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Amarillo to launch new utility billing portal March 31; conversion pauses some services March 26–30
Summary
City staff said the new utility billing portal and CIS go-live are scheduled for March 31; customers will receive new account numbers, must re-register, and the city will pause some billing operations March 26–30 and waive late fees during the immediate transition.
Jennifer Gonzales, the city’s utility billing manager, said Amarillo will go live on a new customer portal and CIS on March 31. "Every customer will be getting a new account number," Gonzales said, and customers will need that number to register on the new portal.
Gonzales told council that current portal users must re-register and that automatic payments will need to be re-established; the city will issue a one-time $10 credit to customers who opt into paperless billing. Operations related to billing—phone, email, online payments and in-person services—will be paused from March 26 through March 30 for the data conversion; staff said phones will be available for urgent needs only and the city will not assess late fees during the first 30 days after go‑live for customers needing help.
Council members asked how many customers may need in-person assistance; Gonzales estimated about 10–15% may require help and said the city will staff a meeting room for the first month after go-live to assist customers with re-registration or retrieving new account numbers. Gonzales also said there are roughly 34,000 portal users currently and the city has between about 75,000 and 80,000 utility accounts in total.
