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Alpine to launch new utility customer portal Oct. 1; card payments delayed
Summary
City of Alpine utility staff demonstrated a new online customer portal set to launch Oct. 1 that will let customers view bills, track usage and manage payments; card payments will not be available at launch and ACH users must re-enroll.
A City of Alpine utility billing staff member said the city will launch a new customer portal on Oct. 1 that will let utility customers view and pay bills online, track usage, manage payment methods and set communication preferences, but card payments will not be available at launch.
The portal demonstration, given by a utility office staff member, showed a redesigned billing statement with a remittance slip, a usage graph, account and payment history, a message center for service announcements and an option to terminate service online. "We're excited to have you here and show you our new portal," the staff member said during the demonstration.
City staff described the registration process: customers must use their new account number (the city said account numbers were updated with the billing software transition) and enter the primary phone number on file to verify accounts. The staff member walked through a four-step sign-up: enter account number and phone, confirm the account, create a username and password, and then log in to view account details. "Our customer portal will be launching October 1 along with our new software," the staff member said. The demonstration used a test account; the staff member confirmed that usage and payment-history graphs will populate starting Oct. 1.
The staff member told attendees that card payments would not be available on Oct. 1 while the city finalizes integration. They said the city will announce when card payments become available. The staff member also said customers currently enrolled in ACH must re-enroll because the city cannot transfer sensitive ACH data to the new system; once re-enrolled, ACH drafts will begin on Oct. 15 and the staff member said customers "won't have to wait two billing periods before it starts drafting anymore." The message was repeated in the demonstration materials and by the presenting staff member.
Staff outlined several features customers will be able to control through the portal: viewing monthly usage and trend graphs for water and gas, accessing past bills and payments, managing multiple utility accounts under one login, setting up recurring autopay by card or bank account, managing multiple payment methods, choosing communication preferences (email, automated calls, text or printed statements), and using a message center for service interruptions or other announcements. The staff member said the paper statement will include a remittance slip intended to streamline in-office processing of mailed payments.
During the demonstration, a resident asked why there was no account history visible in the test view; the staff member answered, "This is just a test account... But you will be able to see the graphs, starting October 1," and reiterated that customers can call or visit the office to obtain their new account number and get assistance registering. The staff member also offered in-person help for residents who are not comfortable with computers and said clerks could assist with registration and ACH forms.
The demonstration did not include any formal votes or policy actions. The presentation focused on features, registration steps and transitional details customers will need when the new billing software and portal go live.
