Electronic Bill Presentment and Payment,9780849314520

Electronic Bill Presentment and Payment

by ;
Edition: 1st
ISBN13: 9780849314520
ISBN10: 0849314526
Format: Hardcover
Pub. Date: 2003-03-12
Publisher(s): CRC Press
List Price: $183.75

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Summary

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.

Author Biography

Kornel Terplan is a telecommunication expert with more than 30 years of highly successful multinational 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.

Table of Contents

Introduction to EBPP
1(22)
Definition of Electronic Bill Presentment and Payment
2(1)
EBPP Service Types and Basic Business Models
3(2)
EBPP Evolution Phases
5(1)
EBPP Entities and Players
6(2)
Who Is Using Electronic Bill Presentment and Payment?
8(8)
Telecommunications Service Providers
8(2)
Utilities Service Providers
10(2)
Banks and Financial Institutions
12(2)
Insurance Companies
14(1)
Postal Industry
15(1)
Requirements for EBPP
16(1)
Driving Forces for EBPP
17(2)
Challenges to EBPP
19(1)
Summary
20(3)
The Billing Process
23(32)
Creation of the Bill
25(18)
Data Collection
25(5)
Use of Mediation Solutions
30(5)
Rating
35(1)
Apply Service Rates to Usage
35(4)
Apply Negotiated Discounts
39(1)
Apply Rebates
40(1)
Content Creation and Bill Design
40(3)
Presentment of the Bill
43(6)
Transitioning from Paper-Based to Electronic Formats
43(1)
Conversion to PDF Format
44(1)
Rasterization to GIF, JPG, or PNG
45(1)
Recomposition into HTML or XML
45(1)
Conversion to Normal HTML or XML
46(1)
Translation to Highly Formatted HTML or XML
46(1)
Content Creation and Deployment
46(2)
Notification
48(1)
Bill Presentment
48(1)
Payment
49(2)
Collection and Revenue Assurance
49(2)
Electronic Payment and Posting
51(1)
Comparison of Paper-Based and Electronic Solutions
51(1)
Operational Aspects
51(3)
Summary
54(1)
Business Models for EBPP
55(16)
Business Model: Biller Direct
55(2)
Business Model: E-Mail
57(1)
Business Model: Consolidator Alternatives
58(3)
Thick Consolidator Model
58(1)
Thin Consolidator Model
59(2)
Business Model: Consumer-Centric Aggregation
61(1)
Business Model: Use of Portals
62(1)
Business Model: Service Bureau
62(2)
Business Model: Application Service Provider
64(1)
Business Model: Invited Pull
64(2)
Comparison of Business Models
66(3)
Summary
69(2)
Value-Added Attributes of EBPP
71(50)
Value-Added Features to EBPP Core Solutions
72(14)
Faster Payments and Cash Management
72(1)
Cross-Selling and Up-Selling
73(4)
Online Resolution of Disputes
77(1)
Use of Chunking
77(1)
Validation of the Availability of Credits and Funds
77(1)
Connecting Workflow Capabilities
78(3)
Deploying Advanced Security Features
81(1)
Handling Multiple Invoices and Remittance Management
81(1)
Supporting Multiple Payment Alternatives
82(1)
Data-Analysis Capabilities
83(1)
Distribution Channels and Online Account Management
84(2)
Personalization
86(1)
Electronic-Component Composition
86(5)
Content Authoring and Deployment
91(7)
Site and Page Design and Management
91(1)
Site Design Considerations
91(2)
Page Design Considerations
93(4)
Summary of Site and Page Design and Management
97(1)
Customer Relationship Management (CRM)
98(3)
Use of EBPP for Business-to-Business (B2B) Relationships
101(7)
Concepts
101(4)
Reasons for Biller Resistance
105(1)
Sales Force Concerns
105(1)
Incomplete Design
106(1)
Lack of Internal Communication
106(1)
Additional Drawbacks
106(1)
Avoiding the Pitfalls
106(2)
Use of EBPP for Business-to-Consumer (B2C) Relationships
108(2)
Use of EBPP in Small and Medium Enterprises (SME) and Small-Office and Home-Office (SOHO) Environments
110(1)
Real-Time and Convergent Mediation
111(8)
Models for Telecommunications Service Providers
111(2)
Data Sources for Usage-Based Billing in the Telecommunications Industry
113(1)
URLs and Site Logs
114(1)
Infrastructure Instrumentation
115(1)
Network-Level Data
115(1)
Convergent Mediation for Efficient Billing in the Telecommunications Industry
116(3)
Summary
119(2)
Risks, Security, and Privacy with EBPP Business Models and Solutions
121(16)
The EBPP Security Assurance Process
121(3)
Identification of Information to Be Protected
122(1)
Analysis of Access Options to Protected Information
122(1)
Selection and Implementation of Solutions for Protection
122(1)
Periodic Reassessment of Security Solutions
123(1)
Security Risks with EBPP
124(1)
Security Solutions
125(4)
Security Procedures
125(2)
Public Key Infrastructure (PKI)
127(2)
Data Privacy
129(2)
Legal Issues
131(2)
Liability Issues and e-Mail
131(1)
Legal Authority of Digital Signatures
131(1)
Global Laws for e-Commerce
132(1)
Identrus Case Study
133(2)
Open Platform for Security (OPSEC)
135(1)
Summary
136(1)
Documentation and Payment Standards for EBPP
137(22)
Documentation Standards
138(9)
Hypertext Markup Language (HTML)
138(1)
Dynamic Hypertext Markup Language (DHTML)
139(1)
Extended Markup Language (XML)
140(3)
Wireless Application Protocol (WAP)
143(1)
Web-Distributed Authoring and Versioning (WebDAV)
144(1)
Simple Object Access Protocol (SOAP)
145(1)
Web-Services Description Language (WSDL)
145(1)
Universal Description, Discovery, and Integration (UDDI)
145(1)
Enterprise JavaBeans (EJB)
146(1)
.NET Common Language Infrastructure
147(1)
Payment Standards
147(9)
Open Financial Exchange (OFX)
148(1)
GOLD
149(1)
Interactive Financial Exchange (IFX)
150(1)
eCheck
151(2)
NACHA
153(1)
Financial Services Technology Consortium (FSTC)
153(1)
Bank Internet Payment System (BIPS)
153(2)
iKP
155(1)
OpenSSL
155(1)
SET
155(1)
Smart Cards
155(1)
Alliances among EBPP Entities
156(1)
Spectrum
156(1)
Transpoint
156(1)
Credit Card Alliance (MasterCard, Amex, Visa)
157(1)
Summary
157(2)
EBPP Service Providers and Products
159(64)
Software Vendors and Application Service Providers
162(23)
CheckFree
162(1)
Products and Services
162(11)
Differentiators
173(1)
Avolent Corporation
173(1)
Products and Services
174(3)
Differentiators
177(1)
Edocs, Inc
177(1)
Products and Services
177(4)
Differentiators
181(1)
iPlanet
181(1)
Products and Services
181(2)
Differentiators
183(1)
Metavante Corp
183(1)
Products and Services
183(1)
Differentiators
184(1)
Financial Service Providers
185(6)
Bottomline Technologies
185(1)
Products and Services
185(1)
Differentiators
186(1)
Paytrut, Inc
186(1)
Products and Services
187(2)
Service Features
189(1)
Consumer Benefits
189(1)
Small Business Edition
189(1)
Small Business Benefits
190(1)
Biller Benefits
190(1)
Security and Dependability
190(1)
Differentiators
190(1)
MasterCard
191(1)
Products and Services
191(1)
Differentiators
191(1)
Billing Service Providers
191(3)
Daleen Technologies, Inc
191(1)
Products and Services
192(1)
Differentiators
192(1)
DST Output
192(1)
Products and Services
192(2)
Differentiators
194(1)
Consolidators and Aggregators
194(10)
BillingZone, LLC
194(1)
Products and Services
194(1)
apConnect™ and arConnect™ Services
195(1)
Features for Billers
196(1)
Features for Payers
196(1)
Additional Features
197(1)
Differentiators
198(1)
NETdelivery Corp
198(1)
Products and Services
198(2)
Differentiators
200(1)
Princeton eCom
200(1)
Products and Services
201(3)
Differentiators
204(1)
Portals, Distributors, and Exchanges
204(1)
Intuit
204(1)
Other Portals
205(1)
Pros and Cons
205(1)
Document and Postal Service Outsourcers
205(9)
Mobius Management Systems, Inc
206(1)
Products and Services
206(1)
Differentiators
207(1)
Xenos
208(1)
Products and Services
208(1)
Differentiators
209(1)
Pitney Bowes docSense
209(1)
Products and Services
209(4)
Differentiators
213(1)
Service Bureaus
214(1)
BillServ, Inc
214(1)
Products and Services
214(1)
Differentiator
215(1)
The Selection Process
215(3)
The Selection Flowchart
215(2)
Request for Information (RFI) and Request for Proposal (RFP)
217(1)
Summary
218(5)
EBPP Operating Concepts
223(62)
Fault and Performance Management
224(16)
Fault Management
224(1)
Performance Management
225(1)
Web-Site Activity Analysis
226(1)
Usage Analysis
226(6)
Traffic Measurements
232(4)
Server Performance
236(2)
Load Balancing
238(2)
Storage Management
240(1)
Data Warehousing for Maintaining Data
241(3)
Support Systems and Management Applications
244(36)
Platforms and Core Applications
244(1)
Management Applications
245(1)
Content Creation and Deployment
246(3)
Fault Monitoring
249(4)
Web-Performance Monitoring
253(10)
Security Management
263(1)
Storage-Area Networks
263(2)
Benchmarking and Testing
265(1)
Service-Level Management
266(1)
Preparation of Service-Level Agreements
267(1)
Contract Negotiation and Signing the Contract
267(3)
Measurements and Reporting
270(1)
Maintaining and Supervising SLAs
270(5)
Service-Level Alternatives
275(1)
Help-Desk and Self-Care Tools
276(1)
Key Components
276(1)
Product Suite from Altitude
276(4)
Other Products
280(1)
Integration of Core and Management Applications
280(2)
Summary
282(3)
Case Studies of Successful EBPP Implementations
285(34)
Case Study 1 --- HTC with WebOSS to Implement EBPP
285(19)
Background of the Service Provider
286(1)
Bill-Payment Culture Changes
286(1)
Legal Situation
287(1)
Details about the Case Study
287(1)
Limitations and Restrictions
288(1)
System Architecture
288(2)
Operational Details
290(1)
Initial Load
290(1)
Registration and Authentication
291(1)
Data Synchronization between Tandem and Oracle --- Role of the Extractor and Replicator
292(1)
Data Loading and Formatting
293(1)
System Log-In
293(1)
Online Bill Generation and Data Displays
294(1)
Setting Display to Show Entire Phone Number
294(1)
Service Usage Logs
294(1)
Security Considerations
294(1)
Operational Issues
295(1)
Direction of Future Developments
296(1)
Screenshots
296(8)
Case Study 2 --- CheckFree/Daleen/Cbeyond with Paperless Bill Presentment and Payment
304(9)
Background
304(1)
The Company
304(1)
Challenges
305(1)
Solution
305(1)
Benefits of the Solution
305(1)
Automation of CRM, Billing, and Flow-through Provisioning
305(1)
Single Solution for Convergent Billing
306(1)
Sound, Repeatable Operations Processes
307(1)
100% Paperless Invoicing
308(5)
Case Study 3 --- The Pitney Bowes Story
313(4)
Integrating the Messaging Process
313(1)
The e-Consolidation Site of Pitney Bowes
314(1)
Analyzing the Return on Investment (ROI)
315(2)
Summary
317(2)
Summary and Trends of Designing, Implementing, and Operating EBPP Solutions
319(10)
Benefits of Offering and Using EBPP
319(3)
EBPP Benefits for Service Providers
319(1)
Savings on Paper and Postage
319(1)
Improved Customer Care
320(1)
Self-Care Options
320(1)
Saving Time for Customer Service Representatives
320(1)
Better Cash Management
321(1)
Faster and Cleaner Remittances
321(1)
Reduced Costs for Customer Care
321(1)
Cross-Selling and Up-Selling Revenue
321(1)
EBPP Benefits for Consumers
322(1)
Positioning EBPP
322(1)
Key Issues to Be Solved for Successful EBPP Applications
323(1)
Successful Business Models --- Impact of Demographics
324(2)
Regional Expectations
326(1)
North America
326(1)
Europe
326(1)
Asia/Pacific
327(1)
Summary
327(2)
Acronyms 329(6)
Bibliography 335(2)
Index 337

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