Today, Mayor Brandon M. Scott and the Baltimore City Department of Public Works (DPW) announced that starting this month the water bills mailed to Baltimore City residents will have a new look, making them easier to read and easier to pay. DPW’s water billing upgrade efforts also include improvements to its Customer Self-Service Portal, creating a user-friendly, one-stop shop for customers to manage and pay their monthly water bills.

“The updates we’re making by introducing this newly enhanced water bill and improved payment system for Baltimore City residents reflects our commitment to modernize and improve every aspect of DPW’s water billing system. There is a lot of work to do to ensure water customers have a seamless, user-friendly experience while ensuring accurate and understandable billing information, and these types of efforts are an important component to reaching that goal,” said Mayor Brandon M. Scott.

The upgrade of the new water billing system enables us to scale and be more flexible, allowing us to support future system enhancements more efficiently for our customers. This modernization will improve service delivery, enhance user experience, and ensure that we can adapt to changing needs and technologies.

Key Client Features

• Enhanced Performance: Faster processing speeds and reduced latency.
• Improved User Interface: A more intuitive and visually appealing interface for seamless navigation.
• Advanced Security: Robust security protocols to protect customer data and ensure privacy.
• Expanded Compatibility: Support for a wider range of devices and platforms.
• New Functionalities: Innovative tools and features to boost productivity and efficiency.

What’s New for DPW Customers

• User-Friendly Interface: The new billing portal features a new design that allows the user to easily update information, set preferences, make payments, and manage/monitor their water usage. Utility bills also have a new look.
• New Innovative Dashboard: The portal dashboard allows customers to access due balances and update contact information easily.
• QR Code: A QR code has been added to the bill which can be scanned and will take you to the new online Customer Self-Service portal.
• Ability to Manage Communication Preferences: Customers can change their communication preferences on the settings page in the Customer Self-Service portal.
• Delegation: Customers can designate access to other people who can then access the account and conduct business on their behalf.
• Enhanced Account Viewing: Customers can view all associated accounts of the owner including both owned and delegated accounts.

While the Department of Public Works (DPW) works diligently to modernize and upgrade the water billing system, it wants to remind customers of a few key dates. These dates are crucial to ensure a smooth transition and continued service. Please stay informed by noting the following:

On June 12 – 17, DPW customers will notice a message that the Customer Self-Service portal is down.

However, you can still pay your water bills using one of the following options:

• In-person at 200 N. Holiday Street, Baltimore, MD. 21202 from 8:30 a.m. to 4:30 p.m.
• By mail using the returned envelope in your billing statement at Baltimore City Department of Public Works, 200 N. Holiday Street, Baltimore, MD. 21202
• Online at City Payment Site
• Via phone at 866-377-0765 – 24-hour phone service is available.

On June 17, the portal will go live and become available for customer use.

The newly designed water bills will arrive in mailboxes starting the last week in June.

“DPW is committed to making substantial improvements to better serve our customers. The upgraded system will incorporate advanced safety features designed to protect sensitive customer data, significantly reducing the risk of data breaches, and enhancing the overall customer experience,” said Acting Director Khalil Zaied. “Transparency is a key part of our mission. We are dedicated to providing you with all the information you need to make informed decisions about your water usage. With this knowledge at your fingertips, you can explore practical ways to conserve water and reduce your bills. Our goal is to empower our customers with the tools and information necessary to manage their water resources efficiently."

The newly designed customer portal has several new features including the ability to view payment history and consumption information, view past billing statements, and view and pay multiple accounts at once. Customers can also sign up for paperless billing.

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