Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
Get email alerts on the Digital Services topic
No spam. Unsubscribe anytime.
Waco officials highlight SpryPoint customer system rollout; portal, leak alerts and mobile service orders among early wins
Summary
City staff reported progress on the October 2025 SpryPoint conversion: roughly 30% portal activation among contacts, leak-detection alerts resolving 69% of sample events within 24 hours, 637 payment plans created, and improved call-center metrics; staff emphasized ongoing training and remaining integrations.
Lisa Ty, director of customer engagement, briefed the council on progress and early outcomes from the city's October 27, 2025 conversion to the SpryPoint customer information system.
Ty said the city now has about 48,644 accounts and roughly 72,000 contacts; about 30% of contacts have activated the customer portal and roughly half of customers receive bills digitally, although staff still mail a majority of bills. The portal and integrated notifications support leak-detection and proactive outreach: Ty cited a March 16 sample in which 155 leak events were detected and 107 (69%) were resolved within 24 hours.
The new system also enabled targeted multi-channel campaigns (used for low-pressure alerts, road closures and winter advisories), mobile field service orders dispatched to tablets, and built-in payment-plan and exemption tracking. Ty provided these performance snapshots: 637 payment plans created (79 active, $55,475 total), 30% portal contact activation, and call-center improvements (abandonment back down from 40% in January to 23% in March; average handle time down to 3 minutes 22 seconds).
Ty stressed the importance of ongoing staff training and completing outstanding integrations (for example solid-waste routing and backflow records). Council members praised features such as leak alerts and urged expanded outreach to seniors and other residents who may need help registering for portal services.
Next steps include finishing remaining system integrations, targeted portal-enrollment campaigns to raise adoption above 50%, and further optimization of call-routing and self-service tools.
