"Previously, we had both a paper version of the Residential Adjustment Form and an online Wufoo version, but the Wufoo form came as an email, which we printed out and treated the same as the paper form. The purpose of this form is to give customers the ability to appeal their high water bill if they have made a repair. The approval process was long and involved on our side, lasting 2-4 months before the customer received a refund. First, we would receive the form, hopefully with a receipt, then we would verify the account information supplied. If the customer did not attach a receipt or if there were other issues, we would have to follow up with the customer for necessary documentation. Then, we would print a copy of the high bill, fill out an Excel template that calculated the bill adjustment amount, print a copy of the excel form, and send off the submission for approval. Once the submission was approved by the reviewer, it would be filed in a standing file, only to be considered for credit approval at the next meter read date. At that point, if the customer was qualified to receive credit, we would split apart the submission paperwork, check the math in the first part, then sign off and give it to the manager to approve payment. Then, the manager would deliver the paperwork to the billing department to process the credit, and the rest of the paperwork would be filed in a large cabinet and kept for a minimum of 2 years. If the customer was not approved to receive credit in a given month, the submission paperwork would be marked as needing review again and placed back in the standing file, to be reassessed at a second read."
"Now, the form is submitted online through SeamlessDocs, almost always with the actual receipt (now, about 95% comply with attaching the required receipt). Once the form has been submitted, we receive an email notification and the customer receives a confirmation email explaining the process going forward. We can also upload screenshots to the online submission, manage the submissions with Tags & Stages, and more, to give all staff more context about the submission and its status. SeamlessGov enables a more streamlined paperless version of the process, reducing the number of update phone calls to customers, streamlining the approval process, and creating more efficiency overall."
MNWD leverages SeamlessDocs to transform their paper forms and processes into smart, interactive online services. In the Residential Adjustment Form, conditional logic customizes the form fields based on the customer's inputs, reducing the likelihood of error or missing fields. The ability to require attachments has also drastically reduced incomplete submissions from 30% to 5%. Furthermore, the automatic email notification eliminates the need for unnecessary phone calls and helps the customer navigate the process post-submission.