Modernizing Utility Payments for a More Accessible Future
March 10, 2025 by Jennifer Kidd
Reliable access to digital services is as central to the lives of residents as water and electricity. Residents expect to be able to access account information, make changes, and pay bills 24/7 from any of their devices. In addition, a 2024 federal rule detailed requirements to ensure that web and mobile applications are accessible to people with disabilities.
Agencies that embrace these changes know that providing digital access to government services also extends the reach and effectiveness of those programs. Services requiring in-person interactions pose challenges for residents who may live at a distance, lack transportation options, or need childcare. Local governments must also consider vulnerable populations that depend on their phones to access a broad range of vital services.
To effectively serve the broader public, local governments must always seek to remove barriers and engage as wide a range of constituents as possible.
The Benefits of Cloud-Based Solutions
Cloud-based solutions enable governments to provide accessible digital systems for all residents. They offer enhanced security and disaster recovery and an easier path to compliance with shifting regulatory standards. They replace fragmented, inefficient legacy systems to create better connections between departments, across agencies and jurisdictions, and with residents.
Modern payment solutions, in particular, enhance the resident experience by delivering accessibility, convenience, and flexibility. Offering multiple payment channels within a single interface allows residents to choose their preferred payment method for various government services.
Case Study: Antioch, California
The city of Antioch, California, offers an example of GovTech leadership making a difference. Located in California’s technology hub, the city is experiencing rapid growth. Leadership has responded by using technology to reduce manual processes and the need for residents to visit offices or call staff.
One aspect of their approach has empowered residents to access information about their water usage and more easily pay their water bills. Antioch implemented Tyler’s ERP Pro Utility Billing, including online payments through Utility Access and phone payments through Interactive Voice Response (IVR) and Text-to-Pay. Empowering residents to pay their bills by text has been particularly impactful. Since this option was introduced, monthly average shutoffs decreased by 50%.
The expanded self-service payment methods enhance the user experience because they are convenient, easy, and more secure than paying in person. Individual payment options can be saved securely through IVR or Text-to-Pay, making future payments even faster. The agency’s success with offering these payment options positions it to add future modernizations to increase residents’ access further.
In addition, department staff are free to invest more time assisting residents with business needs that require conversation. As a result, residents enjoy greater efficiency across agency services, increasing their satisfaction and trust in government. Through their evolving use of technology, Antioch’s governmental leadership demonstrates their commitment to serving the community’s needs while making the best use of financial resources.
Building an Accessible Future, Together
The importance of delivering accessible digital government services is evident. Residents expect GovTech systems to keep pace with the rest of their digital lives, and some constituents depend on mobile technologies for essential services. Agencies that use technology to bridge gaps and ensure equal access to services like utility payments, smart meters, and prepaid offerings are well on their way to strengthening community trust and increasing resident engagement. Tyler is committed to empowering governments with the necessary tools and expertise to achieve these goals.
About the Author: Jennifer Kidd is director of product strategy for ERP Pro at Tyler Technologies where she helps grow products, build relationships with clients, and invest in the Tyler team.