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WebConnect <br />Usage and <br />Administrative <br />Reporting <br />The ability to understand what percentage of your enQuesta <br />accounts use WebConnect and what volume of your service <br />orders are generated through WebConnect will be available and <br />the number of new WebConnect accounts. <br />Payment <br />Enrolled users will be able to view every payment transaction <br />History <br />made for each enQuesta account being managed by the <br />WebConnect enrolled user. <br />Payment History will be able to be exported out to Excel with the <br />single click of an icon. <br />Service <br />The WebConnect enrolled user will be able to initiate any of the <br />Requests <br />service requests enabled by the utility for WebConnect. Some <br />(Work <br />service requests may require the enrolled user to enter additional <br />Management) <br />information. The following service requests may be enabled by <br />the utility for WebConnect: <br />• Change of mailing address and phone number <br />• Transfer of Service (not available in real -time) <br />• Disconnect Service (not available in real -time) <br />• Promise to Pay <br />If the utility is leveraging Promise -to -pay functionality, <br />they will need to supply the eligibility rules at the start of <br />the project <br />• Electronic Bill Delivery Signup (tbd)]\ <br />• Recurring ACH Payment Signup <br />• Report Outage <br />• Generic Question/ Message <br />Note: Not all service requests are processed in real time. Some are <br />processed with CSR intervention. Real -time service requests will <br />automatically update enQuesta after the Enrolled User initiates the <br />request. The Enrolled User will get an e -mail from the utility upon <br />completion of the request. Real -time with utility - approval service <br />requests function similarly to Real -time requests, but require the <br />approval of the utility before completing the request. Approval is done by <br />authorized utility personnel, through an approval work queue and <br />assisted by a "wizard" that presents details entered by the Enrolled User <br />over the web. The Enrolled User will get an e -mail from the utility upon <br />submission of the request. <br />City of Santa Ana - enQuesta Upgrade Statement of Work <br />Page 15 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 <br />Document subject t edIlf2I' Public Records Act <br />