11 | Audit of Public Utilities Billing and Collection Processes July 2024 2. Non-Compliance with Standard Operating Procedure 520.56.1, Setting Up New Commercial Account regarding attaching required documentation in the billing system and inconsistency with Standard Operating Procedures for creating new customer accounts Observation Standard Operating Procedure 520.56.1, Setting Up New Commercial Account, outlines the stepby-step process that a Customer Service Representative utilizes to ensure consistent, efficient and compliant setup of utility services for new commercial customers. One of the requirements within the Standard Operating Procedure is the Customer Service Representative shall “Attach any documents such as lease, deed, letters of authorization, Sunbiz.org info, etc.” into the billing system. After reviewing Standard Operating Procedure 520.54.1, Setting up New Residential Accounts, it was found that it did not explicitly require Customer Service Representatives to attach supporting documentation into the billing system. The auditor inquired whether this requirement also applied to residential accounts and management confirmed this step is necessary for the creation of new residential and commercial accounts. The auditor selected a random sample of fifty (50) newly opened residential and commercial accounts out of a population of 7,359 accounts from 2023. During the review of the fifty (50) sampled accounts, it was observed that thirty-six (36) accounts did not include a copy of the customer’s application in the billing system and six (6) accounts did not include a copy of the customer’s deed, lease, or rental agreement in the billing system. These documents provide evidence that the customer was originally eligible for service and where pertinent information was obtained. Recommendation • To ensure consistency with creating customer accounts, the Public Utilities Department should amend their Standard Operating Procedure 520.54.1, Setting up New Residential Accounts, to add the process of attaching required documentation into the billing system. • The Public Utilities Department should continually train staff responsible for opening new accounts to ensure they are aware of the requirements of opening a new account. • Public Utilities Department could enhance the billing system to automatically flag the account if no attachments were included upon creation of the account. Management Response Training Enhancement: Call Center leadership will periodically provide refresher training to staff to ensure that all required documentation for establishing an account is attached in compliance with County Resolution 2023-148.
RkJQdWJsaXNoZXIy MzM3Mjg=