Overview

February 28

Few utility and local government customer touchpoints are as operationally critical as billing and payments. Not only are bill payments a primary source of revenue for many organizations, but research also indicates this touchpoint can majorly impact customer satisfaction and internal efficiencies. That’s why it’s mission-critical to continuously evaluate your billing and payment experience and optimize when necessary.

To help utility and local government organizations understand the preferences of their customer base and reap the operational benefits, InvoiceCloud collaborated with Regina Corso Consulting to survey 2,001 American billpayers for insights on payment trends and general behaviors around making bill payments.

Join Government Technology and InvoiceCloud for a live webinar to explore key findings from the survey as featured in the 2024 State of Online Payments report and discover how the city of Hagerstown, Maryland, improved resident satisfaction by leveraging a modern billing and payment solution.

Save the Date:

Wednesday, February 28, 2024, at 11 AM PT/2 PM ET

You’ll Learn:

Today’s top payment preferences and the latest trends in digital billing based on new survey data
How Hagerstown, Maryland, provides a secure and easy way for residents to pay bills online
Best practices and tips for keeping up with customer preferences and optimizing the payment experience

Speakers

Beth Everhart

Support Services Manager for the City of Hagerstown, Maryland

Beth Everhart is the Support Services Manager for the City of Hagerstown, Maryland. Born and raised in Hagerstown, she has worked for the City of Hagerstown for 20 years. Prior to that, Beth worked in branch management for a banking organization. To drive customer self-service, Beth has introduced various forms of new bill payment options for Hagerstown residents including credit card payments, pay-by-phone, and the ability to pay online. She is focused on driving overall resident satisfaction by ensuring that her customers have the most up-to-date information and tools available to assist them with payments.

David Nieves

Sr. Director, Mid-Market Alliances at InvoiceCloud

With more than a decade of experience in payment technology, David joined InvoiceCloud in 2020 as the Senior Director of Mid-Market Alliances where he is responsible for strategic partnerships across InvoiceCloud and Payment Service Network (PSN). David leads a dedicated team focused on managing Mid-Market Alliances and Partnerships who focus on driving growth and onboarding initiatives through a channel that drives over 80% of business through a highly effective partner referral model. Prior to his tenure at InvoiceCloud, David held various positions at Fiserv, where he took on leadership roles overseeing teams dedicated to client services and partnerships.

Bob Bennett — Moderator

Senior Fellow, Center for Digital Government

Bob Bennett is a Senior Fellow at the Center for Digital Government and the founder of B2 Civic Solutions, an international smart cities consultancy firm based in Parkville, Mo. From 2016 to 2019 he served in Mayor Sly James’ administration as the Chief Innovation Officer for the City of Kansas City, Mo. During his tenure, he oversaw the city’s smart city initiatives including a 54-block total digitalization pilot, strategy development for the city and P3-based expansion plans.

Webinar

The State of Online Payments: Improving the Utility and Local Government Experience