Cabarrus Today

Amid the challenges posed by the coronavirus pandemic, the City of Concord sought to limit face-to-face interactions while still providing customers with a way to pay their bills. Recognizing that some residents are underbanked or uncomfortable with online payments, the city needed a solution for in-person payments that ensured safety and security.

Today, customers at Concord's utility office can make payments without direct contact with customer service personnel, thanks to the new Utility BillPay Kiosk from DynaTouch. This kiosk allows bill payments via cash, check, or credit card.

DynaTouch supplied both the hardware and software for the kiosk, integrating it seamlessly with Concord's Customer Information System (CIS) and payment processor. The company also handled installation, on-site training, and ongoing support.

The self-service system has proven successful. Residents have adapted to using the kiosk for bill payments, which has collected over half a million dollars in utility bill payments this year alone.

Concord Revenue Manager Rita Ellison commented on the project: “I have worked with Paul Lillie and the DynaTouch team through the integration and deployment process. I really appreciate their dedicated efforts in seeing the project through. Their determination was invaluable.” She also acknowledged NorthStar and Invoice Cloud as key partners in creating an integrated system for processing payments and updating customer records.

Looking ahead, Concord is considering additional BillPay Kiosks, including an outdoor model accessible 24/7 to better meet customer needs.