CITY OF MEQUON
Citizen Self Service
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Citizen Self Service User Guide
Version 9.3
For more information, visit www.tylertech.com.
CITY OF MEQUON
TABLE OF CONTENTS
Citizen Self Service ............................................................................................................................................. 3
Citizen Self Service Users ............................................................................................................................................ 3
CSS Main Page .................................................................................................................................................................. 4
Module-Specific Screens ......................................................................................................................................... 5
Location ......................................................................................................................................................................... 5
Announcements ......................................................................................................................................................... 5
Resources ...................................................................................................................................................................... 6
Utility Billing Accounts ............................................................................................................................................ 7
Citizen Self Service Programs ......................................................................................................................... 8
Payments ........................................................................................................................................................................... 8
Single Bill Payments ................................................................................................................................................. 8
Shopping Cart .............................................................................................................................................................. 9
Processing Payments ............................................................................................................................................ 10
E-Mail Announcements ............................................................................................................................................. 14
General Billing ................................................................................................... Error! Bookmark not defined.
Utility Bills ...................................................................................................................................................................... 16
Manage Bills .............................................................................................................................................................. 20
Show/Hide Past Bills ............................................................................................................................................. 21
Bill Details.................................................................................................................................................................. 21
Pay Bills ...................................................................................................................................................................... 22
Automatic Payments ............................................................................................................................................. 25
Accounts Details and Account Information .................................................................................................. 29
Contact Us .................................................................................................................................................................. 31
Search Results .......................................................................................................................................................... 32
New Search................................................................................................................................................................ 32
Shopping Cart for Utility Billing ........................................................................................................................ 32
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Citizen Self Service
Citizen Self Service (CSS) gives residents Web-based access to municipal services and
information. Official records may be available online, and users may view or pay various bills
and invoices. Users can also make nonemergency requests of specific municipal departments.
Citizen Self Service Users
Settings in Munis Self Service Hosting and in Citizen Self Service Administration determine
which CSS modules users can navigate through without an active username and password.
This is due to both the public nature of the information contained in CSS and the potential high
number of users. If none of the CSS modules require a log in, all users are logged in as Guest.
If all of the CSS modules require a log in, the program prompts users to enter a username and
password. Users can get a password reminder, or, if allowed, register for a username and
password.
If there are some modules that require a log in and some modules that do not require a log in,
the program displays a screen allowing the user to access the modules that don’t require a log
in or to log in to access the other modules. This screen also displays announcements for your
citizens.
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CSS Main Page
The main page of CSS displays a list of all of the modules available for processing, as well as
a Resources option that lists any documents or hyperlinks that might be useful to citizens. The
Announcements panel contains any announcements generated through CSS Administration.
The Business License Accounts, Utility Billing Accounts, and Personal Property Accounts
panels display information about accounts linked to a user’s login. The user can click the arrow
for each account to view bills for the account, and in some cases pay bills. If account linking is
not allowed for the module, the accounts panel does not display.
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Module-Specific Screens
Location
This is a textual guide to where a user is in the module. Starting with Home, the next entry is
the module the user is using, followed by pages and sub-screens.
Announcements
The text that displays in the Announcements panel is established by an administrator. All users
on the CSS homepage view the same Announcement.
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Resources
Two types of resource links are available: documents uploaded to the Web server and links to
other Web pages. These links display for all users of CSS and are maintained by the
administrator. The documents or Web sites can be accessed by clicking Resources to display
the list of documents or Web site links and clicking a link.
Document
Web Link
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Utility Billing Accounts
If the user has utility billing accounts linked to his or her username, the Utility Billing Accounts
panel lists those accounts. The user click the arrow for an account to expand or collapse a list
of customers associated with each accounts. The user clicks Manage Bills to manage the bills
for each customer.
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Citizen Self Service Programs
Your citizens can view and pay real estate, personal property, motor vehicle, utility billing,
business license, animal license, general billing, miscellaneous cash, parking ticket, and
permits and inspection bills through Citizen Self Service. Citizens can also view information
about tax relief, e-mail announcements, and non-emergency requests.
Payments
Citizen Self Service allows payments to be made through credit cards and eChecks and also
has a shopping cart feature to allow your citizens to pay multiple bills at one time.
Single Bill Payments
To pay a bill in Citizen Self Service, click any Pay Bill hyperlink or button in any of the Search
Results or View Bill screens.
The process is the same for any bill type. Available methods of payment are established in
Citizen Administration under Payments. You can establish unique third-party payment services
for each payment method. You can also establish unique payment options for each bill type.
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Shopping Cart
When you are using the Shopping Cart for bill payments, the My Cart option is available on the
toolbar in Citizen Self Service. You can only view the Shopping Cart once you have added at
least one item.
On the bill screens, click Add to Cart to see the amount added to My Cart in the upper right
corner of the screen.
Click Review Cart to see the amount specified for payment and process the payment or
remove the item from the Shopping Cart.
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Processing Payments
The Select Payment Method page allows you to select a payment type. You can pay the bill
using an eCheck or a credit card.
The Payment Amount (step 1) page allows you to specify the payment amount. The Due Now
amount is the default payment amount. Once all payment amounts are correct, click Continue.
If you are paying by credit card, you must enter the credit card number, card ID, and expiration
date. The Where is This hyperlink provides an image that explains the card ID number.
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If you are paying by eCheck, you must enter the account, check and routing numbers, as well
as your driver’s license information. If you are paying using a checking account, you must
enter the check number as well. The Where is This hyperlinks provide images that explain the
check number, routing number, and account number.
The Billing Address page allows you to add billing information, such as mailing address and
contact telephone number associated with the account you are using to make the payment.
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The Review page allows you to review the information that you have added for the payment
before completing the payment.
Once the payment is complete, the program displays a confirmation page.
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E-Mail Announcements
The E-Mail Announcements pages are available when you are logged in. These pages allow
you to subscribe to various categories of e-mail announcements. The e-mail announcements
themselves are created and generated in the Administration module. When an administrator
creates an announcement in that category that you selected, you receive an e-mail.
Once you successfully subscribe to e-mail announcements, the program displays a
confirmation message.
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You also receive a confirmation message at the e-mail address you entered. This e-mail
includes a link to CSS that provides a link for unsubscribing from announcements.
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Utility Bills
Utility Bills provides utility account and billing information by account number, address, owner
name, parcel ID or customer ID. With the appropriate account settings, you can also manage
and pay bills online.
When you select Utility Bills from the Citizen Self Service menu, the program either displays a
list of available accounts to manage or provides a search screen from which you can find
accounts to manage. Access to accounts is determined by the Utility Billing settings in the
Munis Self Service Administration program.
If searches are not permitted, when you open Utility Billing, the program displays a list of
available accounts. Use the expand and collapse arrows in the account banner to view
account information.
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When you click Manage Bills, the program displays a list of all bills for the selected account.
Select the Bill check box and select Sign Up for Automatic Payments to create an automated
payment plan for bills.
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Click Bill Detail for a specific bill to view details for that specific bill.
Click Payments and Adjustments to view payment activity.
If searches are permitted, when you select Utility Bills from the Citizen Self Service menu, the
program displays a search screen. To find an utility billing account record, complete one or
more of the search fields, and then click Search. As a shortcut, enter just the first few letters of
a name or the first few digits of the account number.
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The program displays all the records that match the search criteria on the Search Results
page.
To sort records in ascending or descending order by category, use the column headers. For
example, click Customer Name to sort the list from ascending to descending order; click
Customer Name again to reverse the sort order.
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For each account listed in the Search Results, the Manage Bills button is available. Click
Manage Bills to view bill details.
Manage Bills
The Manage Bills page displays all outstanding bills for the account, and it provides options for
viewing specific bill details, viewing past bills, or paying outstanding bills.
If there are payable bills under Outstanding Bills on the Manage Bills page, but you have
cleared the check boxes for all bills, you must select at least one bill before you click the Pay
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button. If you do not select a payable bill and click Pay, the program displays a warning and
you must select the check box for one or more of the bills.
If all bills under Outstanding Bills on the Manage Bill page are not payable, the check boxes for
these bills are cleared and not available for selection. If you click Pay in an attempt to pay
these bills, the program displays the following message: "No bills are eligible for payment."
Show/Hide Past Bills
Click Show Past Bills to view or hide a list of previous bills for the account; click Hide Past Bills
to collapse the past bill details.
Bill Details
Click Bill Details to review information for selected bills.
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The Bill Detail page includes the bill number, billing date, and due date. It also displays a
description of the charges.
From the Bill Detail page, click Payments and Adjustments to view payment information for the
selected bill.
Pay Bills
Pay Bills allows you to make utility billing payments by credit cards or e-check. In order for pay
options to be available, a payment method must be established in the Citizen Self Service –
Payments Administration program for utility billing accounts.
The Pay button on the Manage Bills page is not available if the property is in tax sale. If utility
bills are included in a payment plan, you can view the bills, but you cannot enter a payment.
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To pay bills:
1. Click Pay on the Manage Bills page.
If more than one payment method is available, the program provides a Select Payment
Method screen. Available options may be Pay by Credit Card, Pay by eCheck, or both.
2. Select the method to use.
The program displays the Payment Amount page. If there is more than one bill selected for
payment, the program calculates the total amount due.
3. Click Continue.
The program displays the Payment Information page. If you are paying by e-check, enter
the banking details; if you are paying by credit card, enter the credit card account
information.
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4. Click Continue.
The program displays the Billing Address page.
5. Enter the billing address and click Continue.
The program displays the Review page.
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6. Review the information to ensure that it is accurate. To change the amount, method, or bill
address information, click Change for the appropriate section heading. If you change
information, the program prompts you to re-enter payment details.
7. Once you have confirmed that the information is accurate, click Submit.
The program displays the Confirmation page and sends an e-mail confirmation to the email address entered.
Automatic Payments
From the Manage Bills page, if payments are permitted using Citizen Self Service, the
Automatic Payments option is available on the menu and the Sign Up for Automatic Payments
option is available on the page display.
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To register the selected account for automatic payments:
1. Select either option to move to the Automatic Payments page.
2. Complete this page with the account payment details and click Continue.
The program displays a Review page.
3. Click Modify to change the automatic payment details, or click Submit to complete the
process. When you click Submit, the program displays a Confirmation page.
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In addition to providing a final confirmation, this page allows you to review your current
consumption or to make changes to the automatic payment details.
4. If you select Check Your Consumption, the program displays the Account Details page;
click the View Consumption button for services to view consumption detail.
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The program displays the Consumption History page for the service.
5. If you select Make Changes to Your Automatic Payments, the program displays the
Automatic Payment page. Complete the account information with the corrected information.
When you add or update automatic payment information, the program sends an e-mail
confirmation.
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Accounts Details and Account Information
When you display the Manage Bills page, the Account Details and Account Information options
are available from the menu.
The Account Details page provides the account number, the address to which the services
apply, and a list of the current active services for the address.
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On the Account Details page, in the Services groups, click View Consumption to see a
graphical display of consumption for the selected service.
The Account Information page provides the account number, service address, and the
customer information.
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Click Request Change of Address to update the billing address, telephone, and e-mail
information for the account.
Contact Us
The Contact Us menu option provides the telephone number and the e-mail address for the
utility billing organization. Click the e-mail address to open your e-mail application with a new
e-mail message addressed to the utility billing organization.
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Search Results
The Search Results option returns you to the Results page for the most recent search that you
completed.
New Search
The New Search option returns you to the Utility Billing Search page.
Shopping Cart for Utility Billing
With the appropriate permissions, the Shopping Cart feature allows you to accumulate your
bills to pay and then enables you to pay all the bills at one time from the Shopping Cart page.
For details using the shopping cart feature, see the Shopping Cart topic provided in the
Payments section of this document.
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