NHCRWA Springbrook Rollout FAQ

NHCRWA is transitioning to a new billing and customer information system. The system is provided by Springbrook. As part of this transition, NHCRWA will also begin using Xpress Bill Pay for emailed invoices/bills, billing and payment history, and electronic payment services.

Many groundwater customers with AMI meters will have their meters read automatically and will no longer need to report their pumpage each month. As NHCRWA continues to install AMI meters throughout its service area, some accounts will need to continue reporting their pumpage until their meter(s) can be upgraded to AMI.

This change is intended to modernize billing and meter reading, payment processing, and customer account management. The new system will provide a refreshed customer experience and improve billing operations. Features available through the new platform are expected to include online account access, electronic billing options, payment history, automated payments, and enhanced customer communications.

Please ensure NHCRWA has current contact information for your organization, including billing, operator, and meter-related contacts. You can update your information here https://nhcrwa-contact-update.pages.dev/

Please contact NHCRWA if you have questions regarding the billing system transition, account information, or implementation schedule. Specific contact information will be included in rollout communications.

It depends. One of the goals of the new billing system is to move away from the current self-reported meter reading process and utilize automated meter data and integrated billing workflows wherever possible. Not all customers have the meters installed that allow this, however. Xpress Bill Pay has developed a form for entering meter readings for these customers. These customers will receive additional guidance prior to the transition regarding any changes to meter data submission requirements.

The transition is currently planned to take effect in early 2027. NHCRWA will communicate the official transition date and implementation schedule directly to customers. The project team has been conducting data validation and testing before implementation to help ensure a smooth transition.

After the transition, bills will no longer be self-generated by each customer. Instead, bills will be generated and distributed electronically via Xpress Bill Pay. NHCRWA needs updated contact information for each water system. Please update contact information here.

Xpress Bill Pay is NHCRWA's new payment services platform. The system offers features such as online account access, full bill presentation, payment history, paperless billing, auto pay and stored payment information, and email notifications.

Customers will be able to use Xpress Bill Pay for online payments and account management. Additional payment options and instructions will be provided as implementation approaches.

Yes. All customers will need to establish an account with Xpress Bill Pay.

No. While an exact date has not yet been established, OPRS will be retired following this transition.

No. These credits will not change and have been transitioned to the new system.

The billing system transition itself does not change NHCRWA rates, fees, or credits. Any future rate adjustments would continue to occur through NHCRWA's established Rate Order and Pricing Policy processes.

Customers will be notified if any account information changes are required as part of the transition. NHCRWA will provide detailed instructions before rollout.

Unlike the current system, invoices are not generated immediately upon meter reading. NHCRWA needs accurate contact information from billing to be able to send monthly bills and other communications related to payments and billing. NHCRWA needs contact information from operations to be able to communicate about meter-related issues. Contacts from both functions are necessary to ensure meter reading and billing operate smoothly.