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City amends utility-billing support contract; public raises concerns about automation and customer service
Summary
The Clearwater City Council on May 15 approved a first amendment to the agreement with Whitlock Consulting Group, adding $173,812 for project-management services related to the city’s utility-billing system upgrade and bringing the contract total to $506,548.
The Clearwater City Council on May 15 authorized the first amendment to the agreement with Whitlock Consulting Group for project-management and professional services to support the city’s utility-billing system upgrade. The amendment adds $173,812 for the term July 1, 2025, through Dec. 21, 2025, bringing the total not-to-exceed amount to $506,548 under RFP 2020-24.
Dan Mayer, the city’s IT director, presented the item and said the services support the billing system that generates utility bills and reporting for customers. He told the council staff was available for questions.
A member of the public who asked to remain unnamed during the meeting said they supported modernization but expressed concern that too much automation could reduce staff-to-customer interaction needed to resolve complex issues arising from older infrastructure. That commenter asked whether automation plans would preserve avenues for customers and businesses to get personalized assistance on complex utility issues.
Council moved and seconded approval and voted unanimously to authorize the amendment. The motion authorized staff to execute the amendment and proceed with the consultant services for the defined term.
Notes: The amendment funds consulting support for the vendor implementation and does not itself change system functional requirements. The IT director indicated staff is available for follow-up questions about the project.
