City of College Station Blog

Grace Hallowell:

What’s up College Station? I’m Grace Hallowell and today I’m joined with Jennifer Smith, our Utilities Services Manager. Hi Jennifer.

Jennifer Smith:

Hello.

Grace Hallowell:

And we have some exciting changes coming to Utility customer services that’ll make things a little bit easier for CSU customers, correct?

Jennifer Smith:

Correct.

Grace Hallowell:

So, one thing that’s changing is the customer portal.

Jennifer Smith:

Yes. So the customer portal will be different. Customers will need to create a new login for the first time when they visit the site. One of the great things about moving to a new customer portal and a new billing system is the utility account number will shorten in length. So, today it’s a 12 digit number, it’s going to go to 10 digits. One of the other beauties of that is the customer can keep the same account number, even if they move from one address to another in College Station, or if they have more than one address in College Station where they’re paying bills, they can use one account number for all of the addresses.

Grace Hallowell:

Yes, that’s especially helpful for property owners that have houses that they rent out to the college kids. So, it’ll make things a lot easier. So, what are some other features that the portal has to offer?

Jennifer Smith:

The portal will have some of the same features as far as the usage, the ability to save your payment in a wallet. If you’re on Autopay, that stays the same. There’s a lot of things that will stay the same. The difference is you will have the ability to schedule your move in and your move outs through your login, the customer portal login. You’ll also be able to share your customer portal information without having to share your password. It gives someone else the ability to look at your bills, help manage your account maybe, but not have full access.

Grace Hallowell:

So, if you’re a college student and you want your parents to be able to see what your utilities are, that would be very helpful.

Jennifer Smith:

They could have their own login to access it, but they only have certain rights to see certain information.

Grace Hallowell:

Right. And then some changes on you all’s end that won’t necessarily affect our residents. The billing software is changing a little bit as well.

Jennifer Smith:

It is, yes. We’ve been on the same software for almost 25 years, so it’s definitely time for an upgrade. It will offer lots of efficiencies that we do not have today that do impact the customer at the end of the day, and that’s what’s causing the change in the account number. Also, the look of the utility bill will change slightly. Overall, I think it will still look very similar, but there’ll be minor changes to the look of the utility bill. One of course will be the account number will obviously look different, but also we’re going to have the ability to be a little more detailed on the presentation of the bill.

Grace Hallowell:

And I know sometimes when you’re used to seeing the same thing over and over the first time you get that bill and it looks different, some people might panic a little bit. Like I’m a person who would be like uh oh going on here? So, where can people find, or if they have questions, what does the customer need to do on their end with all of these changes?

Jennifer Smith:

Okay. If they have any questions, they can call us at (979) 764-3535 or they can send in an email at utilities@cstx.gov. In addition, we will have obviously more communication going out to the customer between now and the launch of the new customer portal, so they can keep an eye out for utility bill inserts, text messages, and emails.

Grace Hallowell:

And it’s coming soon, we don’t have an exact date yet, but just be aware that it is coming with a new year, new software, new billing system. And there is no hesitation for people to reach out and ask questions. That’s what you all are there for.

Jennifer Smith:

Absolutely.

Grace Hallowell:

I know if the residents have questions, sometimes they send them to us on social media and we forwarded them to you. So, there’s no need to be afraid to ask questions with all of these changes.

Jennifer Smith:

Exactly. And so like I said, they can give us a call, they can email us or if they’re out and about and want to stop by, they can do that as well.

Grace Hallowell:

Is there any other information you’d like to share with us today?

Jennifer Smith:

Not at the moment. I think that covers about everything.

Grace Hallowell:

All right, well thank you so much for joining me today.

Jennifer Smith:

Thank you.

Grace Hallowell:

And that’s What’s Up.

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