Kingsport launching new Customer Information System
The City of Kingsport is pleased to announce it will soon be launching a new Customer Information System (CIS), where residents will be able to pay bills, monitor service orders, and access their account information easier than ever before.
The new system will replace the city’s aging platform and introduce faster service, clearer bills, and more payment options. Residents will also gain access to a new online portal and mobile tools for managing their accounts.
For the past year, city staff have prepared for the launch through training and system testing to ensure a smooth transition. The new system is scheduled to go live April 27, and more updates and guidance will be shared as this date approaches.
“Customer service remains a top priority for the City of Kingsport, and we believe this new CIS will be a significant improvement over the old system,” said Travis Bishop, chief financial officer for the City of Kingsport. “The new system promises to be more intuitive, easier to use and offer greater efficiencies for the public. We’re excited to be able to offer this to our customers.”
In addition to the new CIS, Kingsport is also introducing Grace AI – a user-friendly, phone-based virtual assistant that provides quick answers about balances, due dates, water usage and support for secure over‑the‑phone payment processing. Bishop notes that Grace AI will help reduce waiting times and improve customer support.
At the same time, Kingsport Utilities is launching a new mobile app and web portal, called Kingsport Utilities, which will be the customer’s gateway to all things related to their utility services. Here, customers will be able to view recent bill images, make payments, create and track service requests, update customer records and receive communication in a simple and modern way.
Finally, customers will soon be able to utilize new payment methods such as Pay-By-Text, digital wallets (Apple Pay, Google Pay, Venmo, and PayPal) and even elect cash payment methods at local retailers such as Walmart, Walgreens, CVS, and Dollar General.
“More and more people are making purchases, sending money and paying bills through their smart phones, so we felt like the City of Kingsport needed to be able to accommodate these folks when it came to their utility bills,” Bishop added. “We’re just trying to be as convenient as possible for our customers.”
In the days leading up to the launch of the new utility billing system, residents will notice a brief transition period as the city prepares for the change. The current system will enter maintenance mode, and services, such as account changes and taking payments, will be temporarily unavailable after close of business on Thursday, April 23 through Monday, April 27, at 8:00 a.m.
This ensures all customer data transfers properly between systems. The city will share updates on any temporary service changes on the city website and social media channels.
You can pay bills, report issues and access your account information by calling 423-343-9860.
