The Sewerage and Water Board of New Orleans (SWBNO) has launched a new online account platform to improve the customer experience. It’s part of the utility’s broader efforts to modernize its systems and become more transparent about its billing services.

The platform launched on November 15 and includes account management tools that allow customers to easily pay their bills online, link multiple accounts to a single profile for easier management, access past billing and to sign up for water and construction outage alerts. Additionally, the system provides water consumption and account information to customers at any time, meaning they can get their questions answered without having to wait for a customer service representative.

The new online platform is part of SWBNO’s ongoing project to install smart meters throughout New Orleans. Smart meters use advanced, proven technology to automatically collect water usage data and send it to SWBNO’s billing system.

Customers do not currently need to have a smart meter to access and use the online platform, although those with smart meters can use additional features that allow them to access their water consumption data anytime, anywhere, better understand their property’s water consumption habits, learn how water consumption impacts their bills, detect water leaks on time and set up alerts personalized to manage budgeting. The utility plans to have all residential smart meters installed by the end of 2025.

“This new online platform is an important step toward rebuilding trust with our customers,” said Ghassan Korban, Executive Director of SWBNO. “Giving customers real-time access to their water usage data helps them understand their usage and manage their budgets. This transparency ensures our customers’ bills are accurate and consistent.”

As part of the launch of the new platform, SWBNO customers will need to take steps to ensure they are able to pay their bills online and monitor their usage.

Here are some answers to common customer questions:

What has changed with my online SWBNO account?

All customers will need to create a new online account at https://myaccount.swbno.org. The new system is not connected to the old profiles and, to protect customer data, previous login credentials and payment information have not been transferred to the new system. When customers create a new account, they can select any login ID as long as it meets the system requirements.

To pay bills online or restart AutoPay and paperless billing preferences, customers must activate their new account, add their payment information, and re-enable these settings.

What are the steps to create a new online account?

• Visit https://myaccount.swbno.orgor click on “My Account” on www.swbno.org.
• Select “Create Profile”.
• Fill out the form. You will need your account number, last name or company name (as it appears on your invoice), service address (property number only), and your preferred email address . All this information can be found on your last invoice.
• Enter your preferred email address.
• Select any username and password that meets the requirements. It does not need to match your previous login information.
• Click Submit. You will be prompted to log in to your new account.

What should I do if I have multiple SWBNO accounts?

Customers can combine multiple accounts on a single online profile page to manage them from one place, instead of logging into multiple different accounts. A tutorial video is available on https://www.youtube.com/watch?v=3zHqb1Ng-Cg.

To navigate between different accounts, follow the steps below:

• Log in to your account at https://account.swbno.org.
• Click “Profile” in the left menu.
• Click “Account Settings”.
• Scroll down to “Add Account”.
• Complete the form by adding your account number and your last name or company name (as it appears on your invoice).
• Click “Save”.
• Any accounts you add should be available in the drop-down menu under “Account” in the upper left corner of the page.

What is the link between my new online account and the new smart meters?

The new smart meters will automatically send water usage information to SWBNO and each customer’s new online account. This means customers will have their water usage and account information at their fingertips, giving them more control over their water usage and ultimately their monthly bill.

Anyone can immediately create a new customer account, even if they are waiting for a smart meter to be installed. Although the full range of online features will be available once the smart meter is installed and has collected approximately six months of data, customers will still be able to enjoy the convenience of paying their bills online, accessing reading data metering and billing, and to receive important messages from SWBNO. Learn more about smart meters at www.swbno.org/Projects/SmartMetering.