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It is only affecting one cycle, which is about half of the City. The City bills in two cycles, Cycle 1 in even months and Cycle 2 in odd months. Cycle 2 has printed fine. Cycle 1 has encountered problems in both October and now in December.
In August, the City implemented a new utility billing system, MUNIS. MUNIS was extensively tested and the calculations of the bills and the data converted from the old system are operating well. MUNIS uses a separate printing application, ReadyForms, which takes the data calculated by MUNIS, puts it into the bill format, and prints it.
Customers will receive a bill as soon as they can be printed and mailed. The due date will remain December 28 on the bill, because the bills have already been calculated by the system. The bills will not actually be due until a later date, which we will set once we know when the bills will be mailed. In the meantime, the City is not doing cut-offs or penalties due to COVID-19, so no customer should be adversely affected, other than paying later than normal.
Yes. If you call the utility billing office at 804-520-9288, we can give you the amount of your bill. Payment options include online by card (no fee), mail, drop box at City Hall, or in-person, although we strongly recommend the first three to protect both our customers and our staff in light of the pandemic. Understand that phone traffic is high and we only have 1-2 people in the utility billing office to answer calls, so we appreciate your patience.
The problem in October occurred at the same part of the process, but these issues were fixed. There is something else causing the problem this time.
The City’s Financial Systems Analyst has been working with the MUNIS Support Team since we reported the problem on November 23 as a Critical case. Unfortunately, this is an issue in the communication between the two applications, and although both are owned by the same company, there are two different support teams that have to work on the issue. It makes for a much more complicated resolution.