Smart Customer Mobile (SCM®) is an intelligent platform designed to offer utility customers convenience and control to access their data anytime, anywhere and on any device (phone, tablet, computer) all while keeping things simple and user friendly. It offers nine efficient modules to promote self-service and achieve the following water management objectives below and much more:
This section will provide the user to:
The first screen that appears on the web browser is as follows:
Click ‘Don’t have an account? Register Now’ to register a new account and get access to the product.
The following ‘User Registration’ screen will appear on clicking ‘Don’t have an account? Register Now’:
Provide the following information and click ‘Next’ to proceed to the next step of registration:
A screen with the following pre-populated non-editable information will appear:
For Residential Customers:
For Commercial Customers:
Provide the following information and click ‘Register’ to successfully register an account:
Once ‘Register’ is clicked, the above mentioned information is submitted and a confirmation message appears as shown in the screen below:
Check the registered email ID to access the email for completion of the registration process. Click the activation URL in the email to activate the user account. The user is redirected to the following screen with a confirmation message on activation of the account.
Enter the Email ID and Password which was generated using the ‘Register’ option and click ‘Login’.
Note: Click the ‘Remember Me’ checkbox to enable the web browser to remember the entered Email ID and Password for login convenience in the future.
Upon successful login, Users will see the ‘Dashboard’ screen as shown below.
Login Help is available for the following issues:
If the account is already registered, then click on ‘I forgot my password’ hyperlink to recover a forgotten password:
The Forgot Password screen is displayed. Now, enter the registered Email ID and click ‘Submit’ to recover the password:
After clicking ‘Submit’, the following pop-up appears:
An automatically generated email is sent to the user’s Email ID along with a hyperlink to reset the password. Click the URL to access the password reset screen. The following screen shall be displayed:
Provide the following information and click ‘Submit’ to successfully reset the password:
Note: : The user must have a valid registered Email ID before proceeding with Forgot password. Otherwise, the user can call Customer Service or click the ‘I’m having other problems signing in’ link to connect with Customer Service via Email.
If the account is already registered, then click ‘I forgot my Email ID’ hyperlink to recover a forgotten User ID.
The ‘Forgot Email ID’ screen is displayed. Now, provide the following information and click ‘Next’ to recover the User ID:
Once ‘Next’ is clicked, the following screen appears. Enter the security answer 1 and 2 and click on ‘Submit’.
A message displaying the user Email ID is prompted.
Note: The user must have a valid Email ID on record before proceeding with Forgot Email ID. Otherwise the user can call Customer service or click on the ‘I’m having other problems signing’ link to connect with Customer service via Email.
If the account is already registered, then click on the ‘I’m having other problems signing in’ hyperlink to connect with the Customer Service via email for any issue related to signing in.
On clicking ‘I’m having other problems signing’ hyperlink, Other Login Problems screen is displayed. Provide the following mandatory information and click ‘Submit’ to submit the email request:
Upon clicking ‘Submit’, the following screen appears confirming that the request has been submitted successfully:
User can access the help document for assistance on Registration process and Login help requests.
A User can make one time bill payment using ‘One time payment’ hyperlink.
After clicking the hyperlink, the following screen will appear. Enter the following mandatory information and click ‘Submit’:
The Following screen will appear:
Click on ‘I Agree’ to continue with the payment process.
Choose the payment mode: Credit Card, Debit Card or Bank Account by selecting the radio button corresponding to each.
Note: Transaction limit for Credit/Debit Card is $400. However, there is no limit on number of transactions. Transaction limit for Bank Account is $100,000.
Customer Details – Displays pre-populated customer details and is Non Editable.
Enter the amount and following payment details. Click on ‘Proceed’ to continue.
For credit/debit card:
For Bank Account:
Once the details have been entered, click on ‘Proceed’ to continue with the payment process.
Confirm the following payment details in the payment summary and click on ‘Make Payment’.
Click ‘Make Payment’ to complete the payment process. Payment will be completed and the Payment Confirmation Screen will appear.
Fairfax Water provides its users the ease of downloading the tenant authorization form from the SCM application. The users may complete the form and email it to Fairfax Water.
To access the form, click on the hyperlink ‘Download Tenant Authorization Form’.
Once the hyperlink is clicked, the form opens in PDF format.
The Dashboard displays each module along with the respective icons associated with each module. This is the home screen displayed after successful login to the customer portal.
In order to view the information under every module, a user may switch between different registered Service Addresses.
A user may change the current password at any time throughout the portal. Click ‘Change Password’ hyperlink on the top right corner of the screen.
Once ‘Change Password’ is clicked, the following screen appears. Enter the following mandatory information and click ‘Submit’ to change the password:
The ‘Paperless Billing’ ad banner redirects the user to the ‘Settings’ section of ‘My Account’ to let the user enroll in paperless billing.
‘My Account’ is a personalized module to display the user profile information of the registered user account. This module provides the ability for users to view and edit their profile information such as email and phone numbers. Users can also set notification preferences based on their convenience.
To access ‘My Account’ module, click on the ‘My Account’ icon on the Dashboard. The following user interface will appear:
The ‘My Account’ module displays following information:
Preferred mailing address where the customer would like to receive correspondence from Fairfax Water. The following information will be pre-populated which can be updated by the user:
Any Service Address associated with the user will be displayed in this section with the following information:
Default: The radio button helps to select default service address if multiple Service Addresses are registered with Fairfax Water.
The user can search the addresses using the search bar.
The information in the application is based on the selected property.
Click ‘Settings’ to navigate to the Settings tab. The following screen appears:
This section provides following information and enables to view and configure the following:
Note: If the user has opted for paperless bill, Email/Push notifications cannot be turned off.
The ‘Usage’ module provides graphs and charts illustrating consumption, historical comparisons and current rates. Customers can view their Quarterly/Monthly consumption and bill amounts and also access the corresponding average and highest consumption for the selected time period.
To access Usage module, click on the ‘Usage’ icon on the Dashboard/top ribbon. The following user interface will appear:
This section displays customers’ water consumption for different time ranges. It provides the usage in bar graph format.
Monthly or quarterly usage will be displayed based on services from Fairfax.
The monthly water usage data up to 13 months is displayed for monthly customers with Fairfax Water, with the following information.
The quarterly water usage up to 5 quarters is displayed for quarterly customers with Fairfax Water with the following information:
User may choose to view the usage data in ‘Dollar’ or ‘1000gal’ terms by selecting the respective icon on the screen.
When ‘Dollar’ is selected, Water Charges and Sewer & Tax Charges shall be displayed as a stacked graph.
When ‘1000gal’ is selected, following graph will appear:
The user may download the consumption data in excel format. Click on ‘Export to Excel’ to download the usage data in an excel format.
To view the current water rates from Fairfax Water, click on ‘Rates’. The user is redirected to Fairfax Water’s website to display the information on water rates.
The ‘Outages’ module provides information about current outages in a map format and allows reporting a main break from Fairfax Water’s Website.
To view the outage information, click on the ‘Outage’ icon on the top ribbon. The following user interface will appear displaying the outage map for Fairfax Water in a new browser window.
To report a water main break, click on ‘Report a main break’ in the top right corner. Provide the following information and click ‘Send Message’.
The ‘Billing’ module enables users to view current & historical bills, pay bills online, view bill history, raise billing questions and view the list of all the payment locations of Fairfax Water.
To access ‘Billing’ module, click on ‘Billing’ icon on the top ribbon. The following user interface will appear:
Note: Click (i) icon to view the water rates.
Click ‘Pay Now’ to pay utility bill using Credit/ Debit Card or Bank Account.
On clicking ‘Pay Now’, the user is redirected to the screen below. User can choose to pay via the following payment methods:
Note: Transaction limit for Credit/Debit Card is $400. Transaction limit for Bank Account is $100,000. There is no limit on number of transactions.
Enter the following payment details and click on ‘Proceed’.
For Credit/Debit Card:
For Bank Account:
Summary of the payment information is displayed as shown below.
Click ‘Make Payment’ to complete the payment process. Up on clicking ‘Make Payment’, the payment will be completed and a message confirming the payment will be displayed.
This section gives the option to the user to enroll for Recurring Payments. User can select or set up the bank account and enroll for recurring payments.
Click on ‘Enroll Now’ to select the bank account. The user is required to check a condition authorizing Fairfax Water to withdraw the user’s bill amount from the bank account on the due date posted on the user’s bill.
Click ‘Confirm’ to successfully enroll for recurring payments of bills.
Add bank account by clicking ‘Add Payment Method’ for recurring bills. The following screen appears once the hyperlink is clicked:
Provide the following information and click ‘Add’ to save the bank account details.
This section displays the lists of payment methods for bank accounts that have been saved by the user to make future bill payments.
The user can ‘Edit’ or ‘Delete’ the selected payment mode when clicked on the respective icons corresponding to each payment mode in the list.
On clicking ‘Edit’, the following screen appears for updating the bank account information of the user:
Provide the following required information:
Click ‘Update’ to successfully update the information provided by the user.
This section displays the history of past bills. User can view detailed list of all the previous bills that have been generated for up to 13 months. The following attributes are displayed:
On clicking the ‘Billing Questions’ tab, the user is redirected to the ‘Connect Me’ module. This allows the user to request billing/payment related questions.
Click ‘Payment Location’ for accessing the list and map view of Fairfax Water’s bill payment location. The location is displayed based on a user’s GPS coordinates to provide convenience for the user.
The section displays the following information of payment locations:
The ‘Notifications’ module allows for real time two-way communication between the user & Fairfax Water via email notifications such as connect me updates, service requests, and billing notifications.
To access Notifications module, click on ‘Notifications’ icon on the top ribbon. The following user interface will appear:
Inbox:The Inbox folder of this module appears as the default which displays all the messages received by the user from Fairfax Water. On clicking any particular message from the list of messages in any of the folders, a screen similar to the above appears.
Once a particular message is opened, the user can perform the following listed functions:
The Notification module has the following folders:
The following additional functions can be performed by the user:
1. The user can select multiple messages by using multiple checkboxes to save or to delete messages.
2. The user will not be able to restore a message once it has been permanently deleted from the "Trash" folder.
3. The user will have the option to remove any unwanted attachments.
4. The user can move messages from the ‘Trash’ folder to the ‘Inbox’ folders (i.e. Billing, Connect Me, etc.) using the ‘Put Back’ icon.
The ‘Compare’ module enables the users to compare their current year’s consumption with their previous year’s consumption and that of similar building structures in their zip code. The information is displayed in a graphical format.
To access ‘Compare’ module, click on ‘Compare’icon on the top ribbon. The following user interface will appear:
There are following three types of comparisons available:
This displays the user’s usage comparison for selected month/quarter of the current year with the same month/quarter of the previous year, for example, Quarter 1, 2014 and Quarter 1, 2015:
This displays the user’s usage for current year and compares with the average consumption of customers in his zip code that are in similar building structures (single family, town house, commercial).
This displays the usage comparison of the user’s consumption for the current year with the user’s consumption of the previous year and the average consumption of customers in the user’s zip code.
Note: User can select the month/quarter for which the comparison data is to be seen, using the ‘Month’/’Quarter’ drop down.
The ‘Connect Me’ module provides communication to Fairfax Water by sending messages directly via email.
To access ‘Connect Me’ module, click on ‘Connect Me’ icon on the top ribbon. The following user interface will appear:
Provide the following mandatory information to submit an email request:
Enter all the mandatory fields and click ‘Submit’ to successfully send the request.
The ‘Service’ module allows users to enter and log service requests that include safety, Tenant Authorization Form request.
To access ‘Service’ module, click on ‘Service’ icon on the top ribbon. The following user interface will appear:
This section displays the following information:
The ‘Education’ module allows the user to view water educational tips recommended by Fairfax Water.
To access the ‘Education’ module, click on the ‘Education’ icon on the top ribbon or the tile on the Dashboard. The following user interface will appear:
This section displays various educational tips offered by Fairfax Water. Users can ‘Like’ a particular educational tip by clicking the ‘Like’ icon.