Pasadena Water and Power Launches New Customer Information System

In early April, Pasadena Water and Power (PWP) completed major achievements in the project to replace its aging customer billing system with a new, customer information system (CIS) that will increase PWP’s system performance and improve the customer experience.

Customers will soon see a redesigned bill and a new customer portal that will offer more robust self-service options. The system will now allow customers to register for services online, enroll in paperless billing, view past usage data and receive notifications when e-statements are available. Customers will also be able to link multiple accounts for ease of account management. As part of the CIS, customers will be assigned new account numbers. Customers who linked their current account number to their financial institution’s online banking system will have a six-month grace period to update their information.

“We are always looking for ways to improve the customer experience,” said Jeffrey Kightlinger, PWP’s interim general manager. “While we encourage online payments and use of our new auto-pay features, traditional payment options like pay by mail, telephone, or in person at City Hall will still be available. We strive to provide excellent customer service to all customers. 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.”

Internally, the CIS will create new systems for every customer touchpoint, including account management, billing, credit and collections, asset operations, and field operations. The CIS will bring integrated billing and payment processes; support future initiatives, such as smart grid technology and time-based dynamic rate structures; and much more. With these new systems in place, PWP will provide an enhanced customer experience with user-friendly tools and updated technology. Additionally, over time, the CIS will allow PWP to develop conservation-oriented water rate design, transition from bi-monthly to monthly bills, and provide more data to customers.

For more information about the new CIS, visit PWPweb.com or call (626) 744-4005.