AGENDA TITLE:
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Receive Update on Lodi Connect (FIN)
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MEETING DATE:
June 20, 2024
PREPARED BY:
Andrew Keys, Assistant City Manager
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RECOMMENDED ACTION:
Receive update on Lodi Connect Utility Billing System.
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BACKGROUND INFORMATION:
The City of Lodi launched a new online payment and customer service portal, Lodi Connect, on February 1, 2024. The portal is supported by the Smart Energy Water ("SEW") digital customer experience platform. Lodi Connect provides customers the ability to pay their utility account using modern payment methods not available through the City's previous system. Utility deposits and reconnection fee payments can be processed through Lodi Connect. Pay by text services are also available. Customers can set up auto payment and e-billing services, as well as customize notification preferences. In future phases, customers will have the ability to start and stop accounts, update information on their utility account, see historical usage data hourly or by other increment, and integrate smart device services all in one location. Non-utility customers can also purchase parking permits and pay other general invoices through Lodi Connect.
Even though a large number of customers transitioned successfully to the new portal, many customers experienced difficulties. The City worked with SEW to resolve technical issues that were no fault of customers and increased outreach to ensure customer awareness about the need to enroll on the new portal to continue automatic payments. Staff will provide an update on the primary issues and progress to date, including the most recent data on customer account transitions.
STRATEGIC VISION:
3A. Fiscal Health: Promote City's transparency & fiscal fluency.
FISCAL IMPACT:
Not applicable.
FUNDING AVAILABLE:
Not applicable.
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Andrew Keys
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