HomeMy WebLinkAboutMemo - Mail Packet - 2/7/2017 - Memorandum From Lisa Rosintoski Re: Elimination Of Easy Pay Bill Payment OptionUtilities
electric · stormwater · wastewater · water
222 Laporte Ave
PO Box 580
Fort Collins, CO 80522
970.212.2900
V/TDD: 711
utilities@fcgov.com
fcgov.com/utilities
M E M O R A N D U M
DATE: February 1, 2017
TO: Mayor Troxell and Councilmembers
FROM: Lisa Rosintoski, Customer Connections Manager
THROUGH: Darin Atteberry, City Manager
Kevin R. Gertig, Utilities Executive Director
RE: Elimination of “Easy Pay” Bill Payment Option
Bottom Line:
Between February and December 2017, Fort Collins Utilities will eliminate the Easy Pay
program, which began prior to 2000, for the following reasons:
More convenient and secure payment options (online and phone) have been introduced in
recent years.
These updated payment options encourage customers to receive paperless bills, reduce
printing and postage costs, provide bill pay convenience and minimize human error.
Easy Pay requires significant manual processing by staff to maintain data on hundreds of
banks and accounts for thousands of customers.
Utilities’ online payment option links to ‘Monitor My Use’ to support customers’
awareness on tracking their usage as well as paying their utility bill through our web
portal.
Extensive communications and options will be managed for customers’ transition.
Summary:
The Easy Pay program was initiated as a payment option, before other electronic utility bill
payment options were available and the before the completion of the Automated Metering
Infrastructure system. Originally, Easy Pay customers were required to have an account with the
City’s financial institution (First National Bank) in order to participate. Today, Utilities manages
payments from customers who bank with more than 800 financial institutions, which were not
anticipated with the original program. This requires approximately 23 hours per month of staff
time to manage, for a total of over 343 annual hours of staff time and costs.
DocuSign Envelope ID: 74D3C850-8CD2-4A5D-9B43-7F2E3577BEFB
2/1/2017
2/1/2017
2/1/2017
Approximately 6,000 customers remain on Easy Pay, though participation has decreased
naturally over the years as electronic options have expanded to include 24/7 automated phone
payments or online payments (via Utilities e-Bill or through the customers’ banks). Payments via
the mail, drop-box and in-person remain available.
Staff plans extensive communications to educate Utilities customers on alternative payment
methods with more flexibility, security and control of their funds. The communications will
encourage customers to pursue online bill pay through Utilities’ account management link, or via
their own banks, which will also decrease costs associated with mailing.
If you need further clarification, please contact Lisa Rosintoski at lrosintoski@fcgov.com or call
970-416-2432.
DocuSign Envelope ID: 74D3C850-8CD2-4A5D-9B43-7F2E3577BEFB
Utilities
electric stormwater wastewater water
222 Laporte Ave.
PO Box 580
Fort Collins, CO 80522-0580
970.212.2900
V/TDD: 711
utilities@fcgov.com
fcgov.com/utilities
February 1, 2017
RE: Important Notice about Your Utility Bill Payment
Dear Easy Pay Customer:
In a letter inserted with recent utility bills, customers enrolled in Fort Collins Utilities’ Easy Pay program were
notified that this payment option, which utilizes electronic bank drafts, is being eliminated. Customers were
asked to find an alternate utility bill payment method by February 2017. Based on feedback, and to ensure a more
optimal and timely transition, this letter provides additional details and updates.
For customers who have already made the transition, thank you. Please be sure to read the “IMPORTANT”
note below.
For those who have not yet made the change, we have extended the deadline to transition off the program and
select an alternate payment option. Also based on customer feedback, we will not automatically end customers’
Easy Pay payments, as was indicated in the first letter. Please see the following payment options and
“IMPORTANT” note below for more information.
Utility bill payment options:
Manage your utility bills electronically through e-Bill, our easy-to-use, online payment system. This
option provides a higher level of security and the same level of convenience as Easy Pay.
o To sign up, go to fcgov.com/utilities and click on Account Login. Additional instructions to create
an account and set up recurring payments are included with this letter.
Pay by phone at 970-212-2900 through our 24/7 automated system or via a customer service
representative during business hours.
Mail your payment in the envelope enclosed with your bill, or pay in person.
Contact your bank or financial institution to see if they offer an automatic bill pay service.
IMPORTANT NOTE:
When you have selected your new payment method, please call us at 970-212-2900 or email
Utilities_CSD@fcgov.com to ensure we cancel your Easy Pay payments. Be sure to include your name,
account number and the date you wish to end your Easy Pay payments.
Thank you for your understanding during this transition. Please contact us if you have questions or need further
assistance.
Esta información puede ser traducida, sin costo para usted, 970-212-2900.
Sincerely,
Lori Clements
Customer Care and Technology Manager
DocuSign Envelope ID: 74D3C850-8CD2-4A5D-9B43-7F2E3577BEFB