Citizen Self Service (CSS) Portal
The City of Coppell is upgrading its utility billing system to help us better serve you!
In early February 2022, the City’s current utility billing system and online payment portal will be replaced with a system that is more sophisticated and configurable, reliable and automated, and will streamline some aspects of the payment process. As part of the conversion, the current online payment portal will be replaced with a new platform, the Citizen Self Service (CSS) portal. The CSS portal will go live on February 7.
Online Payments & Kiosk Unavailable February 1-6
While the conversion to the new system is underway, customers will temporarily be unable to pay their water bills online or through the secure kiosk outside of Coppell Town Center. The kiosk and online payment system will be disabled from February 1-6. Customers will be unable to make payments online or through the kiosk until the new CSS portal goes live on February 7. All payments made via check, phone, bank draft or other method during this time will be held until processed on February 7.
Don't worry, the City of Coppell will not charge customers late payment penalties during this time. We know the conversion to the new system may cause some challenges for our customers, and we're here to help however we can.
The Get to Know Your H2O portal will also be down on February 4 for maintenance related to the upgrade.
Customers Must Register for Account
All customers who wish to pay utility bills online must register for an account on the new platform once it goes live on February 7. Registration for the new system will not open until February 7.
Only utility customers wishing to pay utility bills online must take action. Account holders who do not wish to pay online are not required to register on the CSS portal. All of the City’s other utility payment options remain available to customers. However, all utility customers are encouraged to register for the new portal in order to take advantage of the new system’s benefits and a discount on your water bill! Registration for the new system will open when the portal goes live on February 7, 2022.
Benefit to Customers
The new utility billing system offers multiple benefits for customers.
- Increased Data security. The new system offers increased security for utility customers. With restricted system access and two factor authentication, we’re taking extra steps to ensure your private information is secure.
- Customer Empowerment. The CSS portal enables you to maintain your own information and preferences. Customers will no longer need to contact City staff to update utility account contact information or billing preferences.
- Enhanced Customer Service. With updated customer information, staff is better equipped to contact you in case of a leak or other emergency.
Receive a Discount on Your Water Bill
To encourage utility customers to register for the CSS portal, the City of Coppell is offering an incentive: register for the new portal once it goes live and receive a $5 discount on your next water bill! This discount will be automatically applied to your next water bill. Customers may begin registering on the new portal when it goes live on February 7. Customers must register before April 1, 2022, to qualify for the discount.
In addition to the $5 discount for signing up for the portal, customers can also receive a $5 discount for enrolling in automatic bank drafts once the new system goes live. This discount will be automatically applied to your next water bill. Customers may begin enrolling in bank drafts when it the system goes live on February 7. Customers must enroll before April 1, 2022, to qualify for the discount.
Sign up For Automatic Bank Drafts!
Customers may elect to have an automatic electronic bank draft occur for monthly water bill payments. Customers selecting this option will receive a monthly bill stating, "Amount Due will be Bank Drafted - DO NOT PAY." Your bank will deduct the water bill amount approximately two to three business days prior to the due date printed on your bill. There is no charge for this bank draft plan and the draft option may be discontinued at any time by simply notifying the City in writing. Don't want to wait? Review Electronic Bank Drafting Service (PDF) information to learn how to sign up now.
We know change is never easy, and we’re here to support you however we can to make this a smooth transition. We’d be happy to help you register for the new portal and answer any questions you may have. There are multiple ways to get in touch with us:
- Visit us during business hours. Swing by the Utility Billing window at Coppell Town Center.
- Call our special phone line at 972-462-5176.
- Send us an email at email@example.com. We will do our best to respond within one business day.
- Submit this form with your question or request and receive a response from staff.