City of Tacoma Investing in New Technology to Enhance Customer Service
Washingtoner/10309117

~ Tacoma, WA - The City of Tacoma has announced a major upgrade to its core business and financial software system in an effort to better serve its residents, businesses, and customers. This upgrade is a crucial step towards equipping the city with more efficient and effective tools.

To ensure a smooth transition to the new system, two planned customer service outages have been scheduled for November. The first outage will take place on November 8, 2025 from 7 a.m. to 8 p.m., while the second outage will begin on November 20, 2025 at 6 p.m. and end on November 24, 2025 at 6 a.m.

During these outages, key systems such as online payment portals and customer account services will be temporarily unavailable. As a result, residents and businesses are strongly advised to plan ahead for any City payments that may be due during or immediately after the extended outage period. It is important to note that autopayments scheduled during this time will be processed on the following business day.

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Several public-facing services will also be offline during the scheduled outages. This includes the TPU MyAccount Portal for Tacoma Public Utilities and Environmental Services customers, which will be inaccessible for making payments, checking account balances, extending due dates or setting up budget billing. Additionally, bill reminders and outage notifications will be paused.

Customer service phone lines for TPU and Environmental Services will also be closed on November 21, 2025 for all-staff training on the new system. However, check payments can still be left in the secure TPU drop box at 3628 S.35th Street and will be processed on November 24th. Voicemails left for Environmental Services regarding Solid Waste, Wastewater or Stormwater utilities will also be returned on November 24th.

Furthermore, the City's online payment portal and automated telephone payment system for non-utility accounts, such as business licenses, will be unavailable during the outages. Businesses and vendors who work with the City will also be unable to upload or approve invoices through the Ariba system.

The City of Tacoma acknowledges and appreciates the community's patience and understanding as it works towards improving its core operations. For the latest updates on the outages, residents and businesses are encouraged to visit tacoma.gov/systemoutage.

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