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November 14, 2019
For the past nearly 4 years, the City of Zephyrhills has contracted with FATHOM to operate the City’s utility billing system. The City received email notification from FATHOM this past Saturday, November 9, 2019, that they will be going out of business. The email stated, “Despite a massive effort this year, we [FATHOM] have not been able to secure an investment or additional debt to save our business.”
FATHOM hosted a webinar Tuesday morning with their clients (other cities) throughout the nation. FATHOM will discontinue all contracted services as early as the end of November 2019. We, as all the other clients, were astounded by this announcement. We are disappointed and frustrated that FATHOM representatives never warned any of their clients about this possibility, even though the City of Zephyrhills maintained regular communication with the company.
City leadership is committed to transparency and responsiveness to our citizenry. We are sharing this information with our customers as quickly as possible. We will continue to provide updates here on the City website as new information is made available. Please be patient and know updates will be provided as soon as possible.
Regarding account payments, customers are to continue making regularly scheduled payments on utility accounts. The revenues received through bill payments will continue to be received by the City of Zephyrhills, whether billed by FATHOM or not. You will see no interruption of service during this transition as long as payments are received. At some point in the near future you will simply notice the bill will no longer come from FATHOM. Again, do not stop paying your utility bills. We will make every effort to keep the same set due dates going forward.
We will continue to evaluate our options and develop a transition plan moving forward. Many citizens have voiced support for returning the billing operations back to Zephyrhills city staff. The City is exploring the option of once again performing utility customer service in-house. Again, further information will be coming soon.