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Director Arnold says water billing office fell 2–3 cycles behind after software upgrade
Summary
Director Arnold told the committee that a Munis software upgrade and new meter rollout caused the water billing office to fall two to three billing cycles behind; staff will audit accounts, freeze abatements, and credit confirmed errors.
Director Arnold told the committee the city's water billing office experienced a software-related backlog and staff turnover that left the office two to three billing cycles behind. "The water billing office fell about 2 to 3 billing cycles behind on getting our bills out," Director Arnold said, describing a Munis upgrade and the introduction of a new drive-by meter type as complicating factors.
Some printed bills displayed the old water and sewer rate even though customers were billed correctly, producing confusion for residents; Arnold said the city will review accounts and credit any confirmed mistakes. He asked the committee to postpone consideration of water abatements to allow staff time to audit meter reads and correct errors; the chair agreed and noted accounts with filed abatements will be frozen with no interest accruing until hearings can be held.
Director Arnold estimated it could take approximately three billing cycles to catch up on identifying and fixing billing errors, and encouraged residents who spot discrepancies to contact the billing office for resolution.
