Greeley chooses Scribe for new utility customer information system; customers must re-enroll after November go‑live

GREELEY, Colo. — City staff told the Water and Sewer Board on Aug. 20 that Greeley selected Scribe’s (Sprey/Sprypoint) customer information system (CIS) to replace its decades-old billing platform, with an anticipated go‑live of Nov. 17, 2025.

Derek, the project lead for the CIS, said the project will replace the city’s 1990s-era utility billing system and includes a customer‑facing portal, mobile field tools and backflow management. “Go live is anticipated to occur November, so we’re really getting into the home stretch,” Derek said.

Why it matters: the new CIS will affect every utility account in the city. Customer account numbers will change, past autopay enrollments will not carry forward and customers must re‑establish autopay and portal sign-ins after the switch. Staff said they plan extensive outreach and support to limit confusion.

Project scope and customer impacts: - Selected modules: core CIS billing, a mobile module for meter and field crews, a customer portal/payment module, backflow management and advanced metering/infrastructure display tools. Staff reported the backflow module is already in use for backflow tracking. - Account changes and autopay: the city will send email invitations where an email address exists; otherwise customers will receive a paper bill after go‑live with instructions and their new account number. Derek said, “If you don’t get an email and invitation to sign up for the customer portal, you will get a paper bill driving the first billing cycle post go live.” - Field operations: mobile work orders will move from paper to real‑time mobile dispatch and reporting, which staff said will speed leak response and reduce turnaround times. - Outreach: staff contracted an external communications firm; planned tactics include social media, bill inserts, rack cards, event outreach and direct email invites.

Board concerns and staff responses: multiple board members raised the presentation and labeling of combined charges (water, sewer and stormwater) on a single bill. Several asked that the billing header or communications make the separate utilities clearer; staff agreed to review the bill caption and communications so customers better understand the stormwater line item and enterprise-fund distinctions.

Go‑live readiness: staff described a year-plus pre‑project of data cleanup, business‑process mapping and a dedicated project team. Derek said the vendor is SaaS and issues regular updates; staff have a QA/QC consultant and a steering committee overseeing decisions.

What customers should expect: after the Nov. 17 go‑live customers will need to re‑create autopay and portal accounts. Staff said they will staff phone lines and in-person support around the launch to assist customers who need help.

No board vote was required; this was an informational update.