Prosper is switching to a new utility payment system this month, town officials said.
Residents will be unable to access the online payment portal from July 14-20 during the transition, and some residents will need to re-enter their payment information to ensure their account is drafted in August.
The new system comes from Tyler Technologies, a government technology company based in Plano whose clients include all 25 of the 25 largest cities in the United States, according to the company’s website.
What you need to know
The online payment portal will be unavailable from 5 p.m. July 14 through July 20, and in-person credit and debit card payments will be unavailable July 16, 17 and 20, according to a report by town staff about the transition.
Once the new online payment portal goes live July 21, residents will need to create a new account on the Resident Access Portal.
Pre-existing credit and debit card information, including enrollment in recurring payments, will not automatically transfer to the new system.
Residents will need to re-enter their credit or debit card information by Aug. 7 in order to have their payments automatically drafted for the Aug. 10 billing cycle, per the report.
Customers who use bank drafts to pay their utility bills will see their information transfer automatically and will not need to re-enter their payment information in the new portal, according to the town’s social media.
There could be a delay in mailing out August utility bills, according to the report. To ease the transition to the new system, there will be no late penalties or service disconnections for non-payments during the month of August.
What’s new
The new software provider, Tyler Technologies, will add additional functionality to the town’s utility billing system, including:
- New online payment portal
- Ability to accept credit, debit and e-check payments over the phone
- Email and text notifications through Tyler Notify
Customers will also be able to use the payment portal’s Tyler Smart Meter program to monitor their water usage online, per the report.
In addition to the new utility billing system, the town’s contract with Tyler Technologies also includes new software for town staff overseeing finance, payroll, human resources and court management, a town representative said in an email statement.
Breaking it down
Tyler Technologies’s software will replace the town’s previous software system from the early 2000s, which is being phased out by the vendor, according to the report.
The town’s estimated $5.75 million contract with Tyler Technologies started in fiscal year 2022-23 and lasts through FY 2031-32, according to the representative.
Town officials will pay Tyler Technologies for both the initial installation of the system and continuing use of the system in subsequent years.
The contract includes limits on annual software-as-a-service fees over the 10-year period to help limit “potential recession and inflation impacts,” the representative said:
- No service fee increases for the first five years
- Service fee increases capped at 4% for Years 6-8
- Service fee increases capped at 5% for Years 9 and 10
Stay tuned
The town’s Utility Customer Service website will be updated with a link to the new portal, an account creation tutorial and a list of frequently asked questions July 21 to help residents navigate the new system, according to the report.
Customers can contact UCS at 972-569-1180 or at [email protected] for questions or assistance throughout the transition process.
Town officials also encourage residents to reach out to UCS and update their contact information to ensure they receive alerts through the Tyler Notify platform once it goes online.
