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Ever looked at a City of Tyler utility bill and wondered what “SW Automated Res” was?
Many people did. That feedback prompted us to evaluate the structure and wording of the monthly utility bills. Over the past year, we reviewed the entire bill from top to bottom, talked with residents at our “science fair-style” community meetings, and collected suggestions from customers all across Tyler. With your help, we’ve redesigned the utility bill to be simpler, clearer, and easier to understand.
Billing Clarity: In the new year, you will see a new bill design.
While it is commonly referred to as the“water bill,”your bill includes more than just water. It encompasses all utilities, including wastewater (sewer), trash collection and recycling, as well as theCity’s stormwater system.We’veeliminatedthe jargon, simplified the design, and created a glossary outlining exactly what you’re paying for.
Changes include:
Replacing confusing terms with plain language.
For example, “SW Automated Res” will now simply say Trash Service.
Each service: water, wastewater, stormwater, and trash has its own section, so you can easily see what you’re paying for.
A new Other Fees and Services section will show things like late fees or bulky trash pickups.
There’s now a QR code at the top of the bill so you can pay quickly with your smartphone.
And on the back, you’ll find a short glossary that explains the most common charges.
For landlords and property managers, the redesigned bill will clearly list each property, along with a breakdown of the subtotals for each address.
Click the image below to see an example of what the redesigned utility bill will look like when it launches in the new year.
Payments Made Easy:Launching in 2026, we are giving you more flexibility in how you pay for your utilities.
New features will include text-to-pay and tap-to-pay options, as well as support for digital wallets like Apple Pay and Google Pay, and more.
While autopay will continue to be a convenient choice, please note that all customers currently enrolled in autopay will need to create a new profile to re-link their payment options.
Customer Portal:In Spring 2026, pending approval from the Tyler City Council, you will have access to a fresh set of tools through a new customer portal. You canmonitor your usage, determine if you have a potential leak, andchat online with a customer service representative.
Our goal is simple: 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? Ask us below!
Ever looked at a City of Tyler utility bill and wondered what “SW Automated Res” was?
Many people did. That feedback prompted us to evaluate the structure and wording of the monthly utility bills. Over the past year, we reviewed the entire bill from top to bottom, talked with residents at our “science fair-style” community meetings, and collected suggestions from customers all across Tyler. With your help, we’ve redesigned the utility bill to be simpler, clearer, and easier to understand.
Billing Clarity: In the new year, you will see a new bill design.
While it is commonly referred to as the“water bill,”your bill includes more than just water. It encompasses all utilities, including wastewater (sewer), trash collection and recycling, as well as theCity’s stormwater system.We’veeliminatedthe jargon, simplified the design, and created a glossary outlining exactly what you’re paying for.
Changes include:
Replacing confusing terms with plain language.
For example, “SW Automated Res” will now simply say Trash Service.
Each service: water, wastewater, stormwater, and trash has its own section, so you can easily see what you’re paying for.
A new Other Fees and Services section will show things like late fees or bulky trash pickups.
There’s now a QR code at the top of the bill so you can pay quickly with your smartphone.
And on the back, you’ll find a short glossary that explains the most common charges.
For landlords and property managers, the redesigned bill will clearly list each property, along with a breakdown of the subtotals for each address.
Click the image below to see an example of what the redesigned utility bill will look like when it launches in the new year.
Payments Made Easy:Launching in 2026, we are giving you more flexibility in how you pay for your utilities.
New features will include text-to-pay and tap-to-pay options, as well as support for digital wallets like Apple Pay and Google Pay, and more.
While autopay will continue to be a convenient choice, please note that all customers currently enrolled in autopay will need to create a new profile to re-link their payment options.
Customer Portal:In Spring 2026, pending approval from the Tyler City Council, you will have access to a fresh set of tools through a new customer portal. You canmonitor your usage, determine if you have a potential leak, andchat online with a customer service representative.
Our goal is simple: 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.
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Do I need to go ahead and enroll in autopay to create a new profile to re-link the payment now?
Donna Meter
asked
17 days ago
Thank you for your question. We expect the transition to Invoice Cloud to occur this spring. In the meantime, you can continue your usual processes. We will notify everyone in advance and provide the anticipated date for the switch, so you can prepare accordingly.
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When will customers need to log onto the new system? on FacebookShare I listened to the podcast - thanks!
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When will customers need to log onto the new system? link
I listened to the podcast - thanks!
When will customers need to log onto the new system?
Douglas Penisten
asked
about 1 month ago
We anticipate the switch to Invoice Cloud will happen this spring. We will share updates here, as well as through our newsletter. If you're not signed up for it, you can do so up at the top of this page!
Share I pay my bill through my online banking. Do I have to make some changes on FacebookShare I pay my bill through my online banking. Do I have to make some changes on TwitterShare I pay my bill through my online banking. Do I have to make some changes on LinkedinEmail I pay my bill through my online banking. Do I have to make some changes link
I pay my bill through my online banking. Do I have to make some changes
Noella Cain
asked
about 2 months ago
Yes, you will need to update your online banking details once the transition to Invoice Cloud happens. We will notify everyone in advance and provide the expected date for the switch, allowing you to prepare accordingly. Our goal is to make this transition process as easy as possible.
If you’re not signed up for our newsletter, we encourage you to do so, as it is another way we share updates on the new tools coming soon. To sign up, go to the top of this page at the “Stay Informed” section.
Utility payments don’t go into the General Fund like property taxes. Money from the utility bill stays in a closed loop, going right back into the water, wastewater, and stormwater systems. This revenue keeps the systems working today and funds the improvements needed for tomorrow.
Timeline
January 2025
Utility Customer Experience Update has finished this stage
Call Queuing A new virtual line system provides estimated wait times and routes calls to the best available agent, improving speed and reducing bottlenecks.
Call Back Services Customers can now request a call back during peak times instead of waiting on hold, reducing wait times and creating a more convenient experience.
January - April 2025
Utility Customer Experience Update has finished this stage
Public Meetings We hosted “science fair-style” community meetings in each district for customers to learn more about TWU, utility billing, improvement projects, to voice questions or concerns, and to provide feedback on these topics.
July 2025
Utility Customer Experience Update has finished this stage
Store Cash Payment Options Customers can now pay utility bills at neighborhood retailers like Walmart, CVS, Walgreens, and Dollar General. Payments are processed as quickly as the next business day, helping customers avoid late fees and service interruptions.
Scan-to-Pay Introduced A new barcode-based option lets customers generate a code online and pay their bill in cash at participating stores. This provides more flexibility and convenient locations outside the Water Business Office.
Utility Customer Experience Update has finished this stage
First Phase of Environmental Compliance Fee Increase The Environmental Compliance Fee increased by $3.24 on Oct. 1 as the first step in a two-phase adjustment.
This initial increase supports federally required wastewater system improvements under the 2017 EPA Consent Decree. These projects, totaling $287 million, are necessary to keep Tyler’s wastewater system safe, reliable, and in compliance with federal standards.
Water Business Office Interior Updates The Water Business Office at 511 W. Locust St. has been refreshed to make visits easier for customers. The lobby now features clearer signage, improved communication devices at the service counters, and a reorganized seating area with a coffee station, all designed to create a smoother check-in and service experience. These adjustments focus on making interactions more comfortable and efficient without major renovations or added costs.
January 2026
Utility Customer Experience Update is currently at this stage
New Utility Bill Design Your monthly bill is getting a cleaner, clearer look.
Second Phase of Environmental Compliance Fee Increase The Environmental Compliance Fee will increase by an additional $3.23, bringing the total change since Oct. 1 to $6.47.
Early 2026
this is an upcoming stage for Utility Customer Experience Update
New Payment Provider and Easier Ways to Pay A new payment processing system is planned to make paying your bill faster with more flexibility.
Spring 2026
this is an upcoming stage for Utility Customer Experience Update
New Customer Portal Pending City Council approval, a new online customer portal is planned to launch, featuring tools to help track usage, identify potential leaks, and more.
Summer 2026
this is an upcoming stage for Utility Customer Experience Update
Stormwater Fee Evaluation We are assessing the current stormwater fee approach to determine whether updates may be appropriate.
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