City of Hamilton Utility Services Modernization

This report details the City of Hamilton's transition to the SpryPoint platform for water services billing. The initiative marks a significant step towards modernizing utility operations, aimed at improving transparency and customer experience for over 500,000 residents. The project was initiated after Alectra Utilities ceased its billing services, prompting Hamilton to bring operations in-house. After a thorough evaluation, SpryPoint was selected to implement a cloud-based Customer Information System and customer engagement platform. The go-live on April 13, 2026, was executed without customer disruption. The modernization aligns with the City’s strategic framework, focusing on enhanced accountability and environmental stewardship. The new system provides residents real-time access to their utility information while streamlining operations for City staff. With improved billing accuracy and integrated tools, the City aims to foster trust and efficiency, ultimately supporting a data-driven approach to service delivery and decision-making.