On Monday, May 18, Greater Cincinnati Water Works (GCWW) will launch a new Paper Bill and Online Customer Portal (Portal.myGCWW.org).  

GCWW is continuously working to ensure we provide our customers with excellent products and exceptional customer service, and is recognized worldwide for its high-quality solutions.  With the launch of the redesigned paper bill and online customer portal, customers will experience more reader and user-friendly environments with enhanced customer service features, including the ability to opt in for text message alerts.  Customers can enroll in the portal at any time for online payment, paperless billing, and autopayment options by visiting Portal.myGCWW.org.  For those customers wishing to still receive a paper bill, a sample of the new bill format is attached.

Transition for Customers
During the transition, payment systems will be temporarily shut down from Friday, May 15 through Sunday, May 17.  During this time, no payments will be accepted by phone or online.  All payment systems will be operational effective 7:30 a.m. on Monday, May 18.

GCWW Customer Service Representatives (CSR) are ready to handle customer questions about the upgrades. However, due to these changes and additional inquiries to the contact center, customers may experience longer-than-normal wait times if they call the (513) 591-7700 Customer Service Line.

To avoid a possible wait, GCWW recommends customers visit Portal.myGCWW.org to view the Frequently Asked Questions/Help section. Additional information, including important dates and the launch timeline, is available in the “Go-Live Schedule” posted below. 

GO-LIVE SCHEDULE - Important Dates and Timeline:

Friday, May 15 (5:30 p.m.) through Saturday, May 16	·  No phone or credit payments accepted ·  System upgrade begins
Sunday, May 17	·  All online testing complete
Monday, May 18	·  GO-LIVE! New online portal goes live New paper bills in the mail