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Amarillo to launch new utility customer portal March 31; billing systems paused March 26–30
Summary
City announces a modernized utility billing portal and CIS conversion set to go live March 31. Customers will receive new account numbers; phone and online billing services will be paused March 26–30 with staff assisting urgent needs and a 30‑day grace period for late fees.
The Amarillo City Council heard details Thursday on a new customer portal and customer information system (CIS) conversion scheduled to go live March 31, city utility billing manager Jennifer Gonzales told the council.
Gonzales said every utility customer will receive a new account number and that current portal users — about 34,000 accounts — will need to re‑register. Online lookup tools and April paper bills will provide the new account number, she said, and customers who opt into paperless billing will receive a one‑time $10 credit.
To complete the conversion, utility billing operations will be paused from March 26 through March 30. Gonzales said phone and in‑person services will operate only for urgent situations — for example, main breaks or other emergencies — and that the city will not assess late fees during the first 30 days after go‑live. Staff will be available in a meeting room the first month to help customers re‑register or retrieve account numbers.
Council members asked how the city will reach customers who receive paper bills or who do not use email. Gonzales said the city has email addresses for roughly 34,000 portal users from the existing system and will continue to send paper bills for those who have not opted into electronic billing. For customers who need hands‑on help, Gonzalez said staff will assist at the drive‑up trailer and in person during the month after conversion.
Gonzales said the new portal introduces features such as viewing and comparing water usage, submitting service requests and payment plans, and integration with automated metering. “We will be ready to help customers every step of the way,” she said.
City officials advised customers to watch amarillo.gov/utilityportal for lookup tools, instructional videos, and further updates.
The council did not take a separate vote on the portal presentation, which was provided as an informational update during the meeting.
