In 2013, the City of Cedar Hill implemented advanced water meter technology, allowing the City to significantly improve service delivery by providing more accurate, complete billing, detailed consumption data and empowering Cedar Hill’s utility customers with tools to actively manage their water costs and be good stewards of water resources. As part of that transition, the City partnered with a third party vendor, FATHOM, for billing services.
Over the past year, FATHOM’s level of service delivery declined, and although billing continues to be accurate, up to 10% of customers have experienced delayed billing due to these service issues. In November, the City of Cedar Hill received notification from FATHOM that they will be going out of business. They have communicated all contracted services would likely discontinue as early as the end of November 2019.
The City is currently evaluating options to transition from FATHOM with a plan that would minimize any adverse impacts to customers and address existing service level issues. This transition is for a service contract and does not impact the physical meter infrastructure and underlying technology. The City of Cedar Hill will continue to provide modern meter and billing services where residents have the information needed to manage their water resources.