City Finance Department resolves utility billing errors after GovSense transition

The City of North Augusta is making significant strides in resolving recent utility billing issues following a transition to a new software system, GovSense. During the council meeting on May 5, 2025, officials reported that the city had encountered errors in billing cycles due to complications in transferring data from the previous system, CSI. As a result, billing was temporarily halted to ensure accuracy.

City officials emphasized that accurate billing is a top priority, stating, "Late bills are preferable to inaccurate bills." To address the situation, the finance department has been bolstered with additional staff to assist in managing customer inquiries and processing bills. A centralized customer service line has been established, promising responses within three business days, although many inquiries are being handled within 24 hours.

The city plans to resume regular billing cycles, with bills expected to be mailed out on May 7, 2025, and subsequent cycles to follow closely thereafter. Importantly, no late fees or water shutoffs will be enacted until the billing system is fully audited and stabilized.

In addition to the billing issues, the council discussed ongoing challenges with the online payment system provided by Clover, which has faced its own set of complications. City officials are actively working with Clover's parent company, Fiserv, to resolve these issues and ensure accurate payment records.

As North Augusta navigates these transitions, the city remains committed to transparency and effective communication with its residents, ensuring that all utility billing matters are addressed promptly and accurately. The council will continue to monitor the situation and provide updates in future meetings.