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AmarilloBudget · Contracts · Debt

Storyline · 30 events · Jul 25, 2012 – Oct 8, 2026

Amarillo's utility billing transition and the 2026 billing crisis

The City replaced both its water meters (AMI smart meters: a consulting contract in July 2018, a 4% rate increase in the FY2019/20 budget to repay the financing, installation from 2021) and its utility billing software (enQuesta, contracted 2024, live March 31 2026). After go-live, 55,000+ customers received unusually high bills; the City commissioned a third-party audit due October 2026.

A storyline groups dated events in order. It is a chronology, not an argument; it does not say why anything happened. All storylines

  1. · Context

    About 62,000 of Amarillo's roughly 67,000 water meters are read by hand

    ABC 7 Amarillo reported that the City had roughly 67,000 water meters, of which about 4,500 were automatic readers and about 62,000 were read manually. The Director of Utilities said replacing every meter with an automatic system was not feasible at the time and that the cost would be in the millions of dollars.[1]

    • ✓ Verified

      In July 2012 Amarillo had roughly 67,000 water meters: about 4,500 automatic readers and about 62,000 read manually.[1]

      Meters total
      67,000
      Meters automatic
      4,500
      Meters manual
      62,000
    • ✓ Verified

      Emmett Autrey, Director of Utilities, City of Amarillo: Director of Utilities Emmett Autrey said the City was not ready to replace every meter with an automated system and that 'the cost would be in the millions of dollars.'[1]

  2. · Precursor

    Estimated water-meter readings during a meter-reader shortage (2015)

    In 2016, ABC 7 Amarillo reported that in 2015 a shortage of meter readers had led to complaints about estimated water bills. In October 2015 the same outlet reported that newly elected council members' late-June 2015 call for City Manager Jarrett Atkinson to resign came after concerns over water meter reading and the downtown catalyst project.[2][3]

    W. Jarrett Atkinson

    • Unverified

      ABC 7 Amarillo reported in September 2016 that in the prior year (2015) a shortage of meter readers had led to complaints about estimated bills. The exact months of the 2015 estimates were not given.[2]

    • ✓ Verified

      ABC 7 Amarillo reported that the late-June 2015 call for City Manager Jarrett Atkinson to resign followed concerns over water meter reading and the downtown catalyst project. Atkinson's later resignation letter gave no reason, and the City did not publicly tie his resignation to meter reading.[3]

  3. · Precursor

    Hillside Terrace customers report water bills of $300 to $700

    Customers in the Hillside Terrace neighborhood reported bills of $300 to $700, or bills that quadrupled from the prior month. The City said fewer than 1% of the 10,000 accounts in the district that includes Hillside Terrace were estimated in July and August. Finance Director Laura Storrs said all accessible meters were being read and explained the ACT (actual) and EST (estimated) codes printed on bills.[2]

    Laura Storrs

    • ✓ Verified

      Hillside Terrace customers reported water bills of $300 to $700, or bills that quadrupled from the previous month.[2]

      Bill low
      $300
      Bill high
      $700
    • ✓ Verified

      The City said fewer than 1% of the 10,000 accounts in the district that includes Hillside Terrace were estimated in July and August 2016.[2]

      Accounts in district
      10,000
      Estimated share
      1%
      Comparator
      less-than
    • ✓ Verified

      Laura Storrs, Finance Director, City of Amarillo: Finance Director Laura Storrs said 'All accessible meters are being read' and that a bill marked ACT reflects an actual reading while EST means the reading was estimated.[2]

  4. · Context

    Interim City Manager tells council the Hillside Terrace bills came from actual meter reads

    At a council meeting, Interim City Manager Terry Childers said the Hillside Terrace bills were based on read meters, not estimates. He said staff tested more than 15 meters and that neighborhood water use rose 33%, which he attributed to hot temperatures. Councilmember Randy Burkett questioned that explanation.[4]

    Terry L. Childers

    • ✓ Verified

      Terry Childers, Interim City Manager, City of Amarillo: Interim City Manager Terry Childers said 'these are read meters and not estimated meters,' that staff tested more than 15 meters, and that the neighborhood's water use rose 33%, which he attributed to hot temperatures.[4]

      Meters tested
      15
      Comparator
      greater-than
      Consumption increase
      33%
    • ✓ Verified

      Randy Burkett, City Council Member: Councilmember Randy Burkett questioned the heat explanation, saying his own bill had not risen and the increase was limited to one subdivision.[4]

  5. · Origin

    Council approves $110,000 Advanced Metering Infrastructure consulting contract with SL-serco

    On July 24, 2018 the City Council approved, on its consent agenda, a contract of up to $110,000 with SL-serco Inc. for Advanced Metering Infrastructure (AMI) consulting to complete the City's advanced metering planning. The agenda memo says the City held internal staff workshops on a new meter-reading technology, issued Request for Qualifications 01-18 in January 2018, and had about 80,000 water meters read manually with handheld devices. The consent items passed 4-0 with one councilmember absent. The contract and minutes do not mention a rate increase.[5][6]

    Ginger NelsonElaine HaysFreda PowellHoward SmithJonathan Gresham

    • ✓ Verified

      On July 24, 2018 the City Council approved consent item 1B, an Advanced Metering Infrastructure consulting contract with SL-serco, Inc. for $110,000.00, to complete the City's advanced metering planning. Mayor Nelson and Councilmembers Hays, Powell and Smith voted aye; Councilmember Sauer was absent; the vote was 4-0.[5][6]

      Amount
      $110,000
    • ✓ Verified

      The agenda packet says the City had approximately 80,000 water meters read manually with handheld devices, issued Request for Qualifications 01-18 (addenda through January 22, 2018; responses February 1, 2018), and funded the contract from project budget number 523297. The listed contact was the Assistant Director of Water Utilities.[6][5]

      Meters total
      80,000

  6. · Context

    All 70,000 City water meters still read manually; consultants study automated reading

    ABC 7 Amarillo reported that the City's roughly 70,000 water meters were all read manually and that consultants were studying whether automated reading would benefit Amarillo. Finance Director Laura Storrs said fully staffed crews read each accessible meter every month, so there were no estimated readings unless a meter was inaccessible.[7]

    Laura Storrs

    • ✓ Verified

      In October 2018 the City had about 70,000 water meters of varying ages, all read manually, and consultants were studying whether automated reading would benefit Amarillo.[7]

      Meters total
      70,000
    • ✓ Verified

      Laura Storrs, Finance Director, City of Amarillo: Finance Director Laura Storrs said 'fully staffed crews do go out and read each accessible meter every month, so there are no more estimated readings, unless the meter is inaccessible.'[7]

  7. · Context

    Consultants brief council on automated/advanced metering; cost estimated just under $30 million

    The December 18, 2018 council meeting included a presentation by consultants regarding automated/advanced metering infrastructure. The Amarillo Globe-News reported on December 27, 2018 that SL-serco had completed an automated metering case study, that the Finance Director put the overall cost at just under $30 million, and that the City would apply to the Texas Water Development Board for low-interest financing. The article does not mention a rate increase.[8][9]

    Laura StorrsJared Miller

    • ✓ Verified

      The December 18, 2018 council minutes list, as Item 1B, a presentation by consultants regarding automated/advanced metering infrastructure, without further detail.[8]

    • ✓ Verified

      Laura Storrs, Finance Director, City of Amarillo: The Amarillo Globe-News reported (December 27, 2018) that Finance Director Laura Storrs put the overall cost of the infrastructure, towers, software and meters at just under $30 million, and that the City would apply to the Texas Water Development Board for low-interest financing, with a council resolution to apply expected the next month and a loan-agreement resolution six to nine months later.[9]

      Amount
      $30,000,000
    • ✓ Verified

      No fetched 2018 source describes a water or sewer rate increase for AMI. The 2018 records found (the July 24, 2018 consulting award, the December 18, 2018 consultant presentation, the December 27, 2018 Globe-News report and the September 2018 FY2018/19 budget ordinance packet) cover planning and financing only. The earliest fetched City document linking a rate increase to AMI is the January 15, 2019 agenda memo.[5][6][8][9][10][11]

  8. · Precursor

    Council authorizes $29.5 million Texas Water Development Board loan application for AMI

    On January 15, 2019 the City Council passed Resolution No. 01-15-19-1, 5-0, authorizing a $29,500,000 loan application to the Texas Water Development Board for a city-wide AMI project replacing about 72,000 water meters. The agenda memo says the project would be funded by revenue bonds and that the City's 2019/20 water and sewer funding plan would include up to a 4.5% additional rate increase for debt service, upon loan approval, and for operating expense increases.[12][11]

    Floyd HartmanGinger NelsonElaine HaysFreda PowellHoward Smith

    • ✓ Verified

      On January 15, 2019 the City Council passed Resolution No. 01-15-19-1, requesting financial assistance from the Texas Water Development Board and authorizing a $29,500,000 loan application for a city-wide AMI project targeting about 72,000 water meters. The vote was 5-0.[12][11]

      Amount
      $29,500,000
    • ✓ Verified

      The January 15, 2019 agenda memo states the proposed project would be funded by issuance of revenue bonds, and that 'The City's 2019/20 Water and Sewer system funding plan would be to include up to 4.5% additional rate increase in the upcoming budget for the debt service upon approval of a loan for this project and recent and anticipated increases in operations expenses.' This was a planned figure, not an adopted rate.[11]

      Rate increase
      4.5%

  9. · Precursor

    Director of Utilities presents a proposed rate increase to fund AMI

    At a July 30, 2019 special council meeting on the 2019/20 budget, the Director of Utilities presented a proposed rate increase for funding the Advanced Meter Infrastructure (AMI), and the Assistant Director of Utilities presented a proposed water and sewer operating and maintenance rate increase. The minutes do not state the percentages and record no vote.[13]

    Jonathan GreshamLaura Storrs

    • ✓ Verified

      The July 30, 2019 special meeting minutes record that the Director of Utilities 'presented a proposed rate increase for funding the Advanced Meter Infrastructure (AMI)' and the Assistant Director of Utilities presented a proposed rate increase for water and sewer operating and maintenance rates. No percentage or vote is recorded.[13]

  10. · Precursor

    Council adopts FY2019/20 budget ordinance amending water and sewer rates, 4-1

    The City Council passed Ordinance No. 7811, adopting the FY2019/20 budget, on first reading September 17, 2019 and on second and final reading September 24, 2019, each 4-1 with Councilmember Elaine Hays voting no. The ordinance amends water and sewer rates in Chapters 18-2, 18-3 and 18-4 of the Municipal Code. The minutes do not mention AMI or state a water or sewer rate percentage.[14][15][16]

    Ginger NelsonElaine HaysFreda PowellHoward Smith

    • ✓ Verified

      Ordinance No. 7811, adopting the FY2019/20 budget, passed on first reading September 17, 2019 and on second and final reading September 24, 2019. Both votes were 4-1: Mayor Nelson and Councilmembers Powell, Sauer and Smith aye; Councilmember Hays no.[15][14]

    • ✓ Verified

      Elaine Hays, Councilmember, City of Amarillo: The September 17, 2019 minutes record that Councilmember Hays expressed opposition because of the timing of the increases across the board and said she would like to see them staggered incrementally.[15]

    • ✓ Verified

      The budget ordinance in the September 17, 2019 agenda packet amends the water rates in Section 18-2-57 and the wastewater rates in Sections 18-3-73 and 18-3-74 of the Municipal Code 'in accordance with the annual budget adopted for the Utility Division.' Neither the ordinance text nor the September 17 and 24 minutes mention AMI or state a percentage increase.[16][15][14]

  11. · Origin

    FY2019/20 budget includes a 7% water and sewer rate increase, 4% of it for automated metering

    The City's adopted FY2019/20 budget (October 1, 2019 - September 30, 2020) included a 7% water and sewer rate increase: 4% to support a $29.5 million bond issue for the Advanced Metering Infrastructure (AMI) project and 3% for operations and maintenance. The budget book says the City paused year four of its five-year Water & Sewer capital program to fund AMI and expected Texas Water Development Board financing, for which it applied in 2019. The budget was adopted 4-1. A 2022 news report quotes the Director of Utilities placing the AMI-related 4% increase in October 2021; the timing difference is recorded as variants.[17][18]

    Ginger NelsonElaine Hays

    • ✓ Verified

      The FY2019/20 budget book states the budget includes a 7% water and sewer rate increase, of which 4% funds a debt issuance for the Advanced Metering Infrastructure (AMI) project (radio-read meters and supporting infrastructure) and 3% is a general operations and maintenance increase.[17]

      Rate increase
      7%
      Ami share
      4%
      Om share
      3%
    • ✓ Verified

      The FY2019/20 budget lists capital project 530044, Advanced Metering Infrastructure, at $29,506,375, with anticipated funding through the Texas Water Development Board. It states the City applied for TWDB funding for the AMI project during 2019 and was awaiting approval.[17]

      Amount
      $29,506,375
    • ✓ Verified

      The budget book states the City paused year four of its five-year, roughly $140 million Water & Sewer capital program (funded by annual 3% increases begun in 2016/17) to implement AMI, and expected to resume it with a 3% increase in 2020/21.[17]

    • ✓ Verified

      The FY2019/20 budget's record vote lists Mayor Ginger Nelson and Councilmembers Freda Powell, Eddy Sauer and Howard Smith for adoption and Councilmember Elaine Hays against.[17][14]

    • ⚠ Sources differ

      Sources place the AMI-related 4% water and sewer increase in different years.

      Reported value 1[17]

      Date
      2019-10-01

      City budget book: the Council approved 'a 4% water and sewer fee increase effective October 1, 2019' for the $29.5 million AMI issuance

      Reported value 2[18]

      Date
      2021-10-01
      Date precision
      month

      NewsChannel10 (March 4, 2022) quoting the Director of Utilities: the four percent increase 'took effect last October'

    • ✓ Verified

      No dated 2019 news report on the AMI rate increase was found. Council minutes record a July 30, 2019 staff presentation of a proposed AMI rate increase and the 4-1 adoption of the FY2019/20 budget ordinance on September 24, 2019.[13][14][17]

  12. · Precursor

    Texas Water Development Board approves financing for automated water meters

    The Texas Water Development Board was scheduled to vote on February 13, 2020 on lending the City $28.5 million at a rate below 0.5%, to be repaid over 20 years, to install automated water meters. ABC 7 Amarillo reported on February 13 that the board granted the City $29.5 million for the meter upgrades, affecting about 72,000 customers, with construction scheduled to begin in October 2020.[19][20][21]

    Floyd Hartman

    • ⚠ Sources differ

      Reports give different amounts for the February 2020 Texas Water Development Board financing for automated meters.

      Reported value 1[19]

      Amount
      $28,500,000
      Rate
      0.5%
      Rate comparator
      less-than
      Term years
      20

      Loan amount the board was scheduled to vote on (per board documents cited by KFDA), repaid over 20 years

      Reported value 2[20]

      Amount
      $29,500,000

      Amount ABC 7 Amarillo reported the board granted for the meter upgrades

    • ✓ Verified

      The City said automated meters would let it read every meter each billing period, which it could not do manually; installation was to start in October 2020 and take about two years.[19][20]

    • ✓ Verified

      Floyd Hartman, Assistant City Manager for Development Services: Assistant City Manager Floyd Hartman said the City had 'aged meters out in our system that are beyond the life of the manufacturer's recommendations,' and that the new system would give customers live readings and alarms for unusual use or leaks.[21]

  13. · Context

    3% water and sewer increase takes effect; automated metering listed among funded projects

    NewsChannel10 reported that a 3% water and sewer increase took effect October 1, 2020, as the second-to-last year of a five-year plan funding about $28.5 million in capital projects, which it said included automated metering infrastructure. An Assistant City Manager said the radio-read meters would give customers more timely and accurate usage information.[22]

    Laura Storrs

    • ✓ Verified

      NewsChannel10 reported a 3% water and sewer increase starting October 1, 2020, the second-to-last year of a five-year plan funding about $28.5 million in capital projects that it said included a northeast interceptor, plant upgrades and automated metering infrastructure.[22]

      Rate increase
      3%
      Amount
      $28,500,000

  14. · Related development

    4% water/sewer rate increase to repay the AMI loan (reported as taking effect October 2021)

    A 4% increase on water and sewer bills takes effect, earmarked to repay the smart meter project financing. The City's FY2019/20 budget book instead states the AMI 4% increase took effect October 1, 2019.[18][17]

    • ⚠ Sources differ

      A 4% water/sewer rate increase was adopted to repay the smart-meter financing; sources differ on when it took effect.

      Reported value 1[17]

      Date
      2019-10-01

      City FY2019/20 budget book

      Reported value 2[18]

      Date
      2021-10-01
      Date precision
      month

      NewsChannel10 2022, quoting the Director of Utilities

  15. · Related development

    Council approves AMI smart water meter project (~70,000 meters)

    Amarillo approves replacement of more than 70,000 traditional water meters with Sensus iPERL smart meters, funded by a Texas Water Development Board Clean Water State Revolving Fund loan plus loan forgiveness. Smart meters record hourly usage and end estimated reads.[18][23]

    Jonathan GreshamSensusUtiliUse

    • ⚠ Sources differ

      The AMI smart-meter project's cost/financing is reported differently across sources.

      Reported value 1[23]

      Amount
      $27,000,000

      Construction/meter-replacement contract amount

      Reported value 2[18]

      Amount
      $29,500,000
      Loan forgiveness
      $1,000,000

      TWDB Clean Water SRF loan funding the project (plus $1M forgiveness)

    • ✓ Verified

      The project replaces more than 70,000 water meters with Sensus iPERL smart meters.[18]

      Meters
      70,000
      Comparator
      greater-than

  16. · Precursor

    Legacy (Tyler Technologies) billing upgrade causes a payment outage

    A Tyler Technologies software upgrade disrupts water-service payment processing. The City waives late fees and suspends auto-draft; customers must re-register their online portal accounts. Penalties resume January 3, 2023.[24]

    Tyler Technologies

    • ✓ Verified

      A December 2022 Tyler Technologies upgrade disrupted payment processing; the City waived late fees until January 3, 2023.[24]

  17. · Origin

    Council approves $6.99M enQuesta billing/CIS contract (10-year)

    Council approves a 10-year, $6,987,155 contract with Systems & Software for the enQuesta utility billing and customer information system, as part of a $17.8M spending agenda. Year-one implementation is $3,239,490.[25][26]

    Systems & Software (enQuesta)

    • ✓ Verified

      The enQuesta contract with Systems & Software is $6,987,155 over a 10-year term. Change Order No. 1 (September 23, 2025) added $240,480, for a revised total of $7,227,635.[25][26][27]

      Amount
      $6,987,155
      Term years
      10
    • ✓ Verified

      Year-one implementation of the enQuesta contract is $3,239,490.[25]

      Amount
      $3,239,490
    • ✓ Verified

      Payments to Systems & Software / enQuesta appear in the City's published check register during the 2025-2026 ramp to go-live.[28]

      See the payments in the check register →

  18. · Related development

    Council awards BerryDunn $679,100 for project management of the utility billing implementation

    Two weeks after awarding the enQuesta contract, the City Council approved, on its consent agenda (5-0), a $679,100 agreement with BerryDunn for project management services during implementation of the new utility billing and customer information system, funded from water and sewer revenues.[29][30]

    • ✓ Verified

      On August 27, 2024 the City Council approved, as consent item 8.J, a $679,100 agreement with BerryDunn for project management services during implementation of a new utility billing and customer information system (consumption portal), funded from water and sewer fund revenues. The consent agenda passed 5-0; only item 8.L was pulled.[29][30]

      Amount
      $679,100
    • ✓ Verified

      The check register records 57 payments to Berry Dunn McNeil and Parker LLC totaling $2,364,594.59 from July 15, 2022 to May 21, 2026. The register does not tie payments to a project.[28][29]

      Amount
      $2,364,595

      See the payments in the check register →

  19. · Context

    Council approves a $138,805 Can/Am Teller utility billing implementation project

    On its consent agenda (5-0) the City Council approved a Can/Am Technologies "Can/Am-Teller Utility Billing Implementation Project" for $138,805 plus $633 a month in recurring licensing, funded from water and sewer revenues.[31]

    • ✓ Verified

      On May 13, 2025 the City Council approved on its consent agenda (5-0) a Can/Am-Teller Utility Billing Implementation Project with Can/Am Technologies for $138,805, with additional monthly recurring licensing costs of $633, funded from water and sewer fund revenues.[31]

      Amount
      $138,805

  20. · Context

    Council adds almost $3 million to the AMI meter project; project reported 72% complete

    NewsChannel10 reported that the City Council added almost $3 million to the smart-meter project budget, which it described as $26 million, because more meters were needed than estimated in 2019. A City senior advisor said the project was about 72% complete and on time, with all meters to be replaced by the end of 2025.[32]

    Floyd Hartman

    • ✓ Verified

      NewsChannel10 reported on July 8, 2025 that the City Council added almost $3 million to the AMI project, described as budgeted at $26 million, because more meters were needed than estimated in 2019.[32]

    • ✓ Verified

      Floyd Hartman, Senior Advisor: Senior Advisor Floyd Hartman said the meter project was 'about 72% complete and on time'; the report said all water meters should be new automated models by the end of the year.[32]

  21. · Related development

    Council approves enQuesta change order moving go-live from November 3, 2025 to March 30, 2026

    The City Council approved Change Order No. 1 to the utility billing and customer information system contract with Systems and Software (enQuesta), extending the go-live date from November 3, 2025 to March 30, 2026. The change order added $240,480, bringing the total award to $7,227,635 (water and sewer fund). The item was removed from the consent agenda, presented by the Assistant City Manager/CIO and the Utility Billing Manager, and approved 5-0.[27]

    Rich GagnonLes SimpsonCole Stanley

    • ✓ Verified

      Change Order No. 1 to the Systems and Software (enQuesta) contract extended the go-live date from November 3, 2025 to March 30, 2026 and added $240,480 to the original $6,987,155 award, for a revised total of $7,227,635, funded from water and sewer fund revenues.[27]

      Amount
      $240,480
      Total
      $7,227,635
    • ✓ Verified

      The item was removed from the consent agenda; Assistant City Manager and CIO Rich Gagnon and the Utility Billing Manager presented it, and it passed 5-0 on a motion by Councilmember Les Simpson, seconded by Councilmember Don Tipps.[27]

    • ✓ Verified

      The minutes do not record the reason for the go-live extension.[27]

    • ✓ Verified

      The check register records 33 payments to Systems and Software totaling $3,817,808.71 from January 8, 2025 to May 7, 2026.[28]

      Amount
      $3,817,809

      See the payments in the check register →

  22. · Context

    Council extends utility bill printing and mailing contract through April 30, 2026

    On its consent agenda (5-0) the City Council approved a $72,615 extension of the utility billing printing and mailing contract with Variverge LLC through April 30, 2026. The item stated the extension was needed to go live with the new billing software and move to that software's internal printing vendor.[33]

    • ✓ Verified

      On February 10, 2026 the City Council approved on its consent agenda (5-0) a $72,615 extension of the printing and mailing services contract for utility billing with Variverge LLC through April 30, 2026; the item said the extension was 'necessary to allow the city to successfully go live with the new billing software and complete the transition to the software's internal printing vendor.'[33]

      Amount
      $72,615

  23. · Related development

    Council approves an $87,500 BerryDunn change order for the extended enQuesta timeline

    One week before go-live, the City Council approved on its consent agenda (5-0) Change Order No. 1 to BerryDunn's enQuesta implementation agreement, adding $87,500 in consulting hours and travel for the extended project timeline and go-live date and bringing the total award to $766,600 (water and sewer revenues, CIP #523818).[34]

    • ✓ Verified

      On March 24, 2026 the City Council approved on its consent agenda (5-0) Change Order No. 1 to BerryDunn's professional services agreement for enQuesta implementation, adding $87,500 for consulting hours and travel for 'extended project timeline and go-live date' and raising the total award from $679,100 to $766,600.[34]

      Amount
      $87,500
      Total
      $766,600

  24. Utility billing services go dark for the cutover

    Utility billing is unavailable March 26-30, 2026 (no phone, online, email, or in-person payments) to prepare for the new system.[35][36]

    Systems & Software (enQuesta)

  25. · Starting point

    enQuesta billing system goes live

    The new enQuesta billing system goes live. All customers receive new account numbers and must re-enroll in AutoPay/paperless; April bills are mailed.[35][37][36]

    Systems & Software (enQuesta)

    • ⚠ Sources differ

      The new billing system went live on March 31, 2026.

      Reported value 1[35][36][27]

      Date
      2026-03-31

      Actual go-live date (launch coverage + City page)

      Reported value 2[38]

      Date
      2026-04-01
      Date precision
      month

      Later council recaps referred loosely to 'the April transition'

  26. 55,000+ customers receive unusually high bills

    Following go-live, more than 55,000 customers receive larger-than-normal bills. The City launches a Utility Billing Assistance Form amid a surge of complaints about bills, usage, account access, and customer-service wait times.[37][39]

    Systems & Software (enQuesta)UtiliUse

    • ✓ Verified

      More than 55,000 customers received larger-than-normal bills after go-live.[38][37]

      Customers
      55,000
      Comparator
      greater-than

  27. Council approves $85K third-party audit of the billing system

    Council approves $85,000 for an independent third-party audit of the utility billing system, drawn from funds originally budgeted for system software.[40]

    • ✓ Verified

      Council approved $85,000 for an independent third-party audit of the billing system.[40]

      Amount
      $85,000

  28. Council receives billing update ahead of the audit report

    Staff update Council on the billing issues. Mayor Cole Stanley says the City has "identified several problems" but "not one consistent issue." Staff report some bills still do not mirror usual usage.[38]

    Cole Stanley

    • ✓ Verified

      Mayor Cole Stanley: As of the September 2026 update, the City reported 'several problems' but no single consistent cause.[38]

  29. Scheduled

    Third-party audit report expected

    The independent audit report is expected to be presented to Council in October 2026. As of October 8, 2026 the results had not been released; ABC 7 Amarillo reported they were expected later in October, and the October 13 council agenda did not list the audit.[38][41][42]

    • Pending

      The third-party audit will identify the root cause(s) of the billing discrepancies.[38]

  30. · Context

    Billing audit results not yet released; results expected later in October

    As of October 8, 2026, results of the $85,000 external audit of the utility billing system had not been released; ABC 7 Amarillo reported they were expected later in October. Councilmember Les Simpson said he shared residents' frustration and asked customers who believe their bills are wrong to send him copies with their 12-month usage history. The agenda posted for the October 13, 2026 council meeting does not list an item on the billing audit.[41][43][42]

    Les Simpson

    • Pending

      ABC 7 Amarillo reported on October 8, 2026 that the results of the $85,000 external utility billing audit had not been released and were expected later in October. The report did not name the audit firm.[41]

    • ✓ Verified

      Les Simpson, City Council Place 4: Councilmember Les Simpson said, "I'm frustrated because we don't seem to be getting answers now," asked residents who believe their bills are wrong to send him copies with their 12-month usage history, and said, "I don't think this is happening to all the citizens."[41]

    • ✓ Verified

      The Amarillo Tribune reported on September 30, 2026 that a consultant studying the City's water and wastewater rates was also reviewing an internal utility billing audit and was expected to report at an October council meeting.[43]

    • ✓ Verified

      The agenda posted October 7, 2026 for the October 13, 2026 City Council regular meeting lists a forensic audit update but no item on the utility billing audit.[42]

Related storylines: Amarillo's wastewater plants: failures, enforcement, expansion financing and rate increases (2022-2026)