Billing management integration in Ecuador’s EPA

EPA faced the challenge of improving customer and employee satisfaction and management efficiency. The utility lacked standardized processes for billing, collection and updating the cadaster and could not produce reports or provide appropriate customer service given the limited amount of information at its disposal. This resulted in higher costs, loss of potential revenue, and significant staff turnover due to a lack of training and knowledge transfer.

Idrica carried out a tariff study and coordinated debt collection and management across the 34 local offices. Existing customer information and contracts were integrated into the GoAigua platform, and a high-quality, up-to-date ERP was implemented. Thanks to the inclusion of previously unbilled customers, the reduction of non-revenue water and improvements in debt management and fraud detection, the utility increased its revenue by +350%.

In addition, costs were reduced by 20% thanks to greater efficiency in communications, transport and work orders. Customer satisfaction increased thanks to the new services and the Virtual Office, bringing complaints down by 80%. EPA also succeeded in building employee loyalty and reducing staff turnover.

The utility is now integrating new users each year and has become a benchmark operator in Latin America.

Empresa Pública del Agua (EPA) is the national organization responsible for the control of water concessions in Ecuador. With 34 offices in its territory, it has 138,000 active subscribers, from 1 l/s to 4,000 l/s.