City of Logan officials are trying to clear up confusion about recent changes to the utility billing system as hundreds of phone calls flood in.

Logan’s utility billing office installed a new billing software on Dec. 16, 2019. This is one of the first stages of a citywide software update. Since the installation, people all across the city have been struggling to figure out how to navigate the new system.

“We changed to this new system to add stability because the old one used to crash all the time,” said Tyson Griffin, the city treasurer. “This process has been difficult and frustrating for some customers, and I am grateful for customers being patient with us.”

Griffin said notices about the change went out to the community on the bottom of the bills each month starting in November and it was on the city’s calendar. Emails were later sent out with more concrete instructions along with the new account numbers.

However, there have been many complaints from citizens saying they did not receive those new account numbers and subsequently cannot register into the new bill-pay system.

At the Logan Municipal Council meeting on Tuesday evening, Council Member Tom Jensen said he had a hard time figuring it out himself and has been fielding questions from other concerned citizens.

According to Griffin, customers can call the office or email to receive their new numbers. Many people have not been able to get through on the phone to someone in customer service, and Griffin said he recognizes this as a problem.

“We have approximately 22,000 utility customers, and sadly we do not have that many customer service reps to answer all calls at the same time,” Griffin said.

Rich Anderson, the finance director for Logan, said at Tuesday’s council meeting that there really was no efficient way to make the transition happen but that he hopes they are through the worst of the growing pains.

This has mainly been problematic for customers who have not received their new account numbers or those who pay through the city’s online billing site. Anderson said customers who pay through their bank account or pay in person are generally adjusting to the switch easier.

According to Griffin, if customers have received their bills this month from the new system, the new account numbers will be at the top of the bill.

Griffin said once customers have located their new account numbers, the next step is to log in as a new account in the city’s new billing site, and that is where people are able to review and pay bills.

“This conversion to a better software will help us better serve the citizens of the community from here on out,” Griffin said.

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