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Mobile Billing and Payment: Utility Benchmarking and Latest Consumer Trends. Hype or The Real Deal? Eric Leiserson. Utility Payment Conference. The Smartphone World We Live In. The Smartphone World We Live In.

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Hype or the real deal eric leiserson

Mobile Billing and Payment: Utility Benchmarking and Latest Consumer Trends

Hype or The Real Deal?Eric Leiserson

Utility Payment Conference



The smartphone world we live in1
The Smartphone World We Live In Consumer Trends

“I’m still discovering cool stuff I can do with my smartphone. Today I sent a photo to my mom, bought some music, trimmed my sideburns, blended a smoothie and received and paid my bills!”


Key question
Key Question Consumer Trends

With all the coverage and activity on mobile payments where are consumers and billers (utilities) with respect to Mobile Bill Pay and Presentment (MBPP)?


Overview
Overview Consumer Trends

The Ubiquitous, All Inclusive, Incredible Hyper Growing Smartphone

New Consumer Mobile Bill Presentment and Payment (MBPP) Insights from the 2012 Billing Household Survey

New Biller MBPP Insights from clients and Fiserv Commissioned Mobile Biller Benchmark Study



Hyper Changing Mobile Habits Smartphone Marketplace

  • 84 percent of smartphone users have accessed the Internet on their phone in the past week

50%

50%

  • 21 percent of mobile phone owners have used mobile banking in the past 12 months

of Adults Have a Smartphone

of Adults Have a Smartphone

  • 56 minutes a day is the average amount of time Android Users spends interacting with mobile web and apps

Sources: Nielsen, Mobile Insights, Q1 2012, Google,2012, Pew Research Center’s Internet & American Life Project 2011 and 2012, Consumers and Mobile Financial Services, Federal Reserve, 2012


Smartphone ownership is increasing across all demographics
Smartphone Ownership is Increasing Across all Demographics

% of Adults who own a smartphone

2012

2011

By Age Group

Income Level

Education

18-24

Less <30K

< High school

25-34

30-49K

High School Grad

35-44

50-74K

Some College

45-54

75K+

College +

55-64

Source: Pew Research Center’s Internet & American Life Project, 2012


U s smartphone penetration by ethnicity
U.S. Smartphone Penetration by Ethnicity Demographics

Source: Nielsen, Mobile Insights, Q1 2012


Under Banked Have Higher Levels of Mobile Payments and Mobile Bill Payments

Mobile Bill Payments


Mobile banking adoption will also fuel bill pay and e bill
Mobile Banking Adoption Will Also Fuel Bill Pay and E-bill Mobile Bill Payments

20% of Americans with a both a bank account and a mobile phone has used mobile banking in the last 90 days.

25% of which paid a through their Bank’s Mobile Web or App

The Potential: If the concerns of non-users of mobile payments were addressed, 34% say they would pay bills online using their phone

Source: Consumers and Mobile Financial Services, Federal Reserve, 2012



Mobile Bill Payment Adoption Among Online Consumers Increased 33% Between 2011 and 2012 from 6% to 8%

Why Almost 8 Million Consumers Paid Bills Over Their Mobile Phone

  • Among Smartphone Owners: 12% Paid a Bill Through Their Smartphone, an Increase of 41%

  • 3% of offline households paid a bill through their mobile phone

Source: Billing Household Survey, Fiserv, Inc., 2012


Type of bills paid through mobile device 2011 vs 2012
Type of Bills Paid Through Mobile Device 2011 vs. 2012

Which bills did you pay through your mobile device?

2011

2012

Sources: Billing Household Survey, Fiserv, Inc., 2011 & 2012


Almost One in Three Very Interested/Interested in Viewing and Paying Bills from Smartphone; Prefer Multiple Options

What is your interest level in a biller providing multiple billing and payment options such as viewing bills, making payments and seeing nearby walk-in payment locations?

Through mobile browser

Through a mobile app

Base: Among smartphone owners who are very interested and interested in mobile billing and payments

Source: Billing Household Survey, Fiserv, Inc., 2012


Bill payment main function consumers desire in a biller app or mobile website
Bill Payment Main Function Consumers Desire In A Biller App or Mobile Website

What are the main functions you would like for a biller to provide via a mobile browser or app:

Source: Billing Household Survey, Fiserv, Inc., 2012


Using mobile browser to reach provider s website most common method
Using Mobile Browser to Reach Provider’s Website Most Common Method

Bill Pay Access through Smart Phone

Sources: Billing Household Survey, Fiserv, Inc., 2012


Majority of bills funded with cards followed by ach
Majority of Bills Funded with Cards Followed by ACH Common Method

Of the bills paid using the texting, browser or app capabilities of your cell phone, how many were:

Sources: Billing Household Survey, Fiserv, Inc., 2011 & 2012



Main reasons for billers mobile plans are customer service billing and payment and customer demand
Main reasons for Billers’ mobile plans are customer service, billing and payment, and customer demand

Do you see the development of the Mobile device channel providing a means to:

Source: Biller Mobile Bill Pay Benchmark Study, BlueFlame Consulting for Fiserv, Inc., 2012


Billing payment along with service updates are top mobile priorities for billers
Billing & payment along with service updates are top mobile priorities for billers

1

2

3

4

5

6

Mobile bill pay

26%

36%

13%

3%

Service updates

22%

4%

18%

29%

Pmt alerts/notifications

21%

24%

11%

4%

Recent acct activity/usage

18%

7%

13%

18%

Bill presentment

16%

22%

11%

7%

Customer communications

2%

9%

33%

34%

Source: Biller Mobile Bill Pay Benchmark Study, BlueFlame Consulting for Fiserv, Inc., 2012

What are your organization's priorities among these potential Mobile service options? ("1" is most important priority, "2" is second most important, etc.)


Billers believe billing payment is a main mobile activity for consumers at their site
Billers believe billing & payment is a main mobile activity for consumers at their site

Source: Biller Mobile Bill Pay Benchmark Study, BlueFlame Consulting for Fiserv, Inc., 2012

What do you customers typically do with your organization while they interact through their mobile device?


Mobile is in the planning stages for most utilities and is handled by multiple groups in their organization

Who (or which area) has responsibility for Mobile Bill Pay and Presentment in your organization? Check all that apply

Does your organization have an overall mobile strategy?

Source: Biller Mobile Bill Pay Benchmark Study, BlueFlame Consulting for Fiserv, Inc., 2012


Majority of billers plan to outsource billing and payment functionality
Majority of billers plan to outsource billing and payment functionality

How do you envision using an outsourced provider for mobile functionality?

Source: Biller Mobile Bill Pay Benchmark Study, BlueFlame Consulting for Fiserv, Inc., 2012


Mobile web and downloadable app are both preferred by billers
Mobile web and downloadable app are both preferred by billers

Mobile web version

68%

Downloadable full self-service app

64%

Dedicated bill pay app

15%

Source: Biller Mobile Bill Pay Benchmark Study, BlueFlame Consulting for Fiserv, Inc., 2012

What would be your preferred approach to providing Mobile Bill Pay and Presentment to your customers? Check all that apply


Mobile web and iOS apps are top preferences for providing billing information to customers’ mobile devices

If possible, what approaches have you followed,(or anticipate) using to provide billing information to customers’ mobile devices? ("1" is most preferred, "2" is second most preferred, etc.)

1 2 3 4 5

Source: Biller Mobile Bill Pay Benchmark Study, BlueFlame Consulting for Fiserv, Inc., 2012


Questions and answers
Questions billing information to customers’ mobile devices and Answers


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