User vexed by conservation-pushing utility not offering e-billing

Charleston Water System encourages conservation of its precious liquid resource. But customer Greg Yancey was surprised to learn that the utility doesn't offer electronic billing, an environmentally friendly service that not only saves paper but also reduces costs and pollution associated with preparing and sending bills through the mail.

"They ask their customers to conserve water," Yancey said. "So doesn't it make sense for a public utility to do the same with trees?"

When Yancey recently contacted a utility representative to suggest the paperless service, he received a polite but noncommittal answer.

So Yancey contacted The Post and Courier's Watchdog, and we got an answer for him.

Watchdog contacted Jenny Hagan, public relations manager for the utility, who told us that in a 2006 survey, utility customers indicated little interest in receiving their bills via e-mail.

"However, we are working on improvements to our online bill payment system that will allow customers to view an actual copy of their bill online," Hagan said. "Once this upgrade is complete, we do plan to offer paperless billing via e-mail, though I don't have a date for when it will be available."

So-called e-billing is a growing trend for companies looking to promote their green credentials. Several major banks and other corporations have joined forces to promote paperless billing through the PayItGreen Alliance.

If one in five households switched to receiving and paying bills electronically, the net impact would save 151 million pounds of paper, eliminate the disposal of 8.6 million bags of household garbage and avoid producing 2 million tons of greenhouse gas emissions, according to a recent study commissioned by the alliance.

Electric and water utility Santee Cooper has offered paperless billing for a few years, said Laura Varn, vice president of corporate communications.

Told of the Charleston water utility's plans to offer e-billing, Yancey said he was pleased, and he applauded the agency for taking steps to protect the environment. But he noted that it took an inquiry from the newspaper to get a straight answer.

Reach Ron Menchaca at rmenchaca@postandcourier.com or 937-5724.