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Additional utility customer service resources

City deploys additional utility customer service resources
Posted on 12/20/2019

On Nov. 15, the City of College Station disabled its Click2Gov third-party system used to process utility payments due to a potential data security issue, and immediately launched an investigation that remains ongoing.

Since then, the city has been focusing on three areas:

• City staff continues to work with forensic investigators to determine the nature and scope of the event. Once completed, notification will be sent directly to potentially affected College Station Utilities customers.
• Contract negotiations with an alternate vendor are underway to provide utility customers with an online payment option as soon as possible. The replacement project is being expedited.
• Additional utility customer service representatives and increased capacity for 979.764.ePAY, our automated voice payment system, are being implemented to reduce the wait time for our customers. Our goal is to receive and resolve each customer issue quickly and courteously.

While cybersecurity has been, and continues to be, a top priority for the City of College Station, even stronger requirements of third-party vendors are being implemented to protect the city’s technology infrastructure.

We continue to offer our sincere apologies to those who have experienced inconveniences due to the lack of an online payment system; however, we appreciate the patience and flexibility shown by our customers.

Until further notice, utility payment options remain:

• The city’s automated voice payment system: 979.764.ePAY (3729)
• In-person at 310 Krenek Tap Road, College Station, Texas
• Via mail at P.O. Box 10230, College Station, Texas 77842
• By contacting a customer service representative at 979.764.3535

Additional customer questions should be directed to 979.764.3535.

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