Your Customer Self Service Portal Coming Soon

Coming in February 2018, Buckeye’s Water Resources Department will be making the final transition to the new and improved billing and customer management system.

What You Need to Know

  • All customers will receive a paper bill in the mail with this new system
  • You will get a NEW ACCOUNT and CUSTOMER ID NUMBER
    • If you pay the city through your bank or any other third party, remember to update your account information with your new account number
  • Once you receive your first bill, you will have access to our new Customer Self Service (CSS) portal
    • To log into the CSS , it will require your new account number and customer ID number, which is printed on your bill

We are also happy to work with you one-on-one to answer your questions and to assist you during this transition. Please contact us at 623-349-6100 Mon. – Thurs. 7 a.m. to 6 p.m. or email us at thankyou@buckeyeaz.gov

Frequently Asked Questions

You now have a variety of options for paying your bill including:

  • Using your new, real-time, Customer Self Service Portal to:
    • Make a one-time credit card or electronic payment, or
    • Set up automatic, recurring credit card or electronic check payments
  • Paying in person at the Customer Service counter in City Hall
  • Depositing your payment in the drop box behind City Hall
  • Using the kiosk at the front of City Hall
  • Using the automated phone system to pay your bill
  • Paying over the phone with a live customer service representative
  • Mailing your payment
  • Continue paying through Xpress Bill Pay

For complete details, please visit our bill payment options page.

If you currently pay with:You will now have to:
One-time electronic payments After completing the one-time registration in your Customer Self Service portal, you will now make your one-time, online payments in the secure payments screen. Step-by-step instructions on how to do this are in the Customer Self Service User's Guide.
Automatic payments You will first need to disable your automatic payments with Xpress Bill Pay to ensure a double payment is not taken from your bank or credit card account.

After disabling your Xpress Bill Pay account for the city of Buckeye, you will need to complete the one-time registration in your Customer Self Service portal. You can then set up your new automatic payment in the portal’s secure payments screen. Step-by-step instructions on how to do this are in the Customer Self Service User's Guide.
Electronic payments through customer’s Bank Bill PayPlease contact your bank directly for assistance with their Bill Pay feature. Helpful information to have on hand for ensuring your Bill Pay is set up correctly includes:
• Your new account number
• City of Buckeye address: 530 E. Monroe Ave. Buckeye, AZ 85326
Kiosk paymentsYou will need your new account number to process your kiosk payment.
In person, at the counter paymentsYou will need your new account number, which can be found on your bill, or one of our Customer Service Representatives will be happy to help you locate it.
Over the phone (IVR) paymentsYou will need your new account number to process your IVR payment.
Drop box paymentsYou will need your new account number to process your drop box payment.
Mailed in paymentsYou will need your new account number, which is located on your remittance stub, to process your mailed in payment. City of Buckeye address: 530 E. Monroe Ave. Buckeye, AZ 85326

Xpress Bill Pay is not regulated by the city of Buckeye because it is a third party vendor.  Buckeye Water Resources Customer Service Representatives (CSR’s) are unable to access the transaction when customers experience an issue with a payment that has been processed through Xpress, thus preventing the CSR from being able to assist the customer. Additionally, customers have been experiencing an inconvenient one (1) to three (3) day delay between making their payment and their account being adjusted.  These and other problems will be eliminated when all electronic payments are processed through the Customer Self Service Portal.

You will need to set up your Customer Self Service portal.  Please see the Customer Self Service User’s Guide for step-by-step instructions on how to do this,.  For additional assistance, please contact the Utility Billing office at 623-349-6100 and a Customer Service Representative will be happy to help you.

No, we are unable to offer custom billing dates at this time.  The bill is due 21 days from the date on the bill.  After that late penalties will apply.

The City does not offer payment plans as a regular practice; however, the customer service Administrative Manager may consider a one-time payment plan for exceptional circumstances such as a high volume of water loss due to extraordinary circumstances (leak causing the usage to more than double the normal seasonal usage for the account.). Approval of a payment plan is at the Administrative Manager’s discretion and is not a guarantee.

A credit is not offered at this time. Electronic billing sent via E mail will not be immediately available to customers. The Customer Self Service portal does allow customers to view and pay bills. The Customer Service Team will send out a notification when this feature does become available so, keep an eye out for an E mail from us!

The city accepts Discover, Visa and MasterCard.

Depending on your billing cycle (there are four separate cycles in the city), you will receive your new bill between February 28, 2018 and March 29, 2018, 2017.

The new billing system is part of the city’s new Enterprise Resource Planning (ERP) software.  This software provides components, such as the new billing system, that connect all the city’s business transactions and departments together.  Since the system is replacing all of the city’s existing software, all customers must have account numbers and customer ID’s compatible with the new system.

Your account number is located toward the top and center portion of your new bill.  The numbers on the left of the hyphen are your account number; the numbers to the right of the hyphen are your customer ID.

The Customer Self Service Portal, or CSS, gives you access to all of your account information with the city. You can review, reprint, or pay your bill with a one-time electronic payment or set up automatic payments. You will also be able to link to other accounts you hold with the city, and see your detail history.  You will have access to your personal ITRON portal within CSS.  Your ITRON portal will allow you to see your daily water usage through the same technology our Utility Billing staff are using when looking at your account.

Yes, if you wish to make electronic payments, you must use the Customer Self Service portal.  We strongly encourage everyone to use their Customer Self Service portals because it allows you more control over your account, and provides you with valuable information.

Please refer to the Customer Self Service User’s Guide for step-by-step instructions on setting up your account.  If you still have questions, please contact the Utility Billing office directly at 623-349-6100.

The City’s Information Technology Department was tasked with locating a high quality software system capable of handling a rapidly growing customer base that could:

  • Handle the large and growing customer data;
  • Integrate city operations to improve service delivery to customers; and
  • Increase the city’s ability to provide electronic functions for the convenience of customers.

The system, currently used for Utility Billing customers, was already a decade old at this time.  The new system was brought to Mayor, Council and the public for consideration after researching best practices and available options. Mayor and Council approved the purchase of the Tyler Technologies Enterprise Resource Planning System on November 4, 2014.  Over the last three (3) years, city staff has built the individual modules (i.e. the utility billing module), trained staff members, cleaned data, and implemented the modules in their ideal orders.

For more information on Tyler Technologies and their Enterprise Resource Planning Software, including the Customer Self Service portal, please visit their website at www.tylertech.com.  For more information on the new ITRON system used to monitor your water usage, please visit their website at www.itron.com/na/.

The City’s Information Technology Department was tasked with locating a high quality software system capable of handling a rapidly growing customer base that could:

  • Handle the large and growing customer data;
  • Integrate city operations to improve service delivery to customers; and
  • Increase the city’s ability to provide electronic functions for the convenience of customers.

The system, currently used for Utility Billing customers, was already a decade old at this time.  The new system was brought to Mayor, Council and the public for consideration after researching best practices and available options. Mayor and Council approved the purchase of the Tyler Technologies Enterprise Resource Planning System on November 4, 2014.  Over the last three (3) years, city staff has built the individual modules (i.e. the utility billing module), trained staff members, cleaned data, and implemented the modules in their ideal orders.

For more information on Tyler Technologies and their Enterprise Resource Planning Software, including the Customer Self Service portal, please visit their website at www.tylertech.com.  For more information on the new ITRON system used to monitor your water usage, please visit their website at www.itron.com/na/.

After careful consideration, it was decided that the city move your accounts from Fathom into the current billing system first.  This allowed for your information to be vetted and repaired so your account details are accurate for the city-wide transition into the new billing system.

No.  Rates will not be changing as a result of this transition.  The purpose of the transition is to improve service delivery and customer care provided to you.

No.  There will be no changes to water quality as a result of this transition. The most recent water quality report can be found online at: http://www.buckeyeaz.gov/buckeye-presents-annual-water-quality-report/

If you feel there is an error on your bill, please contact our Utility Billing office at 623-349-6100 and choose option #2 to speak to a live representative.  Please have your account number and the bill in question available.  Our representatives will be happy to work through the issue with you.

Call 623-349-6100 and follow the prompts for after-hours assistance.

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