FAQs • Ogden, UT • CivicEngage

Will I have a new account number?: Yes, your account number will change, and you will also be assigned a unique Customer ID. This information will become available after the transition is complete on May 23, 2022. We will email this information to you if have an email address on your account. You may also email us at utilites@ogdencity.com with your name and service location or call us at 801-629-8321.

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Utility Billing

1. Why is the billing system changing?: Over the past 5 years, Ogden City has been transitioning to city-wide integrated software system. As part of this strategic change, the billing system will be replaced with a more robust system appropriate for a city of our size. It will also allow us to automate many manual processes, reduce paper, and become more efficient with our limited resources.

2. When will the change occur?: The transition is expected to occur between May 18 and May 23, 2022. During that time, the new utility billing system will be transitioned from the current system to a new system. On Monday May 23 our office will be closed to allow staff to complete the data conversion and change to the new system.

3. Will I be able to pay my bill during the change?: Yes, you will be able to pay in-person at the utility office or over the phone during regular business hours. However, some of our other payment methods (online and automated phone pay) will be temporarily unavailable while we transition between systems. If you are paying by mailed check or bank draft, there will be no changes and your payments will continue without interruption. Additionally, our staff will be taking phone payments and manually processing credit cards until the automated phone pay system is re-enabled.

4. Do I need to do anything to ensure my bank draft payments continue?: No. If you are currently having payments auto drafted from your bank account, you do not need to change anything. These payments will continue their same regular schedule after the transition to the new billing system. If your automatic payment is scheduled to occur between May 18 and May 23, there might be a slight delay (1-3 business days) in the deduction from your bank account.

5. Will there be any changes to my utility rates?: No changes to utility rates are being implemented as part of the transition to the new billing system.

6. Will I have a new account number?: Yes, your account number will change, and you will also be assigned a unique Customer ID. This information will become available after the transition is complete on May 23, 2022. We will email this information to you if have an email address on your account. You may also email us at utilites@ogdencity.com with your name and service location or call us at 801-629-8321.

7. Will I get a new bill?: After the transition, you will be billed on the same cycle and bill dates that you are currently scheduled. The bill will have a different layout but will provide the same information that exists on the current bill.

8. How will I pay my pre-existing bill online after the change?: After May 22 you will need to know your Account Number and new Customer ID to make an online payment. We will attempt to email you this information if we have an email address on file for your account. You may also email us at utilities@ogdencity.com with your name and service location or call us at 801-629-8321 to obtain this information.

9. Do I need to create an account to pay a bill online?: No, you will not need to create a web user account to pay your bill online. However, you will need to use your new unique Account Number and Customer ID to access bills, view consumption history, and make one-time credit card payments.

10. What are some of the benefits of paying a bill online?: Paying online with a credit/debit card gives you the flexibility to pay how and when you want. It saves you the trouble from writing and mailing a check or driving to our office.