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City’s GWorks payment rollout delayed after overnight data transfer failures; staff to escalate with vendor
Summary
The city’s planned Aug. 1 launch of a new GWorks online-payment portal failed during overnight account migration; staff and vendor engineering support are troubleshooting and the city warned customers that account reauthorization will likely be necessary.
City staff reported technical failures during an overnight attempt to migrate utility payment accounts into the new GWorks online-payment portal, delaying the planned Aug. 1 go-live.
What happened: staff and vendor technicians attempted bulk account transfers overnight to avoid daytime disruption. The transfer timed out during repeated attempts; the vendor’s cloud migration and third-party component lead times were cited as complicating factors. The city’s contact at GWorks and a local IT contractor were engaged in troubleshooting.
Customer impact and process: staff said existing autopay customers will need to set up new payments in the new system once migration completes; the city will mail instructions and that process will require signed authorization for account changes with banks. City staff warned the transition will cause a workload spike for front-desk staff and may be a significant headache for some residents.
Next steps: staff will continue working with the vendor and asked council to allow escalation to higher vendor support and, if necessary, to involve legal counsel to resolve implementation or contractual issues. Staff also announced the city moved a physical bill-drop location successfully and will publicize interim payment options while migration continues.
