Changes and improvements to utility billing process

Hastings Utility Department customers will notice changes to the billing process. The changes, which include a new customer service module as well as the end of past-due “postings” will take effect June 1, 2025.

“We’re really excited about the increased functionality this module is going to bring, especially in terms of our customer experience and an increased ability to communicate with those customers,” Customer Service Manager Karl Block said.

The former Customer Connect module is dated and has limited functionality.

Features and changes with the new module include enhanced communication options such as email and text notifications. Customers can also schedule payments; see up-to-date meter data and set self-service alerts.

The alerts – with the ongoing implementation of smart meters that provide instantaneous two-way communication between a meter and Hastings Utilities’ customer service department – can identify high usage and potentially detect leaks.

Customers will have the option to sign up for email or text notifications with billing information.

The HU Customer Service department will also have options to communicate with customers such as email, text and automated voice calls.

These enhanced communication options will replace the current practices of leaving postings on customers’ front doors for those who have not paid utility bills the day before the customer is scheduled to be shut off.

The Utility Department pays about $109,000 annually to deliver postings to doors the day before the customer is scheduled to be shut off. That cost is offset by a $25 posting fee.

A significant number of bills are paid between the delinquent notice and posting.

The new customer service module will affect budget billing as well.

Instead of 11 installments and a reconciliation month, which is the current practice. Budget billing will be divided by 12 months, leading to lower bills.

Customers are encouraged to communicate with the Customer Service office, either by calling (402) 463-1371 or emailing customerservice@cityofhastings.org to ensure the customer’s contact information is up-to-date and the customer can receive notifications.

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