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City of Chandler Insider
June 21 - July 4, 2014
Chandler upgrades its utility billing system, offers more payment options On Monday, June 30, the City of Chandler will make the transition to a new online utility billing and payment system that is easy to use, highly secure, and will allow registered customers to conveniently access and manage their accounts. The new system is part of a broader citywide initiative to make paying for City services simpler by using a common payment portal that is accessible 24 hours a day, seven days a week, using any computer or mobile device. “This new utility billing system is an example of the City Council’s commitment to being responsive to the needs of our residents and the business community,” says Chandler Mayor Jay Tibshraeny. “A city’s infrastructure today is more than roads, pipelines and facilities; it’s also computer hardware and software that can help a municipal organization like Chandler be as efficient, fiscally responsible, and service oriented as possible. This new system is a smart investment in our future.” After a brief system shutdown later this month to implement the hardware and software transition, the new utility billing system will be operational June 30. In early July, all Chandler utility customers will receive a letter in the mail containing new account and customer numbers that will serve as unique identifiers when using the online or touch-tone phone payment systems. Once the new account and
customer numbers are received, customers can register online at www.chandleraz.gov/ utilitybill. During the transition to the new utility billing system, the City has tried to minimize the overall impact on customers. However, those customers who currently pay their Chandler bill through their bank’s website must update the payee information to include the new customer and account numbers. This action must be taken to ensure that payments are electronically applied to the correct account. If this is not done, the electronic payment from the customer’s bank to the City may be delayed, which might affect the status of the account with the City’s Utility Services Division. July utility bills will also include a flier introducing some of the features of the new billing system, along with a list of payment options and a link to Frequently Asked Questions on the City’s website, www.chandleraz.gov/utilitybill. The back of the flier has a section titled “How to Read Your New Chandler Utility Bill.” It includes a graphic of the redesigned bill and highlights several of the enhancements made to the bill, such as a 36-month water consumption graph and a more detailed summary of fees and taxes. “We redesigned the bill with the customer in mind,” says Stephen White, manager of the City’s Utility Services
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INSPECTOR: Meter Technician Rob Culbertson inspects a water meter at a Chandler home in early June. Submitted photo
Division. “It is easier to read, contains more detailed information, and lets us add important messages on the bill that are specific to each account holder. For example, customers who are surprised by a high water bill may be told about the City’s water conservation programs, including how to check for a water leak or how to request a free on-site water audit.” More information about the new utility billing system is available online at www. chandleraz.gov/utilitybill. In addition, customer service representatives are available during normal business hours by phone at (480) 782-2280, through email at utilitybilling@chandleraz.gov, or at the Customer Service Center in City Hall at 175 S. Arizona Ave., Suite A.
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Chandler residents and utility customers will be unable to use the City’s online utility billing and payment system, the touch-tone phone payment system or obtain inperson assistance at the Customer Service Center in City Hall beginning at 5 p.m. Thursday, June 26, through 8 a.m. Monday, June 30. The online utility billing system outage will not affect other City e-services. The temporary closure is due to the implementation of a new utility billing system. Customers with utility payments due during this maintenance period will not be penalized; a brief grace period will be in effect. However, the Utility Services Division encourages all customers to keep this closure in mind when making plans to pay their utility bills. For more information or to speak with a customer service representative, call (480) 782-2280 or visit www.chandleraz.gov/utilitybill.
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