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City staff says new Community Connect payments rollout triggered casework for ~1,500 ACH customers
Summary
Clive staff told the council the city’s migration to the Community Connect payments platform flagged a blind spot for ACH customers and generated outreach and casework for roughly 1,500 addresses; staff said they expect to resolve most before the next billing cycle and will deactivate the legacy ACH link for accounts already set up on the new platform.
City staff briefed the council on the rollout of a new payment platform, Community Connect, and said an implementation detail affecting ACH (automatic bank withdrawals) accounts had created an unintended overlap for customers who remained signed up in both the old and new portals.
Staff said the migration began earlier in the week and that about 1,500 addresses that received an initial letter used the old ACH process; the utility billing team has already resolved hundreds of those cases and expects to clear most of the remaining accounts before the next billing cycle. To reduce risk of double charges, staff said they will cross-check enrollment lists and deactivate old ACH links for accounts already enrolled in the new platform.
For customers who prefer help, staff asked residents to contact the utility billing team or email utilities@cityofclive.com to establish casework support. Staff said the new platform also enables better digital communications (email and portal messaging) with customers who opt in and will be rolled out more broadly through April, May and June after the initial ACH cohort.
Staff urged patience and said the migration should lower transaction costs and provide improved account profiles to support emergency communications and targeted outreach during events such as watering bans.
