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BWL Upgrades Customer Experience with New Customer Portal, Redesigned Bill

Jun 2, 2021 8:45 AM

The Lansing Board of Water & Light (BWL) has implemented a new secure and user-friendly online customer portal, and has redesigned its utility bill to upgrade the customer experience.

The new customer portal has several new features including the ability to view payment history and consumption information, view past billing statements, and view and pay multiple accounts at once. Customers can sign up for paperless billing, register for automatic payment, elect to receive various automated emails and text messages, and donate to Pennies for Power, which is a convenient way for BWL customers to help families in need in the Lansing area pay their utility bills. Customers will now have the option to pay their bills online by using the “Pay Now” feature. Online payments can be made by credit card, debit card or eCheck. BWL customer bills have also been upgraded with a new layout that includes easy to read graphs and utility consumption details.

Additionally, all credit card payments up to $3,000 made online, over the phone or at a kiosk can now be made without a convenience fee.

“We’re excited about these changes, and they reflect our continual commitment to becoming the Utility of the Future by providing superior customer service,” said BWL General Manager Dick Peffley. “We recognize customers want flexibility, accessibility, convenience and a user-friendly experience without sacrificing security. These new features deliver all of that.”

BWL has also implemented a new automated phone payment system with features such as quick account balance review and several payment options with an easy-to-use automated call system.

The upgraded billing system requires that a new account number be issued to every BWL customer. The new account number will be provided on the first upgraded bill, which will be printed and mailed beginning in June. Once customers receive their first bill in the mail, they will be able to register for the online customer portal and other online bill management options.

For more information on these billing upgrades, to preview the new bills and to watch a video showcasing the new customer portal, visit

Media Contacts

Lansing Board of Water & Light

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