Billing and Payment Programs, Enrollment Strategies and Measurable Impacts
Budget billing and levelized payment programs can stabilize customer bills, reduce call volume and improve revenue predictability – but success depends on thoughtful design and sustained enrollment. This panel will explore how utilities are structuring these types of programs as well as others, from eligibility criteria and true-up cycles to integration with AMI data and digital channels. Hear practical approaches to driving enrollment across residential and small-business segments, including messaging, incentives and agent-assisted vs. self-service pathways. The panel also will examine how leading utilities measure impact – including effects on customer satisfaction, arrears and operational efficiency. Attendees will leave with actionable insights to refine program design, boost participation and better align billing strategies with evolving customer expectations.
Moderated by: Renee Wagner, Senior Consultant, Chartwell Inc
Renee Wagner is a Senior Consultant at Chartwell Inc. and a recognized leader in the utility industry’s billing and payment space. With over three decades of experience, she brings deep expertise across billing operations, payment services, financial performance, and system integration. Renee is known for her strategic and operational leadership, helping organizations enhance efficiency, improve customer experience, and adopt data-driven and technology-enabled solutions. She currently leads the Billing & Payment Leadership Council, where she collaborates with industry peers to advance innovation and best practices across the utility sector.
Panelists:
- Karen Thomas, VP, Customer Relations, EPB
Karen Thomas leads EPB’s Customer Relations Division. Her responsibilities include serving customers by providing 24/7/365 customer care and utilizing new technologies to enhance EPB’s customer experience. Thomas’ efforts have led to EPB receiving award-winning acclaim from our customers. She has been instrumental in rolling out SMS, Live Chat, social media and other platforms to help provide positive customer service experiences for the people we serve. Her work is more critical now as she uses changing technologies and industry trends to benefit our community.
- Joni Gehr, Senior Manager Customer Billing, Salt River Project (SRP)
Joni Gehr has 30 years of SRP experience, with most of her career rooted in Customer Billing. A trusted subject matter expert, she offers deep expertise in interval data, special contracts, and renewable billing. Joni previously led the Quality Assurance Testing team and currently serves as Senior Manager, Customer Billing. Her organization of 50 FTE across four specialized billing teams and an analyst team supports retail electric billing for more than one million residential and commercial customers each month, including the largest prepay program in North America, and is preparing for the transition from a legacy CIS to SAP S/4HANA in March 2027.
- Raymond Joseph, Billing & Payments Section Manager, Customer Operations, Con Edison of New York
Raymond is responsible for the Billing & Payment systems at Con Edison, building strategies that analyze behavior through the use of online Customer Advisory Communities to understand their digital needs. Raymond and his team have significantly improved Con Edison’s billing & payment programs, offering numerous customer preferred payment options. Prior Raymond worked for the Long Island Lighting Company, KeySpan Energy and National Grid, consolidating multiple print & mail centers, as well as driving early adoption of digital channels to maximize cost savings.
Learn More and Register for EMACS
View All EMACS 2026 Session Details
