02 — Capability · BC-1560
Utility Customer Service & Billing
Serve and bill electricity, gas and water customers under regulated tariffs and protections, from opening service at a premise and billing metered usage to payment arrangements and help for customers who cannot pay. Generic contact handling, invoicing and collections sit in the cross-industry capabilities.
- CIS
- Customer Care & Billing
- Utility Billing
- Customer Information & Billing
In scope
- Service start, stop and transfer at service points
- Rates and tariffs configured in the billing system
- Bill calculation from metered usage and regulated bill content
- Regulated payment arrangements, disconnection and customer protections
Out of scope
- Contact handling, cases and complaints (see BC-450)
- Generic invoicing, cash application and revenue accounting (see BC-250)
- Credit assessment and generic collections (see BC-250.20, BC-250.30)
- Commercial pricing, discounts and promotions (see BC-470)
- Preparing and arguing rate cases with regulators (see BC-1580)
Decomposes into · 5
- BC-1560.10Service Start, Stop & MoveLet customers start, stop and transfer utility service at a premise with the right account, deposit and opening and closing reads, so responsibility for usage changes hands cleanly.
- BC-1560.20Rates & Tariff ConfigurationTurn approved tariffs into accurate billing rules, so every customer is charged exactly what the regulator approved from the effective date onward.
- BC-1560.30Utility Bill Calculation & PresentmentCalculate each customer's bill from validated usage and the applicable tariff, catch errors before bills go out, and present bills in the clear, regulated form customers are owed.
- BC-1560.40Payment Arrangements & DisconnectionHelp customers who fall behind keep service through regulated payment plans and, when disconnection cannot be avoided, carry it out only as the rules allow and restore service promptly once conditions are met.
- BC-1560.50Customer Assistance & ProtectionsKeep essential service affordable and safe for customers who need extra help, through assistance programs, protections for medical and vulnerable households, and limits on disconnection in extreme weather.