User Guide

For

Product Overview

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:

  • Easy online bill payment
  • Access to near real time water usage information
  • Self-service to update profile information such as email and phone numbers
  • Convenient service requests
  • Ability to send messages such as reporting an outage, billing questions, etc.
Getting Started

This section will provide the user to:

  • Register a new account
  • Log in to Smart Customer Mobile (SCM®) application
  • Get Login help for the following issues:
    • Forgotten Password
    • Forgotten User ID
    • Other Sign In issues
  • Onetime payment
  • Download Tenant Authorization Form

The first screen that appears on the web browser is as follows:

a) Register a new account:

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:
  • Contract Account #
  • City
  • Service Zip Code

A screen with the following pre-populated non-editable information will appear:

For Residential Customers:

  • Last Name
  • Middle Initial
  • First Name
  • Suffix
  • Address 1
  • Address 2
  • City
  • Primary Number - Editable
  • Mobile Number

For Commercial Customers:

  • Organization Name
  • Address 1
  • Address 2
  • City
  • Primary Number - Editable
  • Mobile Number

Provide the following information and click ‘Register’ to successfully register an account:

  • Mobile number
  • Email ID
  • Password
  • Confirm Password
  • Captcha
  • Captcha Text Box
  • Security Question 1
  • Security Answer 1
  • Security Question 2
  • Security Answer 2

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.

b) Log in to the Customer Portal

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.

c) Get Login Help:

Login Help is available for the following issues:

1. Recover Forgotten Password

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:

  • New Password : Provide a password that fulfils the following criteria:
    • 8 characters minimum up to max of 24
    • Must contain one capital letter
    • Must contain one numeric
    • Must contain one special character (*, &, @, etc.)
  • Confirm Password:Confirm the new 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.

2. Recover Forgotten Email ID

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:

  • Contract Account #
  • City
  • Service Zip Code

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.

3. Other Problems Signing in

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:

  • Email ID: Registered Email ID of the user
  • Comments: Provide the description of the issues experienced while signing in.

Upon clicking ‘Submit’, the following screen appears confirming that the request has been submitted successfully:

4. Help

User can access the help document for assistance on Registration process and Login help requests.

d) One Time Payment

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’:

  • Contract Account #
  • City
  • Service Zip Code

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.

  • Organization Name
    Note: First Name, Last Name (Prepopulated, Non Editable) for residential users.
  • Account Address
  • City, State, Zip
  • Phone Number
  • Email Address

Payment Details

Enter the amount and following payment details. Click on ‘Proceed’ to continue.

  • Billing address
  • City
  • State
  • Zip
  • Payment Date: Non editable and pre-populated.
  • Total Payment Amount: Editable and needs to be filled by the user.

For credit/debit card:

  • Name on Card
  • Card number
  • Card Expiration Date
  • CVV Code

For Bank Account:

  • Account Holder Name
  • Routing #
  • Bank Account #
  • Bank Name
  • Transaction type: Select checking/savings using radio button.

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’.

  • First Name, Last Name for residential customers
    Note: Organization Name for commercial customers
  • Address
  • City
  • State
  • Zip
  • Payment Amount
  • Convenience Fee: If the user is making a payment with credit/debit card then the fees of $2.95 will be deducted and if the user is making a payment with a Bank Account then there will be no deduction.
  • Total Payment Amount
  • Card Number (digits are masked and only last 4 digits are shown)
  • Card Expiration Date

Click ‘Make Payment’ to complete the payment process. Payment will be completed and the Payment Confirmation Screen will appear.

e) Download Tenant Authorization Form

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.

Dashboard

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.

a) View Information for another Service Address:

In order to view the information under every module, a user may switch between different registered Service Addresses.

b) Change Password

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:

  • Existing Password : Please provide the existing password
  • New Password : Please provide a new password
  • Confirm Password : Please confirm the new 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

‘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:

a) Profile

The ‘My Account’ module displays following information:

  • Name: This is the name on the account and is not editable. ‘Organization name’ shall be displayed in case of commercial customers.
  • Primary Phone: The primary contact number of the account which can be changed anytime. However, this is a mandatory field and must be filled in order to proceed further.
  • Mobile Phone: This is an alternate mobile number for the user.
  • Email ID: The Email ID of the user which is editable and also a mandatory field. The Email ID is used during the login process.
i) Mailing Address

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:

  • Address: The mailing address on the account.
    • PO Box No.
    • House number
    • Street
    • City
    • State- Mandatory
    • Zip Code- Mandatory
    • Care of

ii) Service address

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.

b) Settings

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:

  • Paperless Bill: Click ‘On’/ ‘OFF’ to indicate the paperless bill setting.
  • Home: Change the Dashboard view from the given options using radio button.
  • Notification: Select the type of notifications which the user would prefer to receive:
    • Email– Receive email notifications to user’s registered email address.
    • Push notification- Receive push messages on the user’s registered phone number.

Note: If the user has opted for paperless bill, Email/Push notifications cannot be turned off.

Usage

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.

i) Monthly Usage

The monthly water usage data up to 13 months is displayed for monthly customers with Fairfax Water, with the following information.

  • Monthly Average – Average usage for a period of 13 months.
  • Highest This Year - Highest water consumption ($) for the current year.
ii) Quarterly Usage

The quarterly water usage up to 5 quarters is displayed for quarterly customers with Fairfax Water with the following information:

  • Quarterly Average: Average usage for a period of one quarter.
  • Highest this Year: Highest water consumption ($) for the current year.

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.

Outages

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’.

  • Full name
  • Email
  • Message

Billing

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:

a) Utility Bill
  • Bill: It defines the total charges in $ terms. It also displays the corresponding information:
    • Total Usage: Total water consumption during the billing period in 1000 gal.
    • Total Water and Sewer Charges: The total water charge along with sewer and tax charges during the billing period in $.

Note: Click (i) icon to view the water rates.

  • Bill Details: The following billing details of the user is displayed
    • Billing Period: Period for which the bill has been calculated.
    • Previous Balance Due: The pending payment amount of previous billing periods that was carried forward to the current billing period.
    • Current Charges: It is the sum of all the aforementioned charges.
    • Late Payment Charges: Penalty charge for late payment of bill.
    • Total Amount Due: The amount due for the current period including penalty, if any.
    • Amount Paid this period: The payments made by the user in the current billing period.
    • Remaining Balance Due: It defines the residual bill amount that has not been paid yet. Note: Information icon (i) provides the information to the user on the remaining balance which may include charges or credits that have been accrued since the current billing period.
    • Due Date: It defines the due date of the bill payment.
  • View Bill: This option displays a PDF copy of the most recent bill.
  • Water Rate: The hyperlink redirects the user to the Fairfax Water website giving the current water rates.
  • Sewer Rate: The hyperlink redirects the user to the Fairfax Water website giving the current sewer rates.

i) Pay Bill

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:

  • Credit card
  • Debit card
  • Bank Account

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’.

  • Billing address
  • City
  • State
  • Zip
  • Payment Date: Non editable and pre-populated.
  • Total Payment Amount: Editable and needs to be filled by the user.

For Credit/Debit Card:

  • Name on Card
  • Card Number
  • Card Expiration Date
  • CVV Code

For Bank Account:

  • Account Holder Name
  • Routing #
  • Bank Account #
  • Bank Name
  • Transaction type: Select checking/savings using radio button.

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.

b) Recurring Bill

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.

i) Add Payment Method

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.

  • Account Holder Name
  • Bank Account
  • Routing #
  • Bank Name: Will populate by clicking the ‘Validate’ button
  • Transaction type
    • Checking
    • Saving
c) Payment Method

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:

  • Account holder Name
  • Bank Account#: 8 to 16 digits bank account number
  • Routing #: 9 digit routing number
  • Bank Name: gets auto populated based on the routing # provided by the user

Click ‘Update’ to successfully update the information provided by the user.

d) History

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:

  • Transaction Date
  • Status – Status of the bill (cleared/rejected)
  • View Bill – Click the corresponding hyperlink to download a bill in PDF format.

e) Billing Questions

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.

f) Payment Location

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:

  • Address
  • Payment Days and Hours
  • Contact Number

Notifications

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:

  • Go to the next message
  • Go to the previous message
  • Save the current message being viewed, using icon
  • Delete the current message being viewed, using icon
  • Respond to the selected message
  • Return to the ‘Inbox’ folder

The Notification module has the following folders:

  • Billing: Contains the notifications related to Billing module
  • Services: Contains the notifications related to Service module
  • Connect Me: Contains the notifications related to Connect Me module
  • Sent folder: Includes the messages sent from the ‘Connect Me’ and ‘Service‘ modules
  • Saved folder: Includes the messages that have been saved using the ‘Star’ icon
  • Trash folder: Includes the messages that have been deleted from the source folders using the ‘Trash’ icon
  • All Mail: Includes the messages of all folders except Trash

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.

Compare

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:

Types of Comparisons

There are following three types of comparisons available:

  • 1. Compare Me
  • 2. Compare Zip
  • 3. Compare All

Compare Me

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:

Compare Zip

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).

Compare All

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.

Connect Me

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:

  • Customer Name: Auto populated
  • Contract Account #: This is the account number which is auto-populated
  • Date of Request: The current date
  • Topic: Pre-defined Topics. Select from drop down.
  • Subject: Any relevant subject of the message can be typed here in the text box
  • Add Attachment: Any file less than 5MB in size such as excel, word, jpeg, png, csv, etc. can be attached
  • Comments: Comments up to a word limit of 500 words can be provided by the user

Enter all the mandatory fields and click ‘Submit’ to successfully send the request.

Service

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:

  • Reason: Various service request reasons are listed in the dropdown box.
  • Contract Account #: This is the account number generated by Fairfax Water.
  • Date: It is the current date.
  • Reported By: The default is the customer’s name. However, it can be edited to another name by whom the service request is being raised.
  • Primary Phone: Defaults to the user’s primary phone, but can be updated.
  • Alternate Phone: An alternate phone number for the user to enter.
  • Add Attachment: Upload file up to the size of 5 MB.
  • Additional Comments: Text box to provide comments related to the service request.
Education

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.

Logout

In order to log off from the customer portal, click on the ‘Log Out’ hyperlink present at the top right corner of the screen.