139 results found

1. 2023 User Summit-Refund with no credit balance

   This is what she wants: “I wanted to be able to cut a check to them if they did not have a credit balance and did not mean to pay. “ According to Matt, just doing a transaction reversal won’t allow you to do that. There are a number of transactions that have to happen, which is ludicrous, to be able to cut a check back to a customer. If you could AT LEAST get that process for me from them, they can use that in the interim until they find a better way to do that.

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2. 2023 User Summit- Final Billing

   Yes, I am not thrilled with how we are working final billing. I have my steps listed below for a Read In/Read Out example. If there is a better way that can be shared, that would be great! We may be doing it wrong. However, the main point I brought up is the user generated date driven refund list that could be incorrect. Just recently, a utility billing representative sent me a UMS Refund List Report that only included cycle 3 billing instead of all the final billing. Or, if the incorrect date period is listed, we could pay a customer twice or never pay a customer. These are the scenarios that worry me about the process.

   A) COMPLETING THE SERVICE ORDER AND FINAL BILL WIZARD
   Read Out Steps:
   1. Locate open Read Out SO from Elements
   2. Open SO by Task #
   3. Enter Location # into UMS
   o Current = Read Out
   o Waiting = Read In
   4. Select Current Account in UMS (always process current accounts first.)
   If two current customers exist for the same location/address, do not process. Inform Christina or Randi to correct.
   5. In Elements, check Read Out Service Order:
   o Confirm Scheduled Start and End Dates, along with Reading
   o Confirm Last Read and Last Read Date
   o Confirm Entered Read Date and Meter Reading
   *if any discrepancies in the above information, notify Manager before proceeding.
   6. In UMS: Select Move, Move Out, Final Bill Wizard opens.
   7. Click Next
   8. Address screen Mailing Address is correct, , click Next
   9. Services to be Disconnected, enter dates:
   o Final Bill Date = Date of Service Order for Read Out
   o Transaction Date = Date final bill is to be posted (following Tuesday)
   *If no billing is to occur, but account should be closed; select check box "Bill the customer for a zero amount."
   o Next Customer: drop down and select new customer.
   o Click Next
   10. Set Miscellaneous Fees: None, click Next.
   11. Deposit /Contracts: Click under Method, and in drop down menu select "Apply Deposit to Balance before Refunding"
   12. Open Service Orders, click Next
   13. Enter Readings: Confirm readings/dates are correct (Current and Prior)
   Do not change prior read or read date that is showing in the wizard because it will allow the final bill to capture usage and all other billed charges.
   14. Update current read with service order read for date of service order.
   15. Click Next
   16. Review Calculations: Confirm Dates with Manager for current period.
   o Due Date = 3 weeks after the following Wednesday
   o Optional Date = Two Additional Weeks When running all of bills.
   o Check Dollar Amount
   o To be looked into: *??Remove the autopay from customers account in final bill wizard??**
   o If correct, click Confirm Final Bill Amount
   o Click Next
   17. Final Bill Wizard Warning: Click Yes
   18. Final Bill completion, click Finish
   19. Close Detail
   20. Return to Service Order in Elements: Change Status from review to Complete, Save & Close
   21. Read Out Service Orders Should be followed with a Read In Service Order Completion

   Read In Steps:
   1. Search location in UMS, select new Current customer (Previously Waiting)
   2. Open Read In SO, it opens in Elements
   o Confirm Reading and date is same as Read Out completed.
   o Compare in UMS, Location Tab, Enter Reads> Details, Change time to 4:10 AM, Click OK
   o Check Customer, Active box is checked and Mailing Address is correct.
   o Check for Transferred Deposit if Read In/Read Out Transfer occurred.
   o Check Location Tab, Services, all applicable services are checked Active
   i. City Properties - Residential: City Tax and Franchise Fee
   ii. County Properties Residential: County Tax (Excluding Lake County)
   iii. City Properties - Commercial: State Tax, City Tax and Franchise Fee
   iv. County Properties - Commercial: State Tax (Including Lake County) and County Tax (Excluding Lake County)
   5. **Tax Exempt Customer do not pay any taxes, only franchise fee.
   o Check Location Tab, Manage Installations> Meter Number
   o Confirm Meter check box is checked for turned on.
   3. Change Status from review in Elements to Complete, Save & Close

   B) VERIFY ALL BILLS ARE POSTED
   • Needs to be generated and reviewed to capture any final bills that did not have the final bill posted.
   • Posting> Post Transactions
   • Select Any Users
   • Run Dates: From Start and Up to Day Before
   • Select All in Both Sections
   • Actions: Pre-Posting Report
   • Report Type: Condensed
   • Preview

   C) MOVE OUT REPORT – This doesn’t really help me.
   • Reporting> History Report> Move Out Report
   • Limit Options: Active Company (No Change)
   • Move Out Dates: From Previous Wednesday To Past Tuesday
   • Grouping: Move Out Date
   • Sort Order: Move Out Customer Name
   • Report Type: Condensed
   • Click Preview
   • Save as (97-2003) Excel: Z:\Billing\Final Bill Customer List for UMS\Move Out Reports for Finals 2022-2023
   Name File: Move Out Report DATE
   • Proceed to Refunds and Statements Page

   D) Refund Reports – Finish and Send to Eric on Wednesday
   • Dates should be from Previous Wednesday to Tuesday ( Ex: 12/7 thru 12/13)
   • For Deposit Refund:
   o Reporting – List Reports – Refund List Reports
   o Limit Options: Active Company
   o Refund dates: Enter Dates (actual dates to be refunded ( ex: 12/7 thru 12/13)
   o Click Preview
   o Select Refund List report, then OK
   • Save this report: Z:\Billing\Final Bill Customer List for UMS\Refund List 2022-2023 as an (97-2003) EXCEL
   • Name report: Refund List Report FROM Date to TO Date
   • Close tab, let UBM know report is ready.
   For UB Manager Only: Go Back and find that file and re-save as Copy of Refund List Report. Go back and now save as Review Copy of Refund List Report. This is where you will review each deposit to make sure its correct. This report should have UD (utility deposit) or UDI (utility deposit increase) only.
   • To review each one, use customer number to look up.
   • Change transaction history to deposit history (Once completed don’t forget to change back to transaction history.)
   • Review: Transaction Date & Refund Amount.
   • Check: Proper Refund Amount, Deposits to be transferred, Updated Mailing Address, Outstanding Credits,
   • Keep an eye out for any accounts that should have had a deposit transferred, same customer with a Final and Current account status.
   • After each amount on report put your initials (ex: OK-WE). This is done to verify deposits are correct and not refunding a second time. Once complete SAVE.
   • Email Eric in accounting the Review Copy of Refund List verified with initials.

   E) Print Statements:
   • Go to Billing – Calculations – Process Bills – Statements Tab
   • Action Box: Print Statements -
   • From Date and TO Date (The dates will need to be changed to the actual finals dates. Ex: 12/6/2022 to 12/13/2022)
   • Bill Types: Uncheck first and regular and check box for finals
   • Include: Check Credit Balance Statements, 0.00 Balance Statements, and Auto payment customers
   • Then hit the little circle, this will give you totals number of bills being sent to TC. (write those down for the recap sheet)
   
   *Double check that only Finals are generated to prevent billing all active customers.
   • Click Process- Alert will pop up, click Yes
   • Select UMS Flat Statements.
   • Select PDF print option then name it ex:( Outsource F MMDDYYY(Final).pdf to Z:\Billing\BILLPRINT UMS Bill Statements
   • Double check file, bills, and total number of bills.
   F) Once done, Send Emails:
   • Action: Send Statement Notification
   • Click Process, warning pops up, click Yes
   • Select UMS Flat Statements, click OK
   • Once complete write down total emails to include on the TC Recap Log, click "Don't Show"
   • Go to Tc Recap sheet and fill in the columns for Final Bills. Click Close.
   • Email Utility Billing team when Finals are complete.
   G) TRANSACTION LIST REPORT TO VERIFY REFUND LIST REPORT IS CORRECT
   • Reporting> Financial Report> Transaction List
   • Limit Options: Active Company (No Change)
   • Move Out Dates: From Previous Wednesday To Past Tuesday
   • Select under Deposit Transactions: Deposit Consumed/Refunded
   • Sort Order: Transaction Date
   • Report Type: Condensed
   • Click Preview

   • Save as (97-2003) in Excel: in Z:\Billing_New Billing\Current Fiscal Year\Current Month\Finals
   • Name File: Final Transactions Report From DATE to DATE

   • Compare Deposit Refund totals (not Grand Total) to the refund report when generated.

   Yes, I am not thrilled with how we are working final billing. I have my steps listed below for a Read In/Read Out example. If there is a better way that can be shared, that would be great! We may be doing it wrong. However, the main point I brought up is the user generated date driven refund list that could be incorrect. Just recently, a utility billing representative sent me a UMS Refund List Report that only included cycle 3 billing instead of all the final billing. Or, if the incorrect date period is listed, we could pay a… more

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3. 2023 User Summit-Move Ins-Move Outs Large Accounts

   We are trying to use a feature in UMS for a customer having multiple Locations. In this case, it is a home builder. Normally this feature works fine but with this home builder account it currently has 437 locations attached to 1 customer account. When moving out a location from the home builder account it takes minutes for the process to complete. And because of how large the builder is its never just 1 move out. It’s a list that gets given to us every month. As I said in the round table, there is a fix but the fix is just turning the whole database in 2008 compatibility mode but that is not a good route to go just to fix a singular feature.

   We are trying to use a feature in UMS for a customer having multiple Locations. In this case, it is a home builder. Normally this feature works fine but with this home builder account it currently has 437 locations attached to 1 customer account. When moving out a location from the home builder account it takes minutes for the process to complete. And because of how large the builder is its never just 1 move out. It’s a list that gets given to us every month. As I said in the round table, there is a fix but the fix… more

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4. 2023 User Summit-Duplicate Robo Calls

   What we need:
   the RoboCall occurring from the Penalty Report gives no visual indicator to the end user that a RoboCall is going out. It would be much better if there were a Send, Export, AND RoboCall button so the end user could control the communication. Or at the least an indicator of some type letting the user know a RoboCall went out.

   Below is a lot more detailed information.

   Documenting what we found this morning and explaining how 2 RoboCalls and 1 email are happening.

   During Linda’s process she uses the Penalty Notice report.
   When she clicks the “Send” button
   - An email is sent to the customer
   - A RoboCall broadcast is created and the customer is called.

   The next step in her process is to export the report.
   When she clicks export and chooses a file location, then the export Format Lake Apopka Penalty
   - A second RoboCall broadcast is created and the customer is called.

   Our customers were receiving two RoboCalls every time we performed the delinquency process. We worked on this for months and continually asked if we could just turn off RoboCalls and were told no. This turned out to incorrect but we had to figure out the way to do it ourselves. So for one of the first times I'm unsatisfied with the way CUSI handled our business issue. It took months, the issue is still not fixed, and we had to figure out a solution for ourselves.

   During our delinquency process we run the Penalty Notice report. We need to email customers who have email as a communication option and postal mail those who have postal mail as their preferred option. So we need to run the report and press the Send button and also the Export button.

   When clicking the “Send” button
   - An email is sent to the customer
   - A RoboCall broadcast is created and the customer is called.
   The next step in the process is to export the report.
   - When clicking export and chooses a file location, then the export Format Lake Apopka Penalty
   - A second RoboCall broadcast is created and the customer is called.
   The bug is that all customers in the first list are duplicated and get a second RoboCall, usually about 10 minutes after the first call.

   CUSI had four or five people work on this issue. We upgraded UMS to the latest version, developer's changed a form on our system after a developer watched the entire process and captured it.

   Someone logged onto our server and uploaded our database twice during the months we worked on this.

   At this time the current status is:
   - we figured out how to stop RoboCalls from going out
   - CUSI support is not communicating with us about this issue. They are aware the issue is not fixed but just sent this ticket closed email. NO OTHER COMMUNICATION even though they know the issue is not fixed. It is just being avoided. We cannot use RoboCalls at this time for delinquencies and have received no indication when or if this situation will change. Just a closed ticket email.

   Further, the RoboCall occurring from the Penalty Report gives no visual indicator to the end user that a RoboCall is going out. It would be much better if there were a Send, Export, AND RoboCall button so the end user could control the communication. Or at the least an indicator of some type letting the user know a RoboCall went out.

   What we need:
   the RoboCall occurring from the Penalty Report gives no visual indicator to the end user that a RoboCall is going out. It would be much better if there were a Send, Export, AND RoboCall button so the end user could control the communication. Or at the least an indicator of some type letting the user know a RoboCall went out.

   Below is a lot more detailed information.

   Documenting what we found this morning and explaining how 2 RoboCalls and 1 email are happening.

   During Linda’s process she uses the Penalty Notice report.
   When she clicks the “Send”… more

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5. Being able to print a zip code total after printing delinquency notices

   After we print delinquency notices we have to go through and manually count each notice to get the total amount of zip codes that are being sent out to be presorted for the post office.

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6. Reporting Shut Offs by assignment date?

   Is it possible to generate a list of customers who’s Account status on the Customer tab on the Account Control Panel is defined as “Shut off.” Additionally, if this report can be generated, can it tell us when the status was changed? The “Date Status Assigned” appears to the right of the dropdown box pertaining to Account status but I was wondering if this could be reproduced in the report I’m looking for.

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7. Payment Arrangement Report

   In UMS a report is needed to show the arrangement balance per account. The report should have the following data elements:

   Account No
   Location No
   Account Name
   Location Address
   Arrangement Number
   Arrangement Status
   Arrangement Frequency
   Arrangement Starting Amount
   Arrangement Current Balance Due (if any)
   Arrangement "Pay Off" Balance

   When running the report, you should have options to limit to all arrangments, unpaid arrangments, and broken arrangments.

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   Planned  ·  AdminTodd Smith (Delivery Manager, CUSI) responded

   This request has been planned for UMS version 7.0.

8. NOTE FIELDS

   In the NOTES Area in UMS we would love to be able to change defaults and to inactivate fields. Examp: Under "Note Used For" Has several choices and would love to be able to create our own drop down menu for things that are important for our company which is JUST WATER. Just having the ability to customize it more would be great.

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   Need More Votes  ·  AdminTodd Smith (Delivery Manager, CUSI) responded

   We are looking for more votes on this request.

9. Duplicate For Contacts on Ebills

   When sending out Ebills the Duplicate for Contacts is set as a default. We would like to see this removed & be able to select the option if needed.

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10. Consumption Charges Based on Meter Usage, Not Total Account Usage

    Consumption allowances need to be associated with the meters and not the total usage on the account. If an account has a consumption allowance of 3,000 g, but has 2 meters, it should not now have an overall allowance of 6,000 g. Consumption charges should apply to any usage at each meter that exceeds 3,000 g.

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11. Community Revenue Class Limitations.

    On behave of Melissa @ Texarkana.
    We would like and option to allow the users to limit to a Revenue Class for a Community. Just like it does for the Routes and Rate codes.

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12. When setting up a payment batch either reoccurring or otherwise the reason code in the header should also reflect in the account history
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13. compose email - add default signature

    Allow for there to be a signature (with line breaks) when you send customer's an email (ex: copy of their receipt) through UMS. Ex:

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14. Consumption History Top 10 Users

    National User Conference Request: Need the ability to run the Consumption History report and pull the top 10 users for the period. This should be the overall top 10 users (sum of the time period) and not per billing.

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    Planned  ·  AdminTodd Smith (Delivery Manager, CUSI) responded

    This work item is planned for version 6.9.

15. add note with attachment to all accounts in a misc. fee batch

    When processing shut offs under the Utility Services Tenants Rights Act it is necessary to keep good records. The inability to save a PDF of a complete report attached to the account notes in mass is debilitating.

    Example: the certified letters are not recorded as such because they don't run out of UMS as certified letters. We have to sticker and scan those.

    I would like to be able to attach that PDF record of scanned letters and envelopes (confirmation of delivery by court standards) to the accounts. Right now that has to be one 1 location at a time.

    If there was the ability to add a note to the whole miscellaneous batch like we used to be able to do in CBSW the PDF would be attached to the note in the account in one swoop. It's like I've upgraded for $X and been downgraded in the process.

    See screen shot - the comment entered in the misc. transaction portion of the create delinquency screen could also allow for an attachment and also be placed in the notes. honestly it could allow for the attachment to be accessed in the transaction history and save people access time and clicks

    When processing shut offs under the Utility Services Tenants Rights Act it is necessary to keep good records. The inability to save a PDF of a complete report attached to the account notes in mass is debilitating.

    Example: the certified letters are not recorded as such because they don't run out of UMS as certified letters. We have to sticker and scan those.

    I would like to be able to attach that PDF record of scanned letters and envelopes (confirmation of delivery by court standards) to the accounts. Right now that has to be one 1 location at a time.

    … more

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16. create delinquency - export button next to process button

    The "Create Delinquency" window doesn't have an explicit 'Export' button, The only option is to first preview/process the report, then export from there, but that creates an odd "crystal reports" csv file rather than a standard csv file.
    .

    it would be really helpful to be able to export directly to a standard csv file.

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17. Review Calculations

    Review Calculations – To add the feature to change the Read End Date and Transaction Date from the review calculations tab. Currently the Calculation Action must be selected first to update the Review Calculations with the Read End and Transaction Date.

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18. Payment Station - Batch Total

    To remove the total cash on hand from the payment station for the cashiers. Currently if the feature is removed the cashiers won’t have rights to create their batch. The cashiers should not have access to their batch total due to the risk of fraud.

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19. Bill Register

    Bill Register – To generate the account and utility status on the bill register. As mentioned, being able to identify the account and utility status is key when scrutinizing accounts for billing.

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20. Calculate Bills

    Calculate – Bill Process – Allow for a drop-down option or field where we can calculate multiple accounts at a time. Currently for loose bills we can only calculate one account at a time; so being able to have the option to enter multiple accounts, would make the calculation process for loss bills much easier and less time consuming. As seen in the example below, we can manually enter the accounts we want to bill or calculate.

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