Ever looked at a City of Tyler utility bill and wondered what “SW Automated Res” was?  

Many people did. That feedback prompted Tyler officials to evaluate the structure and wording of the monthly utility bills. The new design will launch in early 2026 and uses simplified wording, removes jargon, and makes it clear what each fee goes toward.   

“What Tyler residents commonly call a water bill actually encompasses four utilities: water, wastewater, stormwater (drainage) and trash service,” said Chris Cambra, Water Business Office manager. “So, it’s not surprising that members of our community were confused at seeing ‘SW Automated Res’ as a line item on their bills. It stood for ‘Solid Waste Automated Residential,’ which is your biweekly trash service. Now, it’s simply labeled as trash service.”  

A clear layout 
The new design separates charges by service so customers can see the base rate and usage for each utility. A separate section will list out “other fees and services,” such as late payments, bulky trash pick-up, mandatory state fees, and more. A QR code has also been added for quick smartphone payments. 

“Each line item on your bill goes to a specific fund that can’t be used for anything else,” said City Manager Ed Broussard. “Our water and solid waste services operate like businesses and do not use property tax dollars. When you pay your utility bill, you are funding the maintenance of the critical infrastructure we all rely on as well as improvements that will keep them viable for you and your family in the future.” 

The back of the bill will also include a glossary of the most common charges, with a full list available on the City’s website. 

How the redesign began 

Public concerns about bill clarity and water meter accuracy spurred the redesign effort. In 2024, the City discovered 12,000 water meters were not registering water usage or failing to communicate to the Water Business Office. As the meters were upgraded to track usage accurately, a scheduled rate increase took effect, leading to confusion within the community. 

To help, the City of Tyler hosted after-hours, science-fair-style meetings in each Council district where residents met with Council members and staff to review bills, ask questions, and offer suggestions. The final version reflects that feedback. 

“This effort started from the feedback of one person,” Cambra said. “They had some great suggestions on how to make the document easier to understand, and we took that feedback to heart. We created a mock-up design and brought it to the public water meetings, where we got more suggestions and feedback until we landed on a final version.”  

More improvements on the way 

Cambra said his goal is for his office to be a community partner, and they’ve taken the feedback they’ve received and turned it into action. Multiple projects are in the works to improve customers’ user experiences.   

The City is evaluating technology upgrades that will expand how customers can pay their bills and manage their accounts, both online and in person. These upgrades are still being finalized, and more information will be shared once details are confirmed. 

“We are working toward the largest technology upgrade in more than a decade for Tyler customers,” Cambra said. “We have customers of all ages and from all walks of life, and we want them to interact with us in whatever way works best for them, whether that's online, by phone, or in person, and have a great experience every time.”

To view the redesigned bill, go to New Utility Bill Design.