Tacoma: Planned System Outages in November 2025
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~ Tacoma City Upgrading Business and Financial Software System for Improved Efficiency and Customer Experience

The City of Tacoma has announced that it is currently in the process of upgrading its primary business and financial software system. This upgrade aims to enhance internal operations and support future scalability for the city. As a journalist, it is important to note that this project is primarily a technical upgrade that will move the city to a more modern operating platform. It will also include several finance enhancements and replace current call center technology.

According to city officials, this upgrade will not be visible to customers when they access their account portals. However, it is expected to greatly improve service efficiency and enhance the overall customer experience. The city has scheduled two periods in November when the system will be temporarily unavailable as the upgrades occur. These outages are necessary for a smooth transition and customers are advised to be prepared for them.

The first outage is scheduled for Saturday, November 8, 2025, from 7 a.m. to 8 p.m. The second outage will take place on Thursday, November 20, 2025, at 6 p.m. until Monday, November 24, 2025, at 6 a.m. During these outages, the city's primary business and financial systems as well as other key internal and external systems will be unavailable.

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Some of the systems that will be affected during these outages include Ariba, which businesses and vendors use to upload or approve invoices with the city. The Escrow Portal used by escrow companies to request or receive self-service escrow quotes for properties pending sale will also be unavailable.

Additionally, the City Payment Portal and automated telephone payment system (IVR) for non-utility accounts will not be accessible during these outages. Customers will not be able to check balances or make payments during this time.

For those who need assistance or have questions during the outage period, they can contact SAPNowPrgm@tacoma.gov. However, it is important to note that customer service for Tacoma Public Utilities and Environmental Services will be closed for training on the new system on Friday, November 21. Customers can still leave check payments in the TPU drop box at 3628 S. 35th Street, which will be processed on Monday, November 24. Voicemails left for Environmental Services regarding solid waste, wastewater, or stormwater utilities will be returned on Monday, November 24.

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Other systems that will be affected during the upgrade include GIS Systems used by Power, Water, and Environmental Services. These maps will not refresh during the upgrade and will remain static until after the downtime. TPU MyAccount, which is used by Tacoma Public Utilities and Environmental Services customers to make payments, check account balances, extend due dates or set up budget billing will also be unavailable.

Customers who use payment kiosks for utility bills or business licenses will also not be able to make payments during the outage period. Property owners and managers who use the Property Manager Self-Service Portal will also be unable to perform tenant move-ins or move-outs.

Lastly, TPU Interactive Voice Response (IVR) used by customers to report outages will still be accessible during this time. However, they will not be able to access account information or make payments through this system.

The city assures its residents that these upgrades are necessary for a more efficient and modern operating platform. They apologize for any inconvenience caused during these outages and encourage customers to plan accordingly. For more information or updates on the upgrade process, customers can visit the city's website or contact SAPNowPrgm@tacoma.gov for assistance.

Filed Under: Government, City
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