Bringing e-Billing Ease to Aqua

As the decade comes to a close, we can’t help but look back and reflect on all of the growth of the company and the new services and projects we’ve introduced to our customers over the past 10 years.

Speaking of new services, did you know that we have multiple new e-Billing features that make it easier than ever to pay your water bill? To learn even more, we spoke with Manager of Collections, Billing, and Cash Applications Jack Farnsworth to get the details of four newly improved features and how they benefit Aqua customers across all eight of the states we serve.

Payment arrangement

We’re pleased to say that our payment arrangement feature is now active in all Aqua states. Payment arrangements are available to any Aqua customer who has fallen behind on their payments, and the feature allows customers to take the past due months and stretch them out for several months until they are caught up.

“The invoices were modified to clearly provide the monthly installment, the number of payments remaining and the total balance of the payment arrangement,” Farnsworth added. “At Aqua, we listen and value our customers—this change came directly from customer feedback. We’re glad that these new invoices help customers better understand their payment arrangements for a stress-free experience.”

Text reminders

Constantly worried about missing a payment? Never fear! Aqua has partnered with Speedpay to give our customers the option to receive text reminders to easily avoid late charges. The text feature sends a message five days before the payment is due, the day it is due, and five days after.

The text reminders also provide a hyperlink that customers can click through to make their payments. Head here to become one of the 14,000 and counting Aqua customers utilizing this convenient text option! 

Daily account balance

You asked, we listened. Our call centers have received a large volume of customers asking for their current account balance over the years, so Aqua decided to make it even easier to check your bill. Simply log onto the Aqua WaterSmart website to view your daily balance. Easy peasy!

One-time payment availability

Previously, only Aqua customers enrolled in e-Billing were able to make a one-time payment via the WaterSmart website. Now, all customers can use this feature to pay bills electronically as many times as they please. We’ve seen an increase in customers utilizing this feature in 2019, and we hope to continue this growth through 2020. 

“Everything proposed, achieved, or rejected is for a better customer experience,” Farnsworth said of all these e-Billing improvements. “These features were all created to provide our customers with more information, faster information, and ease of payment.”

“I am very excited about all the customer enhancements we have implemented this year,” said Georgetta Parisi-Knup, vice president, customer operations. “Offering our customers a wide range of options across multiple platforms is important as we continue to focus on improving our customers’ experience with Aqua.” 

Our customers are always our priority, and we hope these efficient new features make life just a little bit easier. Cheers to a great 2019 and an even better 2020!

 

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Stay prepared, and stay safe

By Aqua Texas President (and resident of Houston) Bob Laughman

The devastation of Hurricane Harvey is a grim reminder that mid-August through mid-October comprises the peak hurricane season, and my heart goes out to everyone suffering in the aftermath of the storm, especially the loved ones of those who lost their lives. September marks National Preparedness Month, an opportunity for everyone to think about how to make sure you and your family are ready to weather a harsh storm or other emergency.

National Oceanic and Atmospheric Administration forecasters say this hurricane season could be the most active in years. Federal Emergency Management Agency Administrator Brock Long said the “updated outlook underscores the need for everyone to know their true vulnerabilities to storms and storm surge. As we enter the height of hurricane season, it’s important for everyone to know who issues evacuation orders in their community, heed the warnings, update their insurance and have a preparedness plan.”

I couldn’t agree more: You have to have a plan. Aqua provides water and wastewater service to customers in coastal areas of Texas, New Jersey, North Carolina and Virginia, and a major storm can cause heavy rain and flooding anywhere. That’s why we invest in training and equipment to maintain water service or restore service as quickly as possible for our customers during a major storm. This training involves much more than how to get the water back on; it emphasizes the safest ways for our employees to do their jobs as they deal with flooding, high winds, downed electrical lines and uprooted trees.

Although many of our systems remained powered and in full operation during Harvey, power outages can disrupt the routine operations of delivering clean, safe drinking water and our ability to treat and pump wastewater. Aqua has a network of mobile power generators that we can deploy where we need them to keep our customers’ tap water flowing when power is disrupted. We’ve also taken steps to ensure a reliable fuel supply for this equipment during periods of peak weather challenges. These generators aren’t just your average portable unit that sits in a truck bed. They’re some of the industry’s most modern, adaptable equipment with quick connection features that work in a variety of situations and locations.

During Harvey, I’ve seen some inspiring teamwork by the Aqua family. We’ve got folks for whom getting to work is literally impossible, and that’s when other employees stepped up to make sure they were covering for their teammates to ensure continued service. I thank them for their dedication.

Aqua is an active participant in TXWARN, the Texas Water/Wastewater Agency Response Network. This network’s database enables Aqua and other water utilities to find and share equipment and personnel to help each other continue to provide service during emergencies.

We also prepare by knowing in advance how we can contact our customers quickly during a water service emergency. Aqua customers everywhere should sign up for WaterSmart Alerts at AquaAmerica.com or 877.987.2782.  You can choose how you’d like us to contact you in an emergency: by phone, email or text message.

Throughout the summer, we’ve shared these tips about how you and your family can prepare when you think you might lose water service during and after a storm:

  • Save water for essential use in advance of a potential water outage and consider filling bathtubs, buckets, large pots and pitchers. Any water collected in a non-potable container (bathtubs, previously used buckets, etc.) should be boiled before consuming it.
  • When water service is restored after an outage, Aqua might issue a precautionary boil advisory until water samples can be tested to ensure that water quality has not been compromised. Bring water to a rolling boil, let it boil for one to two minutes to ensure any harmful bacteria is destroyed, then let it cool before using it. We’ll let you know when it’s okay to drink the water without boiling it first.

You can learn more about how to prepare for a hurricane and other emergencies at Ready.gov.

Aqua will continue to support our employees and the communities we serve here in Texas as we get through this crisis together and begin to rebuild. I hope you and your family are safe.

 

 

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New Name, Same Quality Service

 

Laying the groundwork for a better tomorrow means we’re always looking for ways to better serve you. On June 1, Aqua transitioned a few of our service tools into the WaterSmart family of resources. Our Aqua Online and Aqua Notify services have been renamed WaterSmart e-Billing and WaterSmart Alerts, respectively. Our goal is to make it easier for you to find and understand our tools.

Below is a complete breakdown of the WaterSmart family and what each branch has to offer:

  • WaterSmart e-Billing – Save on postage and reduce clutter by paying online through our service. It’s free, fast and easy. Check it out here.
  • WaterSmart Alerts – Receive notifications about water service emergencies quickly and conveniently so you can stay informed about what’s happening in your area. Sign up here.
  • WaterSmart Tips – Learn how to save money with helpful tips from Aqua. Identify leaks, protect pipes and use water wisely. See more here.
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