PURPOSE: Provide guidelines for payment arrangements in the ...

Document Number: DWU-PRO-121-CAB Revision Number: 2
Approved By: Denise Wallace Effective Date: 11/10/2010
Description of Last
Change:
Added Visio
Document Title:
Payment Arrangements
PURPOSE: Provide guidelines for payment arrangements in the Customer Service Call
Center, Lobby, and Credit Services Sections of the Water Department.
SCOPE: Applies to all personnel that are authorized to make payment arrangements in
the Water Department.
RESPONSIBILITY & AUTHORITY: The Water Department Section Manager or their
designee is responsible for training and ensuring that all authorized staff process
payment arrangements per this procedure.
SAFETY: Follow applicable Chapter 49 guidelines set by the City of Dallas.
ENVIRONMENT: Follow applicable environmental guidelines set by the City of Dallas.
NOTES
1. A customer may request payment arrangements by calling customer service at (214)
651 - 1441, making a request through biller-direct at www.dallascityhall.com, in
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Document Number: DWU-PRO-121-CAB Revision Number: 2
Approved By: Denise Wallace Effective Date: 11/10/2010
Description of Last
Change:
Added Visio
Document Title:
Payment Arrangements
person by visiting the Water Lobby at City Hall, 1AS, or the Credit Services Office at
City Hall, 3AS.
2. If a customer calls customer service to make payment arrangements, makes an online
request through biller-direct, or visits the City Hall Water Lobby and the amount
they owe is less than $2,500.00, there are 3 types of arrangements that can be
offered. (If the customer owes more than $2,500.00 refer the customer to Credit
Services.)
2.1. Request sufficient amount to make the remaining balance less than $120.00 to
prevent disconnection, or
2.2. Extend the due date (not to exceed 29 days) by placing a deferral or dunning
lock on the account for the amount past due or in full. See online work
instruction for CS - CICO - Create a deferral, SAP Online Manual or CS - CICO -
Create a dunning lock, SAP Online Manual
2.3. If the customer is unable to comply with the above (a-b), offer the customer to
make a down payment of at least half the balance due and place the remaining
balance on an installment plan of 3,6, or 12 months. If the customer is already
on an installment plan and can’t comply with either of the above, a-b, refer the
customer to Credit Services.
2.3.1. Up to 6 months – to be approved by Call Center Customer Service
Representative, or Lobby Customer Service Representative
2.3.2. Up to 12 months – to be approved by a supervisor
2.3.3. Longer than 12 months – refer customer to Credit Services
2.4. If the customer’s service has been discontinued for non-pay request the past
due balances for a reconnection.
2.5. After offering all of the above (a-d), if the customer is still unable to comply with
an arrangement, refer the customer to Credit Services at (214) 670 – 4182.
2.6. Make a Notation of any changes or decisions made in regards to the customer’s
account by creating a contact. See SAP Manual, Create a contact.
3. Credit Services Office: Payment arrangements given by the Credit Services Office
representatives are negotiable based on each customer’s situation.
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Document Number: DWU-PRO-121-CAB Revision Number: 2
Approved By: Denise Wallace Effective Date: 11/10/2010
Description of Last
Change:
Added Visio
Document Title:
Payment Arrangements
3.1. Request a portion of the bill be paid for a deferral, dunning lock or reconnection
and have the customer commit to making another payment within 2 weeks from
their payment date.
3.2. In extenuating circumstances, a turn on can be issued without payment.
However, the customer must commit to making a substantial payment within 2
weeks of the reconnect.
3.3. If a customer is already on an installment plan and is still delinquent on their
account, request a partial payment for a deferral, dunning lock, or reconnection
and have the customer commit to making another payment within 2 weeks from
their payment date. The customer is to call Credit Services back after their next
payment to make further arrangements until their account is current. Otherwise,
the account is subject to disconnect.
3.4. If a customer continually fails to keep their payment arrangements, warn the
customer that if they do not comply, they are subject to be disconnected any
time after their extended due date. Follow up with the customer’s arrangement
and if s/he did not comply, create a manual disconnection document. See SAP
online Manual for how to create a manual disconnection. Notify the Field
Discontinuance Supervisor of service order that needs to be expedited by phone
or e-mail.
REFERENCES:
Sys. Generated
Create a contact, SAP Online Manual
Sys. Generated
CS - CICO - Create a deferral, SAP Online Manual
Sys. Generated
CS - CICO - Create a dunning lock, SAP Online Manual
Sys. Generated
FICA - FPR1 - Create Installment Plan, SAP Online Manual
City Ordinance Chapter 49
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