Lawrence, IN, improves self-service utility payments

Lawrence’s Payment Solution

The City of Lawrence, Indiana, has made utility payments easier for all customers. Their integrated payment solutions centralizes web payments and payment kiosks on the CityBase payment platform.

Two self-service payment kiosks accept cash, check, and card payments, with no added fees. The kiosks are accessible 24/7, with one indoor kiosk located in a vestibule and the other installed as an outdoor drive-through kiosk. The city utility now collects 100% of cash payments through this convenient, self-service channel, which offers service in English and Spanish. The solution was recognized by StateScoop as 2021 Local IT Innovation of the Year for its success in promoting accessibly self-service bill pay.

The kiosks are powered by the secure, cloud-based CityBase payment platform, which integrates in real-time to Lawrence’s underlying source system. This allows customers to look up their current balance, with all payments reflected immediately against their account.

Lawrence’s mobile-optimized web payments enable customers to make a one-time payment or schedule recurring auto-payments. Customers can check out as a guest, or they can create a Lawrence Profile to securely store payment and contact information to manage future payments and checkout faster. In its first 3 months, more than 3,000 residents created a Lawrence Profile for more convenient utility bill pay.

The new solution streamlines reconciliation and helps staff to provide excellent customer service. The PCI Level-1 compliant CityBase platform also eliminates PCI security scope for Lawrence. Staff can manage all online and in-person transactions using CityBase Revenue Management.


What Clients Say

“The CityBase Revenue Management solution has sped up our reconciliation significantly,” said Tyler Douthit, City Controller & Utilities Chief Financial Officer, City of Lawrence. “For us to have that real-time integration and to see those payments real-time when we get to the month-end close, it’s such a faster process. Even daily reconciliation is sped up, so it’s been a significant tool for us. Keeping the kiosk and the web platform together on one revenue management tool helps reconciliation that much more.”

“The feedback’s been positive. The number of customers who are utilizing the kiosks continue to grow on a weekly basis,” said Jason Fenwick, Former Deputy Mayor, City of Lawrence. “When we evaluated the CityBase web-based platform, it simplified the reconciliation process. Even more importantly, it also offered a mobile-friendly version.”

Related video: Watch an on-demand discussion with Tyler Douthit, City Controller & Utilities CFO for the City of Lawrence, on how they prioritized customer experience for cash and digital payments. Access the video →

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