Overview

Digital and mobile payments have become the norm -- but convenience and satisfaction haven’t kept pace.

Today, 68% of Americans pay at least one utility bill via mobile, yet less than half say it’s their preferred channel. Behind the growing adoption of digital payments is a more complex story: frustration with clunky experiences, low trust in AutoPay, and persistent gaps in paperless enrollment.

This webinar breaks down the findings from a new survey of 2,000 U.S. bill payers. We explore what your customers are really experiencing -- and what they expect -- when it comes to utility payments.

You’ll hear insights on:

Which digital payment channels are growing -- and which have stalled
What residents of all ages and incomes want most in a billing experience
How to reduce friction, increase adoption, and build trust in features like AutoPay and paperless billing
Strategies for boosting satisfaction while reducing call volume and processing costs

Speakers

Hope Douglas

AMI Customer Service Liaison, Forsyth County, Georgia, Water and Sewer

Hope has been with Forsyth County Water & Sewer for almost five years. This is her second career following her retirement after 31 years in Information Technology. Her primary role is in Advanced Meter Infrastructure, and with her IT background and experience working directly with customers regarding their meters, it was a natural fit for her to also take on the role of InvoiceCloud support for the customer base.

Joe Sawyer

Director of Product, Payments, InvoiceCloud

Joe Sawyer is a strategic product leader with over a decade of experience in fintech, merchant services, and payment processing. He specializes in end-to-end product ownership, platform modernization, funding and payouts solutions, and PayFac enablement, aligning cross-functional teams to deliver measurable customer and revenue impact through disciplined execution and innovative leadership.

Dr. Alan R. Shark — Moderator

Senior Fellow, Center for Digital Government

Dr. Alan R. Shark is an associate professor for the Schar School of Policy and Government at George Mason University and a core faculty member at the Center for Human AI Innovation in Society (CHAIS). Additionally, he previously served as executive director of the Public Technology Institute (PTI) for over twenty years. He is a National Academy of Public Administration Fellow, founder and Co-Chair of the Standing Panel on Technology Leadership, and executive committee member of ASPA’s Section on Science and Technology in Government. He has over 12 book titles bearing his name, including his latest book, Artificial Intelligence – A Primer for State and Local Government, and the textbook Technology and Public Management, second edition. Shark speaks and writes on all matters related to artificial intelligence, cybersecurity, including technology leadership, policy, governance, and applications. His podcast and blog can be found at https://sharkbytes.net.

Webinar

Rethinking Digital Bill Pay: What Americans Really Want from Utility Payments in 2026