Summary

The Account Maintenance window is the primary window used to update and/or view any information on a Utility Billing customer account. The Account Maintenance window can be used to view the balance of a customer account, change the billing address, attach a service rate, view the meter readings, create a service request, view the transaction history on the account, or attach a comment to the customer account.

Step by Step

1     View the Utility Billing customer accounts.

• Open the Account Master Search window (UB> Maintenance> Account).
• Enter information in the search criteria fields and click the Search button   to filter the customer accounts that display in the window.
  • Each tab displays a different set of search criteria fields.
• The Account Master Search window allows you to launch the New Account Wizard, Final Account Wizard, and modify existing customer accounts.
• Click CREATE ACCOUNT to launch the New Account Wizard. The New Account Wizard is used to create and set up new Utility Billing customer accounts.
• Highlight a customer account and click FINAL CURRENT ACCOUNT to launch the Final Account Wizard. The Final Account Wizard is used final a Utility Billing customer account.
• Highlight a customer account and click EDIT to open the selected customer account. This will open the Account Maintenance window.
  • Click the Expand button next to the customer number to view all sequences attached to the customer account.
  • If you edit a customer record without selecting a customer sequence, the lowest sequence number will open.
  • If the account is part of an open batch, you may be limited in the fields that you can modify until the batch has been committed.
  • If account details are edited via drill-down to another maintenance screen, the user will need to click REFRESH after saving the edit in order for the edit to display in the data grid.
  • The account holder's name, address, and account number will be displayed on the browser tab, allowing you to quickly navigate between accounts if you have multiple accounts open on multiple browser tabs.
• Once you have opened an account, you can navigate the Account Maintenance tabs via keyboard. Press ALT + the underlined letter in the tab title to open that tab. For example, pressing ALT + S would open the Service Rates tab.

2     Complete the Overview tab.

• The Overview tab provides a general overview of the account details, billing details, and account activity.
• The Account section displays the general account details, including the account status, account number, and customer data.
  • The status of the account will display at the top of the Account section. For example, an active account will display and a suspended account will display  .
  • Click the Expand button next to the Account Number to open the Account tab.
  • Click the Name, Customer Address, or Alternate Address field labels to open the corresponding sub-tab on the People tab.
  • Click the Service Address field label to open the Lot tab.
  • Click the Billing Cycle field label to open the Account tab.
• The Account section also displays recent account activity.
  • The Most Recent Activity section displays any recent transaction on the account.
    • Uncommitted transactions will not display in the Recent Activity section.
    • Click the Expand button to open the History tab.
  • The Most Recent Service Requests section displays the three most recent service requests associated with the account.
    • The service request type, date, and status will populate for each service request displayed. Active service requests will display the status in green  . Void, Cancel, and Closed service requests will display the status in black  .
    • Click the Expand button   to open the Service Requests tab.
  • The Uncommitted Transactions section displays any uncommitted transactions on the account.
    • Click the Expand button to open the History tab.
• The Billing section will display the balances on the services on the account.
  • Click AGED BALANCES to view the aged balances on the account. See Step 3 below for more information.
  • Click BILL PREVIEW to see a billing preview based on the current meter readings. See Step 4 below for more information.
  • Click the Expand button in the Account Balance field to open the History tab. The Balance column on the most recent Balance History line item will correspond to the balance displayed on the Overview tab.
  • The balances on each of the services attached to the account will display below the Account Balance.
  • Additional useful account details are displayed in data capsules below the balance data.
    • The Auto Pay capsule displays the auto pay status of the account. The capsule will display:
      • "None" if no auto pay options are set up. The capsule will display in gray.
      • "Yes" if the citizen has set up auto pay through an online utility billing portal. This setting can be confirmed on the Account tab> Account sub-tab> Enrolled in Online Auto Pay toggle. The capsule will display in green.
      • "Clearing House" if the account is set up for direct bank auto pay. This setting can be confirmed on the Account tab> ACH Info sub-tab> Account Number field. The capsule will display in green.
      • "Verify" if the account is set up with both of the above auto pay options enabled. This information will be displayed when the cursor is hovered over the information icon. The capsule will display in red.
    • The Hold Status capsule displays the hold status associated with the account. The capsule will always display in gray.
      • Click the capsule to open the Account tab. The Hold Status is displayed in the General section of the Account sub-tab.
    • The Budget Rates capsule displays the budget status of any service rates associated with the account.
      • Click the capsule to open the Service Rates tab. Service rates are set up as budgetable via the Budgeted Rate toggle on the Edit Rate window.
      • The capsule will display "No" and in gray if no service rates are set up as budgetable.
      • The capsule will display "Yes" and in green if any service rate is set up as budgetable.
    • The Paperless Billing capsule displays the paperless billing status of the account.
      • Click the capsule to open the People tab. The Paper Bill column displays a check mark for each Bill To line item that requires a paper bill. Citizens can opt-out of paper bills via their CivicPay Online profile settings.
      • The capsule will display "No" and in gray if all Paper Bill toggles are checked.
      • The capsule will display "Yes" and in green if any Paper Bill toggle is not checked.
    • The Payment Plans capsule displays the payment plan status associated with the account.
      • Click the capsule to open the Payment Plans sub-tab of the Account tab.
      • The capsule will display "None" and in gray if no payment plans are set up.
      • The capsule will display "Inactive" and in gray if at least one payment plan is set up but no payment plans are in active status. This information will be displayed when the cursor is hovered over the information icon  .
      • The capsule will display "Active" and in green if at least one active payment plan is set up. This information will be displayed when the cursor is hovered over the information icon.
    • The Vacation Dates capsule displays the vacation status of the account.
      • Click the capsule to open the Account tab. The vacation status is set up in the Vacation Begin and Vacation End fields.
      • The capsule will display "Yes" and in green if the vacation dates are set and today's date does not fall after the Vacation End date. This information will be displayed when the cursor is hovered over the information icon.
      • The capsule will display "No" and in gray if the vacation dates are not set or if today's date falls after the Vacation End date.
  • The line graph at the bottom of the Billing section displays billing and consumption data for the selected service and the selected years.
    • The drop-down menus at the top of the graph are used to select what data will display in the graph.
      • The first drop-down menu is used to specify the vertical axis of the line graph. Select Consumption or Billed Amount.
      • The second drop-down menu is used to specify the bill type that will be graphed when Consumption is selected or the service that will be graphed when Billed Amount is selected.
    • Click the year toggle for each year of billed consumption you would like to graph.
    • Hover over a data point in the line graph to see the year and consumption amount for that billed consumption data point.
    • To print a copy of the current line graph, click the Options button   and select a print method.
    • Click the Table View button to open a table view version of the graph.
      • As with the line graph, selecting Consumption in the Show field will allow you to filter by Bill Type and selecting Billed Amount in the Show field will allow you to filter by Service.
      • By default, the table will display up to five previous years of history data. Click the Show All toggle to display all history.
• The Attachments button is used to add an attachment to the account.
• The Account Search button is used to run a Google search on the customer or lot associated with the account.
  • Select which type of search you would like to run and a new browser tab will open to display the search results.
• The Print Word Merge button is used to generate a form letter from the Account Maintenance window. This icon will launch the Word Merge Form Selection window.
  • When a merge form is generated, it will automatically be saved as an attachment on the account.
  • Word merge forms are created and maintained on the Forms Maintenance window (UB> Maintenance> Forms).
• Click the Audit Trail button to track any changes made to the account record.
  • Use the search criteria section and click the Search button to sort the displayed audit history.
  • The data grid will provide details about any changes made to an account record including the date of the change, type of change made, user that made the change, and data table that was edited.

3     Generate Aged Balances.

• Click AGED BALANCES to open the Aged Balances window. This tool is used to display the aged balances broken down by aging duration. This is only accessible from the Overview tab.
  • The Account Number field will display the account number for the current UB account. This field cannot be edited.
  • The Balance Due field will display balance forward and match the value displayed in the Account Balance field on the Overview tab.
  • Select a Date from the drop-down menu.
    • Select Tran Date to age the transaction balances by the transaction date.
      • The transaction date is generally a user defined date entered during the generate step of a process. When generating a New Billing batch, the transaction date is entered in UB> New Billing> Generate> Transaction Date field. When entering a receipt, the receipt date is the transaction date.
      • You can view the transactions date of a transaction on an account in UB> Maintenance> Account> History tab> Tran Date column.
    • Select Post Date to age the transaction balances by the date the transactions were committed.
      • The Post Date is the date the batch creating the transaction was committed. The Post date is not necessarily the same date as the journal entry date or transaction date.
      • You can view the post date of a transaction on an account in UB> Maintenance> Account> History tab> Post Date/Time column.
  • The Age section will display the aging period used to calculate the aged balances.
    • Click ADD to populate the data grid with the aging periods.
      • Aging Periods are set to either 30-60-90-120 or Days in Period on the UB Setup window (UB> Utilities> Setup> General tab> Aging Periods field).
    • The Duration column can be edited to further customize the aging periods. Click RESET DURATION to reset the duration column to the default aging periods.
  • The Balances section will display the aged balances.
    • Click REFRESH in the data grid header to display the aged balances based on the durations entered in the Age section.
    • Select Excel Export or CSV Export under the Ellipsis drop-down to export the aged balance data.

4     Generate a Bill Preview.

• Click BILL PREVIEW to open the Bill Preview window. This is only accessible from the Overview tab.
  • The Bill Preview window provides a detailed preview of the customer’s billing based on the current meter readings. This window provides a forecast of what the next billing generated for the customer might be and does not update or modify the account. The services attached to the account are listed and totaled in the Preview section of the window.
  • Select a date from the Period End Date drop-down menu to modify the period end date used on the billing preview. The default date in this field is determined by the period begin date on the attached billing cycle and the number of days in the period.
    • Change the date and click the Refresh button to generate the preview.
    • Click the Expand button next to a service to display the service billing details.
  • The Exceptions section will display any errors that could prevent the preview from being accurately generated.
  • Click the Print button to generate a Statement of Account report.
    • The Statement Date field will appear on the report but will not affect the data displayed. This field will default to today's date.
    • The report will display the customer information and the account activity, including the Beginning Balance, Current Activity, and Estimated Balance.

5     Complete the History tab.

• The History tab displays the committed and uncommitted transaction line items on the customer account.
• There are multiple sub-tabs available on the History tab.
  • Open the Account Balance Summary tab to display balance, adjustment, payment, and budget data associated with the services on the account.
    • Services will be grouped by Service Group where applicable.
  • Open the Account History tab to display a chronological history of transactions on the account.
    • The History From date filter is used to filter the transactions displayed on the tab by date. History line items prior to the date will not display.
    • Uncommitted transactions will display in red and committed transactions will display in black. Committed transactions will also have a date in the Post Date column.
      • The Post Date column displays the date that the transaction has been committed. This is the date the batch was committed, it is not necessarily the same as the date the transactions are posted to the general ledger or the transaction date.
    • Click VIEW STATEMENT to generate a PDF statement for a selected committed billing line.
  • Open the Balance History tab to display the account balance at each point that it was affected by a transaction.
    • The History From date filter is used to filter the transactions displayed on the tab by date. History line items prior to the date will not display.
  • Open the Deposit History tab to view the deposit transactions on a customer account.
  • Open the Credit History tab to view the credit transactions on a customer account.
• There are three dates associated with each transaction line item: journal entry date, post date and transaction date. The journal entry date is the date the journal entry created by a batch process is posted to the general ledger. The journal entry date generally determines the fiscal period and fiscal year the journal entry is posted to. Many reports in the Utility Billing module can be filtered by journal entry date. The transaction date is generally the date of the transaction. For example, the transaction date of a payment entered in the Cash Receipts module is the receipt date on the payment. The post date is the date the batch process used to generate the transaction was committed.
• You can export the transactions that display in the window to a MS Excel spreadsheet by clicking the Excel Export button in the data grid header. This feature allows you to create a quick report of the history of a customer account.
• Click the Print button to print the Account History report for the account.
  • This will launch the Account History Report window where you will be able to specify which transactions and meters are included in the report, how the report is sorted, and the date range for the report.
  • The report will display the Transaction Date, Transaction Type, Description and Amount for each included transaction. The report will also include the Description, Read Date, Reading and Consumption values for each meter included in the report.

6     Complete the Devices tab.

• The Devices tab displays the devices attached to the lot on the UB customer account, the meters that are attached to devices (for example, a subtraction meter), and the meter readings on those meters.
• The Devices tab can also be used to create service requests that add, remove, or change-out the devices on the lot. If you would like to modify the meter readings on a device or attach a meter to a device, you can open the Device Maintenance window of a meter from this tab to perform those tasks.
• The Devices section will display the devices attached to the customer account.
  • An Expand button will display next to a device if there is an exempt meter (a meter than either adds to or subtracts from the consumption on the meter) attached to the device. Click the Expand button to view the attached meter information. Highlight the attached meter and the Meter History and Meter Detail sub-tabs will populate with the information attached to the meter.
• Select a device in the Devices section, and the Meter History and Details section below will populate with the information attached to the selected meter.
  • If you would like to manually modify the meter reading on an account, open the Device Maintenance window by highlighting a device and clicking the Maintenance button. You can create or modify a meter reading using the Consumption tab of the Device Maintenance window.
• Highlight a device and click the Maintenance button to open the Device Maintenance window of the selected device.
  • The Device Maintenance window contains all the information attached to the device and can be used to enter manual meter readings on meter devices or attach a meter to the device (for example a subtraction meter).
  • You can also open the Device Maintenance window in UB> Maintenance> Device.
• The Add Device, Remove Device, and Change Device buttons are used to create service requests.
  • Click the Add Device button to add a device to the customer account. This will launch the Service Request Input Wizard to create an add device service request.
  • Highlight a device in the Devices section and click the Remove Device button to remove a device from the customer account. This will launch the Service Request Input Wizard to create a remove device service request.
    • If there is a default remove device service request code set up on the device type of the device selected in the Devices section, the Service Request Input Wizard will populate with the default service request code.
    • Service requests codes are attached to device types in order to set a default service request code. Service request codes are attached to device types using the device type maintenance window (UB> Maintenance> Open a device type maintenance window – water, gas, electric> General tab> Default Remove field).
  • Highlight a device and click the Change Device button to create a change out service request. This will launch the Service Request Input Wizard with the customer information populated on the wizard.
    • If there is a default change-out service request code set up on the device type of the device selected in the Devices section, the Service Request Input Wizard will populate with the default service request code.
    • Service request codes are attached to device types using the device type maintenance window (UB> Maintenance> Open a device type maintenance window – water, gas, electric> General tab> Default Change-out field).
• The Meter History sub-tab will display the meter reading on the device highlighted in the Devices section of the window.
  • All of the meter readings will display in the window, including those that were made while the device was attached to another UB customer account.
  • The Account Number field displays the account that was attached to the lot when the readings were made.
  • The Consumption column displays the actual consumption on the meter reading and the Calc Consumption column displays the calculated consumption after the actual consumption is recalculated with the multiplier or divisor attached to the meter.
  • The Read Period/Year column displays the reading period and reading year attached to the meter reading. If the New Billing process is set up to only bill readings of a certain period rather than all unbilled readings (UB> Utilities> Setup> Billing tab> Meter Reads to Bill drop-down menu), the period and year of the reading are important when generating bills.
  • There will be a check in the New column if the meter read was entered manually.
    • Manual meter readings are readings that are either entered directly on the device (UB> Maintenance> Device> Consumption tab) or on the Input New Meter Readings window (UB> Meter Management> Input New).
  • The Billed toggle will be checked if the meter reading has been billed using the UB New Billing process.
  • The Estimate toggle will be checked if the meter reading was an estimate.
• The Meter Details sub-tab will display the basic meter information. If you would like to modify the information that displays on this tab, you will have to open the device in the Device Maintenance window.
  • Many of the fields on the Meter Details sub-tab can be edited on the Device Maintenance window. Specific device details, such as the manufacturer and serial number, can be edited on the Meter tab of the Device Maintenance window.
  • Installation specific information, such as latitude, longitude or location, can be edited on the Connections tab of the Device Maintenance window.
    • Not all editable fields will be initially displayed on the Connections tab. To display additional fields, right-click in the data grid and check each field you would like to edit.

7     Complete the Account tab.

• The Account tab will display the general information on an account such as account status, billing cycle, and ACH information.
• The Account tab has Account, ACH Info, and Payment Plan sub-tabs. The Account sub-tab will display the general information on the account. The ACH Info sub-tab is used to enter the bank information if the customer is using the Direct Debit process to pay for billings. The Payment Plans tab is used to set up payment plans on the account.
  • Agencies using Allocation Billing will also see the Allocation Override sub-tab.
• Open the Account tab.
  • The Account Number field will display the customer account number and sequence number, but you will not be able to edit the value in this field.
  • The Reference Number field is generally used to store the account number of customer accounts that have been converted from a different software application.
    • You can filter customer accounts by the Reference number in all customer account search windows.
    • The format of the reference number is set up in the UB setup process (UB> Utilities> Setup> General tab> Reference Format field). The format established in the Setup window only applies when new accounts are created using the New Account Wizard. You can change the format of the reference number using the Account Master Maintenance window so that it does not match the reference number format.
  • The Billing Cycle field is used to attach the customer account to a billing cycle. The billing cycle is attached to a customer account when it is created using the New Account Wizard.
    • Click the Billing Cycle field search button to select a billing cycle from a list. This will open the Cycle Selection window. You will be able to delete, edit, or select a billing cycle from this window.
    • Billing cycles are also created and maintained on the Billing Cycle Maintenance window (UB> Maintenance> Cycles).
  • The Account Status field will display the status of the customer account.
    • Accounts will change to Final status if they are finaled using the Final Account Wizard.
      • If you just change the status of the account to Final, the account will display in the Final Billing window (UB> Final Billing> Select Accounts), but there will be no final readings, final date, or final billing calculated on the account.
    • The Vacation status is used to prorate a customer's account when they are on vacation. If you would like the customer account to automatically return to Active status and prorate the billing based on the length of the vacation, use the Vacation Begin and Vacation End fields in addition to the Account Status field.
      • If you process a Winter Average (UB> Winter Averaging) batch while the customer account has a Vacation status, the customer account will not be included in the batch.
    • If the customer is part of a Final Billing batch, you will not be able to change the status of the account from Final. In order to change the account status you will have to open the account in a Final Billing batch, deselect the account, and click the Save button  .
    • A Delete status UB customer account is an account that has been finaled (processed in the Final Account Wizard) and the final billing has been committed using either a New Billing or Final Billing batch. Customer accounts with a Delete status can still have an outstanding balance because the account changes to a Delete status before payment is received on the final billing.
      • If you would like to change a UB customer account to a Delete status, you should process the account in the Final Account Wizard (generates the final billing) and then commit the final billing in either the Final Billing or New Billing process. The customer account will change to a Delete status once the final billing has been committed.
      • If you change the account to Delete status without processing the account in the Final Account Wizard, the final bill on the account will not be billed.
  • The Connect Date is the date entered in the Connect Date field on the first step of the New Account Wizard. The connect date is generally the date that the customer has moved into the lot or service has been activated on the account.
    • Individual services and service rates attached to the customer account can have different connect dates. You can view the connect date of a specific service or service rate on the Service Rates tab of the Account Master Maintenance window.
  • The Final Date is the date that the customer account is finaled. This field will be populated if the customer account has been processed through the Final Account Wizard.
    • The final date on an account is entered in the Final Date field on the first step of the Final Account Wizard.
  • The Vacation Begin and Vacation End fields allow you to prorate a customer billing if the service rate on the customer account is set up to prorate. The Vacation Begin and Vacation End fields will not affect proration unless Vacation is selected in the Account Status drop-down menu.
    • In order to prorate an account, change the Account Status field from Active to Vacation and enter the length of the vacation in the Vacation Begin and Vacation End fields. If a New Billing is processed on the customer account during the vacation date range, the billing will be prorated.
      • If the Vacation Begin date occurs between the Period Begin Date and Period End Date of the New Billing batch, the customer billing will prorate if the service rate on the customer account is set up to prorate the consumption or minimum amount (UB> Maintenance> Service Rate>  Prorate Minimum and/or Prorate Consumption toggles).
      • If the Vacation End date has passed when the New Billing batch is committed, the customer account will change to Active status. The Transaction Date of the New Billing batch does not affect how the vacation will prorate or be applied.
      • The Vacation Begin and Vacation End dates must occur in different billing periods. If the vacation date range takes place within a single billing period, the amount billed will be ZERO and the status of the account will change back to Active when the billing is committed.
      • The customer account bill will only prorate if the service rates attached to the customer account are set up to prorate.
    • The status of the customer account will stay in Vacation status until a New Billing batch is processed on the customer account that is after the Vacation End date.
  • The Hold Status drop-down menu is used to add a hold status to a customer account.
    • The Hold Status field is generally used to keep certain statements from being generated in a New Billing batch. When billing statements are generated (UB> New Billing> Statements), there is an Include drop-down menu that allows you to remove hold status accounts from the billing. This will remove both temporary and permanent hold status customers from the batch.
    • The Hold Status of a customer account is not modified by any Utility Billing module process, and there is no functional difference between a temporary hold and permanent hold account.
  • The Level Pay toggle and Level Pay Amount field are used by agencies that are set up to use level pay billing.
    • When the Level Pay toggle is checked, the amount entered in the Level Pay Amount field will be the amount charged when the account is included in a billing batch. That is the amount that will be charged for every billing cycle until the amount is changed or the account is removed from level pay billing.
    • Level Pay functionality can only be enabled by Cirrus administrators, so please contact you Springbrook account manager with any questions.
  • Check the Combined Statement toggle if you want to combine multiple sequences of a customer number onto the same billing statement (UB> New Billing> Statements). All of the sequence numbers will have to be in the same billing batch in order to be combined onto a single statement.
    • The Combined Statement will have to be toggled on each account sequence number you would like to add to the combined billing.
    • The statement will be in Summary format, include the customer information for the lowest customer sequence included in the group, and display aggregated billing data for all related accounts in the batch.
  • The Enrolled in Online AutoPay toggle will automatically be checked if the account owner has signed up for auto pay through the CivicPay Online or XPB website.
  • The Description field is used to enter a description on the account.
    • The Description field can be included in a QBE report (UB> Utilities> Query by Example). The Description field is in the Account Master table.
  • The Miscellaneous Fields section is used to enter information on the account sequence that is outside the scope of the current Springbrook version. If you would like to track information on the customer number rather than the specific customer sequence, attach the information to the Customer Miscellaneous sub-tab on the People tab.
    • The fields in the Miscellaneous Fields section can be included in QBE reports (UB> Utilities> Query by Example). The miscellaneous fields are on the Account Master table.
    • The field labels of the miscellaneous fields can be modified using the Miscellaneous Field Labels window (SS> Utilities> Miscellaneous Field Labels).
  • The Categories section is used to attach an account class to a customer account.
    • Categories are user-defined groups used to group accounts together for use on some reports.
    • Click the Add button to add a new category code to the customer account. This will add a new line item in the Category section.
    • The Category Description field will populate with the description of the category once a category code has been selected.
    • Highlight category code and click the Delete button to remove it from the account. This will not delete the category code, it will only remove it from the customer account.
• Click on the ACH Info tab to view the bank account information attached to the account.
  • Bank account information is attached to a customer account in order to use the Direct Debit process in the Clearing House module.
  • This tab displays the bank information on the customer account. In order to enter bank account information on a customer account, the customer’s bank must be set up as a bank code on the Bank Maintenance window (SS> Maintenance> Bank). The bank code will determine the routing number on the bank account.
    • Enter the customer’s bank account number in the Account Number field.
      • This field is limited to 60 digits.
      • For security purposes, only the last four digits of the account number will be displayed once a bank account is entered and saved. The rest of the account will be displayed as a series of 12 asterisks - "************1234" - regardless of the actual length of the account number.
    • Click the Bank Code field search button to select a bank code from a list.
      • Click CREATE BANK on the Bank Selection screen to create a new bank for the account.
    • Select checking or savings in the Account Type drop-down menu.
      • Select None if no bank information should be entered on the customer account. If an account type is selected you will be required to enter a bank code and bank account number.
    • The ACH Type drop-down menu is used to specify the account as a consumer or business account.
    • Check the Clearing House Pre-Note toggle to indicate that the bank account information has been included in a Direct Debit pre-note batch.
      • This toggle will be checked if you process the customer account during the Pre-Note batch process (CH> Direct Debit> Create a Pre-note Batch). If this toggle is checked the customer account will not be pulled into a pre-note batch.
      • You can manually check this toggle if you do not want to process the bank account information in a pre-note batch.
• Click on the Payment Plans tab to view the payment plans that have been set up on the account.
  • Any existing payment plan entries will display in the Plans section of the window. Click on an existing payment plan or installment entry and the entry information will populate in the maintenance section below.
  • Click the Add button   to create a new payment plan entry. This will open the Add Payment Plan window and create a new payment plan.
    • Check the Display on statement toggle to include the payment plan information on UB statements.
      • Displayed payment plan information will include due dates and amount due for the next few installments.
      • This information will only display in the Special Messages section on the 8.5x11 billing statement.
    • Use the Payment Plan Description field to specify a name for the payment plan.
    • Check the Use Installment Calculator toggle open the installment calculator section below.
      • The Installment Calculator allows you to set up the installment and frequency details associated with the payment plan.
    • Enter a Promise Date for the new installment. This is the date that the customer is expected to make the payment.
      • The Promise Date field will populate to today's date. You cannot specify a payment date that occurs before the Entry Date.
    • Enter an Amount for the payment plan installment.
      • The Amount field will populate with the outstanding balance on the account. The amount entered must be between $0.01 and the total outstanding balance. Overpayments will result in an error and prevent the payment plan entry from being saved.
    • Select a Status for the payment plan installment. Payment plans can be filtered by status when generating reports. This status will default to Active.
      • When a customer successfully pays the account balance, the payment plan status will update to Closed when the receipts batch is committed.
      • If an account misses a payment on the payment plan, all payment plan entries for that account will update to Failed when past dues are committed.
      • If a payment is due on the day that past dues are processed, that payment plan status will update to Failed. Springbrook recommends setting the due date of the payment plan to the day after you intend to process past dues.
    • The Entry Date and Entered By fields will automatically populate with today's date and the current user's login name. These fields cannot be edited.
    • Enter an optional Installment Description for the Payment Plan installment. This field can accommodate up to 256 characters.
    • Click SAVE to save the new payment plan.
  • Select a payment plan from the data grid and click the Add Installment button to open the Add Installment window and add an installment to the payment plan.
    • Enter the Promise Date, Amount, Status, and Installment Description for the new installment. The Entry Date and Entered By fields will automatically populate.
    • Click SAVE to save the new installment.
  • Highlight a payment plan and click the Edit button to edit an existing payment plan.
    • Only the option to Display on Statement and the Payment Plan Description can be edited on an existing payment plan.
    • Click SAVE to save the edited payment plan.
  • Highlight a payment plan and click the Delete button to delete an existing payment plan.
• Click the Allocation Override tab to view the allocation override rules that have been set up on the account. This sub-tab will only be displayed for agencies using Allocation Billing.
  • Any existing override rules will display in the tab data gird. Click on an existing override rule and the rule information will populate in the Edit Allocation Override section to the right.
  • The Rule Property drop-down menu is used to select a field that can be set up in a Billing Calculation Rule.
    • Billing calculation rules are created and maintained on the Billing Calculations Maintenance screen (UB> Maintenance> Billing Calculations).
  • The Override Value field is used to specify a numerical value that will be used in place of the value in the Rule Property selected above.
  • The Override Date field is used to specify an end date for the Override Value. Once that date is reached, the original value from the Rule Property will be used again.
  • Check the One Time toggle if the override rule should only be used the one time the Override Date falls into a billing cycle.
  • These override rules can be updated across different accounts on the Modify Allocation Overrides tool (UB> Utilities> Modify Allocation Overrides).

8     Complete the People tab.

• The People tab of the customer account maintenance window has several sub-tabs that display the customer information, co-applicant information, bill to information, alternative address, and the miscellaneous fields associated with customer account. The People tab will also display the owner information if the owner of the lot is different than the customer on the lot.
• By default, the Summary sub-tab will display when you click on the People tab. This tab provides a summary of customer, owner and co-applicant information.
• The Customer sub-tab will display the information attached to the customer record such as the customer name and social security number. Changes to the Customer sub-tab will modify the customer record information and update all of the account sequences the customer is attached to. Customer records are used in almost every module in the Springbrook application and changes to the customer record will update to all of those modules.
  • The Social Security field will display the Social security number of the customer.
    • You can set up security on the Social Security field on the DB Security window (SS> Security> DB Security). The DB Security feature allows you to remove the field from the window. If you set database security on the field using the DB Security feature, all windows that display the same field will also be affected.
      • The Social Security Number field is labeled SSN in the Customer table of the System Wide Access group of tables.
  • The Description field displays the description on the customer number. Changes to the Description field will update back to customer number.
    • You can view the customer description from the customer number in Customer Master Search window (SS> Maintenance> Customer> Customer tab> Description field).
  • The Contact Information section displays the mailing address and contact information for the customer account. The mailing address is the address that will display on the billing statements and is the address that will be certified in the New Billing, Final Billing, or Past Dues process.
    • When a customer account is processed in the Final Account Wizard, the forwarding address will populate in these fields.
    • The mailing address is not necessarily the address of the lot attached to the customer account sequence.
  • The Carrier Route and Delivery Point fields will populate with information when you certify the address on a customer account using the Address Certification process.
• The Customer Miscellaneous sub-tab will display the miscellaneous account information attached to the customer record. Modifications to the miscellaneous information on the customer record will update on all accounts attached to the customer record. The information on this tab is not unique to the customer sequence number.
  • The miscellaneous fields are generally used to enter customer information that is outside the scope of the current Springbrook version.
  • The labels of the miscellaneous fields can be set up on the Miscellaneous Field Labels window (SS> Utilities> Miscellaneous Field Labels).
  • You can view the miscellaneous fields on a customer record from Customer Master Search window (SS> Maintenance> Customer> Customer Misc tab).
• The Co-Applicant and Co-Applicant Misc sub-tabs will display the co-applicant information attached to the account. These are optional sub-tabs and are identical to the Customer and Customer Misc sub-tabs.
• The Owner sub-tab will only display if the owner of the lot is not the customer on the lot. The Owner sub-tab will display the owner on the lot if the owner is different than the customer. This tab is identical to the Customer sub-tab.
  • Changes to the Owner sub-tab will update back to the lot owner customer record.
• The Owner Miscellaneous sub-tab will only display if the owner of the lot is not the customer on the lot. The Owner Miscellaneous sub-tab is identical to the Customer Miscellaneous sub-tab and is used to enter the owner information that is outside the scope of the current Springbrook version.
  • The labels of the miscellaneous fields are set up in the Miscellaneous Field Labels window (SS> Utilities> Miscellaneous Field Labels).
  • Changes to the Owner Miscellaneous sub-tab will update back to the Lot owner customer record.
• The Bill To sub-tab is used to create additional copies of statements on the customer account when statements are generated. The statement copies will be addressed to a selected customer account.
  • By default, four line items will display on the Bill To sub-tab.
    • There will be a separate line item for billing statements, delinquent notices, past dues and door hangers.
  • Click ADD to add a new customer to the sub-tab. This will create a new line item in the window.
  • Select the customer account that should receive the copy of the statement in the Customer Number field.
    • All customer accounts will display on the list, not just Utility Billing customer accounts.
  • The Customer Name field will populate after the Customer Number has been selected.
  • If the Paper Bill toggle is unchecked, the CivicPay Online user has opted not to receive a paper statement. Springbrook users cannot uncheck this toggle, but can check the toggle if necessary.
  • Select the statement you would like to create a copy of in the Statement column.
    • When the statement selected in the drop-down menu is generated, a copy of the statement will print with the information of the customer selected in the Customer Number field.
    • Door Hangers will display in the Statement drop-down menu, but the feature has not been implemented. A copy of the door hanger will not print out when door hangers are generated (UB> Service Requests> Door Hangers).
  • The Message column is used to enter a message that will display on the copied statement. This field may not display on custom statements.
    • The message entered in this field will not affect the Message 1 and Message 2 field entered on during the Statements step of the New Billing process.
    • The Message field will only display on a statement if the Display bill to message toggle is checked on the Statement Setup Maintenance window (UB> Utilities> Statement Setup> Select a statement> Miscellaneous tab).
• The Alternative Address sub-tab is used to enter an alternative address on the customer account. The address entered on this sub-tab will be used when statements are printed on the customer account.
  • The Begin Date and End Date fields are used to specify a date range when the alternate address should be used. If a begin date is specified but an end date is not, statements will be sent to the alternate address indefinitely.
• Click the Save button if there are updates on the People tab that should be saved.

9     Complete the Lot tab.

• The Lot tab displays the lot attached to the customer account.
• Lots are used in several modules in the Springbrook application. Changes to the lot from the Account Master Maintenance window will affect the lot record in all of those modules.
• The Lot sub-tab displays the general information attached to the lot.
  • The Lot Number field displays the lot number of the lot attached to the customer account. You cannot change the value in this field.
    • Click the lot number to open the Lot Maintenance screen.
  • The Status field displays the status of the lot.
    • Lots are given an Active status when they are created using the New Account Wizard.
    • The status of the lot will not affect any process in the Utility Billing module.
  • The Owner’s Customer Number field is used to set the owner of a lot.
    • Click the Owner’s Customer Number field label if you would like to change the owner of the lot. This will open a customer account selection window.
    • Once an Owner's Customer Number is selected, the customer information fields below will automatically populate.
  • The Details section allows you to provide specific details on the selected lot. These are not required fields.
  • The Master Account field is used when the current account is assigned to a tenant rather than the lot owner.
    • Master Accounts can be used when an account will always take responsibility of a property once a tenant moves out. The master account does not have to match the owner account. For example, a property owner that uses a realty company to manage the property can use the realty company’s account rather than the owner’s account.
    • To add a Master Account, select the account from the drop-down list. To be selected as a Master Account the account must already exist on the lot and be in Suspended status. If no accounts are displayed in the Master Account drop-down, verify the desired account is on the correct lot and in Suspended status.
    • When the current tenant has their Final Billing committed, which changes the tenant to Delete status, the Master Account will change from their Suspended status to Active status.
    • When the Master Account has their Final Billing committed the Master Account will be changed into Suspended status rather than Delete status.
  • The Combine Lot toggle and Primary Account field are used to combine multiple lots for Allocation Billing calculations.
    • Once the Combine Lot toggle is checked, enter the primary UB account or click the field label search button   to select the primary account. The combined consumption of all the associated lots can then be calculated against the combined allocated consumption levels in order to generate accurate billing for the associated lots.
    • The Combine Lot toggle and Primary Account field will only be enabled for agencies set up to use Allocation Billing. Please contact your Springbrook account manager for more information.
  • The Balance field displays the outstanding balance, across all associated Springbrook accounts, for the lot attached to the UB account.
  • The Number of Units field can be used as a multiplier when bills are calculated on a customer account.
    • If the Use Lot Units toggle is checked on the Service Rate Maintenance window (UB> Maintenance> Service Rates> General tab), the Number of Units on the lot will be multiplied by the minimum amount and/or the consumption on the customer account.
  • The In City toggle is used by some reports to group the consumption on the meter attached to the lot. This is not a required field.
    • For example, the Consumption by Type Report groups the consumption on meters by meter size and displays the consumption separated by in city and out of city.
  • The Description field is a large field that can be used to store special notes or information on the lot. The information entered in this, like all the other information on the lot record, is available in all Springbrook modules that use lot information.
• The Miscellaneous sub-tab will display the miscellaneous fields attached to the customer lot.
  • The labels of the miscellaneous fields are set up in the Miscellaneous Field Labels window (SS> Utilities> Miscellaneous Field Labels).
• The Water Allocation sub-tab will display the water allocation details for agencies set up to use allocate billing.
  • The Banked Consumption field will the display the amount of consumption currently banked on the lot.
    • When enabled, banked consumption credits the lot when consumption falls below the allocated amount for the billing cycle. For example, if a lot is allocated 100 units per billing cycle but only uses 95 units in a cycle, the remaining five units will be stored as Banked Consumption.
    • Banked consumption is enabled and set up on the billing calculations used to track allocation consumption (UB> Maintenance> Billing Calculations).
  • The Period 1 Amount through Period 12 Amount fields are used to set allocation amounts for each period.
  • These values can be populated via import file using the Water Allocation Import tool (UB> Utilities> Water Allocation Import).

10     Complete the Service Rates tab.

• The Service Rates tab of the Account Maintenance window is used to view the services and service rates attached to the customer account.
• The Service Rates tab displays all of the services and service rates attached to the customer account. Click the Expand button next to a service to view the service rates attached to the selected service.
• Click REMOVE to remove a selected service from the service rate.
  • If the selected service includes history, a notification message will display and the service will not be removed.
• Click ADD SERVICE to add a new service to the account.
  • This will open a window where you can select the service you would like to add to the customer account using a drop-down menu.
  • Click the Save button when the service is selected. This will add a new service line to the data grid. Expand the new line to display the service details.
  • Click EDIT to edit the selected service. This will open the Edit Service screen.
    • Check the Exempt From Past Dues toggle if you do not want this service to be pulled into a Past Dues batch. When you generate a Past Dues batch (UB> Past Dues> Generate), the customer account will not be pulled into the batch even if it meets the requirements entered in the Generate step.
    • Check the Exempt from Redistribute toggle if you do not want this service to be pulled into an Adjustments and Fees> Redistribute Credit Balances batch. When you generate an Adjustments and Fees> Redistribute Credit Balances batch (UB> Adjustments and Fees> Redistribute Credit Balances), the customer account will not be pulled into the batch even if it meets the batch requirements. This toggle is often used to exclude specific services from the redistribution process in order to meet energy assistance program requirements.
      • When this toggle is checked, this service will also be ignored when the Past Due process applies credits to past due services. This will prevent any energy assistance program credits that exist on this service from being applied to other services.
    • Click the Save button to save the updated service.
• Click ADD SERVICE RATE to add a service rate to the customer account. This will create a new line item below the selected service. Enter the service rate information in the New Service Rate screen.
  • Click the Service Code field search button to select the service rate from a list.
  • Most of the fields on the service rate line item will populate after you have selected a service rate.
  • The Special Multiplier field is used to specify a multiplier for the service rate. This will default to 1.
    • The Special Multiplier field will only affect the service rate if the Use special multiplier toggle is checked on the Service Rate Maintenance window.
  • The Connect Date field will default to the current date.
  • The Final Date field will display the date the service rate was finaled. This field will be blank for new service rates.
• The Promotion Amount and Promotion End Date fields are used to create a promotion.
  • The value in the Promotion Amount field will replace the flat or minimum amount associated with the service rate selected in the right section of the window. If there is more than one service rate attached to a single service on the account, each service rate can have a separate promotion. When the promotion amount is billed, the consumption will not be affected but the minimum or flat amount on the service rate will be replaced by the promotion amount.
    • If the Multiply Flat by Special Multiplier toggle (UB> Utilities> Setup> Billing tab) is checked, then the promotion amount will be multiplied by the value in the Special Multiplier field on the service rate.
  • The Promotion End Date field is used to enter the promotion end date. If the Promotion End Date occurs between the period begin and period end date of a New Billing, the promotion amount will be used instead of the minimum/flat amount on the service rate. The promotion amount will not prorate, even if the minimum/flat amount on the service rate is set up to prorate. If the promotion is active during the billing, the entire promotional amount will be used. If the promotion end date occurs prior to the period begin date of a New Billing batch, the promotional amount will not be used and the billing will be calculated as usual.
• The Attached Meter drop-down field is used to select the meter attached to the account.
• The Extended Description field is used to add an optional additional description to the selected service rate. This additional description will appear immediately after the service rate description in the Current Charges section of the billing statement.
  • This field is limited to 10 characters.
• The Enable Tax Code Overides toggle is used to enable a tax code override for the selected service code.
  • Override tax codes are used when an organization wants to control tax codes at the customer level. A common example would be overriding the standard tax code for a tax exempt customer. As tax codes are controlled at the service rate level, this functionality allows customers with special tax considerations to be set up with the same service rate as other customers. Those special tax considerations can then be addressed on a customer-by-customer basis.
  • Once the toggle is checked, click ADD TAX CODE to add an override tax code to the selected rate.
    • This will open the Tax Code Selection window. Select the override tax code and click the Select button   to attach the code to the account. The selected tax code will now display in the Tax Codes Added section to the right.
    • When the account is added to a billing batch, the specified override tax code will be the tax code that is billed. All other tax codes associated with the rate will be ignored.
• The Budgeted Rate toggle will be checked if the currently selected rate is part of a budget billed account.
  • The values in the Budgeted Amount, Start Date, Final Date and Recalculation Date fields are determined by the Budget Billing process (UB> Budget Billing).
• The Discount (%) field is used to apply a percentage discount to the highlighted service code.
  • The specified discount will only apply to the service code on the current customer's account. The customer's bill will still display a primary bill detail line for the standard service rate, but it will also include a second bill detail line with a negative amount that represents the percentage of the service rate discounted.
  • Specify a discount amount between 0.0000 (0%) and 1.0000 (100%).
• The Vacation Begin and Vacation End fields are used to put individual service rates into vacation status.
  • These fields work in the same manner as the vacation begin and end fields on the Account tab, but only apply to selected service rate.
• The Default Tax Codes section will populate with the tax codes attached to the selected service rates.
  • Tax codes are attached to service rates using the Service Rate Maintenance window (UB> Maintenance> Service Rate> Winter Average/Taxes tab> ADD TAX).
• If you would like to add or remove a service or service rate from a large number of accounts, use the Add/Remove Service feature (UB> Utilities> Add/Remove Services).
• Click the Save button to save any service or service rate changes.

11     Complete the Services Requests tab.

• The Services Requests tab will display all active, closed and committed service requests that have been created on the customer account.
• The Service Rates tab can also be used to create and open service requests.
• Click the New Service Request button to create a new service request on the account. This will open the Service Request Input Wizard with the customer information populated on the wizard.
• Highlight a service request on the tab and click the Edit button to open or modify the selected service request. This will open the Service Request Input Wizard.
• Highlight a service request and click the Delete button to delete the selected service request.
  • If there are meter readings attached to the deleted service request, those meter readings will not be posted to the meter.
  • If you would like to delete a committed service request, delete the service request from the Service Request Input window (UB> Service Requests> Input).
    • Deleting a committed service request will not delete the meter readings made on the service request from the meter. The meter readings are posted to the devices when the service request is committed, and deleting the service request will not remove those meter readings from the meters.
• The Request Description and Service Description fields will populate with the information from the service request highlighted on the Service Request tab.
  • You cannot modify the information in these fields from the Service Rates tab. If you would like to modify the information in these fields, click the Open tab to open the Service Request Input window and then modify the information in the fields.
• The Status column will display the status of the service request. The service request will either be active or closed.
  • When a service request is created, it will have an active status. After the service request has been completed, the status of the service request will generally be changed to closed.
    • Service requests are closed from the Service Request window using the Close button or from the Service Request Input Wizard by changing the Status field to Closed.
    • A service request must be closed before it can be committed.
• The Committed column will be checked if the service request has been committed.
  • You cannot check the Committed toggle on this tab to commit the service request. The Committed toggle is just displaying if the service request has been committed (UB> Service Requests> Commit).

12     Complete the Comments tab.

• The Comments tab is used to attach and display comments on the customer account.
• Comments are attached to customer accounts using a comment status. You can create a comment status using the Comment Status Maintenance window (UB> Maintenance> Comment Status), or you can use a comment status that has already been programmed into the application (Active, Alert, Attention, Closed and Promise).
• Click the Add button to add a comment to the customer account. This will enable the Comment section to the right.
• After specifying the comment details, enter the comment in the Comment Body section below. This field can accommodate up to 512 characters.
• Click SAVE to save the new comment.
• Highlight a comment and click the Delete button to delete a comment.
  • If a comment is accidentally deleted and the changes to the window have not been saved, exit the tab without saving the changes. This will open an information window describing that there have been changes to the information on the Account Master Maintenance window that have not been saved. Click the OK button to process without saving. If the changes to the window were never saved, the erroneously deleted comment will still display on the Comment tab of the Account Master Maintenance window when it is reopened.
• Click the Print button to print the account comments. This will open the Print Account Comments window.
  • Use the Comment Status toggles, Creation Date range fields and Close Date range fields to filter the comments that you would like to include in the report.
  • The header of the report will display the User that generated the report, the Print Date, the Account Number, the Customer Name, the Service Address, and the Phone Number for the selected UB account. The body of the report will display the Creation Date, Close Date, Comment Status and full Comment text for each comment included.

13     Complete the Winter Average tab.

• The Winter Average tab is used in conjunction with the Winter Averaging process (UB> Winter Averaging).

14     Complete the Containers tab.

• The Containers tab is used to add and maintain the containers attached to a customer account.
• The upper section of the window displays the containers attached to the customer account. Highlight a container and the fields in the Container Info section below will populate with the information attached to the selected container.
• Click the Add button to add a new container to the lot. This will add a line item to the upper section of the window. Highlight the new line item and enter the container information into the Container Info section.
• The Route field is used to enter the route number of the container. Routes are created and maintained using the Route Maintenance window (UB> Maintenance> Route).
• The Sequence field is used to enter the container sequence on the route.
• The Serial field is used to enter the serial number of the container. This is not a required field.
• The Lot field displays the active lot on the account, which is also the lot where the container resides. If you would like to change the active lot on the customer account, you can use the Lot tab to change the active lot.
• The Service field is used to attach a service to the container. For example, if you have a separate service for garbage collection titled GARBAGE, select GARBAGE in the drop-down menu.
  • The selection in this field will affect the functionality of the Service Code field. Only service rates of the service selected in this drop-down menu can be attached to the meter.
  • The service attached to the container should also be attached to the customer account using the Service Rates tab.
  • Services are created and maintained using the Service Maintenance window (UB> Maintenance> Service).
• The Service Code field is used to attach a service rate to the container.
• The Status drop-down menu is used to select the status of the container.
  • Meters with an inactive, missing or destroyed status will not be included in a billing.
• Click SAVE TO LIST and then the Save button to save the container information.