Utility Customer Experience Update

Across the City, small yet meaningful changes are reshaping how customers interact with the Water Business Office. Now, the story continues with a new payment provider that gives people more ways to manage their accounts.

The new system will replace Paymentus and is expected to go live on June 24.

Customers who currently use autopay will need to re-enroll once the new system is live. For security reasons, payment information cannot be transferred from the current system.

We will continue covering transaction fees for digital payments, so you can take advantage of these features without paying additional fees. The new system is also being implemented without requiring additional City funding.

New features include:

• Email and text reminders with quick-pay links, allowing customers to pay in seconds with saved preferences.
• Pay by phone in under a minute, with the system recognizing callers and guiding them through saved payment methods.
• Tap-to-pay and digital wallet support, including Apple Pay and Google Pay.
• Business profiles, allowing business customers who own or manage multiple properties to select which ones they’d like to pay for in a single transaction.
• Online payments for new meters and front taps, without visiting the Water Business Office in person.
• Simplified account lookup, allowing staff to identify accounts by phone number and assist customers more efficiently.

Other Updates: We’ve been working over the past year to make it easier to manage your City of Tyler utility account. Based on customer feedback across Tyler, we’ve improved how your bill looks, expanded payment locations to neighborhood retailers, and updated our phone system with call queuing. A callback service was also introduced, allowing customers to reclaim their time rather than waiting on hold.

We also continued refining the redesigned utility bill based on customer feedback. In summer 2026, we are bringing back the account activity section, providing a quick snapshot of previous balances, payments, credits, and other recent account activity.

We also revamped the lobby, adding clearer signage and improving two-way communication devices at service counters.

What’s Coming Next: Pending approval from the Tyler City Council, you will have access to a fresh set of tools through a new customer portal. You will be able to monitor your usage, determine if you have a potential leak, and chat online with a customer service representative.

Our goal is to give you the tools and information you need, in a format that makes sense, and with customer service that’s easy to reach whenever you need us.

Have a question? Visit the FAQ section or ask us below!