utility information pipeline

Want to learn more about remittance processing?

If you’ve been a reader of the Utility Information Pipeline for any length of time, you know one of my recurring themes is improving efficiency in utility business offices.

One of the easiest ways for utility offices to become more efficient is to offer better options for your customers to pay, beyond the basic checks in the mail and walk-in payments.

Previously, I’ve written about the easiest way to collect payments, accepting credit cards, online bill pay systems, automating phone credit card payments, streamlining online banking checks, and alternatives to entering mail payments.

Free, informative webinar

One of the alternatives to entering mail payments manually is a remittance processing system. If you’d like to learn more about remittance processing systems, Logics is hosting a free webinar with our partner, ProfitStars, on Wednesday, November 29, 2017 at 2:00pm eastern time. During this webinar you will learn how ProfitStars’ RemitPlus remittance processing system can save time entering mail payments.

Utilizing a desktop scanner, RemitPlus software provides efficiencies that some customers have claimed cut their check processing time by over 75%. Several Utility Information Pipeline readers are already taking advantage of the great tools provided by RemitPlus.

Please plan to participate in this informational webinar to discover the benefits of RemitPlus, including:

  • Scanning software that allows check and coupon payments to be auto-posted (i.e. without human attention to each item)
  • Exporting of both a Check21 bank deposit file and an auto-posting file from a single pass through a scanner
  • Unlimited storage and simplified access of check images for improved customer service
  • Elimination of problematic paper checks from bank bill pay systems

To register for the webinar, please click here.

Are you processing payments as efficiently as possible?

Do you ever wonder if your office could more efficiently process payments? If so, please give me a call at 919-232-2320 or e-mail me at gsanders@logicssolutions.com to learn how a business review could benefit your utility.

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© 2017 Gary Sanders

Is this really poor customer service…?

Recently, I was presenting my Improving Revenue Collections for Utilities presentation to the Alliance of Indiana Rural Water Fall Conference.

Part of my presentation deals with offering additional payment methods, such as bank drafts, online bill pay, and IVR payments. While discussing these, I stress how important it is to offer convenient ways for customers to pay without visiting the office.

Audience concern

About midway through my presentation, a gentleman on the back row raised his hand to voice an objection. This gentleman works in the industry, but not for a utility, and his concern was something to the effect of “it sounds like you are advocating for utilities to be less customer friendly by encouraging their customers not to come to the office to pay.”

My response

I explained that, quite the opposite, I firmly believe in – and advocate for – utilities providing outstanding customer service. I went on to explain that some customers, especially millennials, actually prefer not to interact in person.

By offering a fully integrated online bill pay system where customers can research their billing and usage history and make payments, your utility is actually providing an invaluable customer service. By doing so, and thereby reducing the number of calls or visits to your office, you actually free up staff time to more effectively deal with customers who have more serious issues.

By devoting enough time to adequately research and assist customers with excessively high bills or to set up a payment plan, your utility is able to offer even better customer service. If your staff time is consumed with walk-in customers merely wanting to make payments, they won’t have the time to devote to those customers who truly need the attention.

Do you ever wonder…?

Do you ever wonder if your office staff spends too much time dealing with walk-in customers? If so, please give me a call at 919-232-2320 or e-mail me at gsanders@logicssolutions.com to learn how a business review could benefit your utility.

Click here to subscribe to my free, bi-weekly email newsletter...

© 2017 Gary Sanders

What’s a compound meter?

In the last Utility Information Pipeline, I wrote about the pros and cons of metering individual premises. That article went on to briefly mention the possibly needing a compound meter, if a master meter were to be installed. So, what exactly is a compound meter…?

Compound meters

Compound meters (sometimes referred to as high/low meters because they have high and low flow sides) are used in situations where large volumes of water need to be metered, but at other times slower flows must also be recorded.

Such a scenario could be a large, multi-unit apartment building or a hotel that must be able to meter high usage first thing in the morning, when many residents are showering at the same time, but also measure low flows in the middle of night to record the occasional toilet flush. A manufacturing plant that uses large volumes of water while the plant is in operation, and minimal usage at other times, is another example of a prime candidate for a compound meter.

The Alliance for Water Efficiency has a good, easy to understand description of compound meters in this article.

For billing purposes, with compound meters, two sets of meter readings are taken – a larger meter for the high flows (the “high side”) and another, smaller meter, for the low flows (the “low side”). The usages are then added together and the customer is billed for the combined usage.

Don’t be fooled

The “high side” of a compound meter may not always be the higher reading of the two. The high side could have already rolled over, and have a lower reading, or there could be relatively little high demand. In the latter case, most of the water used would be metered by the “low side”.

Does your billing system support compound meters?

Many older billing systems don’t properly support compound meters. Some require creating two accounts – one for the high side meter and another for the low side meter. Others require manipulating the readings before entering them as a single, combined meter.

If your billing system doesn’t easily handle compound meters, it may be time for a change. If you’re in this situation, please give me a call at 919-232-2320 or e-mail me at gsanders@logicssolutions.com to learn how a business review could benefit your utility.

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© 2017 Gary Sanders

Do you or don’t you…?

…meter individual premises?

Many of the ideas for Utility Information Pipeline articles come from personal experience working with utilities. My second best source of ideas is from listservs I subscribe to. This topic falls into the latter category.

Policy deviation question

About a year ago, a listserv question was posed asking about the pros and cons of deviating from the utility’s policy of metering all single family residences individually and allowing a townhouse development to install a master meter. The homeowner’s association would be responsible for the bill for the master meter.

Pros of master metering

Obviously, the big advantage to a single master meter over multiple individual meters is that the utility only has one meter to maintain, read, and bill. Depending on the number of residences in the development, it is also likely a single, larger meter would be less expensive to purchase and install than many individual, smaller meters.

Cons of master metering

The list of disadvantages is a much longer list…

First of all, if you have to turn the water off for non-payment, you don’t have just one angry person, you have many. Even though, in this scenario, the customer is the homeowner’s association, the reality is you have a public relations nightmare and, if you are a local government, many irate citizens.

If you ever have to enact water conservation measures in the event of a drought, a single master meter makes it impossible to determine who is and who isn’t abiding by the conservation restrictions.

Likewise, if there is a leak within a residence, there is no way to know which occupant is experiencing the leak. Similarly, if there is a leak in the piping on the customer’s side of the meter, there is no way to determine where the leak is.

Finally, depending on the number of units and the size of the master meter, a compound meter would most likely be required to accurately register low flows such as toilet flushes in the middle of the night.


My recommendation in this situation would be that the utility not deviate from their policy. After all, isn’t that why you have policies in the first place – to determine how to handle situations like this?

Is it time to update your policies?

If it’s been a while since you’ve updated your policies, please give me a call at 919-232-2320 or e-mail me at gsanders@logicssolutions.com to learn how a business review could benefit your utility.

Click here to subscribe to my free, bi-weekly email newsletter...

© 2017 Gary Sanders

I need your assistance!

A couple months ago I participated in a webinar designed to help bloggers grow their online audiences. One of the takeaways was to offer an incentive for subscribing, which I did with my free ebook, entitled “5 Surefire Ways to Save Time Processing Payments“.

Another takeaway was to develop a reader survey to learn more about my readers and what interests them.

Reader survey

I’ve taken the advice from that webinar and developed a short survey to gather input from my readers, such as you.

In addition to general demographic questions and inquiring about how you consume information, the survey includes open ended questions about this blog. Specifically, I’m interested to know what you like best about the Utility Information Pipeline and how I can improve it.

Can I highlight your utility?

From time to time, I publish a feature called Reader Spotlights where I highlight a utility that has implemented something I’ve written about. If you have a success story with a policy you’ve implemented or a procedure you’ve changed as a result of something you’ve read here, there’s a place to share that, as well.

Take the survey

To participate in the reader survey, please click here. Please accept my thanks in advance for taking the time to complete the survey.

Prefer to talk directly?

If you would prefer to share your thoughts directly, please feel free to give me a call at 919-232-2320 or e-mail me at gsanders@logicssolutions.com.

NRWA WaterPro Conference

Will you be attending the National Rural Water Association WaterPro Conference in Reno next week? If you will, or know someone who will be, please make plans to attend my presentation Improving Revenue Collections for Utilities at 4:00 pm next Monday, September 18.

If you are going to be there, please be sure to introduce yourself!

Click here to subscribe to my free, bi-weekly email newsletter...

© 2017 Gary Sanders

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Gary Sanders

I am the Senior Consultant with Logics, LLC in Raleigh, North Carolina. I have over 35 years experience developing and implementing utility billing and financial software and consulting with utilities and municipalities. My bi-weekly email newsletter draws from my experience in working with over 200 utilities and local governments to offer insight into how utilities can improve operations and better serve their customers. If you have a comment or a suggestion for a future email, please contact me by calling 919-232-2320 or sending an email to gsanders@logicssolutions.com