Report on Online Utility Bill Payment In Bangaladesh

| SUBJECT : POL-101 | SECTION : 23 | Group : 5 |

Submitted To
Mizanur Rahman (MR)
Department of Political Science And Sociology
North South University

NAME ID
1. Yusuf Ali Joha 1831161030
2. Tanha Bari Tuba 2012855630
3. Md. Shawn Khan 1831438630
4. Fariha Zaman 1931305015
5. Maria Tabassum 2013217630

Submission Date: 25th March, 2020

SL. No. Topic Name Page Number
1 Acknowledgment
2 Introduction
3 Online Utility Bill Payments
4 Payment System
5 People concern or awareness
6 Proper Utilisation and
available systems in rural
areas
7 Challenges
8 The System & The People
9 Other country’s online
payment system
10 Payment system affecting our
country
11 Job opportunity &
Employment
12 Future of Online Utility Bill
payment
13 Conclusion
 ACKNOWLEDGEMENT

Through making this project we have gathered vast experience and knowledge which is very
remarkable from last 10 days while preparing this report. First and foremost, we would like to
give our gratitude to the Almighty Allah for giving us the ability to work hard. The report title “
Online utility bill payment system in Bangladesh” has been prepared to fulfill requirements of
this course. To make this report we have take interview on the people who payments utility bill
in online systems and the people who don’t Payment utility bill in online systems. To make this
report we focus also on what people say, their views and thought on online payment systems.

We are very grateful to our honorable faculty “MIZANUR RAHMAN” sir for giving us
opportunity to make this report and show our skills.
 INTRODUCTION

The use of utility is present in everywhere in the world. For example, electricity, water, gas,
sewerage supply. There utility services are provides by utility service provider organization. And
as a return of the usage of the utility services, the consumers have to pay the bills to the utility
service providers. The current system involves banks to take the payment from customers and
send the payment and billing information to the service providers. The manual process of this
payment system is troublesome, it takes huge time. Automating the utility bill collection
systems-introduces full or semi computerized automation of the utility bill collection from the
customers by the online bank or mobile banking system, Bkash, Nagad, Grameenphone, Desco,
rocket and other so many corporation to take online utility bill payment.
Online Utility Bill Payment

Online utility bill payment is a method when the customer makes his or her payment transactions
online for the utility services comes from a particular company. By paying utility bills via online,
consumers have the benefits of avoiding queuing, parking problems, and cutting their travelling
costs and valuable time. Online utility bill payment is one of the best choices of payment systems
that have been implemented in the modern world. One can easily pay the utility bill through the
Internet services. For this specific system a person should have access to the Internet and the
technical devices like – mobile phone, computer, etc.

The System of Utility Bill

In Bangladesh there are several companies who provide this service to pay utility bill via online.
Some banks, telecom companies or financial companies are providing this service to common
people. Mobile financial services (MFS) are revolutionising the traditional money transaction
process via formal banks. Bangladesh Bank has allowed 16 leading banks to offer MFS in
Bangladesh. In this special report, we are going to focus on the top performing MFS providers in
Bangladesh.

BKash

The spectacularly successful bKash is the major player in the field of MFS in Bangladesh.
Backed up by Brac Bank, bKash started their MFS program in 2011. By 2019 it had 3.1 crore
active users. With some 180,000 agents countrywide effectively acting as bank branches to
facilitate their user base, bKash is holding above 80 percent share of the total MFS market in
Bangladesh. Up to July 2019, more than TK 37,477.35 crore has been transacted through bKash
MFS. They offer MFS include cash-in, cash out, bill payments, mobile recharge, remittance,
donation, purchasing movie ticket, saving, etc. These can be availed through the prominent
telecommunication networks in Bangladesh.
Rocket

Dutch Bangla Bank Limited (DBBL) was the first bank who launched banking services and
financial facilities using the mobile communication network in 2012. DBBL provided bank-led
mobile banking services were re-branded as ‘Rocket’. DBBL’s Rocket is currently the second
largest player holding around 17 percent market share in the domain of mobile banking sector of
Bangladesh. Rocket services include cash deposit, cash withdrawal, ATM money withdrawal,
mobile top-up, person to person (P2P) Transfer, bank account to Rocket account transfer,
merchant payment, international remittance, utility bill payment, salary disbursement,
government allowance disbursement, etc. Customers can easily avail the DBBL provided mobile
banking services via ‘Rocket’ app.

SureCash

SureCash is another potential MFS platform launched by Progoti Systems Ltd in 2015. SureCash
represents an open network of payment in corporation with several local banks, with above 1,000
payment partners. SureCash developed their exclusive mechanism focusing on government
education programs, schools, colleges, utilities, etc. SureCash MFS offer money transfers via
cash-in and/or cash-out, person-to-person (P2P) money transactions, inward foreign remittances,
utility bill payments, government charges/payments, educational institute fee payments,
purchasing goods and services, etc. Clients can enjoy SureCash MFS platform downloading the
SureCash app from the Play Store.

Nagad

Bangladesh Post Office (BPO) launched ‘Nagad’ a Digital Financial Service (DFS) in November
2018. Nagad is re-branded version combining the Electronic Money Transfer System (EMTS)
and Postal Cash Card service previously announced by BPO. Nagad MFS platform covers
money transactions via Cash-In, Cash-Out, and Send Money. These MFS also include popular
services like, mobile recharge. The upcoming services include utility bills payment, and e-
commerce payment gateway. Nagad MFS can be availed by ‘Nagad’ mobile Apps. 2020 is
predicted to feature an even stronger collision of two worlds, the financial services, and
technology. With times many banks in our country have came up with their own internet
banking app to provide all these accompaniments that one customer can obtain by using internet
banking apps. Here are the features and functionalities of Bangladesh’s top 5 Bank’s internet
banking mobile apps and the improvement scopes for the individual banking apps.

City Bank

City Bank is one of the oldest private Commercial Banks functioning in Bangladesh and also is
one of the top banks among the five oldest Commercial Banks in the country. Thus, to make
banking easier, faster, more secure and convenient to the clients City Bank introduced City
Touch digital banking app to their consumers. This banking app thus has not just made the old
consumers more attached to City Bank’s banking system, it has also pushed many new
customers migrate their accounts to City Bank only because of the app’s convenience and
wonderful performance.

Eastern Bank

Easter Bank limited is another prominent trading bank in Bangladesh which pursued efficient
cost management, promote consistent productivity gains through seamless coordination between
business functions, and focus on widening banking horizon to deliver sustained growth. EBL
SKYBANKING is a Mobile phone App based banking service by Eastern Bank limited which
can access through any smartphone or tab from anywhere anytime. Just by clicking on any of the
menus on the list, customers can perform all the basic banking services as and when required.

Standard Chartered Bank

Standard Chartered Bank is one of the largest international banks in Bangladesh with 26
Branches & Booths and 83 ATM. They are the only foreign bank in the country with presence in
6 cities including the country’s only offshore banking units inside Dhaka Export Processing
Zone (DEPZ) at Savar and Chittagong Export Processing Zone (CEPZ). SCB introduced their
internet banking app SC Mobile Bangladesh which has the simplest and basic features of a
internet banking app and has some big improvement scopes.
Dutch Bangla Bank

Dutch Bangla Bank was the first bank in Bangladesh to be fully automated. The Electronic-
Banking Division was established in 2002 to undertake rapid automation and bring modern
banking services into this field. Full automation was completed in 2003 and hereby introduced
plastic money to the Bangladeshi masses. Dutch Bangla Bank also operates the nation’s largest
ATM fleet and in the process drastically cut consumer costs and fees by 80%. Moreover, Dutch
Bangla Bank choosing the low profitability route for this sector has surprised many critics.

Mutual Trust Bank

Mutual Trust Bank is another affiliate bank was incorporated as a Public Limited Company on
September 29, 1999. To serve their consumers better, MTB is continuously working to offer new
and improved services. As part of this endeavor, they have introduced Mobile App for
Smartphone devices, which allow users constant access to their accounts. This value-added
service will enable MTB users to make selected financial transactions, through their mobile
phone, from anywhere in the world.

Brac Bank

BRAC Bank started its journey in 2001 proving themselves as one of the fastest growing banks
in Bangladesh in just 17 years. Today, the bank has 176 Branches, over 500 ATMs and 448
SME Unit offices across the country. With BRAC Bank Mobile Apps, customers can do banking
services on the go from their Smartphone. This application suppose to allow users to perform all
kind of banking activities in real time while this app needs a lot of improvements on the basic
level.

Telecom companies like Grameenphone, Robi, Airtel are providing online payment system in
order to pay utilities bills from home.People Who Are Using the System to Pay Utility Bill about
10% of the customers are paying utility bills online. Government is trying to raise this number to
upwards 50% within next 5 years. Now more than bdt 6,000 crore is paid as utility bills in a
month.
People concern or awareness about using online utility bill payment system
Online utility bill payment is a system where people paid their utility bill, like as electricity, gas,
water, and others bill by using online. In this system people paid their bill in a very sort time and
add a minimum charge for bill payment. In Bangladesh this system is not famous like other
country. Because the citizen of the country is not vast knowledge or experience about how to use
it. Also, they have not familiar with the sources who take online utility bill payment and how to
make bill statement, how to paid, if the payment is successful how could they understand their
bill payment successful. The system is now play a vital role in urban area but its not reach in
rural area. To more useful this system it might be spread in everywhere of country, so that people
easily use it without any hesitation. Take some proper initiatives so that people can understand
the importance or they willing to use it.
 Proper utilization and Available systems in rural area

Though we have a huge population and this population needs a large of number utility benefits.
Urban people get this benefit but in village or rural area they have not get this benefit. DESCO,
WASA, TITAS GAS DISTRUBUTION COMPANY take their bill both online or manually
system. This company gave their customer a smart card, the customer using this card to payment
in online, after the payment complete the customers will get a code to be sure their payment is
successful or not. As we interview some people and asked them some question about regarding
questions, [ Is the system is good? while the bill payment did you face any problem? Is it takes
more time?] the people say that the system is good but the people who running it they are not
much experienced or vast knowledge about the system. Sometimes the sever is crashed down
while taking the bills, it takes long time and give so much pain or harassment. In rural area the
online payment system is not available. Rural people give their electricity bill, gas bill in bank
waiting 2 or more hours. Some company like as, BKASH, NAGAD, ROCKET is available in
rural area where the people use this source to payment bill with add a minimum charge. But the
people would not interested payment bill in this sources. Because they didn’t trust or believe on
this system if the system doesn’t work then what happens. The company who take the bill in
online system they can take some idea or initiatives or promotions like as advertisement, use
newspaper, magazines, banner or billboard for make people to interested in online payment
system.
Challenges of this system in Bangladesh:

Online Utility Bill Payment in Bangladesh is in its earliest state of its development. Most of them
serve basic services. Companies are competing with one another rather than to ensure its ease of
using for the customers. However, its need to be recognized that grasp provision and a
betterment in functioning in online utility bill payment system. There are some challenges in this
system that face Bangladesh all the time:

Customer adoption:

Proper understanding of customer aspect of online utility bill payment system is the major
necessary thing. We all know that computer literacy is still very low in Bangladesh. Moreover,
the entire customer does not even afford computer and networking technology.

Cost of Technology:

As still in Bangladesh, the availability of computer with good network connection is less than the
demand. Moreover, it is still not with reach of the middle class and lower class customers.
Therefore, in connection with startup cost of online utility payment system is huge at initial level
for acquiring personal computer and other equipment (ex- good networking system). The cost of
hardware and software and skill level of employees needed in this sector.

Security System:

In a paper much less transactions, many issues of security are involved. A secrecy threat as
circumstantial decision to cause the financial hardship to data, destruction of network
system, network resources disclosure, modification of data, deletion of a file, spam, fraud and
misplacement of information. Appropriate security of using encryption techniques, effectuation
of high firewalls system and virus protection software etc. needed in this sector to secure
properly.
Restricted Business:

Most of the transactions cannot be processed electronically; many deposits and some
withdrawals involve the usage of physical services. Some banks have automatic to their
customers however still generally depend upon guide process. It result, most of clients were
constrained by means of lack and recognition and due to technical problems.

Risk Management:

As online transaction risks are many and verified, risk administration ought to take into account
the state of technology, the banking industry, the non-bank competitors for payment business
and adoption rate of new technology by the consumer. Bangladesh Bank issued a principle
in relation to Internet banking that obliges all banking institution, which gives Internet banking
services to adopt a severe risk administration structure and system. This consists of many on line
defensive mechanisms such as virus detection, intrusion administration and authentication tools.

The system & the people who running it:

The world is moving at a rapid speed in technology and Bangladesh must be in line with that.
Around 12 million people use debit cards in the country, and nearly 1 million use credit cards.
This dependency on cash will unquestionably change as the economy develops with time. The e-
commerce market, currently valued at Tk. 400 crore per year, is also on the rise and expected to
grow with time. Almost 90 % of all e-commerce transactions occurred in 'cash on delivery'. This
can be a massive opportunity for the growth of digital payment systems.

In terms of opportunities where digital payment systems can significantly contribute to

government payments, remittance and e-commerce are key areas. In the garments sector, crores
of taka being handled in cash, which is very risky. Such transactions should be brought
underneath the digital payment system. We must appreciate the role of Bangladesh Bank in
stirring the growth of a digital payment ecosystem by launching a modern regulatory mechanism.

Early days of the digital payment ecosystem were operated by card-based payment mechanisms.
Now, Mobile Financial Services (MFS), digital wallets and app-based payment mechanisms are
booming day by day. Banks are also introducing digital payments. With the rise of many
opportunities of digital electronics payments, it is also important to make them more sustainable
and reliable.

The people who running this system face several challenges as well such as infrastructure
development, amendment, security, time and cost. Digital payment systems involve long-term
investments. It becomes difficult to get board of directors involved in such long-terms
campaigns, as they usually look for speedy recovery of their investment.

Many customers are still confused and not feeling comfortable enough in using digital payment
methods. Because of this, we need to invest more in awareness advertisements among public,
about the benefits of digital payment system. It is a suitable system for both customers and
governments to receive funds in a quicker method. In addition, it is something, which generates
the velocity of money.

They need to follow global practices along with the local payment system. Any kind of
restrictive actions will discourage innovation and competitiveness in the payment industry.
Moreover, the community will not progress in this sector if they do not familiarize to the new
methods, which are available to them. If 117 million people in the country are using mobile
phones and 65 million people are using the internet, then it is high time that they make the leap
towards digital payment system.
Other countries in the world use to payment utility bills and their system

Today the improvement of e-commerce has led to the derivation of various internet based
activities. For e.g. companies are able to conduct their business activities at all hours, reaching
customers in all parts of the world thus expand their customer base without geographically being
limited. Whereas in customers’ perspective, e-commerce provides a platform on which they can
easily carry out the necessary transactions at their convenience. Hence even the companies which
provide utility services are boldly revolutionizing their industry thus adopting internet for e-
commerce purposes (Buccigross, 2000). This allows customers to make their utility bill
payments directly through utility companies’ websites or through a third party website such as
banks, financial institutions and aggregators.

Online utility bill payment is when the customer makes his or her payment transactions online
for the utility services obtained from a particular company. By paying utility bills via online,
consumers have the benefits of avoiding crowds, queuing, parking problems, and cutting their
travelling costs and time (Ramayah et al, 2005). Hence consumers could simply get their utility
bills paid with just a click of their mouse.

In Sri Lanka, the payment system of utility bills is rather different to the systems established in
other countries. The utility bills usually arrive by post thus the consumers must visit the payment
office in order to settle the payments. As mentioned earlier, this process is usually accompanied
by queuing, parking problems, and limited payment options. For example, the CEB & NWS &
DB only accepts payments made by cash or cheques at their payment counters. These issues can
be considered as a hassle for people whose jobs are of hectic and stressful nature. Many utility
companies in Sri Lanka have identified this problem thus have implemented various types of
payment systems in order to provide their consumers with a wider choice when it comes to their
payments (refer appendix A). Online utility bill payment is one of the elite choices of payment
systems that have been implemented in the contemporary world.Bills for electricity in Spain are
issued once every 1-2 months. All meters are placed outside the residential premises, therefore,
all data is checked by employees of the energy companies. Almost every meter has been replaced
by a smart one that is measured remotely; as well, since most of the companies have refused
paper bills, they are now sent out in electronic form to the client by e-mail or are available for
download via the web-account. The invoice must indicate the period for which the calculation
was made, the name of the tariff, the kWh consumed, taxes and some statistical data.

According to news from BGR, Google India said Monday (Feb. 19) that Indian residents can
now pay their water, electricity, DTH and mobile bills with Tez, the mobile payment app.
Customers who use the digital payment platform won’t face any transaction charges.

Tez is built on the Unified Payments Interface (UPI) and, according to the report, with the new
service, the mobile app will enable bill payment for more than 80 private and public utility
companies around India.

“We are adding a specially designed bill pay experience in ‘Tez,’ which will enable users to
make a wide range of bill payments, including electricity, water, gas, DTH and insurance from
the app,” said Diana Layfield, vice president of Payments and Commerce, Next Billion Users,
Google, in the report. Some of the utility companies that will accept bill payment via Tez include
Reliance Energy, BSES and Dish TV, noted the report.

Tez also supports the Bharat BillPay system, which enables the mobile payment app to send
users an alert when their bill is due. Users can pay the bill by tapping the biller’s name on the
Tez home screen, reported BGR. Users would have access to their payment history and could
manage bills from different accounts.

The SADAD payment system was established by the Saudi Arabian Monetary Agency (SAMA)
to be the national electronic bill presentment and payment (EBPP) service provider for the
Kingdom of Saudi Arabia (KSA). The core mandate for SADAD is to facilitate and streamline
bill payment transactions of end consumers through all channels of the Kingdom’s Banks.
SADAD was launched on October 3, 2004.

SADAD links the commercial sector and local banks, offering the ability to collect customer
payments electronically through all the banking channels in the kingdom 24 hours a day.

Users of Tencent’s WeChat platform can now use it to pay their utility bills as the mainland web
giant seeks to expand in the mobile payment market. The service is being offered in cooperation
with Shanghai Fufeitong Information Technology, a company that enables residents to pay utility
bills online.

Online utility payment system affecting in our economy in Bangladesh

Less than 10 percent of the customers pay their utility bills online, but the government is
targeting to raise the number to upwards of 50 percent within the next five years.

Although different utility service providers are now running their own channels to collect bills,
to achieve the target Access to Information Program (a2i) has developed a payment switch
'ekPay'.

The payment switch has already been connected with all the government utility billing systems.
a2i yesterday also signed a preliminary agreement yesterday with 11 financial institutions,
including nine banks and two digital financial service providers, in a ceremony at the ICT
division in Agargaon at Sher-e-Bangla Nagar.

Utility bill payers can use all the credit and debit cards that are used in the country in the 'ekPay'
as well as their mobile financial service accounts.

“This will make it helpful for our citizens to pay their bills digitally, The system will save
citizens' time and money. I say this is the real digitization and in the coming days new service
and innovations will also be enrolled. We can have a Bangladesh with have a digital economy.

Finally, I think that digital pay or online utility payment is necessary for our economy.
Job opportunity and employment in online payment system in Bangladesh

Bangladesh utility bill payment from three different providers which includes electricity, gas and
water requires people to visit three different offices or banks for different payments. But this
online system provides paying the bill sitting at home through phone or computers within few
minutes. Thus decreases job opportunity and employment because the customers gives the bills
from their own phone through apps or different websites therefore doesn’t include medium or
other people from the offices or bank so most employees’ task is cut off. On other hand, to
maintain the website or the apps only qualified people is required for the task. Very few people
are qualified for such advanced technologies and maintain its standards. But comparing to the
needed employees in the office or bank and employees to run the system is more. Normally
educated people can get jobs in banking sectors or government offices but in case of employment
for online system the scenario is totally different. It requires engineering technicians,
maintenances mechanics, and many qualified people for the system which is less available in our
country. Online payment system is a virtual world so it requires fewer employees than the real
world. In actual bank or DESCO, WASA offices there are almost thousands of employees
working in different sectors. Whereas in online payment doesn’t require thousand hands but
needs few smart brains. Online payment system provides job opportunities for most people who
are advanced in computers and coding. It requires professionals for such tasks. So if the
customer pays online they visit the offices less and save time and money as well. Getting a
professional to run online websites or companies is more costly than an employee in any bank or
other sectors. Many people nowadays pay online so therefore most of the bank sectors or other
offices there is very few people there crowding around. If the country is getting digital, one day
there will be no need of the offices or employees to collect the payments, all the payments will
be done through electronic transfers or online payments.

Future of utility online bill payment and ways to develop the system more approachable for
the country

In Bangladesh although the idea of online utility bill payment is not so familiar to most of the
people but our country is trying many ways to establish this system among all the people and
become more advanced in this digital world. Paying Bill in Bangladesh is no easy feat as people
need to stand in lines, wait for hours, gives bribes to pay faster and many more different ways
used. Therefore online bill payment makes it lot easier for people to avoid such circumstances
and save time and money as well. In a research in 2017, it is said that less than 10% of the
customers pays their utility bill through online whereas there are more than 80 million people
have access to internet. The government made many different strategies to increase this online
payment system and is targeting to raise the number to upwards of 50% within the next five
years. It is now only the beginning the digital world and as a developing country Bangladesh is
bringing more different companies that can help to pay bills online. Among the population of one
hundred and sixty million people of Bangladesh more than one hundred million people have
smart phone in their hands but only 80 million users have internet access. The different
companies or banks that provide services to customers to give the payment online, they are
giving now more importance to teach them as well how to do it. Our country is a developing
country and within the last 10 years brought many new different technologies to help the people
to live a better live. There can be few steps that improves this system for a better cause.

1. Expand payment systems- many companies competes with each other to provide the
customers better services while paying the utility bills. Rather than focusing among each
other thay need to give their attention in expanding the payment system so that the
 customers can follow which ever is easy for them. For example many people is
comfortable paying the bill through bkash (an app to pay through phones) where as some
people like paying through the bank accounts or their debit/credit cards. Giving the
customers different choices help them to trust this payment system.

2. Go technology- creating many different application, websites for utility payment system
many companies now are giving great facilities to their valuable customers. Not only
paying through online people need to learn that they can pay through computers, mobiles
as well. Advanced technology gives the country better future and helps to compete with
the world in various ways.
3. Training people how to use online payment- no matter almost every has smart phone on
their hand but very few knows properly how to use them. In Bangladesh the adult literacy
rate is above 73% but many cannot use technology, computer or laptops. Rather then only
focising on creating new applications the companies or the bankers need to value their
customers and help them to learn this techniques of online payment.
4. Secure your privacy- secure everything because it is very important for the customers to
trust the company. Different logins from bank accounts or others means hacking it will be
much easier for a professional so the companies need to have best secured page or
applications for their customers.
 Conclusion

The world is said to be the digital world or virtual world. As a developing country Bangladesh is
also competing with the world step by step to be more advanced. Online payment systems have
become increasingly popular due to the widespread use of the internet-based shopping and
banking. The whole world is paying their utility bills through online so Bangladesh also took this
technology and provided the opportunity to the customers to pay their utility bills online.
Bangladesh is still learning this new technology and the people need time to adopt themselves in
this advanced way. It takes time patience and importance trust of the customer to let them use
this payment system more often. new innovations and proper usage, financial technology can be
the key to successfully managing this issues. Securing the customers privacy is also a crucial
factor here.

It also surprising that within very few years there are many trusted companies among the
customers through with they pay their utility bill online. Bangladesh government is also
introducing many new ways for online payment system. The government is spreading the
awareness and benefits of using this system among the people of our country and giving their
best support and cooperation. It is said that electronic transfer funds have been around
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