Electronic Billing and Payments Save Money
Written by John J. Xenakis for
CFO.com,
Jan 24, 2001.
It's a killer app, but so far no one's been able to tame it.
At Texas A&M University, 45,000 students use the "Aggie Card," a
prepaid debit card with which they purchase goods and services both on
and off campus. Each month, students receive, by secure E-mail, a
detailed statement of all charges on the card. The concept sounds
simple enough -- send out bills and statements by E-mail and, when
appropriate, have the customer use his or her mouse to click the
"Pay" button to pay the bill from a credit card or checking account.
It's all part of the latest phenomenon in retail banking, Electronic
Bill Presentment and Payment, or EBPP. Banks have been eager to
promote this service for years, and if it becomes widespread, they and
some of their larger business customers could save millions of dollars
a year by eliminating the printing, mailing, and handling customer
statements and paper checks.
Unfortunately, no large company in the United States has implemented
EBPP, says Michael Killen, CEO of consulting firm Killen & Assoc.
"There are about 30,000 good-sized companies in the world, and about
one-third of them issue large numbers of monthly bills," he says. "In
the near future, all of them will be equipped to send out all their
monthly bills electronically, while still issuing some by paper."
However, many retail customers are ambivalent about electronic bill
payment. According to a Gartner Group study of 40,000 U.S. households
last spring, 50 percent of the 130 million adults who use the Internet
do not want to receive their bills over the Internet. Another third
aren't sure.
"I see this [EBPP] as very parallel to moving from bank tellers to
ATM machines in the 1970s," says Gartner Group analyst Joyce Graff.
"There was a lot of resistance to ATM machines, because people enjoyed
talking to the pretty girls behind the teller windows. Then people
realized that they could get cash on Saturday evenings, and they
started preferring ATMs."
In fact, EBPP has taken root in some other forms. For example, Saks
Fifth Avenue allows its credit card customers to pay their bills
online, but it's not E-mail based. The customer has to go to his or
her Web page on the Saks Web site, view the bill, and pay it
electronically.
In terms of E-mail bill processing, the Aggie Card application is one
of the most advanced, but even it only does only half the job: It
presents the statements by E-mail, but since the card is a prepaid
debit card, there's no payment by E-mail.
Still, the university is very pleased with the results so far,
according to Charles Boatwright, who supervises the Aggie Card
program. Texas A&M is particularly pleased with the savings the card
generates in handling student payments.
In addition, the university is also happy with the appearance of the
E-mail statements. "It has to be pretty," he says, "and it has to be
an interactive document. So one of our goals was to send out richly
formatted text and have places where students could click on things."
In addition, Boatwright says the university guarantees delivery of
student payments. Texas A&M uses an ACI MessagingDirect
(http://www.messagingdirect.com) software system that ties the university's
student E-mail system into billers' back end accounting software. The
system collects billing data, formats the data into an interactive
E-mail message and uses public key encryption to guarantee to the
recipient that the statement is valid.
Boatwright says the university can guarantee delivery in its closed
environment, particularly because he was able to pre-assign E-mail
addresses.
"Companies that try to do this [with the general public] are going to
have a hard time," he says. Many customers won't have E- mail
addresses or have temporary addresses. We wouldn't have implemented
this system if we hadn't found a way to guarantee deliverability."
ACI MessagingDirect says its software will guarantee delivery of the
payment. The company's major competitor, MicroVault Corp.
(http://www.microvault.com) says its software will do the same. However, the
two companies are using different standards-based technologies, with
the result that MessagingDirect's software provides a larger number of
security features, but only customers running certain browsers (and
AOL's browsers are not among those) can receive bills by E-mail. On
the other hand, MicroVault indicates that its technology works with
all browsers.
Implementing either company's solutions has both up front costs and
transaction fees. Typical consulting fees for integrating the system
into a biller's accounting systems are $100,000 and up.
Both companies charge for use of their software on a transaction basis
-- number of bills delivered and paid, with MessagingDirect charging 5
cents to 30 cents per bill, depending on features used, while
MicroVault quotes an average of 10 cents per bill. In addition, both
companies require at least a $100,000 up front royalty prepayment --
money from which the transaction fees are deducted.
How long will it be before a large utility or telephone company uses
E-mail to send bills and receive payments? There are still a number of
hurdles to jump, according to Joyce Graff.
"For this to work today, you need some community of interest, such as
people trading in auto parts or all the doctors in the same HMO," says
Graff. "There's a big leap going from a bounded user community to the
general population. I think we're going to get there, but to achieve
it you'll have to Internet- enable all those customers, and that's a
huge challenge."
Despite the challenges, any company that uses snail mail to send out
paper bills and receive paper checks should be seriously looking at
this technology, because of the potential savings.
According to Graff, we should look to Europe and Asia for answers.
"Everyone's sticking their toes in the water, but it's much farther
ahead in Europe than in the U.S.," she says, pointing out that in
Europe people can receive and pay bills on their cell phones.
"There are banks in Europe giving away Internet-enabled telephones,
just as our banks give away toasters, just to allow for this kind of
bill paying," she says. If U.S. banks adopt a similar promotional
strategy, the market could take off.
(This is a modified version of an article that originally
appeared on
Jan 24, 2001
on
CFO.com
at
this location.
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