On-Demand Discussion: Prioritizing Customer Experience for Cash and Digital Payments
Over the last year, Lawrence, Indiana introduced new payment options that prioritize customer experience and streamline revenue collection. Now Lawrence residents can pay for municipal utility bills through 24/7 walk-up and drive-through kiosks, or choose to set recurring auto-payments online.
We sat down with Tyler Douthit, City Controller and Utility CFO for the City of Lawrence, on how the City transformed online and in-person payments to:
- Promote better self-service options for all customers
- Mitigate cash-handling to reduce person-to-person contact
- Automate revenue management for staff across all payment types