TO: Mayor and Commission AGENDA DATE: 1/20/2026
FROM: City Manager AGENDA ITEM: 7 - F
SUBJECT:
Title
Request for approval of Resolution No. 2026-08 Ratification of waiver of late fees and water shutoff due to the Utility Billing Online Payment Portal Outage.
Body
LOCATION:
N/A
COST:
Estimated cost of waiver is estimated at $22,500
SOURCE OF FUNDS:
Water and Sewer Fund
ORIGINATING DEPARTMENT:
Finance Department
POTENTIAL MOTION:
Recommendation
“I move to approve Resolution No. 2026-08.”
END
BACKGROUND:
Background
The City’s Online Payment Portal suffered an Outage from Monday, December 29, 2025, through Wednesday, January 7 due to a required software patch to our ERP system that caused a conflict and rendered the application unusable; thereby affecting all aspects of the application including the online payment portal.
As a result of our customers’ inability to make payments through the online payment portal and for 1,500 customers that were on autopay, the City Manager authorized the waiver of late fees and shut offs from Friday, December 26 through Friday, January 9 to give our customers additional time to pay any outstanding amounts in person or via our automated phone system. To be fair to all residents and provide the same fee waiver, staff is requesting that we extend the waiver of late fees to the 5,600 average delinquent accounts through Friday, January 23.
End