What: the City's move from a billing system used since 1997 to a cloud-based enterprise system, which changed customer account numbers.
Where it stands: new account numbers and a customer portal were rolled out in September 2026. A phone and internet outage at City offices in the same period meant many calls did not get through, and some late fees were waived.
Next: the new account number appears on bills; missing September customer data to be provided at the next meeting.
Details
Customers on bank bill pay should update the account number and bank details; customers on draft should not need to do anything.
Account balances were carried into the new system; payments made with an old number were reapplied.
All payment methods remain available. Staff warned customers to pay only through the City's official website because of scam sites.
Rates are unchanged by the software; only City Council sets rates, effective each July 1. Some credit card convenience fees changed.
Staff reported that the utility billing system went live September 1 and that a network problem at the City's internet provider delayed some payments. Phone payments were temporarily unavailable, with a fix expected within the week.