How To Read Your Bill

With our new system roll-out, you may have noticed your bill looks a little different.  Nearly all of the information that was on your bill previously is still there, but in some cases it may be in a different spot, so below is a summary of the sections of your bill and what kinds of information is in each section.

1) Account Information – This section will contain your basic contact information as well as general billing information, such as the period bill for, total amount due, and when your particular billing due date is
2) Current ChargesDepending on whether you have water and/or electric service you could have one or two sections here. Each section will contain the amount you used as well as the billed amount for each item related to your water or electric service.  The Current Charges for water will contain detail regarding each price tier.
3) Other ChargesThis will contain the billing detail of all non-metered services such as Sewer, Garbage, Stormwater, and if you are a Georgetown Utility Systems electric customer, the Energy Conservation Fee.
4) Amount DueHere you will find the Previous Balance of your last bill, the Payments made since your last bill, the Current Charges of your current billing period, and the Total Amount Due by Due Date.
5) Consumption Details & Historical UsageIf you have electric and water service, this section will be found on the reverse side of your bill. Here you will find the detail of your electric and water consumption, such as the Start and End Reads, meter information, and total consumption.  Additionally, you will see a graph of your consumption for your metered services.

FAQ – Budget Payment Plan

Unpredictable variations in the weather make it very hard to fit your utility bill into a budget. Utility bills may vary monthly according to your consumption.

To help our customer “even out” the highs and lows of their utility bill payments, the City of Georgetown is offering an optional payment program to our residential customers. We call our program the Budget Payment Plan (BPP).

How does the plan work?

Each month, our BPP payment is an average of your current bill and the previous 11 billings, plus 5% of the balance in your reserve, whether that balance is a debit or a credit. This new plan does not change the rates that you pay or the amount of your consumption from month to month. It simply allows you to pay less in high usage months by paying more in low usage months.

What is a reserve balance?

The reserve balance is the difference between the actual charges that you incur and the averaged amounts that you pay. Depending on the fluctuations in your billings, it may sometimes be a debit or credit balance.

Will I pay the same amount each month?

No. Because it is an average including the current billing, and 5% of your reserve, THE AMOUNT YOU PAY EACH MONTH WILL VARY SOMEWHAT. It will not be a set amount.

How will I know what I really used?

Your electric and water meters will still be read each month, with the actual consumption printed on the bills, as usual. Also, under the amount due heading of your bill, total current charges will be the actual charges incurred. The blue total amount due by due date total will be the averaged amount that you pay. The difference will go into your reserve.

How do I know if I am eligible?

In order to qualify for the BPP you must…
Be a residential customer
Have no disconnections for nonpayment, insufficient checks or more than 2 late payments in the last 12 months of history.

How do I sign up?

If you would like to have your utility account billed though our Budget Payment Plan, please print and complete this application, found at the link below, to the Georgetown Utility Systems Customer Care, PO Box 1430, Georgetown TX 78627. If you would like more information, please call our office at 930-3640.

Budget Payment Plan Application

How to Contact Us?

Georgetown Utility Systems (512) 930-3640

Location: 300-1 Industrial Ave., Georgetown, Texas 78626
Lobby Hours: Monday – Friday 8 a.m. – 5 p.m.
Call Center Hours: Monday – Friday 8 a.m. – 6 p.m.

Email: customercare@georgetown.org

New Customer Self Service Portal

To access the new customer portal, please click the link below.  If you have have not set up an online account, the instructions below will assist with the creation of your new online account.

 

The Georgetown Utility Systems online customer self service portal is now live.  When navigating to the new portal for the first time, you will need to click the button to set up a new account.   In order to set up your online account you will need the following items:

  • Before attempting to create a new log in you will need to have the following information readily available.
    • Access to a valid email address that can be checked.
    • Customer Utility Account number, (if using an older account number it must contain the dashes.  Example 123-4567-89, new account numbers are in the following format 100123456.)
    • Drivers License used when utility account was initially set up.

     

    1. First thing you will need to do is click on Sign up now.  All customers must set up a new account on the new customer portal below.

    2. Starting with the first box “Email Address”, you will need to enter a valid email address and click the button which says “Send Verification Code”

    3. Next thing is you will need to be able to check the email address you used for an email from Microsoft that says: “Microsoft on behalf of GeorgetownCSS”.  That email will contain a six digit verification code.

    4. Once you have the verification code you received in the email you can enter it into the box labeled “Verification code”.

    5. Now click on the button to Verify code, you will get an error if you do not enter a valid code. Note, the verification code is only valid for a few minutes.

    6.  Once the verification code has been entered successfully you can complete the rest of the form.  Passwords must be a minimum of 8 characters long, contain at least one capital letter, one numerical digit, and must include one of the following characters !,@,#,$,%,^,&,* (Example: Gtown123!)

    • Customer Account number must contain dashes if you are using the old system account number (example: XXX-XXXX-XX). The new billing system account number can also be entered (example: 10016223).
    • Driver License – Enter the driver license number used when the original utility account was set up. The sign-in will not work if the driver license number does not match the one in the system.
    • If you initially created your utility account with an out-of-state driver license that is no longer valid and you cannot find that number, contact Customer Care at customercare@georgetown.org or 512-930-3640. Have your current driver license information ready. A Customer Care representative will provide that information to utility staff who will be able to help you complete the steps to create a new account. Due to high call volume, there are long wait times. You can also email Customer Care and a representative will contact you as soon as possible.
    • The “CREATE” Button will turn GREEN – once the entire form is filled out.
    • Hit CREATE – If all the data is correct– it will take you to the Home Page of the Customer online portal!

    If you are ready to complete your account set up please click the button below to access the Customer Self Service portal.  Remember to keep this page open if you need to reference the steps.

 

During this transition period we will not assess late fees.
To make a payment over the phone, dial 1-855-347-0509.

Dates and times for walk-in help at an office location are listed at gus.georgetown.org/customercare/paying-your-bill. This page will be updated as new dates and times are added.

Paying Your Bill

Georgetown Utility Systems (GUS) has launched a new online billing portal that provides residents a way to manage usage and payments more effectively.  Customers can now log on to our new customer self service portal, by clicking here, to pay their bill, track and compare usage, and receive timely information and updates.  By creating an account, users can sign up to receive billing and service notifications and set up auto pay by debit/credit card or bank draft.  Customer are ensured peace of mind knowing that their sensitive payment information is protected by the most stringent Payment Card Industry (PCI) requirements.

In order to complete the account sign up process, you will need the following information:

  •  Account Number –  (Account number must be typed how it appears on the bill.  If there are dashes, on the bill, you must also type in the dashes when creating the account.)
  • Email Address –  (You will have to have access in order to receive a verification code, sent to the address you provide)
  • Personal Identification Information – example,  Drivers License

Future plans for the service include tailored products for water conservation programs, expanded smartphone technology capabilities such as outage notifications, bill and payment alerts, and bill pay options.

Georgetown Utility Systems staff will be at the following locations over the next month in order to help customers with the transition to the new customer portal.

LOCATIONDAYDATETIME
Sun City 
Andice Room in the Cowan Creek Community Center, 1433 Cool Spring Way, Georgetown, TX 78633
SAT8/11/189am – 12pm
Liberty Hill – City Hall
926 Loop 332, Liberty Hill, TX 78642
WED8/15/182pm-4pm
CTSUD Office – Conference Room
851 FM 970 Rd, Florence, TX 76527
SAT8/18/182pm – 4pm
Sun City 
Andice Room in the Cowan Creek Community Center, 1433 Cool Spring Way, Georgetown, TX 78633
SAT8/18/189am – 12pm
Georgetown Library
402 W 8th St, Georgetown, TX 78626
WED8/22/188am – 12pm
Sun City
Andice Room in the Cowan Creek Community Center, 1433 Cool Spring Way, Georgetown, TX 78633
SAT8/25/189am – 12pm
Tennis Center
400 Serenada Dr, Georgetown, TX 78628
WED8/28/182pm – 4pm

More Ways to Pay

Online Payments:  

  • One-time payments can be made through the new customer portal beginning on 8/6/2018. Click here for access.
  • Customers will be issued a new account number that will need to be used to update their online bill payment account. This number can be found on your bill dated after 8/6/2018.

Auto-draft accounts: (Credit/Debit or Bank Routing):

    • If you are a current auto-pay customers – You will need to set up a new auto-pay account via the new portal after August 6, 2018. Click here for access.

24-hour Payment Drop Boxes:

  • Available for after-hours, weekends and holiday payments
  • Locations:
    •   113 E. 8th St. (east side of City Hall)
    • 300 Industrial Ave. (Municipal Complex)
    • 851 FM 970, Florence, TX (formerly Western District Office)

Regular mail:

  • Mail payments to Georgetown Utility Systems, P.O. Box 1430, Georgetown, TX 78627

Customer Care Call Center:

  • Call us at (512) 930-3640, Monday through Friday 8 a.m. to 6 p.m. for assistance.

Lobby and Cashiering Center:

  • Located at the Georgetown Municipal Complex, 300-Industrial Blvd, from 8 a.m. to 5 p.m., Monday through Friday.

Does your bank send us your utility bill payment? Please take a few minutes to verify the utility account number is the same account number on your bill payment sent from your bank. Not having the correct utility account number may delay or keep your payment from being posted.

How to Read Your Bill

If you would like information on what is on your bill, click here

 

 

Bloomberg Virtual Power Plant Frequently Asked Questions

Where do I sign up to lease my roof space for solar panels?
I’m glad you are interested in learning more about our project.  It is folks like you that will help us “flesh out” details to ensure the program meets our collective needs.  For now, we will place your name and phone number on a list and contact you once we determine whether we were chosen for the Bloomberg grant funding program.

What has the City of Georgetown received from Bloomberg?
Bloomberg has donated funding to develop the legal and financial business model for a virtual power plant project.  Over the summer, the City will engage with the community to determine the viability of the project.  At the end of August, the City will reapply to Bloomberg with the fully detailed program.  If the City is awarded the next phase of funding, implementation of the project will begin.

How much money is Bloomberg awarding the City?
Bloomberg has given the City up to $100,000 to fund the first phase of the Virtual Power Plant project.  This amount funds research into the legal, financial, and preliminary engineering needed to make the project viable.  If the City wins the second phase of funding, Bloomberg will contribute an additional amount between $1,000,000 and $5,000,000 to fund deployment of the project (solar panels, batteries, smart switchgear, etc., and further engagement with the community).

How will you determine which homes are eligible? Is my house a good fit?
Georgetown Utility Systems (GUS) conducted a solar radiation mapping project over the last 3 years to find the solar potential of every square meter of the energy territory we serve.  GUS also conducted a battery storage analysis and incorporated the technology into the Westside Service Center facility to test the analysis.

By using a combination of solar potential, capacity on the existing distribution grid, and geographic locations, the utility has scientifically identified the buildings/rooftops that are likely to produce the highest value return.  For competitive reasons, the full analysis cannot be released, but we are working on a website that can display the solar map to show the building/locations best suited for solar panels.

Why is the City considering this plan?
The City has participated in the statewide energy market through its many ups and downs over the decades.  The market is facing a few trends that make the Virtual Power Plant an economically viable idea which would help us reduce risk.

Solar panels and batteries are becoming cheaper, transmission costs are rising rapidly, and regulators are exploring changing wholesale energy cost models to penalize resources that are far away from the customers they serve.  For us, the Virtual Power Plant could provide both a physical and financial hedge against costs the City currently has little control over such as transmission costs.

What is a Virtual Power Plant?
The Virtual Power Plant serves the same function as the traditional plant (a single power producing location that sends power to customers over transmission lines) but uses software to aggregate hundreds or thousands of different small locations, like homes, in an effort to mimic the controls that a traditional power plant would have.

Will my energy rates go down by participating in this program?
For participants in the program, the City’s goal would be to find a viable business model that provides compensation to customers for the use of their rooftop or garage space for placement of solar panels and batteries.  The financial and legal parameters of such a model will be developed in this first initial phase and more information will be available as we go through the process.

Water Emergency

Water System Failure – Emergency

Usage Target – 50% reduction of overall system water use

Emergency conditions are implemented when:

  1. Water demand approaches a reduced delivery capacity for all or part of the system, creating a situation in which water system demand exceeds water system capacity, for an extended length of time, as determined by the General Manager;
  2. A major water line break, or a pump or other system failure occurs, which causes a loss in the capability to provide treated water service; or
  3. A natural or man-made contamination of the water supply.

Customer and City Actions

  • Assess the severity of the problem and identify the actions needed and time required to resolve the problem;
  • Implement immediate measures to notify the public as to water system or water source failure;
  • Severely restrict or prohibit, as appropriate, all water system use in the affected service area;
  • Arrange for the emergency purchase of water from alternate sources for which there exists the proper agreements for such purchases; and
  • Customers will discontinue or severely restrict all use of potable water from GUS water system until notified by City that a safe and adequate water for public use is restored.

Phase 3 – Water Emergency

Usage Target – 50 percent reduction of overall system water use.

Phase 3 Conditions are implemented when:

  1. An event occurs where water demand exceeds the supply and severe conservation measures are required to maintain the ability to provide the proper level of service as determined by the GM, or designee.

Customer and City Actions.

  • Increase efforts to inform the public on water conservation strategies.
  • Increase detection and repair of water leaks in the distribution system.
  • Suspend hydrant testing.
  • Prohibit all water waste.
  • Prohibit all non-essential water use.
  • Prohibit landscape irrigation water use.
  • Prohibit or limit as deemed necessary all industrial water use.
  • The City shall arrange for the emergency purchase of water from utilities for which there exists proper agreements for such purchase.

Phase 2 – Water Restrictions

Usage Target – 35 percent reduction of overall system water use.

Phase 2 Conditions are implemented when:

  1. The water level in the City’s No. 1 well drops to, or stabilizes below 40 feet above the pump suction for a period of more than five consecutive days.
  2. Lake Georgetown level drops to 765 feet (above mean sea level), and no rainfall or other inflow predicted, and the Williamson County Raw Water Line is unavailable or is not capable of maintaining Lake Georgetown Level above 760 feet under the current demand.
  3. An event occurs where water demand exceeds the supply and aggressive conservation measures will maintain the ability to provide the proper level of service as determined by the General Manager.

Customer and City Actions

  • Increase efforts to inform the public on water conservation strategies.
  • Increase detection and repair of water leaks in the distribution system.
  • Suspend hydrant testing.
  • Prohibit all water waste.
  • Suspend the use of potable water for the following City municipal operations:
    • Vehicle washing.
    • Street cleaning.
    • Landscape irrigation in City parks (does not include athletic fields) except by handheld hose or drip irrigation.
  • Prohibit all non-essential water use except:
    • The addition of water to a pool or splash pad where necessary to maintain the water purification system in service or to maintain structural integrity of the pool.
    • The washing of vehicles or boats at a commercial car wash or service station.
  • Restrict landscape irrigation use to the evening (7:00 p.m. to midnight) and morning hours (midnight to noon) in accordance with an irrigation schedule that provides for no landscape irrigation on Monday with landscape irrigation permitted no more than one day per week with the day of week and irrigation start time specified based upon customer address.

Phase 1 – Water Conservation

Usage Target – 20 percent reduction of overall system water use.

Phase 1 Conditions are implemented when:

  1. The water level in the City’s No.1 well drops to, or stabilizes below 50 feet above the pump suction for a period of more than five days.
  2. Lake Georgetown water level drops to 770 feet (mean sea level), and no rainfall or other inflow is predicted, and the Williamson County Raw Water Line is unavailable or is not capable of maintaining Lake Georgetown level above 765 feet at current demand.
  3. An event occurs where water demand exceeds the supply and moderate conservation measures will maintain the ability to provide the proper level of service as determined by the GM, or designee.

Customer and City Actions

  • Increase detection and repair of water leaks in the distribution system.
  • Suspend hydrant testing.
  • Prohibit all water waste.
  • Restrict landscape irrigation use to the use of automatic irrigation systems or hose-end sprinklers during the evening (7:00 p.m. to midnight) and morning hours (midnight to noon) in accordance with an irrigation schedule that provides for no landscape irrigation on Monday with landscape irrigation permitted no more than two days per week with the day of week and irrigation start time specified based upon customer address.
  • Landscape irrigation use is permitted at any time, if it is used:
    • By means of a hand-held hose, soaker hoses, or drip irrigation systems.
    • At a commercial plant nursery.
    • During the testing of new irrigation system installation or existing irrigation system repair.

Year Round Watering Restrictions

In 2014 The City of Georgetown incorporated conservation measures into the water use ordinance in an effort to reduce overall water consumption, as well as eliminate unnecessary water waste.  The water ordinance can be found here, but the restrictions below are in place throughout the year, regardless of whether the City of Georgetown is in drought conditions.

  • It is unlawful for any customer to waste water through use that serves no practical purpose. Such water waste includes the failure to repair a leak, either inside or outside a home, building, or facility, within a reasonable time, not to exceed 60 days from the date notice of the leak that resulted in water runoff or accumulation in a street, gutter, or parking lot, was provided.
  • The use of an automatic irrigation system and hose-end sprinklers is restricted to the following schedule:
    • Property with an address ending in an odd number may be irrigated on Tuesday and/or Thursday and/or Saturday, but no other day of the week without an approved variance from the City.
    • Property with an address ending in an even number may be irrigated on Wednesday and/or Friday and/or Sunday, but no other day of the week without an approved variance from the City.
    • There shall be no irrigation, except by means of a handheld hose, drip irrigation, or soaker hoses on Monday.
  • Landscape irrigation is allowed anytime, if it meets one or more of the following criteria:
    • Watering occurs by means of a hand-held hose, soaker hoses, or drip irrigation
    • Watering occurs within the first 14 days after installation of new landscaping, with a qualifying variance
    • Watering occurs at a commercial plant nursery
    • Watering occurs during testing of new irrigation system installation or existing irrigation repair.
  • Irrigation Variance.
    • Applications for a variance from the standard irrigation schedule shall be filed with the General Manager and shall be in effect for two weeks from the date of approval.
    • A customer may file an application for an irrigation variance, which may include, but is not limited to vacation absence, installation of new landscaping, and installation of new turf.
    • The General Manager may grant an irrigation variance upon his/her determination that special circumstances exist, which upon strict enforcement, will adversely affect the health, sanitation, or fire protection for the public or the applicant.
    • Irrigation variances granted under this Section will expire upon implementation of any phase of the Drought Contingency Plan.