City to get new utility billing service

By Randy Bell

The City of Clinton is hoping a new utility billing service will save money, be more efficient and eliminate the problem of double-billing.  The Board of Aldermen at its April 15 meeting approved terminating a software contract with the current vendor and hiring a new service.

Public Works Director Phillip Lilley says he made a recommendation not to renew the contract after an unsatisfactory three-year relationship with Tyler Technologies, Inc.  He calls the company “not very customer-friendly.”

Lilley notes that some customers were billed twice for the same water and sewer service, and it was difficult for them to get a refund.

“That was a big fight that we had,” he says. “Tyler Tech was not very accommodating at all.”

Lilley says he wishes the City could have made the switch sooner.

“The reason we waited so long is because, for us to end the contract early, [we] would have had to pay the remainder [of the contract amount] all at once.  And I wasn’t doing that.”

The new billing service, Muni-Link, is based in Pennsylvania.

“The main thing is, it’s cheap,” Lilley says.  “Once we get done with the implementation process and fees, I think we’re about $7,000 cheaper [annually].”

He says he’s also excited about the online work order system Muni-Link offers.   And the City will have the ability to notify customers via phone, text or email about utility projects, past-due notices or shutoffs.

Lilley says about 10,150 customers receive bills each month, with about 4,000 choosing the electronic billing option.  Muni-Link promises additional savings as more customers sign up for e-bills.

The contract with Tyler Technologies expires July 25.  The City has requested a month-to-month agreement with the company as Public Works staff trains on the new software and transitions over to Muni-Link.

“I have high hopes that we go live [with Muni-Link] by December,” Lilley says.