Yes 3.00 Make a Payment 100 6 for account balance,billing & payment options,payment notifications, payment arrangements or to submit a meter read » (entered street number) » to enter your account number » (entered account number) » to continue » …Or to learn more about payment options including pay by credit card » to pay by credit card » to proceed with your Mastercard payment » (entered account #) » if this is correct Hybrid: Press or say system (Ex: Press 1 or say “one”) Yes You want to pay your current bill. Off Navigation 3 Navigating to making a payment in this system felt a bit circuitous. I wasn't confident I was going down the right path based on the main menu option alone (which did not mention making a payment). Not having to verify my account until later in the process would help make this process feel more streamlined. Furthermore, there were a lot of words in the menu titles, making it difficult to follow along. A broader "payment and billing menu" that gets drilled down a bit more within the submenus would also help the experience. 210238 Functionality 2 While the experience was not necessarily poor, I do feel that it could be improved to enhance the user experience. In particular, I was frustrated with the account authentication steps. Because the phone number I called from did not match the street number entered I was asked to enter an account number. I would prefer a few options be made available upfront instead. When I was finally transferred to the payment vendor I had to enter my account information again, which felt redundant. When I wasn't able to enter a phone number I was not able to continue. A frustrating outcome after several minutes on the call! Before the end of the call, I heard the message "confirmation of this payment has automatically been issued to Union Gas". This was confusing, given that I was unable to actually make a payment. 210238 Delivery 4 The tone of voice was clear and pleasant. Information was easy to understand. Even though the third-party vendor had a different female voice, the change between the two systems was not too disjointed or jarring. The payment vendor system did sound louder (both the ringtone and the voice) which hurt my ear a little bit. Otherwise a good experience. 210238