YORK WATER
MODERNIZES MONTHLY BILLS
WITH CSG
Case Study
WHO?
The York Water Company is the oldest investor-owned utility in the nation, serving 77,000 customers across four Pennsylvania counties.
York Water printed and mailed its monthly statements in-house for many decades. But as the utility’s service area grew and its equipment aged, the associated costs of printing began increasing. Rather than continuing to print and mail its own bills, York Water’s leadership chose to double down on the company’s commitment to customers by choosing a partner to take over its monthly print-mail billing operations.
WHAT?
York Water sought a knowledgeable billing provider that could modernize existing operations without any service interruptions or discernable changes to customers.
With CSG, York Water cut its meter-reading-to-billing time by 50% (from 3 days to approximately 1.5). It also saved human hours. York Water’s in-house printing operations previously took the equivalent of one-and-a-half employees working full time to oversee the physical mailing process. Outsourcing those activities allowed York Water to pivot those employees to more customer service-related duties.
York Water employees now send their verified customer meter data to CSG’s facilities using a secure portal. From there, CSG generates bills nearly identical to what York Water produced in-house, and customers receive those bills on the same timeline as before—but through a streamlined process.
York Water turned to CSG, which prints more than 800 million documents each year. CSG’s size and experience allowed integration of York Water’s nuanced billing process into an efficient, scalable operation tailored specifically for the utility company.
HOW?
By outsourcing the process of printing and mailing customers’ monthly bills to CSG, York Water halved its time from meter reading to billing and rededicated 60 hours per week of employee time to customer service-focused tasks.
RESULTS
shifted from in-house printing labor to customer service
1.5 FTE
One NZ has the confidence of knowing they are working with an industry-leading solution, with CSG being recognized as a Niche Player in the 2023 Gartner® Magic Quadrant™ for Configure, Price, Quote Applications.
2023 Gartner® Magic Quadrant™
“Moving to a cloud-based architecture has been one of the best decisions we’ve ever made.”
— Andrew McDonald, Former Head of Domestic and Global Wholesale, One NZ
reduced time from meter reading to billing
50%
— Vernon BraceyVP, Customer ServiceYork Water
“It was CSG’s 40-year reputation as a stalwart in the printing and mailing industry that led York Water to partner with CSG over other providers.”
With CSG, York Water cut its meter-reading-to-billing time by 50% (from 3 days to approximately 1.5). It also saved human hours. York Water’s in-house printing operations previously took the equivalent of one-and-a-half employees working full time to oversee the physical mailing process. Outsourcing those activities allowed York Water to pivot those employees to more customer service-related duties.
shifted from in-house printing labor to customer service
1.5 FTE