Building a future strategy for an existing billing service

Brabant Water has long provided more than drinking water. Through its co-billing service, the company collects municipal and water board levies on behalf of public authorities via its own invoicing, a service that reduces administrative burden for clients, but one that requires regular reassessment as markets and policies evolve. The organisation recognised the need for a clear-eyed view of its position: where does it stand, what opportunities exist, and what does a sustainable revenue model look like going forward?

The challenge was not a lack of internal knowledge, but the need to bring together client perspectives, system capabilities, and market intelligence into a single, coherent strategic picture.

The challenge

Brabant Water needed an independent, external perspective on its co-billing service. The question was multi-layered: what do current users actually experience, which opportunities remain untapped, and how can the service be positioned for the long term, including for potential new target groups?

Blackbear's role

The assignment called for a specific mix: research skills, familiarity with customer information systems in the utilities sector, and the ability to translate strategic analysis into a concrete business case. Blackbear clarified the scope before beginning the search, then matched a specialist with proven experience at the intersection of B2B market research and advisory work in the public sector. This meant the work could begin without delay or onboarding friction.

Result

A comprehensive advisory report was delivered, covering client needs, system potential, relevant policy developments and viable revenue models. The report includes concrete recommendations and a prioritised action plan, giving Brabant Water a solid foundation for strategic decision-making on the future of its co-billing service.