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Glenn Heights approves contract with Infosend for billing and adds IVR payment option
Summary
Council approved Resolution R-13-25 authorizing an agreement with Infosend Inc. for printed and electronic billing, targeted mailings and an interactive voice response payment option; staff presented a cost comparison and implementation questions remain.
The Glenn Heights City Council on May 6, 2025 approved Resolution R-13-25, authorizing the city manager to enter into an agreement with Infosend Incorporated for data processing, printing and mailing, electronic billing, presentment and payment, and interactive voice response (IVR) services.
Deputy City Manager Keith Moore presented staff’s request and a price comparison of three vendors. Moore said staff eliminated one respondent because it lacked a Texas facility and showed the highest price; the city's incumbent (Matrix/DataPros) quoted about $88,882 annually for black-and-white print services, while Infosend’s color, two-sided bill was presented at $71,766 annually. Moore advised that adding the IVR option increases the Infosend total (staff presented an approximate combined figure during the meeting). He said the Infosend platform will allow targeted printed messages (to the city, a neighborhood or a single address), electronic delivery by email, and an IVR phone-pay option with the ability to include a second language.
"The electronic billing will speed things up for the end user, our customers," Moore said, noting the added services and languages could improve customer access.
Councilmembers asked about timeline and transition steps: staff did not provide a firm contract end date for the current vendor during the meeting and said a phased public-education rollout would accompany any vendor switch. Pro Tem Benford urged adding Spanish to the IVR; Moore said the second-language option can be included with the IVR add-on. Councilmember Hale and others urged early and clear resident outreach to avoid confusion during account sign-up and to limit disruption for customers who must re-register for online access under a new vendor.
The resolution passed 6–0. Council directed staff to proceed with the agreement and to plan a phased implementation and public-information campaign to explain billing, online account set-up and the new IVR option to residents.
