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: To Be Announced

 

Learn More and Register for EMACS

View All EMACS 2026 Session Details