City officials in Winter Haven have announced a significant shift in their billing services aimed at enhancing customer experience. During the Agenda Review Meeting on September 17, 2025, it was revealed that the city will discontinue its contract with First Billing Services (FBS) and transition to a new partnership with Smart Energy Water (SEW) for billing and payment processing.

This change will allow customers to access modern payment options, including Google and Apple Pay, both in-person and through the city’s online portal and mobile app. The transition is expected to streamline operations, resulting in more efficient service and a user-friendly experience. Customers currently enrolled in autopay will need to re-enroll, but the city plans to launch an educational campaign to assist them through this process.

In conjunction with this transition, the city will also engage Datamax Printing and Mailing Services to manage the printing and mailing of customer bills, a task previously handled by FBS. This move is part of a broader initiative to improve customer service within the water department, focusing on reducing call wait times and enhancing overall service delivery.

City officials emphasized their commitment to improving operations to better serve residents, highlighting changes in hours of operation and ongoing public education efforts. The new agreements with SEW and Datamax are seen as pivotal steps toward achieving these goals, ensuring that Winter Haven residents receive timely and efficient service.