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Moulton Niguel Water District, CA

Residential Adjustment Form

Moulton Niguel saved citizens time and staff energy by bringing their Residential Adjustment Form online.

Top Form

Residential Adjustment Form

Moulton Niguel Water District, CA

Overview:

Moulton Niguel dramatically improves citizen experience by bringing its Residential Adjustment form online

  • Champion:

    Elaina Hurst, Water Efficiency Rep

  • Savings:

    Moulton Niguel saved citizens time and staff energy by bringing their Residential Adjustment Form online.

  • Department:

VIEW PUBLIC FORM

NOTE: These forms are public. Please do NOT press SUBMIT.

Old Process

The future of government shouldn't involve a fax machine.

Previously, we had both a paper version and an online form (Wufoo). But the online form came as an email, which we printed out, and treated the same as the paper form.

There was no real advantage for us to push the Wufoo online form, so we had about half and half paper and online submittals. The purpose of this form is to give customers the ability to appeal their high water bill if they have made and can document a repair. They are normally approved after review, but the process is long and involved on our side, lasting 2-4 months before the customer receives a refund. Process went as follows (and still applies to the paper version of our form currently): 

  1. Receive form via paper or email printed, hopefully including a receipt (about 70% complied with attaching the required receipt) [1 min] 
  2. (2a). Verify account information supplied, look over billing details, check customer call notes and form to see if they have explained what happened and if it is likely the problem has been fixed [7 min]
  3. (2b). If customer did not attach a receipt or there are other issues with the filling of the form, customer must be called [3 to 10 min]
  4. Print a copy of high bill [1 min]
  5. Fill out Excel template that calculates the bill adjustment amount [3 min] 
  6. Print a copy of the excel form [1 min ]
  7. Call customer to let them know we have received their form and assembled the submission to submit for approval, we also explain the whole process to them, explain that the problem must be fixed, explain the timeline involved and why; often spend more time giving advice to make sure the problem is resolved [3-15 min]
  8. Staple submission together; send for management approval (placed in a standing file on a desk) [1 min]
  9. Submission is approved (almost always) by reviewer and then filed in a standing file depending on next meter read date [1 min]
  10. When submission reaches next meter read date, customer account is checked to see if customer is able to be approved for credit (usage back within guidelines) [1 min]
  11. (10a) If customer is able to receive credit, submission paperwork is split apart, first part has math checked again, then signed and given to manager to approve payment [1 min]
  12. (10b) If customer is not able to receive credit this month, submission paperwork is marked as needing review again and placed back in the standing file depending on 2nd meter read date [1 min]
  13. Regardless, customer is called, usually a quick phone call if they are receiving credit, otherwise can be a very long phone call if it is obvious the problem is not resolved and customer needs further troubleshooting help [3-20 min]
  14. (12a) If customer is approved for payment, manager delivers paperwork to billing department to process the credit, and the other part of the paperwork is filed in a large cabinet and kept for minimum 2 years. [1 min]
  15. (12b) If customer has to wait for 2nd read, then submission repeats steps [9-11]

New Process

In minutes we were able to convert the existing process into a smart online experience.

Form is submitted online, hopefully including an actual receipt (about 95% comply with attaching the required receipt, increased mostly due to being able to give better explanations on form and new website and mandatory form requirements), we receive an email notification that a file has been submitted. Customer receives an email acknowledging receipt and explaining process going forward and notified that contact will be primarily via email.

Being an online process from the start is a huge time save right there. The process is also in the SeamlessGov platform as opposed to paper. Once the form is submitted with the receipt, we can communicate with the customers through email notifications. We can also upload screenshots to the online submission, manage the submissions with Tags & Stages, and more.

This whole process is more streamlined in that there is less paper, less meetings and in-person approvals, less phone calls, and more efficiency overall.

Savings

By making the process smart we enhanced the experience while saving valuable time and money.

Moulton Niguel saved citizens time and staff energy by bringing their Residential Adjustment Form online.

Top Form
Testimonial

Elaina Hurst, Water Efficiency Rep

"An increased compliance with the form is mostly due to being able to give better explanations on the form via our new website and Seamless' mandatory form requirements."

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