FAQ - New Customer Information System
A Customer Information System (CIS) manages account, consumption and billing data, and provides a single solution for tracking all customer contacts. A CIS is critical to maintaining a positive customer experience while allowing the utility to implement more complex rate structures.
DC Water’s current customer information system has been in place since 2001. Change management is expensive to implement, and we wish to provide our customers more contemporary features and services in the future. Our new system will be customer-friendly, convenient and offer more functionality and security for our customers.
DC Water customers will experience a brand new web portal at mydcwater.dcwater.com and mobile app, which will offer new, more secure, and easy-to-use services for paying your bill and understanding your water usage.
Beginning, July 17, 2017, property owners will be required to validate property ownership and create a new User ID at mydcwater.dcwater.com. Tenants will not have the ability to create a User ID until early 2018, when DC Water fully implements its customer information system. At that time, both property owners and tenants will have the ability to create a User ID, with the owner’s approval.
Property owners who create a User ID at mydcwater.dcwater.com will enjoy the added security and benefits of a new web portal, including:
- Bill delivery options, including paperless billing
- A variety of bill payment options, including auto-pay
- A view of historical and current water usage
Beginning in July– as DC Water begins transitioning to the new customer information system – only property owners can create a new User ID at mydcwater.dcwater.com. When the full system is deployed in early 2018, tenants will have the ability (with property owner approval) to create an online User ID.
Beginning July 17, 2017
Beginning July 17, 2017, DC Water will initially limit the ability to create a User ID to property owners.
In early 2018, tenants will have the ability to create a User ID, with the property owner’s approval.
Yes. Tenants can continue to make one-time payments at mydcwater.dcwater.com, in addition by phone at 202-354-3600 or by mail. For a full list of payment options, please see below.
No, customer account numbers will remain the same.
New property owners can register to create a new User ID by visiting mydcwater.dcwater.com.
Important Notice – Between June 16 and July 16, 2017, property owners will be unable to create new User IDs or enroll in paperless billing. Please visit mydcwater.dcwater.com any time after July 16, 2017 to create a new User ID and begin enjoying the convenience of our flexible payment options, paperless billing and auto-pay. For questions about your account or to pay your bill, please call DC Water Customer Service at 202-354-3600.
Yes. Beginning, July 17, 2017 all property owners enrolled in auto-pay must re-enroll in auto-pay. If property owners fail to re-enroll in auto-pay before November 1, 2017, auto-pay information will be deactivated, and payments will need to be made via phone or mail until the account is re-enrolled in auto-pay.
Beginning July 17, 2017 – as DC Water transitions to a new customer information system – all customers enrolled in paperless billing will begin receiving a paper bill. Property owners-only can re-enroll in paperless billing at mydcwater.dcwater.com any time after July 17, 2017.
Please note: Beginning July 17, 2017, when property owners re-enroll in paperless billing, please be advised that only the property owner will begin receiving the paperless bill. Property owners will be responsible for forwarding paperless bills to any third parties who you wish to pay the bill. However, beginning in early 2018, owners will then have ability to add third parties to begin receiving paperless bills.
Property owners should update their mailing address prior to July 17, 2017 to ensure they begin receiving a paper bill.
You can create a new online User ID by visiting mydcwater.dcwater.com and clicking Register Now. Property owners will be required to provide the account number and verify ownership of the account.
Online – Bill Pay
Customer’s personal bank website
Check or Money Order
District of Columbia Water and Sewer Authority
Customer Service Department
P.O. Box 97200
Washington, DC 20090
One-time e-Check or Credit Card
Visit www.global-express.net/storelocator to find authorized locations. Over 150 locations in MD, VA and DC.
No. Your DC Water customer account number will remain the same and bank payments will remain unaffected by these changes.
The new mydcwater.dcwater.com portal will allow property owners to link multiple accounts (properties) to the same User ID; each account will need to be re-enrolled in paperless billing and autopay.