Frequently Asked Questions

Our previous system had no reporting capabilities, making data retrieval nearly impossible. It couldn't send service orders electronically to our meter service technicians, so we used paper, manually divided tasks between the service techs, and arranged them by location as best we could.  The legacy system also lacked accurate data needed for our Geographic Information System – GIS, which plays a vital role in managing our critical infrastructure.

The new system offers a robust electronic service order system and routes the service orders to be most efficient geographically. With over 500 miles of water main, more than 32,000 water meters, 13 pump stations, 18 storage reservoirs, over 4,700 fire hydrants, and soon-to-be two water treatment plants, we rely on accurate data to make smart decisions about maintaining and improving our system. This new billing system will ensure we can manage these resources efficiently and provide reliable service for Billings. 

The primary reason for the long delays in issuing bills is the data in the software system we converted from. We have always had issues with that software when trying to get data out of the system. While every effort was made to transfer as much accurate information as possible and test it thoroughly, there was still a large amount of missing data and corrections needed before issuing bills. The billing system “bugs” have been addressed, and while we expect more might come up, the bills should be back on schedule after mid-November. We do not anticipate any future bills covering longer than a 30-day period. 

The upgrade was initially planned for February but had to be delayed twice due to issues with the old system. The conversion took place in May, and the first bills on the new system went out in June. The delay didn't occur until after we got through the first cycle. If the problems had appeared before the first bills went out, we would have waited until the fall to transition. 

Our team is working closely with the vendor to ensure all bills are accurate, which is why the process has taken longer than expected. While we’re committed to getting this right, we understand the frustration this has caused and truly appreciate your patience! We agree that the timing of the system conversion wasn't ideal, and we sincerely apologize for the inconvenience.

If you enrolled in paperless billing before the conversion, your enrollment should have carried over, and you’ll be able to view your statements online. If you receive statements in the mail and want to enroll in paperless, sign in to your account online and update your bill delivery preference under your profile. 

For customers enrolled in automatic bill payment, the total amount due will be deducted on the due date listed on the bill. 

Use the online account portal to make adjustments by selecting 'payments,' then 'payment methods.' If you encounter any issues, message us on Facebook, call us at (406)657-8315 (option 3) , or email utilities@billingsmt.gov . Be sure to provide your service address and autopay cancellation request, and our customer service team can turn off autopay.

If you have any questions about your bill, please do not hesitate to reach us at 1(406)657-8315, option 3, or by email at utilities@billingsmt.gov