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City staff answers FAQs about citizen engagement app
Summary
City staff walked residents through four frequently asked questions about the city's engagement app, clarifying that an account and PIN are needed only on first login, guests must use a utility-bill PIN to access payment features, the app is provided by Granicus and links to the city's BSNA payment system, and that both debit and credit payments are supported.
A staff member walked through four frequently asked questions about the city's citizen engagement app, saying users need an account number and PIN only the first time they sign in. "Do I need an account number and PIN every time I log in? And the answer is no," the staff member said.
The staff member said the app functions like many consumer apps: once a user sets up an account, they remain signed in through the app. They added that users may also choose to use the app as a guest, but guests must log in each time using the PIN printed on their utility bill to access payment and account details.
"You can be a guest, but every time you're a guest, you're going to have to log in with your PIN from your utility bill if you want to get into some of the guts of the system," the staff member said. That PIN requirement applies to guest access only; account holders who complete the initial sign-in do not need to reenter the PIN on every use.
The staff member identified the engagement app vendor as Granicus and said payment transactions are processed through the city's backend system called BSNA. "The citizen engagement app is from an organization called Granicus. And then if you want to pay your bills, it's going to go into the city's system that's called BSNA," the staff member said, noting the separation of vendor layers and the city's systems.
On payment methods, the staff member said residents can use direct debit or credit cards when paying through the app. "It supports direct debit or credit card," they said. They emphasized that these payment flows pass through the vendor and the city's payment system and that the city does not store or manage those payment credentials on its own servers.
Residents who prefer help setting up an account or making a payment were invited to call the city offices for live assistance. "You're always welcome to call the city downstairs . . . and connect with somebody, a human being directly to talk you through some of this as well," the staff member said.
There were no formal actions, votes, or policy decisions recorded during the segment; the exchange was informational. The city did not provide additional details in the transcript about where to find PINs on the utility bill, fees for card use, or account recovery procedures.
