Yes. If your team is stretched managing billing software, answering high volumes of calls, and coordinating print, mail, and payments, outsourcing can relieve operational burden while preserving your oversight. Minol’s program handles the back-office work and customer support so your staff can focus on utility strategy, policy, and community service.
Pricing depends on which services you need to bill — such as water, sewer, trash, and stormwater — and on the size and structure of your customer base. Once our team understands your requirements, we provide a transparent quote that includes implementation and ongoing billing costs so you can clearly compare outsourcing to your current total cost of ownership.
Minol’s utility billing program is designed to act as an extension of your team, not a replacement. We manage labor-intensive back-office tasks such as print and mail, payment processing, and system maintenance, giving your staff more time for high-value community priorities and strategic projects.
Yes, you retain full control and authority over your billing program. Minol provides real-time web portals so you can monitor accounts, review activity, and see everything we see, while our U.S.-based call center acts as an extension of your office to reduce foot traffic and call volume at city hall.
Your existing billing software functions as the dashboard, but it does not handle the driving, maintenance, or customer support that surrounds a modern utility operation. Outsourcing to Minol is not about replacing your software; it is about replacing the operational burden around it — including technology maintenance, billing operations, and resident support — while keeping your system of record intact.
Minol manages the ongoing maintenance, updates, monitoring, and troubleshooting that come with billing systems, reducing the tech debt that can consume IT resources. This allows your IT team to focus on broader city-wide digital initiatives while Minol helps keep your billing technology stable and secure.
Residents gain access to professional, specialized support through Minol’s U.S.-based call center and online portals, while still receiving bills branded for your city or utility. This combination reduces friction for your staff and ensures residents receive clear, consistent communication about their usage and charges.
Outsourcing utility billing typically improves cost recovery by 15–25%, reduces internal billing labor costs (one mid-sized city saw a reduction of more than 20%), and gives residents U.S.-based customer support — all while the municipality keeps full policy control and real-time account visibility through Minol's web portal.
With more than 60 years of experience in utility metering and billing services, Minol partners with municipalities and MUDs to streamline billing operations and enhance transparency. We do not just manage your billing; we act as an extension of your team to modernize customer service, maintain revenue accuracy, and reduce operational risk.
Our tailored programs are designed to improve the resident experience while keeping your Finance and Billing teams fully informed and in control. Minol’s turnkey back-office services support water, sewer, trash, stormwater and other municipal services, so your staff can spend more time managing your utility strategy and less time on billing tasks.
Minol partners with municipalities, rural communities, Municipal Utility Districts (MUDs), and Investor Owned Utilities to deliver scalable, cost-effective billing programs across a wide range of utility types, including water, gas, electric, sewer, trash, and stormwater.
Municipal utility leaders are under pressure to recover revenue, control costs, and deliver a better resident experience — often with limited staff and risk-averse decision makers. Minol’s utility billing program is built specifically for that reality. As part of the global Minol-Zenner Group, we bring more than 60 years of metering and billing experience to U.S. municipalities. In Minol’s experience, clients typically recover 15–25% of previously lost revenue through accurate measurement, leak detection, and tighter billing cycles.
Full-service support for your utility billing operations:
Minol’s municipal solutions are designed around outcomes, not just software features, so your teams can focus on policy, planning, and community outcomes instead of day-to-day billing administration.
Kevin Marcinek
Vice President of Federal and Municipal Markets
Phone: 206-631-9656
Email: kmarcinek@minolusa.com
The debate between software versus outsourcing comes down to a choice between owning a tool or owning a result. While billing software provides infrastructure, outsourcing the entire billing cycle transfers operational burden and risk to experts who manage this work every day.
| Capability | Software Alone | Minol Software & Services |
|---|---|---|
| Billing engine | Yes | Yes |
| Trained staff to operate it | You hire | Included |
| U.S.-based customer service call center | You build | Included |
| Delinquency management | You do it | Included |
| Resident portal (MinolDirect) | Sometimes | Included |
| AMI integration | Sometimes | Included |
| Per-bill pricing | Rarely | Included |
| Hire, train, and manage staff | Municipality | Minol |
Brad Richards, Director of Minol’s Contact Center, discusses Minol’s innovative approach to municipal utility billing.
Your team stays in control of the program, using Minol’s real-time web portal to monitor accounts, view billing data, and maintain oversight while Minol handles the heavy lifting.
For cities with established Finance and Billing departments, Minol acts as a force multiplier, taking on routine calls, server updates, print and mail, and payment posting. For MUDs, smaller communities, and organizations with limited in-house resources, Minol can serve as the primary billing department, providing a fully outsourced utility billing program.
We design each program around your specific requirements — whether you need water billing, sewer billing, recycling and waste billing, stormwater billing, or a combination of services. For utilities upgrading meter infrastructure, we also support AMI metering integration with all major systems. Our team works with you to implement the right program, configure customer communications, and ensure that both staff and residents have access to clear, easy-to-use tools.
Find out why Minol USA is trusted by cities and rural water districts nationwide to provide utility billing, customer call center, work order management, and more.
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