Fort Wayne & NE Indiana News

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Utilities Customer Offices To Close

At the end of the business day, 5:30 p.m. Thursday, June 18, the City Utilities Customer Relations Center will be closed to both walk-in and call-in customers. The offices will re-open on Monday, June 22, at noon.

Closing the Customer Center is necessary so that we can transfer data for our 100,000 customers to our new customer account billing system.

The current City Utilities billing system is nearly 25-years-old and uses outdated technology. As an example, the old system would not credit payments to a customer’s account, until a day or two later. The new customer account management system will allow customers 24/7 access and real time payment postings.

Customers will notice with their new bill a customer number and an account number. This will allow customers who have multiple properties, either businesses or rentals, to have one customer number and a separate account number for each property. These numbers will be used in online and phone transactions.

Those customers who are currently receiving e-bills and pay electronically either by check or credit card will notice they received a paper bill this month. They will need to go online at and re-register. We apologize for this inconvenience but we know the new system will offer many added benefits.

Again, City Utilities Customer Relations will be closed all day Friday, June 19 until Monday June 22.

Benefits of CIS Infinity
• Reduce customer wait time
• Post information in real-time
• More information directly available to customer – use history, billing, and payment history
• Increase self-service options
• Immediate communication with field personnel
• More options for multi-property accounts
• Fewer steps for transactions

City Utilities by the Numbers
100,000 customers
Over 1 million bills annually (hard copy and paperless)
Over 1 million payments annually
20,000 move-in – move-out transactions
150,000 phone calls annually