Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
Get email alerts on the Utilities Billing topic
No spam. Unsubscribe anytime.
City staff investigating repeated complaints about online billing vendor Invoice Cloud
Summary
Council members raised repeated constituent complaints about online utility payments handled through a third-party system; staff told the council they are investigating missing registrations of payments and said the city is exploring consolidating services with a different vendor, Boyce.
Council members on June 1 pressed city staff for details after multiple constituent complaints about online utility payments. Staff said the city uses several software modules and an annual license for the billing system; some customer payments processed through Invoice Cloud were not registering correctly, and the city is investigating the source of the problem.
Treasury and utility staff told the council that Invoice Cloud handles much of the customer-facing online payment experience while other modules cover backend facility billing; when payments are processed through the vendor they are sometimes not hitting the city’s registry. Staff said they are reviewing the vendor contracts and requested time to provide the council with an update at the next meeting listing Invoice Cloud costs and contract duration.
Council members also discussed vendor consolidation: staff said the city would prefer to consolidate more functions with Boyce, which now offers comparable services, and asked to return with a costing and contract timeline. Separately, a surprise invoice from Burns & McDonnell (AP 20728) that staff said related to long-term control planning prompted a request to omit that AP from the current approval cycle until staff can review the billing details.
The council directed staff to return with a vendor-cost update, including the Invoice Cloud contract duration and a recommendation about consolidating billing to Boyce.
