Over the past couple of years, a portion of our customers have requested the ability to manage their accounts online. In response, the Service Authority recently debuted Customer Self Service (CSS). This new option allows customers to view and pay their monthly bills as well as account and consumption history online, including several other helpful and time-saving features. Customers can request service, disconnect service or apply for a payment plan without even having to speak directly to a Customer Service Representative.

Customers who wish to support the environment and “Go Green” can select our e-bill feature, which sends customers an email notification when their Service Authority bill is ready to be viewed. In addition, customers can now pay their Service Authority utility bill online via e-check, debit or credit card. Customers can still make credit card payments, and debit card payments now as well, over the phone by dialing 1-87-PAYPWCSA (1-877-297-9272).

Transaction/convenience fees for electronic payments are charged by a third-party electronic payment processor. These fees are not charged or collected by the Service Authority.

“Some customers have asked why they have to pay a convenience fee. Unfortunately, because we are not-for-profit, we cannot build these charges into our rates since customers who do not use this service would be subsidizing the cost of those who do,” said Astrid Nelson, Director of Finance. “However, we worked diligently to find a new payment vendor that could offer a variety of payment choices at lower rates. With our new payment vendor, Link2gov, the Authority was able to reduce the credit card transaction fee by almost 50% to $2.60, which is the lowest un-subsidized rate we could find in the area,” Nelson added.

Payment by electronic check (e-check) is a free service. The Service Authority hopes these additional payment options and reduced fees provide greater convenience and an even higher quality of service to our customers.

Another great feature of CSS is the ability for customers to view their consumption history in a bar graph format. The graph illustrates 12-13 months of previously billed consumption per thousands of gallons (T-gals). This can help customers manage their water consumption and track seasonal trends. Customers are able to easily download the consumption graph in Microsoft Excel format if they prefer.

Customers who wish to take advantage of these new and exciting features can visit our website at
www.pwcsa.org and click on the Customer Self Service button to create a new online account. In order to set up an online account, though, customers will need their most recent bill.

Customers can contact the Customer Service Department at 703-335-7950 during normal business hours if they need assistance establishing their online account or need to provide updated information. Our friendly, helpful and knowledgeable Customer Service Representatives are experts on the CSS function and will be happy to help guide customers through the registration process.

by Paula Dozier, Assistant Customer Service Manager

the Pipeline - Volume 3, Issue 1