The Challenge
The City of Eagle needed a more efficient way to manage overdue utility payments while reducing the operational burden associated with residential water shutoffs.
Traditionally, delinquent accounts often required city utility staff to travel to individual properties to manually disconnect and restore water service. This process created additional operational costs, increased staff workload, and introduced inconvenience for residents attempting to resolve overdue balances.
The city wanted a solution that could improve payment collection efforts while helping residents avoid service interruptions before shutoff actions became necessary.
The Solution
The City of Eagle implemented Prompt Pay to proactively communicate overdue utility balances directly to residents through email and text message payment requests.
Prompt Pay allowed the city to quickly send secure payment notifications with direct payment links, making it easier for residents to resolve balances before utility shutoff procedures were initiated.
By simplifying the payment experience and providing immediate digital payment access, the city was able to improve communication with residents while reducing the need for manual field operations.
The Impact
In 2025, the City of Eagle used Prompt Pay to successfully prevent 939 residential water shutoffs by encouraging residents to resolve overdue balances before service interruptions occurred.
The initiative also helped the city:
- Collect more than $2.1 million in utility payments
- Reduce operational costs associated with manual shutoff and restoration visits
- Minimize staff time spent traveling to residential properties
- Improve the overall payment experience for residents
By modernizing its payment outreach process, the City of Eagle was able to improve operational efficiency while supporting better outcomes for both city staff and citizens.