FAQs About the New Water Utility Payment System
Q: Why is the billing system changing?
A: We are upgrading to a new customer information system to enhance the user experience of our residents, business owners and future water customers. The new portal consolidates functionality and information in one place to make managing your account easier and more efficient.
Q: When will the new billing system be available?
A: The new billing system is scheduled to be implemented later this year. Stay tuned for specific dates and more information.
Q: Will my account information and payment history transfer over?
A: Yes, account information and payment histories will be securely transferred to the new system, so you won't lose any important data.
Q: Do I need to do anything during the transition?
A: There will be a few simple steps to register your account once the new system is launched. We will provide detailed instructions to guide you through the process and our Customer Care Team will be available to answer questions for you along the way.
Q: Will I need to re-enroll in Auto Pay once the new system is live?
A: Yes, to maintain Auto Pay, you will be required to re-enroll. Instructions will be provided to guide you along the way and our Customer Care Team will be available to answer questions should you need assistance.
Q: Will my account number change?
A: Yes, with the system upgrade, each customer will receive a new account number. This information will be included on billing statements and can be retrieved via the new portal using prior account information and recent statement amount.
Q: Will my billing cycle or due dates change?
A: Updates to billing cycles were completed earlier this year in preparation for the new system implementation. No additional changes are expected and the transition will not have any further effect on your payment schedule.
Q: What features will the new billing system offer?
A: The new system will offer a unified portal where you can access billing statements, view account information, make payments, track water usage, manage communications with customer care, and access important forms and information—all in one place.
Q: How do I set up automatic payments with the new system?
A: Setting up automatic payments will be straightforward. Once the new portal is live, you'll find an option under your account settings to enroll in automatic payments. Detailed instructions will be available to assist you.
Q: Can I still receive paper bills instead of electronic ones?
A: Yes, if you prefer to receive paper bills, you can continue to do so. There will be an option in the new portal to select your preferred billing method.