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East Point officials: migration to new utility system sent erroneous shutoff emails to about 590 customers
Summary
City staff told the City Council that a recent migration to a new cloud-based utility management system caused erroneous shutoff emails to 590 customer accounts in one billing cycle; staff said notices were posted online and emailed to affected customers and that most other system issues are internal.
City officials told the East Point City Council on Sept. 2 that a migration to a new cloud-based utility management system resulted in erroneous shutoff emails being sent to customers in one billing cycle.
The customer-care manager, identified in the meeting as Miss Adams, said the city posted a letter on the customer care web page on Aug. 28 and emailed customers in “Cycle 1” on Sept. 2. “The emails went out today to each of those customers in cycle 1,” Adams said. She told council members the mailings that prompted the most concern were emails, not mailed paper notices.
Council members pressed staff for details about scope and outreach. City staff said 590 accounts were in Cycle 1 and that the…
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