New Billing System Coming January 2026

By Heather Jenkins, Supervisor of Accounting

We’re getting ready for something very exciting! While next year may seem like a long way off, we are currently in the process of preparing to launch a brand-new Customer Information System in January 2026, and it’s going to make managing your BTES account easier and more convenient than ever.

This upgrade is something we’ve been working toward for a long time, and it’s shaped by the feedback we’ve heard directly from you – our customers. Many of you have asked for a more user-friendly mobile app and online portal, better ways to get real-time outage updates, and simpler ways for us to keep in touch. This new system is built to deliver all of that and more, giving you a smoother, more connected experience with BTES.

One of the biggest upgrades coming your way is a totally redesigned online portal and mobile app. These new tools will give you easier access to your account information – whether you’re paying your bill, setting up notifications, or signing up for programs. You’ll be able to do it all from one spot, right on your phone or computer.

The new system also gives us better tools for staying in touch with you. We’ll be able to communicate more quickly and clearly, especially when it matters most – like during service outages. Behind the scenes, processes will be streamlined, and requests will be automatically routed to the appropriate BTES department, making things faster and more efficient all around.

As we get closer to launch, you’ll start seeing more updates – especially about the new app. Once it goes live in mid-January, you’ll be able to download it from your app store, log in, and start exploring all the new features.

Most of your account information will carry over automatically, and if you are signed up to pay your bill through our Bank Draft Program – no worries! All bank draft information will transfer just fine.

But, if you pay your bill through the auto-pay feature on our current mobile app or customer portal (through a debit/credit card or e-check), this information will not automatically transfer over to the new system. If you use this feature, you’ll need to re-enter that information in the new app or portal once it’s live in January 2026 – or, an even better option, give us a call today to sign up for Bank Draft so it will transfer over automatically!

There will be a short transition period in January as we move from the old system to the new one. For about five days, we’ll be loading the final set of customer data into the new platform. During that time, a few of our payment options and access to the customer portal and app will be temporarily unavailable.

We believe this upgrade will make a positive difference – not just for our customers, but for our employees as well. From better communication and smoother billing to more efficient service in the field, this new system is going to help us serve you better, every day.