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Town staff review paperless billing options and potential savings
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Summary
Town staff briefed the commission on a paperless billing initiative discussed with Concord Municipal Light. Staff cited modest savings (estimated ~$32,000 annually across services) but warned mandatory paperless billing raises accessibility and electronic payment fee concerns.
Staff briefed the commission on Sept. 11 about a municipal paperless billing initiative under discussion with Concord Municipal Light Company (CMLP). The presentation was informational only; no action was requested.
Staff said the town’s consolidated billing platform handles electric, broadband, water and sewer accounts. The memo cited a current annual printing/mailing cost figure and an analysis that estimated about $32,000 in annual savings across services if uptake increases; staff estimated roughly 40% of customers are currently paperless. Commissioners and staff raised two implementation concerns: (1) whether paperless billing should be mandatory (staff said they were not recommending mandatory enrollment and flagged accessibility for residents who rely on paper), and (2) electronic payment fees that the town may incur if more customers pay electronically, which could offset printing savings.
Commissioners suggested incentives could be considered, but staff said the per‑service savings (~$8,000) left little room for meaningful financial incentives. Staff asked the commission to provide feedback and said they would continue to coordinate with the CMLP board and return with more analysis if needed.
