Billing and Payment – Improving Debt Collection with Prepay – Modesto Irrigation District – Case Study – 2018

In 2015, the Modesto Irrigation District launched Power Up Billing, a prepay pilot program. About 250 customers have taken part in the pilot, which has resulted in improved customer satisfaction, a reduction in contact center calls, increased collection of overdue accounts, and increased operational efficiencies, allowing additional time for customer service staff to work on other tasks. The pilot has also proven that prepay appeals to a variety of customers, not just lower-income customers and those with past-due account balances.