Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
Get email alerts on the Utilities Billing Conversion topic
No spam. Unsubscribe anytime.
City and vendor outline utility-billing conversion, including short "blackout" for payments in August
Summary
The city and its billing vendor, US Water, said they will convert to a new utility billing system Aug. 27; residents will not be able to make online payments during an August 14–27 blackout and will be asked to use drop box, in-person payment points or pay at partner locations during the transition.
City staff and US Water on July 29 described a multi-step conversion to a new utility-billing platform that will provide an online customer portal, consumption visibility and expanded self-service features. The city and vendor urged residents to note a payment “blackout” from Aug. 14 through Aug. 27 when the old system will be closed and data migrated.
David Hans, customer-service and billing supervisor for US Water, summarized the transition timeline and outreach. He said the project team has sent two letters to customers and will mail a third in August with the customer'specific 10-digit utility account number and instructions for the go-live. Hans said customers will be able to use a new portal after the Aug. 27 go-live to register accounts, view usage and submit service requests.
During the blackout period — required to close out and migrate accounts — customers will not be able to make online payments in the municipal billing system. Hans said residents can still make payments by leaving checks or money orders in the City Hall drop box, paying in person at an approved payment location (AMS Scott, subject to a fee) or bringing payments to the City Hall breezeway as arranged.
City staff said the new system will allow residents to see consumption data and will replace the payment-text option the city provided in the old system. The city will update the municipal website with FAQs and will continue livestreamed and in-person outreach. Officials said they will add creole and Spanish assistance where possible and continue work with IT to expand language access.
Ending City and vendor officials asked residents to watch for the second August mailing, to note the Aug. 14—627 transition window and to bring or drop off payment instruments if they cannot pay before the blackout.
