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31,000 Locals Sign Up for Pasadena Water and Power’s New Customer Information System Portal

Published on Tuesday, August 9, 2022 | 5:51 am

Pasadena Water and Power has rolled out a new Customer Information System, which replaces the utility’s aging customer billing system and features a customer portal allowing customers to directly access online services and account information. 

The new system allows customers to register for services online, enroll in paperless billing, view past usage data and receive notifications when e-statements are available, PWP said. Customers will also be able to link multiple accounts for ease of account management. 

The new system was tested through a 90-day stabilization period that ended the first week of July. PWP said the system’s transition from stabilization to steady state is now complete. 

In a preliminary report for the Municipal Services Committee, which meets on Tuesday at 4 p.m., PWP Interim General Manager Jeffrey Kightlinger said over 31,000 customer have signed up for the new portal, an adoption rate of about 36 percent, and more than 19,000, or 23 percent, have signed up for the AutoPay feature. 

Over 9,000 customers have also signed up to receive their power and water bills in electronic form, the report showed. 

Kightlinger said personnel from other City departments, including Public Works, Finance, Information Technology, and contractors such as Accelerated Innovations, lnfoSend, Red Clay Consulting, and TMG Utility Advisory Services Inc., assisted PWP in implementing the new system. 

In April, when the new system was installed, Kightlinger said they were encouraging customers to pay online and use the system’s new AutoPay features, but traditional payment options, such as paying by mail, by telephone, or in person at City Hall, will still be available. 

“We strive to provide excellent customer service to all customers,” he said. “While we hope many customers will take advantage of our improved online services, we are always happy to assist customers however they are most comfortable.” 

With the new CIS in place, PWP will now start a new phase in the utility’s modernization program – the Advanced Metering Infrastructure (AMI) project – which will involve installing advanced electric and water meters that could transmit usage data using a wireless network to both customers accessing the PWP web portal and City staff who will now be able to see more detailed reports about electric and water usage in the City. 

The City has spent almost $22 million for the CIS project as of the middle of June. For the AMI project, expenditures of anywhere from $45 million to $65 million are expected, PWP said. 

Members of the public can access Tuesday’s Municipal Services Committee meeting through and

Public comments may be submitted through the webpage

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