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.
