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1. What do I need to do?

You'll use the new account and customer numbers on your paper bill to create an online profile.  Start the process at www.cogs.us/epay.

2. Which bills does this include?

All utility bills issued by the City are getting upgraded to the new billing system, this includes water/sewer, electric, and existing downtown trash accounts.  Once the Pay as You Throw trash and recycling system is in place, those will also be issued through this system. 

3. How can I make payments?

Payments may be made online, by mail, via automated phone service, in person, and at the drop boxes at City Hill.  Customers may also pay via direct debit (automatic) payments at no additional charge.

• To access our online features, you'll need to create a profile and link utility accounts.  Visit www.cogs.us/epay to get started.
  • You will need the customer and account numbers from your paper bill to link accounts to your profile.
• To pay via automated phone system, please call 877-857-4910.

Note that, as with our prior billing system, there are additional fees for all card, e-check and automated phone system payments.

4. Is the electric service charge on my bill a new fee?

Electric service charges were always included in the total amount billed for electricity in our old billing system.  Fortunately, our new billing system allows us to be more transparent with the cost of service, which is why you see the charge split out.

You can confirm this for yourself by looking at your May 2023 electric bill.  This is the bill from the last month bills were generated in the old billing system.  Take your total bill amount, subtract the service charge as shown below, then divide that number by the appropriate price per kilowatt hour.  The result will match the amount of electricity used (billed) for the month.  

RESIDENTIAL ELECTRIC

• Service charge = $20.00
• Rate per kilowatt hour = $ 0.1088 

SMALL COMMERCIAL BUSINESS ELECTRIC

• Service charge = $25.00
• Rate per kilowatt hour = $ 0.1155

LARGE COMMERCIAL/INDUSTRIAL BUSINESS ELECTRIC

• Service charge = $60.00
• Rate per kilowatt hour = $ 0.1127

5. What new features will be available and why is this change happening?

In this new system, customers will be able to make online payments, view payment and usage history, and opt-in to electronic bills (paperless billing). This change will help us modernize and streamline the utility billing process, including billing, collections, and transparency. Most notably, the updated bill format, online portal and payment process gives customers an improved and more convenient user experience.

6. What if I am already enrolled in auto-pay (direct debit or ACH/EFT)?

Existing auto-pay (direct debit or ACH/EFT) customers will continue to enjoy automatic bill payment in the new system.  

Those wishing to enroll in auto-pay or modify bank information may do so in their online customer portal.  Login or create an online profile at www.cogs.us/epay. 

7. What are the changes to fees?

There are three fee changes associated with this update.

1. Paper bill fee:  There will be a monthly $2.00 fee per bill on paper bills.  To avoid this fee, customers will need to set up an online profile AND enroll in paperless statements by changing their delivery preferences in the online portal.  This fee is temporarily waived for the June and July utility bills to allow customers time to set up paperless billing.
2. Convenience fee on credit card charges: The percentage charged for these transactions has changed.  Our new payment processor assesses 3.5% of the transaction amount for a credit card charge (minimum of $2.50).   
3. Convenience fee on e-checks: The flat fee for e-checks has changed.  Our new payment processor assesses flat $1.95 fee per e-check.

Passing through transaction fees charged by third party payment processors on credit/debit card and e-check payments, like those mentioned above, is a typical practice of government entities that offer ways to pay without incurring additional fees, such as cash, check, or automatic withdrawals from customer bank accounts.  This is so that all customers are not paying to subsidize the payment preferences of those who pay with a card or e-check.

Transaction fees can be avoided by adjusting billing and payment preferences.  If you need assistance with this, please reach out - we're happy to help!

• Phone: 970-384-6455
• Email: utilities@cogs.us
• Physical Address: 101 W. 8^th Street, Glenwood Springs, CO 81601
• Mailing Address: PO Box 458, Glenwood Springs, CO 81602
• Regular business hours are Mondays through Thursdays, 7:30 a.m. to 5:30 p.m. City Hall is closed Fridays.

8. What if I don't want to setup an online profile?

Customers who pay via cash, physical check, direct debit (automatic) payments or phone payment do not need to create an online profile.  

Please note that e-mail bill delivery is now available.  A $2 paper billing fee per each utility account will be assessed.  This fee is temporarily waived for the June and July utility bills to allow customers time to set up paperless billing.  You may request e-mail delivery without creating an online profile by sending an e-mail to utilities@cogs.us or by calling 970-384-6455.

9. How do I setup an online profile?

To set up your online profile, you’ll need an email address and your account and customer numbers from your utility bill for each account you want to link.  Customers may link multiple electric and/or water accounts under the same profile.

1. Go to cogs.us/ePay and Select Customer Self Service.
2. At the bottom of the next screen, where it says, “Don’t have an account?”, select “Sign up”.
3. Enter email address, set a password, and enter your name, then select “Sign up”.
4. You will receive a verification email from Community Access Identity <noreply@identity.tylerportico.com>.
5. Select “Activate account” in the verification email.
6. Login using the email and password set on the previous setup page.

Next, you’ll link your utility accounts.  Please note that account numbers have changed for all existing customers - use the numbers found on your bill this month.  Bills for each account will have a new combination of account and customer numbers.  Customers with multiple accounts will complete the following steps to link each account to their profile.

1. Select “Utility Billing”.
2. Enter your account number and customer ID as found on your latest utility bill.  Select “Search”.
3. Verify the service address, then select the account number.
4. At the top left of the page, select “Link to Account”.
5. To add more accounts, select “New Search” in the left menu.
6. To enroll in paperless statements, select “Account Summary” under “Utility Billing”.  Then, select “Bill Delivery Preferences”.  Use the drop-down menu to select Email then select update.

Once your accounts are linked, you can also set up automatic payments, view usage and billing history, make service requests, and more.

10. What do I do if I need help?

Please reach out with any questions or for assistance.

• Phone: 970-384-6455
• Email: utilities@cogs.us
• Physical Address: 101 W. 8th Street, Glenwood Springs, CO 81601
• Mailing Address: PO Box 458, Glenwood Springs, CO 81602
• Regular business hours are Mondays through Thursdays, 7:30 a.m. to 5:30 p.m. City Hall is closed Fridays.

The computer next to the Utility Billing/Finance Department desk in City Hall will be available during business hours for customers to set up an online profile.