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New Look for Utility Statements

Posted on: March 11, 2022 - 12:10pm
Revised Bill Image

Washington County, VA; March 11, 2022 – BVU Authority (“BVU”) delivers a newly designed utility billing statement to customers’ mailboxes and email inboxes beginning this month. The new bill design focuses on being easier to read and understand.

Aimed at improving the billing experience for BVU’s more than 16,000 utility customers, the redesign project involved gathering feedback from customers, employees, and other stakeholders. These feedback channels allowed BVU to develop design prototypes, understand the information that is most important and compare the new design to the current format as well as to other types of bills customers receive.

“Since our last full-scale bill redesign in the early 2000s, customer needs and expectations have evolved,” said Christopher Hall, manager of BVU’s Customer Service department. “Our goal for this project is to provide a simple design that makes relevant information easier for customers to read and understand.”

Key improvements of BVU’s new utility bill include:

  • Easy to Read. Consistent text and integration of icons to improve user navigation.
  • Organized Layout. Information is displayed by order of importance and organizes similar billing details.
  • Responsive Design. Customers enrolled in billing programs such as Automatic Payment or Levelized Billing receive customized, user-specific bill designs based on billing and payment preferences.
  • Understanding Charge Types. More emphasis on different types of billed services, so customers can quickly identify cost drivers and understand how charges are categorized by type.
  • Prominent Usage Information. A larger graph offers up to 13 months of historical usage for metered services.

Customers enrolled in BVU’s paperless billing option may also view the new bill design in BVU’s online customer portal. With paperless billing, customers receive an email delivered as soon as the statement is posted to their account, which means no more waiting on mail times.

In addition to improved billing statements, BVU offers billing and payment options to meet individual customer needs, including utility bill assistance programs for households experiencing financial challenges. Learn more at BVUA.com/PaymentAssistance.

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