Billing Software Transition

As part of a larger upgrade within city of Gainesville operations, utility billing will launch new software on June 2, 2025 to help streamline customer service and payment processing. 

Gainesville is transitioning from the current STW system to a new and improved platform provided by Tyler Technologies. Some departments have already begun using the software; the next group of departments to launch their adaption includes utility billing. 

In an effort to make the transition as smooth and accurate as possibly for customers, city staff revised the billing schedule for May 2025 to avoid the May 26-30 “blackout” dates. During this period, utilities customer service, located in City Hall, will not be able to process credit card payments as city staff finalizes the data conversion process and prepares to launch. 

The May utility billing schedule will be adjusted to accommodate the “blackout” dates, as well. No bills will be sent out during that week, and individuals who wish to pay their bill during that time will need to do so with cash or check at City Hall. 

Due dates and ACH auto-draft (direct bank withdrawal) dates have been adjusted to accommodate this temporary shift. Please review your May bill for your due date. 

After this new platform is live, utility customers who were previously signed up for credit card draft will need to create a new online account and re-enroll in automatic credit card payments. Instructions for this process will be provided closer to the go-live date.

Customers enrolled in ACH auto-draft will not need to take any action. Their payment preferences will carry over to the new system automatically.

“We appreciate our customers’ patience during this transition,” said Customer Service Supervisor and Utility Billing Clerk Megan Kennedy. “Upgrading to this billing platform will allow for better service and new features that will help Gainesville residents access and process their account information more quickly and efficiently.”

Click here to stay up-to-date about this transition and ask questions about the process via Gainesville Engage.