Gilbert’s transition to a new utility billing portal, intended to modernize and streamline the customer experience, has drawn frustration from residents struggling to access their accounts and set up payments.
The town rolled out the new system in July, replacing its aging Tyler Eden platform, which officials said was no longer receiving updates and posed growing cybersecurity and operational risks.
The new portal is designed to be more secure, provide better performance, and offer a more user-friendly interface. However, the changeover has not gone smoothly for everyone.
Many customers tried to sign up before receiving their July bills, possibly unaware that the new system required a customer’s updated account number — information that only came with the first billing cycle under the new system.
That .created confusion and forced residents to call the town for assistance retrieving their account numbers. As a result, Gilbert had to expand customer service capacity by adding phone lines to meet the increased call volume, officials said.
Town officials had advised residents to wait until they received their July bills before attempting to register.
“Customers do not need to take any action until they receive their July bill, which includes their new customer account number,” the town stated in its public communications. “That new number is required to sign up for the portal.”
To help residents who ran into issues, Gilbert hosted in-person technology support sessions at the Gilbert Community Center from July 14 to 24. Staff assisted residents with account setup and recovery.
Town spokesperson Joanna Guzman acknowledged the bumps in the road and emphasized the long-term benefits of the new system.
“With our new utility billing system in place, we’re doing more than just introducing a new software, we’re improving how we serve our residents,” Guzman said by email. “The new portal is designed to be more user-friendly, offer flexible payment choices and deliver a smooth experience for all utility-related needs. Gilbert is dedicated to finding smarter, more effective ways to provide services, and this upgrade is a move in that direction.
Guzman said the town appreciates customers’ patience during the transition.
“We know change is never easy,” she said. “We’re confident the new system will deliver a significantly enhanced and more convenient customer experience for everyone.”
To ease the transition, Gilbert has temporarily suspended late fees and disconnections for nonpayment. The town also transferred any outstanding balances from June into the new portal and extended payment deadlines so customers would have time to register.
Once registered, residents are encouraged to sign up for autopay using a checking or savings account to avoid a $3.25 convenience fee that now applies to all credit and debit card payments, whether online or in person.
Those who continue paying with cash or check in person are not required to take any action and also avoid the fees.
Residents can find more information and access a step-by-step tutorial on setting up their new accounts at gilbertaz.gov/utilitieshub. Those signed up for paperless billing should check their spam folders for emails from no-reply@invoicecloud.net if they have not received a bill.
We would like to invite our readers to submit their civil comments, pro or con, on this issue. Email AZOpinions@iniusa.org. Tom Blodgett can be reached by email at tblodgett@iniusa.org or follow him @sp_blodgett on X.
Meet Tom Tom Blodgett joined Independent Newsmedia, Inc., USA, in 2022, when the company acquired Community Impact Newspaper's Phoenix-area properties. Raised in Arizona, he has spent more than 35 years in journalism in the state.
Community: He has served as an instructional professional in the Walter Cronkite School of Journalism and Mass Communication since 2005, and is editorial adviser to The State Press, the university's independent student media outlet. He also is director of operations for an 18U girls fastpitch softball team from Gilbert.
Education: Arizona State University with a BS in Journalism.
Random Fact: He lived in Belgium during his freshman year of high school.
Hobbies: Tweeting enthusiastically about ASU softball (season-ticket holder) and grumpily about other local sports (pessimistic fan).
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