New Customer Care & Billing System - Go Live August 1, 2016

Features include a new online Customer Care Portal, shorter account numbers, and redesigned bills

CINCINNATI – On Monday, Aug. 1, Greater Cincinnati Water Works (GCWW) launched a new Customer Care & Billing (CC&B) System and online Customer Care Portal, which will make it easier and quicker for customers to manage their accounts and pay bills online.

The previous GCWW customer billing system was implemented in 1997. Although the system has been periodically updated over time, it is in need of replacement to ensure the continuance of the highest quality of service. GCWW recognizes that customers today want more choices and need enhanced account management features. The new CC&B System and Customer Care Portal will meet those needs and continue to serve customers well into the future.

“GCWW works hard to provide customers with an excellent product and outstanding services,” said Cathy Bailey, Director of GCWW. “Our water is recognized world-wide for its high-quality, and we want our account management and billing system to be just as superior.”

CC&B Features

As a result of the CC&B implementation, managing accounts and paying bills online will be quicker and easier. Features include a new online Customer Care Portal; mobile device compatibility; redesigned, easier-to-read bills; and expanded payment and paperless billing options. Additionally, customers will receive a new shorter account number.  Gary Wiest, Superintendent of GCWW’s Commercial Division, explained that the transition to the new billing system required that new account numbers be issued to all customers.

“We have been working hard to inform our customers about the new numbers, new bills, and new system, and to be aware that if they are contacted about this, it is a legitimate change and not fraudulent activity," Wiest said.

New account numbers will begin appearing on customer bills after Aug. 1, and will be available to customers on myGCWW.org by clicking on “Find My New Account Number”. 

GCWW encourages customers to visit myGCWW.org, where they can click on the “Enroll” button to get started, view frequently asked questions, and watch a short instructional video.  Major features available on myGCWW.org will allow a customer to:

• Find their new account number;
• View a sample of the new bill design;
• Choose how to receive and pay their bill;
• Use enhanced account management features;
• Choose from auto-pay options;
• View and save their bill;
• Find answers and tutorials and much more. 

Customers can also speak directly with a GCWW Customer Service Representative by calling 513-591-7700.   Although additional staff will be available to take calls during periods of high call volume, customers may experience longer-than-normal wait times given the scope of new updates.

Important Transition Dates for Customers

During the transition to the new CC&B system customers will experience several temporary changes to payment options:
 

Thursday, July 28	LAST DAY for payments by credit card
Friday, July 29 & Monday, Aug. 1	Customer Service Reps will be available at 591-7700 No phone payments accepted No credit payments accepted in the lobby or online In-lobby payments limited to cash & checks only
Monday, Aug. 1, noon	GO-LIVE
Tuesday, Aug. 2	Customer Service Reps will be available with all payment options accepted. Customers who attempt to pay their bill online through the existing Electronic Customer Account Management (ECAM) system will be automatically redirected to the new Customer Care Portal