14 | Audit of Public Utilities Billing and Collection Processes July 2024 4. Lack of formal policy or Standard Operating Procedures regarding issuance of customer refunds. Observation The Public Utilities Department lacks a formal policy or standard operating procedure regarding refunds. Having a policy or procedure is essential for maintaining consistency, efficiency and accuracy when processing refunds. It ensures that refunds are processed the same across different transactions and circumstances and helps streamline internal processes, reducing the likelihood of errors or delays when processing refunds. Recommendation To ensure consistency and accuracy of refunds, the Public Utilities Department should implement a Standard Operating Procedure for a refund policy. Management Response Call Center leadership is working on a formal Standard Operating Procedure (SOP) for refunds to ensure consistency and accuracy in processing. They are also working with the new CIS (Itineris UMAX) to ensure a formal process is built into the system, guaranteeing that refunds are consistently handled based on the type of request received. Completion Date: Wednesday, August 7th.
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