Council signs off on new UniLink utility billing system communications plan; staff to expand outreach

The City Council endorsed the administration’s move to a new UniLink utility billing system and approved a communications plan to notify ratepayers about changes, including a temporary blackout for online payments and a shift in in-person payment locations.

Director Schultz and other staff described a communications outreach that began with billing insert notices, a press release and social media, and said a mailed notice to all ratepayers will be included because the city’s customer base includes many who do not use online services. “There have been some communications that have been going out from the communications office this week,” Schultz said; the city manager added that a press release was approved days earlier.

Councilor Cron pressed staff on how many accounts exist and how many customers pay in person; staff said the system serves roughly 9,000 accounts and that in-person payers number in the low hundreds. Staff said they would prepare for constituents who miss notices during the online blackout by assigning additional staff and FAQs to help customers through the transition.

Councilors asked whether automatic bank debits would be interrupted during the system conversion; staff confirmed debit payments would not be available for a period during the blackout and said additional notifications are planned. Councilors repeatedly referenced the billing problems the city experienced in 2024 and insisted on thorough outreach to avoid similar issues.

The council voted to support and acknowledge the new UniLink billing system and the communications plan.