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For Utilities

Strengthen the Customer Experience. Recover More Revenue. 

Promise’s cutting-edge platform combines proactive outreach, world-class customer service, and flexible, affordable payment plans. Help customers stay on track while reducing delinquencies, improving payment consistency, and boosting revenue recovery.

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Trusted by the most ambitious teams serving the public

End-to-end support

Proactive Outreach

We use AI to help find the people you serve and then educate to pull them in

Convenience

Our software keeps comprehensive audit trails and sophisticated fraud detection to prevent waste and abuse

Flexibility

Advanced technologies make it simpler than ever for users to verify their income and identity, and enable quick and accurate eligibility determinations

Service

Our platform makes self-service easy for most users, freeing up more resources for people who need an extra hand

Seamless Integration. Powerful Outcomes.

From the first steps of program design to the last steps of providing audit-ready documentation, Promise powers world-class relief and repayment programs that increase participation and completion rates.

Implementation
8 weeks

Average time to stand up a new Promise relief or repayment program.

Outreach
9X

Increase in applications from inclusive outreach to drive ongoing engagement and customer satisfaction.

Self-Service
90%

The vast majority of program applicants use our mobile-first, self-serve portal.

Speed
4x

Centralized application and document processing, powered by AI, speeds the eligibility determination process by as much as 4x

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How utilities benefit from Promise.

Improve Efficiency

Faster Verification
Accurate results in minutes, not weeks.
Simplified Workflows
Staff can focus on high-priority tasks instead of manual reviews.
Cost Savings
Streamlined processes reduce administrative overhead, allowing programs to do more with less.

Reduce Fraud and Errors

Secure, Trusted Data
Tamper-proof information directly from verified sources.
Built-in Fraud Detection
Automated checks quickly flag discrepancies and anomalies.
Consistency and Compliance
Standardized verification reduces human error and ensures eligibility rules are met.

Deliver Proven Results

Faster Support
Benefits reach eligible households in days instead of months.
Fraud Prevention
Secure data matching minimizes fraudulent claims.
Lower Costs
Automation reduces staffing needs and administrative burdens.

Real Stories. Real Results.

Discover how our solutions have delivered measurable success in real-world applications. Explore our detailed case studies.

Case Study

Over 15 months, Promise payment plans helped WSSC Water recover $28 million in payments and support over 40,000 customers in reducing their water debt. With $48 million in enrolled balances, the program has empowered customers to stay current on bills and avoid disruptions.

Products
40,000+
Accounts enrolled in payment plans
$48
Million in water debt managed
90%
On-time payment success rate (up from 40-50%)
Case Study

The City of Richmond Department of Public Utilities (DPU) faced a significant increase in accounts receivable during the pandemic. 

Through partnerships with PromisePay, DPU successfully distributed federal relief funds and implemented effective payment plans, reducing the outstanding balance by over $20mm and achieving a 93% compliance rate among enrolled customers.

Products
11,000
Customers enrolled with a compliance factor of 93%.
$7M
Relief distributed within the first 30 days of program launch.
$20M
Reduction in outstanding balances.
Case Study

Promise payment plans have helped Louisville Water recover more than $10mm in payments and distribute more than $11M in relief.



In total, Louisville Water has recovered more than $20M at a cost of less than 1% that amount.

Products
17,000+
Accounts enrolled in payment plans.
21,000+
People who were able to keep their water on.
93%
Repayment rate (raised from 20% before working with Promise).

What our partners are saying...

The state of Virginia LIHWAP has been one of the most effectively run assistance programs I have seen in my 30+ years working in the utility industry. Through proactive communication, a strong technical team, and sound action plans, Promise been extremely successful in the timely distribution of much-needed funding.

George B. Hayes, P.E.
Director of Utilities, Chesterfield County, VA

During the pandemic we have seen more and more of our customers struggling to pay their water bills. Now more than ever, we need an easy way to get our customers into payment plans. PromisePay provides a seamless solution that gets more of our customers enrolled and brings revenue into our utility.

Tony Parrott
CEO at Louisville and Jefferson County Metropolitan Sewer District, KY

Promises made, promises kept... Some time ago we promised to repair our broken, aged water system and get the resources that were necessary. As we had these discussions time and time again, we were met by residents who expressed concerns over their water billing. We said that we would fight for equity in the water billing practice and process... Promise has done a tremendous job. Promise is the reason we are here today (providing millions in water bill relief to Jackson residents).

Chokwe Antar Lumumba
Mayor of the City of Jackson, MS

We’re here to help.

Our team includes security professionals who cut their teeth in support of national security and defense projects. Safeguarding sensitive information and ensuring the highest level of protection for your data is always mission critical.

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