This seems to have become a hot topic in Ireland – prompted by the move to electronic billing by mobile phone companies. We have a number of objectors: the regulator because people had a right to a paper bill, some consumers who want a paper bill and, it seems, An Post who stand to lose out on lots of revenue. Finally there is the debate about the sharing of the benefits – will all the benefits be retained by the corporations or will they be shared (in part or in whole) with the customers?
Useful catch up on the subject in yesterday’s Irish Times.
Surely this is a ‘non-brainer’ at a basic level? We must use technology to make things more efficient. But as in all such projects we must manage the change. There are benefits in this for the corporations (in terms of cost savings) and there are benefits for customers who are open to receiving electronic bills (or accessing their account information on a portal). Without doubt there are a group of people who will struggle to deal with an electronic document e.g. those with no internet access or familiarity. This is a group which is diminishing in relative size – but nonetheless must be accommodated – and it would seem to me should not be disadvantaged over their current position. This should be the core focus of the change agenda.
Online travel booking seems to have gained widespread acceptance – and it has resulted in major changes for those who previously facilitated the booking process. Mr O’Leary of Ryanair pushed through the agenda but the Aer Lingus experience is the same. And we have seen losts of benefits in online travel e.g. the various sites offering best deals across a range of providers – be it flights, cars, hotels, insurance, etc.
Over the last number of months I have availed of the new service from Irish start-up GetItKeepIt which enables me to receive and a range of electronic bills from various suppliers. For me this application addresses the specific point made by CAI Chairman James Doorley ‘people were “more likely to check their bills if they get them in the post”’. I am now more inclined to review bills when gathered in one portal.
Ultimately we will complete a period of transformation – and the electronic bill will be the only option. And this will be the de facto situation across the board. And this will be a good thing. We do not want to continue to have people doing things which have no value add – cutting down trees to create unnecessary paper, printing bills and putting them in envelopes, criss-crossing the country to deliver paper bills which can be sent electronically (or, more correctly, accessed electronically). As for the benefits – they will be absorbed into the operating budgets of the service providers.