Siloam Springs will return to its previous utility billing software vendor, Caselle, after months of unresolved issues with its current provider, BS&A Technologies. The decision, made by the Siloam Springs Board of Directors on May 5, comes after residents and city staff raised repeated concerns about billing errors, processing delays, and unexpected fees.
The city initially switched to BS&A in early 2025, aiming to modernize its utility billing system. However, the transition quickly led to complications. Residents reported being charged multiple fees for single transactions, while others experienced delays in payment processing that affected their utility accounts. City staff also noted inconsistencies in the software’s reporting capabilities, which complicated reconciliation and customer service efforts.
Larry Kenemore, a Siloam Springs resident, addressed the board during its May 5 meeting, citing specific issues with BS&A’s fee structure. According to Kenemore, payments processed through BS&A were subject to redundant charges, including multiple convenience fees for a single online transaction. His comments echoed broader concerns from the community, which had grown frustrated with the lack of timely fixes from the vendor.
Interim City Administrator Scott Burris confirmed that the board voted to terminate the contract with BS&A and approve a new agreement with Caselle, the vendor Siloam Springs used prior to 2025. Burris said all city departments will transition back to Caselle’s platform, though a timeline for the switch has not yet been finalized.
“We’re working with Caselle to ensure a smooth transition and minimal disruption to residents,” Burris said. “The board felt it was in the city’s best interest to return to a system that has proven reliable.”
In a statement, BS&A acknowledged receiving feedback from Siloam Springs but said it had been working to resolve the issues. The company noted that many of the concerns were related to the city’s configuration of the software rather than the platform itself. However, city officials said the problems persisted despite multiple attempts to correct them.
Siloam Springs is not the first Arkansas municipality to experience difficulties with BS&A’s utility billing system. The company has faced similar complaints from other cities in the state, including issues with integration, customer support response times, and fee transparency. In contrast, Caselle has maintained a longer-standing relationship with several Arkansas cities and has generally received fewer complaints.
The return to Caselle will involve retraining city staff and migrating customer data, a process Burris said could take several weeks. During the transition, residents are advised to continue making payments through existing channels, whether online, by mail, or in person at City Hall. The city plans to send out a notification to utility customers once the switch is complete, along with instructions for accessing their accounts through the updated system.
Some residents expressed relief at the board’s decision. “It’s been frustrating trying to figure out why my bill doubled after I paid on time,” said Jennifer Mize, a utility customer in Siloam Springs. “I’m hopeful this change will bring more consistency.”
City officials emphasized that the decision was not made lightly. The board reviewed feedback from staff and the public over several months before taking action. Minutes from previous meetings show that staff had raised concerns about BS&A’s responsiveness as early as late 2025, but the issues were not fully resolved before the contract termination.
The cost of returning to Caselle has not yet been disclosed, though Burris said the city expects the transition to be more cost-effective in the long term due to reduced support needs and fewer billing discrepancies. The previous contract with Caselle was valued at approximately $60,000 annually, according to city records.
For now, Siloam Springs residents can contact City Hall at (479) 549-8200 for questions about utility billing or to report account discrepancies.
Source: NWA Democrat Gazette
