Digitising electricity bill payments

Digitising electricity bill payments


With Ezetap, OERC was able to achieve its vision of digitising electricity bill payment collection in Odisha.

Digitising electricity bill payments

75% Reduction in cash pilferage

Digitising electricity bill payments

30% Increase in agent efficiency

Operational efficiency with superior customer service

Story

Operational efficiency with superior customer service


OERC had an obsolete payment process with cash-heavy bill collections that led to delayed cashflow from the agency, high handling costs, inefficient and error-prone MIS reporting, and poor customer experience that led to overall operational inefficiency.

Refurbishing the entire bill payments experience

Goal

Refurbishing the entire bill payments experience


The board urgently needed to refurbish their bill payments experience which was vital to deliver an enhanced customer experience. The board was looking to collaborate with a payment service provider that could offer a comprehensive and unified payment solution, to help them digitise electricity bill collections across Odisha. They were looking for an integrated payment solution that would also help in digital doorstep payments.

An extensive and unified payment solution

Solution

An extensive and unified payment solution


Ezetap offered a combination of hardware and a software solution which was deployed across three power distribution companies - NESCO, WESCO and SOUTHCO.


  • Integrated Payment Solution: Ezetap built a custom application for OERC’s bill payment collection process, which was pre-installed on the Android A920 device and was deployed with all field agents. The custom app along with the device, allows OERC tax agents to accept any mode of payment – debit card, credit card, UPI, and cash from their customers. The Android A920 device also doubles up as a card reader and has an in-built printer using which the agent can easily print a physical receipt.
  • Real-time Transaction Update: All transactions recorded on the device, irrespective of the payment mode, are updated on the server and can be viewed and tracked in real-time from any location, including the head office.
  • Instant Receipt Generation for the Customer: Ezetap provided instant generation of tax receipt, both in digital and physical form.The receipt can be generated multiple times and printed at the time of payment collection. This digital receipt can also be sent to the customer on their email or mobile number.
  • Advance Payment Collection: OERC’s app has an additional feature for advance payment collection. At the time of payment collection, the customer can choose to make an advance payment for the next billing cycle, and the agent will be able to accept the payment as well as record this in the app. At the time of actual payment for the respective billing cycle, the pre-paid amount is adjusted and only the pending amount is reflected.
  • Automated Reconciliation: Three-way automated reconciliation and reporting dashboard is also present. The tax invoice, transaction, as well as settlements data are auto-reconciled across banks and payment modes. This data is saved in the server and provided in the form of a single dashboard for easy viewing.

massive_success

Massive Success


  • Superior Customer Experience: Ezetap’s solution provided the customer with the convenience of paying digitally at their doorstep. Spot digital payments along with choice of payment modes and instant receipt generation enhanced the entire payment experience for the customer.
  • Efficient Collection Process: Spot payment acceptance and advance payment collection eliminated the need for multiple customer visits, thereby increasing agent efficiency. Agents now also spend lesser time on manual reconciliation and paperwork. With more time in hand, agents are able to process more electricity bills per day.
  • Cost Optimisation: With the full digitisation of OERC’s bill payment process, there is now reduced cash pilferage. Automated reconciliation reduced the time spent on manual reconciliation and eliminated error-prone reporting directly impacting backend operational efficiency. Thus, the department had not only achieved a streamlined process but also onewhich was cost-optimised.
Easing tax collection process
Easing tax collection process

Easing tax collection process

Digitising rural retail
Digitising rural retail

Digitising rural retail

Stay connected seamlessly
Stay connected seamlessly

Stay connected seamlessly