SYSTEMS & SOFTWARE, INC. 1B (2) - 2016

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• And soon Or, the main task of a work order might be complete, but secondary tasks remain. These situations are where the enQuesta Task Routing Work Queue can help: It prompts the right employee(s) to execute required follow -up action later on — independently of the work order. WebConnectTm Account Reminders WebConnect was enhanced to provide Utility customers with a popup alerting them to update their personal information based on configurable time - frames. When a customer opens a new WebConnect account or their personal information hasn't been updated in the defined number of months, the Information Update Notice popup will display. Any changes the customer makes online to their personal information are automatically updated to the enQuesta databases, with no work order being created for these changes. enQuesta Credit Refunds We have added substantial functionality the Credit Refund processes. There is a new option in On -line Posting that allows a user to enter Credit Refunds to one account regardless of the active code. The user selects a reason code that is visible on the inquiry screen for future references. Once the Credit Refund is entered, a Fast Fact will display and a pending transaction shows in billing history. With enQuesta v4.5 we now support the following business requirements: • Business Rules can be defined by reason code for grace period, maximum /minimum balance, approval required and approval amounts. • Ability to have a grace period between the last payment date and the issuance of a refund check. • Ability to issue a credit refund, regardless of the balance due on the account, in the event of a payment made in error. • Ability to cut a check for any specified amount regardless of balance of account but not to exceed the credit balance on the account. • Ability to automatically generate security deposit refunds as a credit to the account based on pre- defined rules. • Ability to issue a check for a user - specified amount for any reason (over charges, etc.) regardless of the account balance. • Provide on -line reviews through work queue of any credit refunds that did not pass the business rules based on the reason code: • Approve • Deny • Add Stop Credit Refund Flag • Remove Stop Credit Refund Flag Notifications & Communication Preferences Utilities can now give their customers the option of signing up for account -based reminders via a range of methods from email to paper to SMS Text Messaging. This functionality is supported via Call Center input from Inquiry Portal, as well as Customer Self- Service via WebConnect. In City of Santa Ana - enQuesta Upgrade Statement of Work Page 6 of 32 Proprietary and Confidential to Systems & Software, Inc. 2/16/2016 Document subject to the California Public Records Act