Echo Logo
Echo Logo

Billing systems and processes are central to new Ofwat initiative

From the Knowledge Centre

Following calls from Ofwat, the Water Services Regulation Authority, to water companies encouraging them to be more creative in how they charge customers - to reduce bills and save water supplies - Andy Mack, Software Director of Aptumo, a part of Echo Managed Services, says:

“Launching new flexible tariffs to help people reduce consumption and lower their bills is beneficial to both the environment and people’s pockets, especially during the on-going cost-of-living crisis, so it’s great to see this as a focus for the sector. But making sure back-end systems and processes are also capable of delivering this type of trial will be central to its success.

“Providing a great billing customer experience is reliant on a billing system which can offer multiple billing options to many customers. Water companies must make sure their billing software is able to cope with an advanced level of customisation, and that it can support smart meter network data and deal with numerous alternative tariffs, otherwise they risk falling behind others in the industry or not delivering a smooth billing experience for customers.

“Whilst the focus is quite rightly on tariff innovation, creativity and a sector smart meter roll out to help reduce bills and save precious water supplies, we mustn’t lose sight of the billing customer experience and water companies shouldn’t forget the importance of having the right systems, processes and support in place to ensure new tariffs are introduced and delivered smoothly. This is a sector that’s long been characterised by simpler metered or unmeasured charges, and this additional complexity could damage the success of new tariff trials if not carefully considered.”

Share this article

More in the Knowledge centre

More News

News

Echo Managed Services strengthens its service with a new head of billing and collections

We are delighted to have appointed Lee Hugill to this important role to help our water sector clients.

Read
News

One in six delayed payment of a water bill due to lack of understanding

Unclear communications and a lack of understanding of water bills are causing almost one in six (14%) bill payers to…

Read
News

Echo appoints a new Head of Operations

We are delighted to have appointed Leanne Florence to this senior role.

Read
News

Echo to deliver specialist customer service and new software to Northern Ireland Water

Echo has won a new contract to deliver contact management, billing, and collection management services for Northern Ireland Water. The…

Read

More Billing & Customer Information Software

Blog

Gen Z most likely to struggle keeping up with water bills as a result of the cost-of-living crisis

More than half (51%) of Gen Z bill payers have struggled to pay a household bill in past year Gen…

Read
Research & Resources

Affordability and the water sector: how water companies can support their customers through these turbulent times

We asked 2,000 UK bill payers how their financial situation has changed over the last year or so, how they’re…

Read
Blog

Improving the experience for water customers during the cost-of-living crisis

According to Ofwat’s cost of living report 2022, almost a fifth (17%) of water bill payers have struggled to pay…

Read
News

North East Water chooses Aptumo to enhance its customer experience

The Victoria-based water utility has chosen Aptumo, the next-generation customer and billing solution, to support its team to deliver a…

Read

Choose how you want to get in touch with us

Pick up the phone and call us...

0845 12 12 122

Call

...or simply email us for a quick response.

ask@echo-ms.com

Send email