City Utilities Customer Office closed yesterday, re-opens Monday afternoon

 

City of Fort Wayne seal

 

News release from Fort Wayne City Utilities:

City Utilities Customer Office closed yesterday
City Utilities begins Transition to New Billing System
Offices Re-open Monday Afternoon

(June 17, 2015) – At the end of the business day, 5:30 p.m. Thursday, June 18, the City Utilities Customer Relations Center will be closed to both walk-in and call-in customers. The offices will re-open on Monday, June 22, at noon.

Closing the Customer Center is necessary so that we can transfer data for our 100,000 customers to our new customer account billing system.

The current City Utilities billing system is nearly 25-years-old and uses outdated technology. As an example, the old system would not credit payments to a customer’s account, until a day or two later. The new customer account management system will allow customers 24/7 access and real time payment postings.

Customers will notice with their new bill a customer number and an account number. This will allow customers who have multiple properties, either businesses or rentals, to have one customer number and a separate account number for each property. These numbers will be used in online and phone transactions.

Those customers who are currently receiving e-bills and pay electronically either by check or credit card will notice they received a paper bill this month. They will need to go online at fortwaynecityutilities.com and re-register. We apologize for this inconvenience but we know the new system will offer many added benefits.

Again, City Utilities Customer Relations will be closed all day Friday, June 19 until Monday June 22.

Benefits of CIS Infinity

  • Reduce customer wait time
  • Post information in real-time
  • More information directly available to customer – use history, billing, and payment history
  • Increase self-service options
  • Immediate communication with field personnel
  • More options for multi-property accounts
  • Fewer steps for transactions

City Utilities by the Numbers

  • 100,000 customers
  • Over 1 million bills annually (hard copy and paperless)
  • Over 1 million payments annually
  • 20,000 move-in – move-out transactions
  • 150,000 phone calls annually

 

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