Utility Process Management (UPM)
UPM) connects billing and CIS, mobile work orders, customer communication, payment processing, and metering data in one integrated platform. It’s built for utilities that need to reduce manual work, improve collections, and simplify day-to-day operations without juggling disconnected systems and tech vendors.
Result: fewer handoffs, fewer delays, and a smoother experience for both staff and customers.
Simplify operations with one connected platform
Reduce vendors and combine billing, payments, metering, and IT operations all in one ecosystem.
Utility Process Management (UPM) connects utility billing and CIS, automated metering, payment processing, customer account access, mobile work orders, and managed IT services in a single ecosystem designed for utilities and local governments.
No other provider offers this level of interconnectivity.
Instead of juggling disconnected systems and coordinating with multiple vendors, utilities can centralize daily operations, reduce manual work, improve operational visibility, and simplify workflows across billing, service, finance, and customer support teams.
“UPM has improved our Customer Service department with real-time account balances, reduced call frequency due to our new automated phone system and online payment options, and new features like autopay for credit cards and paperless billing. UPM is also a great way to consolidate utility billing software with an online web portal, bill printer, managing different types of payments, and your own ‘behind the scenes’ IT department.”
Components of the UPM Ecosystem
Billing/CIS
Manage utility billing and customer accounts, meters and endpoints, payments, and transaction workflows through an integrated billing and CIS platform designed to support day-to-day utility management.
Work Orders
Create, assign, and manage utility service orders through connected office and field workflows. Office staff can dispatch work directly to field personnel while maintaining visibility into job activity, communication, and service status.
The integrated mobile functionality supports job costing, inventory management, and real-time coordination between office and field operations.
Payments
Reduce calls, manual processing, and in-person payment traffic with payment options like online bill pay, autopay, text-to-pay, IVR payments, credit/debit card processing, eChecks, and bank drafts.
Support both digital and in-office payment workflows through integrated point-of-sale and customer payment management tools.
Print & Mail
Reduce administrative workload and mailing costs with outsourced utility bill printing and mail services integrated with your billing and CIS platform. UPM covers bill printing, delinquent notices, mail processing, and postage to help utilities improve billing efficiency and reduce the burden of in-house print operations.
For utilities with high mail volume, postage and processing savings alone can create meaningful operational cost reductions.
Smart Meters
Improve meter visibility, leak detection, and system analytics through AMI and AMR interfaces designed for modern utility operations.
Access meter readings faster, identify potential issues earlier, and monitor consumption and system activity through connected metering and utility data tools.
Automation
Streamline routine utility workflows such as service signups, disconnect requests, and meter changeouts through connected digital processes designed to reduce manual effort and improve operational consistency.
As UPM automation capabilities continue to expand, utilities will be able to further simplify billing workflows, account processing, and other repetitive operational tasks across the organization.
Managed IT
Support utility operations with managed IT services designed to improve network reliability, cybersecurity readiness, system monitoring, and disaster recovery planning.
Our proactive approach helps utilities reduce downtime, strengthen data protection, and respond more effectively to security threats, ransomware risks, and infrastructure disruptions.
Security+ also help utilities develop security policies, support regulatory and compliance requirements, improve incident response planning, and strengthen overall cybersecurity practices.
Marketing
Improve customer communication and utility marketing through integrated email, text messaging, web portal notifications, and account alerts connected directly to the utility billing and CIS platform.
UPM helps utilities deliver timely updates, billing notifications, payment reminders, and customer messages through centralized communication tools designed to support both office staff and customer service operations.
Websites
Deliver a modern utility website and customer web portal designed to improve communication, simplify account management, and support digital customer service.
Customers can start or stop service online, manage account information, view usage and payment history, make payments, and enroll in autopay through connected customer portal tools integrated with the utility billing and CIS platform.
UPM helps utilities modernize outdated websites with easier content management, improved customer accessibility, and website tools designed specifically for utility operations.
Strategy
Work with a dedicated UPM Customer Success Manager focused on helping your utility improve operational efficiency, platform adoption, and long-term success.
Regular strategy sessions and follow-up reviews help utilities identify opportunities for improvement, share operational best practices, and make better use of the UPM ecosystem over time.
Solve problems unique to utilities
A FIRST-OF-ITS-KIND COLLECTION OF SOLUTIONS
UPM helps utilities manage meter reading, billing, payment processing, and customer account workflows in one integrated platform.
With nearly 50 years of utility industry experience, UPM reduces manual processes and helps streamline your day-to-day operations. You can reduce repetitive tasks, improve billing workflows, and spend less time on data entry and account management.
By simplifying routine work, your staff can focus on customer support, exception handling, and operational issues that require direct attention.
Operational Benefits
Streamline utility operations
Create more efficient truck rolls
Reduce manual data entry
Identify service issues faster
Decrease walk-in and mail-in payments
Cut call frequency
Gain greater office efficiency
Expand customer awareness
Improve processing accuracy
Increase reading speed and accuracy
Schedule processes in advance
Financial Benefits
Speed up utility billing processes
Reduce labor expenses
Consolidate and avoid sunk costs for IT
Modernize customer payments
Increase on-time payments
Improve AR management
Reduce capital expenditures
Avoid lost payments
Accelerate cash flows
Eliminate flat service rates and estimates
IT & Security Benefits
Deploy expanded IT support and security
Improve payment security
Reduce risk and cost
Say goodbye to third-party vendors
Improve security awareness
Remove legacy applications
Need dedicated back office and call center services tailored specifically for smaller utility companies?
With Total UPM, we ensure seamless operations for small utilities, allowing you to focus on your core business, enhance productivity, and manage your public assets more efficiently.
How Can UPM Impact Your Operations?
25% Decrease in Phone Calls
With remote and automated payment options, web portal, and instant notifications.
30% Decrease in Delinquents
Utilizing UPM’s paperless billing, online bill pay, text-to-pay, and autopay options.
40% Decrease in Truck Rolls
As on-time payments increase, schedules are fine-tuned, and service orders are digitized.
50% Decrease in Mail & Walk-In Payments
With more payment activity and information funneled through the web portal and automation.
Last updated: May 2026
Ready to reduce friction across operations?
Coordinate billing, payments, customer service, metering, work orders, and operational workflows through utility-focused technology and support services. Talk with our team to learn how United Systems supports utilities through technology, operational services, metering, customer service, and workflow management.