March 15, 2020 - City Utilities is at the forefront of public health by providing safe and clean drinking water to our customers. Partnering with our colleagues in the public safety departments and the Board of Health, we remain committed to maintaining the highest standards of protecting public health and safety during the pandemic situation caused by the COVID- 19 virus. Accordingly, following the advice of CDC and local health advisories, we are instituting social distancing as one of our additional steps in promoting and protecting the health of our customers and service representatives. Beginning Monday, March 16, 2020, the City Utilities’ customer support center will stop accepting walk-in visits.
Fortunately, due to service upgrades made by City Utilities in recent years, these safeguards will ensure customer access to the services they need even in these difficult times
“City Utilities is continually committed to better customer service,” said Kumar Menon, Director of City Utilities. “To that end, we have made numerous improvements over the last few years that make it easier for customers to do business with us. This week, those investments are helping us meet the challenges of a National Emergency and offering an additional layer of health protection for citizens and our employees.”
Pay utility bill with ease
New this year, City Utilities debuts a second payment center kiosk, located on the outside of the building on the parking lot side of Citizens Square, 200 East Berry Street. Customers will notice the signage over the kiosk as they drive into the parking lot. The machine is available 24 hours a day, seven days a week.
Inside Citizens Square is another payment kiosk available during regular City business hours, Monday through Friday. Both kiosks allow customers to pay their bills using cash, check, or debit/credit card and eliminate face-to-face interaction in the customer service area. Payments at both kiosks will post immediately.
Additionally, customers can pay by checking account or debit/credit card online 24/7 by visiting cityoffortwayne.org/utilities and clicking on the "Pay My Bill" tab on the right side of the webpage.
By phone, residents can pay by calling 260-427-1234 and using the automated prompts to pay, using a credit or debit card.
Communicating with customer representatives
“Our customer improvements are more than new payment and service options. We’ve also increased training for our valued staff. The broader knowledge base our customer support representatives now possess allows them to answer nearly all customer questions over the phone,” said Matt Land, Deputy Director of Policy and Planning.
City Utilities' customer service representatives can handle all questions, including payment arrangements, by phone. The team can answer questions in English, Spanish and Burmese. Customers can call 260-427-1234 for service, Monday through Friday from 7:30 a.m until 5:30 p.m.
“Abundant, safe water is a vital tool in our efforts to fight the coronavirus,” added Menon. “Diligent hand washing is one of the best ways to stop the spread of this disease. You can rely on City Utilities to provide the water. But it’s up to each of us to wash our hands often and thoroughly.