City of Tallahassee electric customers express frustration over new utility billing system
The city’s launch of its new utility billing system ― designed to give customers an improved experience and more payment options ― hasn't been a hit with some customers.
“Does anyone else out there want to pull their hair out over the City of Tallahassee utilities (site)?” one person asked on Facebook.
“It’s a hot mess,” another customer said.
Back story:City launches new utility payment website. Here's what's different and why the change
Some customers expressed a variety of frustrations with the switch-over, from not being notified of the change to problems with auto pay and long wait times on the phone. Others, however, had smoother experiences.
“The lady I talked to with the city was super helpful,” one person said.
The city began transferring to a new utility customer billing system on Feb. 14, switching from PeopleSoft software, which was 20 years old and nearing the end of its life, to UMAX. Hailed as an upgrade, the new system, which was part of a $150,000 contract OK'd by the city commission, offers more payment options and allows customers to monitor their utility usage in near real time.
As part of the change-over, the city issued new account numbers for all customers, which they have to get online or over the phone before making a payment. The city also ditched its old app, ePlus Mobile, and moved payments to the DigiTally app.
When asked about the customer complaints, James Barnes, the city’s chief customer officer, said he couldn't respond to what he called "internet rumors." He said the city wasn’t seeing “any problems” other than customers having longer-than-normal wait times, adding that customers who call in can opt for a call back after five minutes.
“It’s been as good as possibly can be,” he said of the transition. “However, change is never easy for all of us. We’re working hard every day to minimize these inconveniences that individuals may encounter.”
He said the city has “overstaffed” and is taking customer service calls from 6 a.m. to 11 p.m. seven days a week. Anyone having difficulty is asked to call 850-891-4968 (4YOU).
The transition is expected to last several more weeks, Barnes said. He added that some customers may get their bills a week or so later than normal.
Contact Jeff Burlew at jburlew@tallahassee.com and follow @JeffBurlew on Twitter.
This article originally appeared on Tallahassee Democrat: Tallahassee utility customers complain about new electronic billing system
