Hastings Utilities staff told the Advisory Board on Aug. 14 that the department’s recent conversion to a new billing system produced customer-billing discrepancies and slowed finance reporting, though staff said most customer-facing issues have been addressed.

Carl, who is leading billing implementation, said the new software introduced unexpected differences in how accounts—particularly budget-billing customers—were displayed compared with the legacy system. Staff said they have fielded increased customer calls, worked extended hours and resolved the majority of individual customer problems.

However, staff explained those reconciliation issues have delayed Finance’s ability to produce final financial statements dating back to June. Carl and Derek said they are working daily with City Accounting staff (Mark and Jesse were named) and the billing provider to reconcile numbers. Carl said the department hopes to resolve the outstanding items within roughly 30 days but emphasized that the timeline is tentative because identifying one issue may reveal another.

Staff also told the board the billing issues factor into the timetable for implementing the proposed city dividend (payment-in-lieu-of-tax separation). Derek said staff would prefer to finish resolving the billing problems before adding the dividend change to avoid compounding accounting and customer-communication challenges.

Board members repeatedly urged staff to prepare clear customer communications, including an explanatory note with bills when the dividend is implemented. Staff agreed to prepare an “at-your-service” letter and other outreach materials for council review if the ordinance moves forward.

Carl asked customers with lingering concerns to contact customer service or stop by the office for individual help; staff said they will continue daily coordination with finance until reconciliations are complete.