Coppell to upgrade utility billing and permit payment systems

by SOURCE City of Coppell

Coppell—The city of Coppell is upgrading its enterprise software to provide increased security measures and better serve its customers. As a result, the utility billing Citizen Self-Service (CSS) portal, the secure payment kiosk, and the online portal to pay for city permits, plan reviews, and inspections will be unavailable on Thursday, Sept. 14, and Friday, Sept. 15.

Further, all utility customers who wish to pay their water bills online will be required to reset their password after the upgrade is complete.

While the upgrade is underway, utility customers will temporarily be unable to pay their water bills online or through the secure kiosk outside of Coppell Town Center. Payments may be made in person or via check, phone, or bank draft during this time. There will be no impact on new account turn-ons during the upgrade process, and the City of Coppell will not charge utility customers late payment penalties during this time.  

"Although utility bills are not due during this time, we know this is an inconvenience for our customers,” said Kim Tiehen, director of the city’s Strategic Financial Engagement Department, which includes the Utility Billing Division. “Because of this, we will not assess penalties for late payment during the month of September.”

Additionally, contractors, businesses, and residents seeking permits, plan reviews, or inspections will be unable to submit payment online during this time. Those wishing to pay for these services should visit the Town Center Annex, 265 Parkway Blvd., to pay in person while the upgrade is underway.

As a result of the upgrade, portal users will have access to the latest system features, and system-wide security will be enhanced. The upgraded capabilities include a more secure customer identity management system, along with single sign on and multi-factor authentication for users.

The upgrade will also allow for more uniformity across City of Coppell business functions, resulting in increased staff performance, productivity, and efficiency.

“Our systems are key to providing the highest level of service to our citizens,” Jerod Anderson, director of Enterprise Solutions for the City of Coppell, said. “Keeping them up to date is essential to being able to access the latest features the software has to offer.” 

For more information about the upgrade to the payment portals or to learn how to update your utility billing CSS portal password once the upgrade is complete, visit

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