Residents increasingly expect their interactions with government agencies to be as simple and intuitive as ordering something online or scheduling a ride share. Yet many local and county governments struggle to align their systems with these expectations, especially when it comes to billing.

Here, we’ll break down eBilling, bill reminders, and new bill notifications, offering practical advice for driving adoption and delivering better service to communities.

Understanding eBilling, new bill notifications, and bill reminders

To increase adoption, it’s important to clearly understand the distinct functions of these tools and why they matter to both agencies and residents.

What Is eBilling?

eBilling refers to the electronic delivery of legal billing documents. Residents who opt into eBilling receive official bills via email. The benefits include:

• Reduced administrative costs: Eliminate the need for paper, printing, and mailing, leading to significant savings
• Optimized billing efficiency: Simplify the billing process by reducing time and resource consumption for both staff and recipients
• Increased enrollment potential: Effective promotion of eBilling can boost enrollment rates by 3-5%
• Enhanced bill delivery reliability: eBills are delivered directly to recipients’ online accounts, eliminating the risk of bills being lost in the mail
• Reduced office foot traffic: In cities like St. Louis, over half of visitors come in without a copy of their mailed bill; eBilling ensures permanent digital records accessible through online accounts, reducing the need for in-person visits

New bill notifications keep residents updated

New bill notifications let residents know when a new bill is ready, regardless of whether they’re enrolled in eBilling. These updates provide transparency and ensure residents are informed without implying urgency.

Proactive engagement with bill reminders 

Bill reminders are email alerts that inform residents of an upcoming due date. While they do not serve as legal billing documents, they help residents stay on track and avoid late fees.

Messaging clarity matters

Confusing these tools can create barriers to adoption. Clear communication about each feature ensures residents understand how they work and why they’re valuable.

Tips for driving eBilling adoption in local government

Transitioning residents to eBilling requires intentional strategies. Here are steps your agency can take:

1. Simplify messaging

Use resident-focused, jargon-free language to explain eBilling. Clearly outline:

• What eBilling is
• How it works
• Why it benefits residents and the community

2. Promote environmental and cost savings

Emphasize the positive impact of reduced paper use and lower administrative costs. Highlighting these benefits appeals to environmentally conscious residents and showcases fiscal responsibility.

3. Offer incentives for enrollment

Offer small perks, such as reduced fees or other benefits, to encourage residents to switch to eBilling. Incentives can be the nudge some residents need to make the change.

4. Make enrollment easy

Complicated processes deter participation. Ensure residents can sign up for eBilling quickly and efficiently, whether online, via a mobile app, or in person.

5. Engage through multiple channels

Relying on a single communication method limits your reach. Use a combination of email campaigns, social media posts, in-person outreach, and phone notifications to inform all demographics about eBilling.

Creating a consumer-grade experience

To meet modern expectations, government billing systems must prioritize accessibility, reliability, and user trust. While governments operate differently from non-government organizations, their approach offers valuable lessons.

Adopt consumer-grade best practices

Focus on usability improvements. Such as:

• Simple, intuitive interfaces
• Mobile-friendly platforms
• Clear navigation and instructions

Data is usually available for influencing improvements

Modern billing systems provide valuable data insights. Use this data to identify areas with low adoption rates and adjust your strategy. For example, if older residents are underrepresented, create targeted outreach campaigns to address their specific needs.

Trust through transparency

Residents need to trust that their data is secure. Communicate your privacy practices and how eBilling enhances efficiency without compromising information security. Transparency builds confidence and encourages participation.

Taking the first step toward better billing

By embracing eBilling and related tools, local governments can save resources, reduce confusion, and improve resident satisfaction. Success begins with clear communication and thoughtful implementation. Evaluate your current billing systems, engage your residents, and commit to creating a more user-friendly experience.