling behind on their payments, which strained the division’s cash flow and placed additional pressure on the staff to focus on collections. This created a twofold challenge: they needed to reduce the outstanding amounts owed for water services while also minimizing the time spent on collections so that employees could focus on enhancing customer service. Without a more effective billing system in place, it was becoming difficult to maintain financial stability and customer satisfaction.

Solution

In response to these challenges, the East Providence Water Utilities Division undertook a strategic shift in their billing practices. After evaluating industry best practices, they determined that moving from a quarterly to a monthly billing cycle would not only provide more consistent cash flow but also reduce the financial burden on customers by offering smaller, more frequent bills.

The decision to change the billing cycle required flexibility and robust support from their software systems. The division relied on inHANCE’s Impresa Customer Information System (CIS), which was easily configured to accommodate the new monthly billing rates and schedules. This adaptability allowed them to make the switch smoothly, without disrupting customer service.

An integral part of the solution was the integration of the Impresa CIS with the Invoice Cloud web portal, which enabled online payment options for customers. This integration ensured that payments were processed and reflected in real time within the CIS, providing transparency for both the utility and its customers. By automating collections through the web portal, the division was able to redirect staff resources away from managing delinquent accounts and toward improving customer service interactions.

Results

The transition to monthly billing was highly successful for East Providence Water Utilities, significantly reducing delinquent accounts and improving financial health. By issuing smaller, more frequent bills, customers found it easier to stay current, resulting in a 70% drop in 120-day outstanding balances and cutting delinquent totals from $3 million to $1 million.

In addition to addressing accounts receivable, the change also helped:

• Identify Leaks: With nearly 65% of all meters being analog, monthly billing allowed leaks to be caught quicker than with quarterly billing.

• Stabilize Revenue: Revenue is now received every month instead of every three.

• Reduce Impact of High Bills: Consumption costs are spread over smaller monthly payments, rather than one large quarterly payment.

The division also enhanced customer experience by shifting staff focus from collections to service initiatives. Integrating Impresa CIS with Invoice Cloud streamlined payments, providing real-time updates. Leveraging inHANCE’s Impresa software, the division solved billing challenges and positioned itself for long-term success, showcasing inHANCE's scalable solutions for utilities.