North Lauderdale to switch utility billing system Aug. 27; customers must re‑enroll, city waives late fees for first three months

City of North Lauderdale staff told residents at a July 2024 town hall that the city will switch to a new integrated utility billing and customer information system on Aug. 27, 2024, requiring customers to use a new 10‑digit utility number and to re‑enroll for online features such as autopay.

The change matters because the city will stop accepting updates and applying payments in the old system during a transition window; staff urged customers not to change bank bill‑pay settings until after the Aug. 27 go‑live to avoid misapplied payments. The city also said it will not apply late fees for the first three months after the switch (September through November 2024) to reduce problems while the new system stabilizes.

At the town hall David Himes Jr., Customer Service and Billing Supervisor with US Water, summarized the timetable: "Come August 27, that's when the go live for the new system will take place." Himes explained that the new utility number is a two‑part 10‑digit identifier: "The first 5 digits is the account number... The second part would be the customer ID number," he said, adding that the account number identifies the property while the customer ID identifies the owner.

Allison Gale, the city's utility billing supervisor, walked attendees through how bills and payments will look under the new Tyler ERP‑linked system. Gale said the city will move to owner‑only accounts ("It started back in 02/2007. We changed. We do not accept any tenant account information any longer."), meaning owners must request changes and tenants do not have direct account authority. She also described a redesigned bill that includes a QR code residents can scan to reach the payment page and said customers will continue to receive mailed and emailed PDF bills.

Mitch Williams, director of innovation and information technology services, said a key motivation for the change is tighter integration with the city’s financial system and future integration with advanced metering infrastructure: "The goal of implementing the utility billing customer information system is to streamline utility billing, improve efficiency, improve customer transparency," Williams said.

What residents should know

- New account format: a 10‑digit utility number (5‑digit account for the service address, dash, 5‑digit customer ID tied to the owner). Residents were told to keep the letter the city mailed with both numbers for their records. Gale advised: "Please hold it for your records. Please do not do anything or make any changes until August 27."

- Autopay and bank bill‑pay: customers who use bank bill‑pay or autopay must re‑enroll after Aug. 27. Allison Gale and David Himes said banks cannot be updated ahead of the go‑live because the new numbers will not be active. Himes advised: "Be sure to update the payment information using the account number and the customer number after August 27."

- Transition window for payments: staff said payments will be accepted and processed normally in the old system through Aug. 13. From Aug. 14 through Aug. 27 the city will not be able to apply payments into the old billing system as it prepares conversion files; payments placed in the city drop box or processed through partner payment locations during that interval will be posted after conversion. Himes warned residents that they should expect a delay in posting: "There is gonna be a delay in posting payments. You're gonna experience a delay, unfortunately."

- Assistance and registration help: city staff will be available at City Hall to assist customers with resident access registration on Aug. 27 and Aug. 28 from 6:00 p.m. to 8:00 p.m. "We will be here August 27 and August 28... to help you all register for resident access," Himes said.

- Late fees and ordinance relief: staff announced no late fees will be applied for the first three months after go‑live (September–November 2024). Separately the city cited an existing municipal ordinance that allows one late fee removal per calendar year per account; staff encouraged customers who qualify to request that benefit.

- Billing practices: the city explained that some customers may get two bills with different due dates in a short span as part of normal cycle alignment and the conversion. Himes said that twice a year the calendar may produce two due dates in a month and that the conversion required earlier meter reads to close the old system by Aug. 19.

- Payment methods: residents can pay online, by phone, at the cashier window (Monday–Thursday, 7:15 a.m.–5:45 p.m.), via the white drop box at City Hall (check or money order recommended during conversion), or through partner locations (AMS Scott) that charge a fee. The city specifically advised against dropping cash in the outdoor drop box.

Quotes and customer support

- "It's owners only accounts... We do not accept any tenant account information any longer," Allison Gale, Utility Billing Supervisor.

- "Come August 27, that's when the go live for the new system will take place," David Himes Jr., Customer Service and Billing Supervisor.

- "The goal of implementing the utility billing customer information system is to streamline utility billing, improve efficiency, improve customer transparency," Mitch Williams, Director of Innovation and Information Technology Services.

Ending

City staff encouraged residents to keep the mailed account letter for the new account and customer ID numbers, to avoid changing bank bill‑pay settings before Aug. 27, and to use the city’s assistance sessions on Aug. 27–28 if they need help registering. Customers with urgent billing questions were directed to the Utility Billing Customer Service office and to the online FAQ posted on the City of North Lauderdale website.