The City of Great Falls is in the midst of a crucial transition as it updates its Utility Department’s billing system to a new software named New World. This significant change aims to streamline the billing process, benefiting both the city’s residents and Utility Department staff. Here’s how this upgrade will affect you.
Transition Timeline and Service Interruptions
Embracing the Change
The process of converting to the New World software began on May 22, 2024, and is scheduled to conclude by June 3, 2024. During this period, the current billing system will be offline, preventing staff from accessing or processing any customer information. This essential step ensures a complete and accurate data transfer to the new system. It’s a significant undertaking that requires full shutdown to transfer data seamlessly, leaving no room for errors that could disrupt future billing processes.
This transition period, though brief, is expected to momentarily affect the day-to-day operations of the Utility Department. By halting the current system, staff are precluded from managing typical tasks such as account inquiries and balance checks. This comprehensive approach is necessary to ensure that all data is accurately transferred into the new platform, which ultimately will enhance the overall service provided to Great Falls residents. The city is working diligently to minimize disruption, yet some temporary interruptions are an inevitable part of such a large-scale operation.
Temporary Inconveniences
Customers may face several inconveniences during this transition. For instance, the processing of utility customer information will be halted temporarily. This means account inquiries, balance checks, address changes, and ownership transfer requests cannot be fulfilled until the system is back online. While these temporary pauses might seem inconvenient, they are crucial for the successful implementation of the enhanced billing system. The city is taking steps to minimize disruption, but some temporary delays are inevitable.
The City of Great Falls is committed to mitigating these inconveniences by keeping residents informed and offering practical solutions to navigate the transition period. The Utility Department has alerted customers well in advance, providing them with detailed information about the changes and alternative methods for managing their accounts. By doing so, they aim to ensure that the shift to New World will be as smooth as possible, with minimal impact on daily operations. This proactive approach is a testament to the department’s commitment to maintaining a high level of customer service during the upgrade.
Changes in Utility Bills
New Look and Timing
One of the significant changes customers can expect is in the utility bills themselves. Not only will there be a delay of 3-5 days in bill arrival times, but the appearance of the bills will also be different from what customers are used to. This visual change is designed to improve clarity and readability. Customers may find that the new bill format is more user-friendly, making it easier to understand charges and payment options. The slight delay in receiving bills is a small price to pay for the anticipated improvements in the billing system.
This temporary delay in bill arrival is necessary to ensure that all data is correctly transitioned and reflected in the new system. The city is advising customers to keep an eye out for these changes and to be patient as they receive their first bills under the new system. Adjusting to the new look and timing might take a bit of getting used to, but the long-term benefits are expected to far outweigh these initial adjustments. Overall, the redesign of utility bills is part of the city’s broader effort to enhance customer service and streamline billing operations.
Account Number Updates
A notable change is the alteration of all utility account numbers. While the first six digits will remain the same, the numbers following the dash will now be a three-digit sequence. For example, an account number that was 123456-789 will now appear as 123456-123. It’s crucial for customers to update their payment information with the new account numbers to ensure smooth processing. This change, though seemingly small, plays a significant role in the successful transition to the new system, avoiding any discrepancies in payments and account management.
Customers are encouraged to carefully note the new account numbers and make the necessary updates in their payment methods. This includes online banking platforms, automated payment systems, and any other mediums used for bill payment. The Utility Department is keen on providing clear instructions and support to help residents make these updates effortlessly. This proactive step is intended to prevent any confusion or payment issues that could arise due to the change in account numbers, thereby facilitating a seamless transition to the New World software.
Payment Methods During the Transition
Alternative Payment Options
With the online and phone payment systems temporarily disabled, the Utility Department has provided several alternative payment methods. Customers can mail payments through USPS or use their bank’s online bill pay feature. Also, a drop box for utility payments is available on the south side of the Civic Center. These options ensure that residents have multiple avenues to manage their payments during the transition period, minimizing any inconvenience caused by the temporary system shutdown.
The city has also taken steps to remind customers of these alternative payment methods through various communication channels. This includes notices in local media, updates on the city’s official website, and direct communication with utility customers. These measures aim to ensure that all residents are aware of their options and can continue to make timely payments. The goal is to maintain a seamless payment process during the transition, protecting customers from potential late fees or service disruptions.
In-Person Payments
Additionally, utility bills can be paid in person at the Civic Center, Room 104, during regular business hours. By offering multiple payment options, the city aims to accommodate various customer preferences and maintain a seamless payment experience during this transitional period. This flexibility is crucial, especially for those who might not have access to online payment methods. The in-person payment option ensures that all residents, regardless of their technological proficiency or access, can manage their utility payments without any issues.
The city’s efforts to provide diverse payment options highlight its commitment to customer service and convenience. By maintaining in-person payment facilities, the city ensures that residents who prefer or rely on face-to-face interactions can still manage their accounts effectively. This approach is part of the broader strategy to ensure a smooth transition to the new billing system, reassuring residents that their needs and preferences are being considered and addressed throughout the process.
Implications for Customers
No Delinquent Fees
To help ease the inconvenience, customers will not be charged any delinquent fees until the new system is fully operational. Payments received after May 21, 2024, will be manually entered into the new system starting June 3, 2024, which may cause delays in payment postings on the June billing statements. This decision underscores the city’s understanding of the challenges that come with the transition and its commitment to minimizing the impact on residents.
This waiver of delinquent fees serves as a cushion for customers, ensuring that they are not penalized for circumstances beyond their control. It demonstrates the Utility Department’s customer-centric approach, aiming to alleviate any additional stress during the software transition. By allowing a grace period for payments, the city is highlighting its dedication to customer satisfaction and support, ensuring that residents are not financially burdened during this crucial upgrade period.
Addressing Payment Confirmation Issues
Additionally, until the New World system is operational, the Utility Department staff cannot confirm receipt of payments. This may cause anxiety for some customers, but the department assures that all incoming payments will be properly accounted for once the system is back online. In the interim, customers are encouraged to retain all payment receipts and any transaction records as proof of payment. This simple yet effective step can provide peace of mind and a paper trail in case any discrepancies arise.
The city is also committed to keeping lines of communication open with customers during this period. This includes timely updates on the transition progress and immediate assistance to any customer concerns. By maintaining transparency and a sense of accountability, the Utility Department seeks to reassure residents that their payments are safe and will be accurately reflected in the new system. This proactive communication strategy is essential in fostering trust and maintaining strong customer relations during the transition.
Staff Training and Customer Service
Staff Preparedness
In preparation for the new software, Utility Department staff will undergo comprehensive training. This training period can make it challenging for customers to reach a representative, as staff will be focused on adapting to the new system. However, they will still check voicemails and return calls as promptly as possible. This focused training ensures that staff will be fully proficient in the new system, ultimately enhancing the service they can provide to customers.
The city understands the importance of having a well-trained team ready to assist residents once the New World system is fully functional. By investing in thorough training, the Utility Department is setting a strong foundation for efficient and effective customer service moving forward. During this period of adjustment, patience from the public is requested, as staff is working hard behind the scenes to ensure a smooth transition and future operational excellence with the new billing software.
Supporting Customer Transition
The City of Great Falls is undergoing an important transition by upgrading the billing system for its Utility Department. The current system will be replaced by a new software called New World. This noteworthy upgrade is designed to enhance and streamline the entire billing process. The motivation behind this change is to bring multiple benefits not only to the residents of Great Falls but also to the staff working in the Utility Department. By adopting New World, the city aims to simplify operations, reduce errors, and improve overall efficiency.
This new system is expected to make bill management more user-friendly, offering greater transparency for customers by providing clearer and more accessible billing information. Additionally, it will help the Utility Department staff by automating many of the labor-intensive tasks they currently handle. All of these improvements aspire to enhance the overall service experience for residents while making the job easier and more efficient for the staff. By modernizing the billing system, the City of Great Falls is taking a significant step toward improving municipal services and ensuring a more seamless interaction between the city and its residents.
