Electronic Bill Presentment and Payment

By: Kornel Terplan

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Hardcover | 12 March 2003 | Edition Number 1

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366 Pages

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Electronic bill presentment and payment (EBPP) is revolutionizing the billing process by offering online and real time presentment of bill content and payment choices. EBPP is the easy way of viewing billing status, remittance items, and presenting balances using a universal browser from any location. In contrast to paper-based bills, electronic billing enables service providers to combine billing with advanced customer care and improved customer relationship management.

Electronic Bill Presentment and Payment presents the essentials about this new way of viewing and paying bills. The author defines basic business models, such as biller direct and various consolidator model options, allocates the right tools to each of the models, and differentiates between the needs of principal industries. The text describes how to build and implement value added capabilities such as personalization, up-selling, online dispute management, and better control of the accounts payable and receivable process can significantly improve customer care and customer relationship management on behalf of service providers.

About the Author:
Kornel Terplan is a telecommunication expert with more than 30 years of highly successful multi-national consulting experience. He has provided consulting, training, and product development services to over 75 national and international corporations on four continents. He has served on the editorial board for over 140 articles, 22 books, and 115 papers. Dr. Terplan has designed five network management related courses and conducted over 80 seminar presentations in 15 countries.

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Introduction to EBPP	p. 1
Definition of Electronic Bill Presentment and Payment	p. 2
EBPP Service Types and Basic Business Models	p. 3
EBPP Evolution Phases	p. 5
EBPP Entities and Players	p. 6
Who Is Using Electronic Bill Presentment and Payment?	p. 8
Telecommunications Service Providers	p. 8
Utilities Service Providers	p. 10
Banks and Financial Institutions	p. 12
Insurance Companies	p. 14
Postal Industry	p. 15
Requirements for EBPP	p. 16
Driving Forces for EBPP	p. 17
Challenges to EBPP	p. 19
Summary	p. 20
The Billing Process	p. 23
Creation of the Bill	p. 25
Data Collection	p. 25
Use of Mediation Solutions	p. 30
Rating	p. 35
Apply Service Rates to Usage	p. 35
Apply Negotiated Discounts	p. 39
Apply Rebates	p. 40
Content Creation and Bill Design	p. 40
Presentment of the Bill	p. 43
Transitioning from Paper-Based to Electronic Formats	p. 43
Conversion to PDF Format	p. 44
Rasterization to GIF, JPG, or PNG	p. 45
Recomposition into HTML or XML	p. 45
Conversion to Normal HTML or XML	p. 46
Translation to Highly Formatted HTML or XML	p. 46
Content Creation and Deployment	p. 46
Notification	p. 48
Bill Presentment	p. 48
Payment	p. 49
Collection and Revenue Assurance	p. 49
Electronic Payment and Posting	p. 51
Comparison of Paper-Based and Electronic Solutions	p. 51
Operational Aspects	p. 51
Summary	p. 54
Business Models for EBPP	p. 55
Business Model: Biller Direct	p. 55
Business Model: E-Mail	p. 57
Business Model: Consolidator Alternatives	p. 58
Thick Consolidator Model	p. 58
Thin Consolidator Model	p. 59
Business Model: Consumer-Centric Aggregation	p. 61
Business Model: Use of Portals	p. 62
Business Model: Service Bureau	p. 62
Business Model: Application Service Provider	p. 64
Business Model: Invited Pull	p. 64
Comparison of Business Models	p. 66
Summary	p. 69
Value-Added Attributes of EBPP	p. 71
Value-Added Features to EBPP Core Solutions	p. 72
Faster Payments and Cash Management	p. 72
Cross-Selling and Up-Selling	p. 73
Online Resolution of Disputes	p. 77
Use of Chunking	p. 77
Validation of the Availability of Credits and Funds	p. 77
Connecting Workflow Capabilities	p. 78
Deploying Advanced Security Features	p. 81
Handling Multiple Invoices and Remittance Management	p. 81
Supporting Multiple Payment Alternatives	p. 82
Data-Analysis Capabilities	p. 83
Distribution Channels and Online Account Management	p. 84
Personalization	p. 86
Electronic-Component Composition	p. 86
Content Authoring and Deployment	p. 91
Site and Page Design and Management	p. 91
Site Design Considerations	p. 91
Page Design Considerations	p. 93
Summary of Site and Page Design and Management	p. 97
Customer Relationship Management (CRM)	p. 98
Use of EBPP for Business-to-Business (B2B) Relationships	p. 101
Concepts	p. 101
Reasons for Biller Resistance	p. 105
Sales Force Concerns	p. 105
Incomplete Design	p. 106
Lack of Internal Communication	p. 106
Additional Drawbacks	p. 106
Avoiding the Pitfalls	p. 106
Use of EBPP for Business-to-Consumer (B2C) Relationships	p. 108
Use of EBPP in Small and Medium Enterprises (SME) and Small-Office and Home-Office (SOHO) Environments	p. 110
Real-Time and Convergent Mediation	p. 111
Models for Telecommunications Service Providers	p. 111
Data Sources for Usage-Based Billing in the Telecommunications Industry	p. 113
URLs and Site Logs	p. 114
Infrastructure Instrumentation	p. 115
Network-Level Data	p. 115
Convergent Mediation for Efficient Billing in the Telecommunications Industry	p. 116
Summary	p. 119
Risks, Security, and Privacy with EBPP Business Models and Solutions	p. 121
The EBPP Security Assurance Process	p. 121
Identification of Information to Be Protected	p. 122
Analysis of Access Options to Protected Information	p. 122
Selection and Implementation of Solutions for Protection	p. 122
Periodic Reassessment of Security Solutions	p. 123
Security Risks with EBPP	p. 124
Security Solutions	p. 125
Security Procedures	p. 125
Public Key Infrastructure (PKI)	p. 127
Data Privacy	p. 129
Legal Issues	p. 131
Liability Issues and e-Mail	p. 131
Legal Authority of Digital Signatures	p. 131
Global Laws for e-Commerce	p. 132
Identrus Case Study	p. 133
Open Platform for Security (OPSEC)	p. 135
Summary	p. 136
Documentation and Payment Standards for EBPP	p. 137
Documentation Standards	p. 138
Hypertext Markup Language (HTML)	p. 138
Dynamic Hypertext Markup Language (DHTML)	p. 139
Extended Markup Language (XML)	p. 140
Wireless Application Protocol (WAP)	p. 143
Web-Distributed Authoring and Versioning (WebDAV)	p. 144
Simple Object Access Protocol (SOAP)	p. 145
Web-Services Description Language (WSDL)	p. 145
Universal Description, Discovery, and Integration (UDDI)	p. 145
Enterprise JavaBeans (EJB)	p. 146
NET Common Language Infrastructure	p. 147
Payment Standards	p. 147
Open Financial Exchange (OFX)	p. 148
GOLD	p. 149
Interactive Financial Exchange (IFX)	p. 150
eCheck	p. 151
NACHA	p. 153
Financial Services Technology Consortium (FSTC)	p. 153
Bank Internet Payment System (BIPS)	p. 153
iKP	p. 155
OpenSSL	p. 155
SET	p. 155
Smart Cards	p. 155
Alliances among EBPP Entities	p. 156
Spectrum	p. 156
Transpoint	p. 156
Credit Card Alliance (MasterCard, Amex, Visa)	p. 157
Summary	p. 157
EBPP Service Providers and Products	p. 159
Software Vendors and Application Service Providers	p. 162
CheckFree	p. 162
Products and Services	p. 162
Differentiators	p. 173
Avolent Corporation	p. 173
Products and Services	p. 174
Differentiators	p. 177
Edocs, Inc.	p. 177
Products and Services	p. 177
Differentiators	p. 181
iPlanet	p. 181
Products and Services	p. 181
Differentiators	p. 183
Metavante Corp.	p. 183
Products and Services	p. 183
Differentiators	p. 184
Financial Service Providers	p. 185
Bottomline Technologies	p. 185
Products and Services	p. 185
Differentiators	p. 186
Paytru$t, Inc	p. 186
Products and Services	p. 187
Service Features	p. 189
Consumer Benefits	p. 189
Small Business Edition	p. 189
Small Business Benefits	p. 190
Biller Benefits	p. 190
Security and Dependability	p. 190
Differentiators	p. 190
MasterCard	p. 191
Products and Services	p. 191
Differentiators	p. 191
Billing Service Providers	p. 191
Daleen Technologies, Inc	p. 191
Products and Services	p. 192
Differentiators	p. 192
DST Output	p. 192
Products and Services	p. 192
Differentiators	p. 194
Consolidators and Aggregators	p. 194
BillingZone, LLC	p. 194
Products and Services	p. 194
apConnect and arConnect Services	p. 195
Features for Billers	p. 196
Features for Payers	p. 196
Additional Features	p. 197
Differentiators	p. 198
NETdelivery Corp	p. 198
Products and Services	p. 198
Differentiators	p. 200
Princeton eCom	p. 200
Products and Services	p. 201
Differentiators	p. 204
Portals, Distributors, and Exchanges	p. 204
Intuit	p. 204
Other Portals	p. 205
Pros and Cons	p. 205
Document and Postal Service Outsourcers	p. 205
Mobius Management Systems, Inc	p. 206
Products and Services	p. 206
Differentiators	p. 207
Xenos	p. 208
Products and Services	p. 208
Differentiators	p. 209
Pitney Bowes docSense	p. 209
Products and Services	p. 209
Differentiators	p. 213
Service Bureaus	p. 214
BillServ, Inc	p. 214
Products and Services	p. 214
Differentiator	p. 215
The Selection Process	p. 215
The Selection Flowchart	p. 215
Request for Information (RFI) and Request for Proposal (RFP)	p. 217
Summary	p. 218
EBPP Operating Concepts	p. 223
Fault and Performance Management	p. 224
Fault Management	p. 224
Performance Management	p. 225
Web-Site Activity Analysis	p. 226
Usage Analysis	p. 226
Traffic Measurements	p. 232
Server Performance	p. 236
Load Balancing	p. 238
Storage Management	p. 240
Data Warehousing for Maintaining Data	p. 241
Support Systems and Management Applications	p. 244
Platforms and Core Applications	p. 244
Management Applications	p. 245
Content Creation and Deployment	p. 246
Fault Monitoring	p. 249
Web-Performance Monitoring	p. 253
Security Management	p. 263
Storage-Area Networks	p. 263
Benchmarking and Testing	p. 265
Service-Level Management	p. 266
Preparation of Service-Level Agreements	p. 267
Contract Negotiation and Signing the Contract	p. 267
Measurements and Reporting	p. 270
Maintaining and Supervising SLAs	p. 270
Service-Level Alternatives	p. 275
Help-Desk and Self-Care Tools	p. 276
Key Components	p. 276
Product Suite from Altitude	p. 276
Other Products	p. 280
Integration of Core and Management Applications	p. 280
Summary	p. 282
Case Studies of Successful EBPP Implementations	p. 285
Case Study 1--HTC with WebOSS to Implement EBPP	p. 285
Background of the Service Provider	p. 286
Bill-Payment Culture Changes	p. 286
Legal Situation	p. 287
Details about the Case Study	p. 287
Limitations and Restrictions	p. 288
System Architecture	p. 288
Operational Details	p. 290
Initial Load	p. 290
Registration and Authentication	p. 291
Data Synchronization between Tandem and Oracle--Role of the Extractor and Replicator	p. 292
Data Loading and Formatting	p. 293
System Log-In	p. 293
Online Bill Generation and Data Displays	p. 294
Setting Display to Show Entire Phone Number	p. 294
Service Usage Logs	p. 294
Security Considerations	p. 294
Operational Issues	p. 295
Direction of Future Developments	p. 296
Screenshots	p. 296
Case Study 2--CheckFree/Daleen/Cbeyond with Paperless Bill Presentment and Payment	p. 304
Background	p. 304
The Company	p. 304
Challenges	p. 305
Solution	p. 305
Benefits of the Solution	p. 305
Automation of CRM, Billing, and Flow-through Provisioning	p. 305
Single Solution for Convergent Billing	p. 306
Sound, Repeatable Operations Processes	p. 307
100% Paperless Invoicing	p. 308
Case Study 3--The Pitney Bowes Story	p. 313
Integrating the Messaging Process	p. 313
The e-Consolidation Site of Pitney Bowes	p. 314
Analyzing the Return on Investment (ROI)	p. 315
Summary	p. 317
Summary and Trends of Designing, Implementing, and Operating EBPP Solutions	p. 319
Benefits of Offering and Using EBPP	p. 319
EBPP Benefits for Service Providers	p. 319
Savings on Paper and Postage	p. 319
Improved Customer Care	p. 320
Self-Care Options	p. 320
Saving Time for Customer Service Representatives	p. 320
Better Cash Management	p. 321
Faster and Cleaner Remittances	p. 321
Reduced Costs for Customer Care	p. 321
Cross-Selling and Up-Selling Revenue	p. 321
EBPP Benefits for Consumers	p. 322
Positioning EBPP	p. 322
Key Issues to Be Solved for Successful EBPP Applications	p. 323
Successful Business Models--Impact of Demographics	p. 324
Regional Expectations	p. 326
North America	p. 326
Europe	p. 326
Asia/Pacific	p. 327
Summary	p. 327
Acronyms	p. 329
Bibliography	p. 335
Index	p. 337
Table of Contents provided by Rittenhouse. All Rights Reserved.

Electronic Bill Presentment and Payment

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Hardcover

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