Town receives demo of Neptune My360 consumer water portal; council probes costs and outreach

Madison Brickman of Core & Main gave Taos council a demo of the Neptune My360 consumer portal, showing residents a dashboard with account information, 30‑day usage and two years of historical data, hourly breakdowns to detect leaks, and customizable alerts for vacation or high usage. "So it'll show the past 30 days default on the dashboard," Brickman said, describing graphs, units selection and bilingual support.

The portal supports notifications (currently email; text messaging rolling out), multi-account linking, and payment integration with common vendors such as Tyler Technologies and NvoiceCloud. IT Director Bill Irvin told the council the town can brand the portal (town logo and DNS) and link it to the town’s billing system. "We can change the logo. So this will be on the utility side," Irvin said while describing configuration and user-management features.

Council members pressed on practical details: who will pay recurring fees, how quickly vendor support responds, and expected citizen sign‑up rates. Brickman said a recent utility that adopted My360 in January reached about 60% sign-up after active outreach, and that Core & Main has regional support staff. "We actually just implemented My360 at a utility at the beginning of this year... and they have about a 60% sign up already," she said. On support, Brickman said a regional team in Texas and New Mexico plus Neptune support will assist implementation.

On consumer cost, staff said the town will initially bear platform costs while the council considers whether to pass a modest fee to users. Council discussion referenced a possible small monthly consumer charge as a value-added service; staff said the town’s upcoming water and rate study and accompanying manuals will guide any final fee decision. Council also asked about outreach to seniors and others less comfortable with online tools; vendor and staff proposed in-office assistance, mailings and repeated notices to increase sign-ups.

The presentation closed with staff offering follow-up materials and implementation planning. The town will continue to vet integration with billing software and finalize a consumer‑fee policy after the water-rate study.