# Water Billing Management System ## Client Onboarding Guide **Prepared by:** eLMNTO Network and Data Solution **System:** Water Billing Management System (WBMS) **Version:** 1.0 **Last Updated:** June 2026 --- ## TABLE OF CONTENTS 1. [Welcome & Introduction](#1-welcome--introduction) 2. [System Overview](#2-system-overview) 3. [Getting Started Checklist](#3-getting-started-checklist) 4. [Step 1 — Initial Account Setup](#4-step-1--initial-account-setup) 5. [Step 2 — Configure Your Company Profile](#5-step-2--configure-your-company-profile) 6. [Step 3 — Set Up Pricing Tiers](#6-step-3--set-up-pricing-tiers) 7. [Step 4 — Add Your Staff (Users)](#7-step-4--add-your-staff-users) 8. [Step 5 — Add Your Subscribers (Clients)](#8-step-5--add-your-subscribers-clients) 9. [Step 6 — Your First Meter Reading Cycle](#9-step-6--your-first-meter-reading-cycle) 10. [Step 7 — Collecting Payments](#10-step-7--collecting-payments) 11. [Understanding User Roles](#11-understanding-user-roles) 12. [New Subscriber Applications](#12-new-subscriber-applications) 13. [Disconnection & Reconnection](#13-disconnection--reconnection) 14. [Printing Billing Statements](#14-printing-billing-statements) 15. [Activity Logs & Audit Trail](#15-activity-logs--audit-trail) 16. [Frequently Asked Questions](#16-frequently-asked-questions) 17. [Support & Contact](#17-support--contact) --- ## 1. Welcome & Introduction Welcome to the **Water Billing Management System**, a modern cloud-based platform built for water utility companies and water service providers. This system is designed to streamline every aspect of your operations — from accepting new subscriber applications all the way through meter reading, billing generation, and payment collection. ### What This Guide Covers This onboarding guide walks you through setting up your account from scratch and using the system for the very first time. By the end of this guide, you will be able to: - Configure your company profile and settings - Add staff accounts with the correct roles - Import or register your water subscribers - Record meter readings and generate bills automatically - Accept and record payments - Print billing statements for your customers ### Before You Begin Make sure you have received the following from eLMNTO: - [ ] Your company login URL (e.g., `https://billing.yourdomain.com`) - [ ] Your **Company Admin** username and temporary password - [ ] Your API key (for mobile meter reading app, if applicable) --- ## 2. System Overview The Water Billing Management System is organized around the following core modules: | Module | What It Does | |--------|-------------| | **Dashboard** | Real-time overview of clients, billings, and payments | | **Applications** | Manage new subscriber applications from submission to activation | | **Clients** | View and manage your registered water subscribers | | **Meter Readings** | Record and approve water meter readings | | **Billings** | Auto-generated billing statements based on consumption | | **Payments** | Record and track payment collections | | **Disconnections** | Manage service disconnections and reconnections for overdue accounts | | **Pricing Tiers** | Configure consumption-based pricing rates | | **Staff** | Manage your team's user accounts and roles | | **Settings** | Configure your company profile and system preferences | | **Activity Logs** | Full audit trail of all actions taken in the system | ### System Architecture (How Your Data is Protected) Your data is hosted on dedicated cloud infrastructure. Each company has its own isolated data space — meaning no other company can ever see your subscribers, billings, or payments. All data is backed up daily. --- ## 3. Getting Started Checklist Work through this checklist in order. Each step builds on the previous one. ``` ONBOARDING CHECKLIST ───────────────────────────────────────────────────── PHASE 1 — SETUP (Day 1) [ ] 1. Log in and change your temporary password [ ] 2. Update your company profile and logo [ ] 3. Configure system settings (currency, timezone, billing rules) [ ] 4. Set up your pricing tiers (water rates) [ ] 5. Create staff accounts (cashier, meter readers) PHASE 2 — DATA ENTRY (Days 2–3) [ ] 6. Add your existing subscribers (clients) [ ] 7. Verify client meter numbers are recorded correctly [ ] 8. Confirm starting meter reading values PHASE 3 — LIVE OPERATIONS (Day 4 onward) [ ] 9. Record your first round of meter readings [ ] 10. Approve readings and generate bills [ ] 11. Print billing statements for your customers [ ] 12. Record first payments PHASE 4 — ADVANCED FEATURES [ ] 13. Set up new subscriber application workflow [ ] 14. Configure disconnection management [ ] 15. Train field staff on the mobile meter reading app ───────────────────────────────────────────────────── ``` --- ## 4. Step 1 — Initial Account Setup ### 4.1 Logging In 1. Go to your system URL (provided in your welcome email). 2. Enter your email address and temporary password. 3. You will be prompted to verify your email address — check your inbox and click the verification link. 4. After verification, you will land on the **Dashboard**. ### 4.2 Change Your Password 1. Click your name in the top-right corner. 2. Select **Profile**. 3. Under the **Update Password** section, enter your current (temporary) password, then your new password twice. 4. Click **Save**. > **Security tip:** Use a password that is at least 12 characters with a mix of letters, numbers, and symbols. --- ## 5. Step 2 — Configure Your Company Profile Before adding any data, set up your company information. This appears on printed billing statements and customer receipts. ### 5.1 Company Profile Navigate to: **Settings → Company Profile** Fill in: - **Company/Utility Name** — The full official name of your water utility - **Address** — Your office or main service address - **Phone Number** — Customer service contact number - **Email Address** — Official billing or contact email - **Logo** — Upload your company logo (recommended: PNG, minimum 200×200px) Click **Save Changes**. ### 5.2 System Settings Navigate to: **Settings → System Settings** Configure: | Setting | Description | Recommended Value | |---------|-------------|-------------------| | **Currency** | Billing currency | PHP | | **Timezone** | System timezone | Asia/Manila | | **Billing Due Days** | Days after billing date that payment is due | 15–30 days | | **Penalty Rate** | Monthly surcharge for overdue accounts | Per your LWUA/local policy | Click **Save** when done. --- ## 6. Step 3 — Set Up Pricing Tiers Pricing tiers define how much you charge per cubic meter based on consumption levels. This must be configured before billing can be generated. Navigate to: **Tiers** ### 6.1 Understanding Tiered Pricing Most water utilities in the Philippines charge different rates for different consumption levels. For example: | Tier | Consumption (cu.m.) | Rate per cu.m. | |------|---------------------|----------------| | Tier 1 (Minimum) | 0 – 10 | ₱50.00 | | Tier 2 (Standard) | 11 – 20 | ₱65.00 | | Tier 3 (Heavy) | 21 and above | ₱80.00 | When a subscriber consumes 25 cu.m., the bill is calculated as: - First 10 cu.m. × ₱50 = ₱500 - Next 10 cu.m. (11–20) × ₱65 = ₱650 - Last 5 cu.m. (21–25) × ₱80 = ₱400 - **Total = ₱1,550** ### 6.2 Adding a Tier 1. Click **Add New Tier**. 2. Enter: - **Tier Name** — e.g., "Residential Tier 1" - **Minimum Units** — starting consumption (use 0 for the first tier) - **Maximum Units** — ending consumption (leave blank for the last tier to mean "unlimited") - **Price Per Unit** — rate in your configured currency 3. Click **Save**. 4. Repeat for each tier. > **Note:** Tiers can be activated or deactivated at any time. The system will only use active tiers when calculating bills. --- ## 7. Step 4 — Add Your Staff (Users) Navigate to: **Staff** ### 7.1 User Roles Explained | Role | Who It's For | What They Can Do | |------|-------------|------------------| | **Company Admin** | Manager/Office Head | Full access to everything within your company | | **Cashier** | Payment collector | View bills, record payments, view clients | | **Meter Reader** | Field personnel | Record meter readings only | > Detailed role permissions are in [Section 11](#11-understanding-user-roles). ### 7.2 Creating a Staff Account 1. Click **Add New Staff**. 2. Fill in: - **Full Name** - **Email Address** (they will receive a login invitation here) - **Role** — select from the dropdown - **Password** — set a temporary password 3. Click **Save**. 4. The staff member will receive a verification email and can log in immediately after verifying. --- ## 8. Step 5 — Add Your Subscribers (Clients) Navigate to: **Clients** Clients are your water subscribers — the households and businesses you provide water service to. ### 8.1 Adding a Subscriber Manually 1. Click **Add New Client**. 2. Fill in the required fields: | Field | Description | |-------|-------------| | **Full Name** | Subscriber's complete name | | **Account Number** | Auto-generated, or enter your existing number | | **Meter Number** | The physical meter serial number | | **Address** | Complete service address | | **Barangay / City / Province / ZIP** | Location details | | **Phone Number** | Contact number | | **Status** | Set to **Active** for current subscribers | 3. Click **Save**. ### 8.2 Importing Clients in Bulk If you have an existing list of subscribers, you can import them all at once using a CSV file. 1. Go to **Clients → Import Clients**. 2. Click **Download Template** to get the correct CSV format. 3. Fill in the template with your subscriber data. 4. Upload the completed CSV file. 5. Review the import preview and confirm. > **Tip:** Make sure the **Meter Number** column is filled correctly — this is required for meter readings. ### 8.3 Setting the Starting Meter Reading For existing subscribers, you need to record their current meter reading as the baseline. 1. Go to **Meter Readings → Record Reading**. 2. Select the client. 3. Enter their current meter value as the **reading**. 4. Submit — this sets the baseline so the next reading correctly calculates consumption. --- ## 9. Step 6 — Your First Meter Reading Cycle The billing workflow goes: **Record Reading → Approve → Bill Auto-Generated → Print & Distribute → Collect Payment** ### 9.1 Recording a Meter Reading (Office/Web) Navigate to: **Meter Readings → Record New Reading** 1. Search for the client by name or account number. 2. Enter the **current meter reading** value. 3. The system shows the **previous reading** automatically. 4. The **units consumed** is calculated for you. 5. Submit the reading. The reading is saved in **Draft** status until it is reviewed and approved. ### 9.2 Recording via Mobile App (Field Staff) Meter readers using the mobile app can submit readings directly from the field: 1. Open the meter reading mobile app. 2. Search for the client by account number. 3. Enter the meter reading value. 4. The system syncs to the web portal automatically. > Your API key and app download link were provided in your welcome package. ### 9.3 Approving a Reading (Office Staff) Navigate to: **Meter Readings** 1. Find readings in **Draft** status. 2. Click **View** to review the reading details. 3. Verify the consumption looks correct. 4. Click **Approve & Generate Billing**. The moment you approve, the system: - Calculates the bill based on consumption and your pricing tiers - Adds any configured surcharges, taxes, or penalties - Generates a unique billing number - Creates the billing statement automatically > If a reading looks incorrect (e.g., unusually high), click **Reject** and note the reason. The meter reader can re-submit a corrected reading. --- ## 10. Step 7 — Collecting Payments Navigate to: **Payments → Record Payment** ### 10.1 Recording a Payment 1. Search for the billing by client name, account number, or billing number. 2. Click **Select** next to the billing you are collecting payment for. 3. Enter: - **Amount Received** - **Payment Method** — Cash, Check, Bank Transfer, Online - **Reference Number** (for checks or bank transfers) - **Payment Date** 4. Click **Record Payment**. The billing status updates automatically to **Paid** once the full amount is collected. ### 10.2 Printing a Receipt After recording a payment, a receipt can be printed directly from the payment confirmation screen. Receipts are also available in the billing's payment history at any time. ### 10.3 Tracking Outstanding Balances The **Dashboard** shows a real-time summary of: - Total outstanding balance across all accounts - Number of overdue accounts - Payments collected today/this month --- ## 11. Understanding User Roles The system uses role-based access control to ensure each staff member only sees and does what they need to. ### Role Comparison Chart | Feature | Company Admin | Cashier | Meter Reader | |---------|:------------:|:-------:|:------------:| | Dashboard | Full | Payment stats | Reading stats | | View clients | Yes | Yes | Yes (for readings) | | Add/edit clients | Yes | No | No | | Record meter readings | Yes | No | Yes | | Approve meter readings | Yes | No | No | | View billings | Yes | Yes | No | | Create billings | Auto only | No | No | | Record payments | Yes | Yes | No | | Manage staff | Yes | No | No | | Company settings | Yes | No | No | | Disconnection management | Yes | No | No | | Activity logs | Yes | No | No | ### Role Assignment Rules - Every company must have at least one **Company Admin**. - The Company Admin cannot see data from other companies — only their own. - You can have unlimited staff accounts per role. --- ## 12. New Subscriber Applications The system includes a built-in application management workflow for onboarding new water subscribers. Navigate to: **Applications** ### 12.1 Application Status Flow New applications move through the following stages: ``` SUBMITTED ↓ APPROVED (by Company Admin) ↓ PAYMENT PENDING (connection fee) ↓ PAYMENT COMPLETED ↓ METER ASSIGNED (meter number recorded) ↓ INSTALLATION PENDING (schedule set) ↓ INSTALLATION COMPLETED ↓ ACTIVE (subscriber account created automatically) ``` ### 12.2 Public Application Form You can share a **public application link** with prospective subscribers. They fill out the form themselves (no login required), and the application appears in your dashboard for review. The public link is available under: **Applications → Share Application Form** ### 12.3 Processing an Application 1. Go to **Applications** and find applications in **Submitted** status. 2. Click **View** to review the applicant's details. 3. Click **Approve** (or reject with a reason). 4. Guide the applicant through the connection fee payment stage. 5. Assign a meter number once payment is confirmed. 6. Schedule installation. 7. Mark installation as complete — the system automatically creates their subscriber account. --- ## 13. Disconnection & Reconnection Navigate to: **Disconnections** The disconnection module helps manage accounts with overdue payments. ### 13.1 Sending a Disconnection Notice 1. Find the overdue client in **Disconnections**. 2. Click **Send Disconnection Notice** — this logs the notice and can trigger an SMS notification (if SMS is configured). 3. Allow the client the required notice period (per your local regulations, typically 5–15 days). ### 13.2 Disconnecting a Service After the notice period, if payment is still not received: 1. Go to the client's disconnection record. 2. Click **Disconnect Service**. 3. The client status changes to **Disconnected**. 4. The field team is informed to physically disconnect the meter. ### 13.3 Reconnecting a Service Once the client settles their outstanding balance: 1. Record the payment in the **Payments** module. 2. Go to **Disconnections** and find the client. 3. Click **Reconnect Service**. 4. The status changes back to **Active**. ### 13.4 Late Fee Report Navigate to: **Disconnections → Late Fee Report** View a summary of all accounts with unpaid late fees for reporting and collection purposes. --- ## 14. Printing Billing Statements Navigate to: **Billings → View Billing** The system supports two print formats: ### 14.1 Standard PDF (A4 Paper) Click **Print PDF** on any billing statement. Includes: - Your company logo and contact information - Client details and address - Billing period and due date - Meter readings (previous and current) - Consumption in cubic meters - Itemized charges (consumption, tax, surcharges, penalties) - Total amount due - Payment instructions ### 14.2 Thermal Receipt Format (58mm Printer) Click **Print Thermal** on any billing statement. Compact format for thermal receipt printers. Includes essential billing information only — suitable for point-of-sale collection counters. > **Compatible printers:** Any standard 58mm thermal POS printer (ESC/POS compatible). Common brands: Epson TM-T20, Star Micronics, Xprinter, Sam4s. --- ## 15. Activity Logs & Audit Trail Navigate to: **Logs** Every action taken in the system is recorded with: - **Date and time** - **User who performed the action** - **What was done** (e.g., billing created, payment recorded, client status changed) - **Before and after values** (for edits) This provides a complete audit trail for internal reviews and regulatory compliance. > Activity logs are accessible to **Company Admin** only. Individual cashiers and meter readers cannot view logs. --- ## 16. Frequently Asked Questions ### Q: What happens if I accidentally approve a wrong meter reading? **A:** Contact your Company Admin immediately. The billing that was generated can be adjusted (additional charges corrected) or cancelled. Contact eLMNTO support if you need to reverse a payment that was already recorded. --- ### Q: Can a subscriber log in to view their own bills? **A:** Yes. Subscribers can be given a **Customer** role account where they can view their own billing history, outstanding balance, and payment records. They cannot see any other subscriber's data. --- ### Q: How do I handle a meter that was replaced? **A:** Edit the client record and update the **Meter Number**. Then record a new baseline reading. Add a note in the reading remarks field to document the meter replacement. --- ### Q: The bill seems too high for a subscriber. What should I check? **A:** Go to the billing and click **View Details**. Verify: 1. The previous reading is correct (no skipped month) 2. The current reading matches the physical meter 3. The correct pricing tier was applied If the reading was a mistake, reject it and ask the meter reader to re-submit. --- ### Q: Can I export billing and payment reports? **A:** Yes. Most listing pages have export options. Activity logs can also be exported. For custom reports, contact eLMNTO support. --- ### Q: How many users can I add? **A:** Your subscription includes **unlimited user accounts** for all roles. There is no per-seat fee. --- ### Q: What happens to my data if I stop subscribing? **A:** Per the Service Agreement, eLMNTO will make your data available for export in CSV/Excel format for **30 days** after subscription termination. After 30 days, data is permanently deleted from the servers. --- ### Q: Can I run the system offline (without internet)? **A:** The web portal requires an internet connection. The mobile meter reading app has limited offline capability — readings recorded offline will sync when connectivity is restored. --- ### Q: I forgot my password. How do I reset it? **A:** Click **Forgot Password** on the login page and enter your email address. You will receive a reset link within a few minutes. --- ### Q: How do I change a subscriber's billing address or contact number? **A:** Go to **Clients**, find the subscriber, and click **Edit**. Update the relevant fields and click **Save**. --- ## 17. Support & Contact ### Technical Support For system issues, login problems, or technical assistance: | Channel | Details | |---------|---------| | **Email Support** | support@elmntosolutions.com | | **Phone/Viber** | Available in your welcome package | | **Support Hours** | Monday – Saturday, 8:00 AM – 6:00 PM (PHT) | | **Emergency Support** | 24/7 for critical system outages | ### Reporting an Issue When contacting support, please provide: 1. Your company name 2. The specific screen or module where the issue occurred 3. What you were trying to do 4. What happened (include a screenshot if possible) 5. Any error messages displayed ### Training Requests Additional training sessions are available for new staff or refreshers. Contact your account manager to schedule. ### System Status For real-time system status and maintenance notifications, your account manager will notify you via the contact details registered in your company profile. --- ## Quick Reference Card Cut out or bookmark this card for your team's reference: ``` ┌─────────────────────────────────────────────────────────────┐ │ WATER BILLING SYSTEM — QUICK REFERENCE │ ├─────────────────────────────────────────────────────────────┤ │ DAILY WORKFLOW (Cashier) │ │ 1. Record payments → Payments → Record Payment │ │ 2. Print receipts → from payment confirmation screen │ │ 3. Check outstanding → Dashboard │ ├─────────────────────────────────────────────────────────────┤ │ BILLING CYCLE WORKFLOW (Company Admin) │ │ 1. Meter Readings → Review drafts │ │ 2. Approve readings → billing auto-generates │ │ 3. Billings → Print PDF or Thermal │ │ 4. Distribute bills to subscribers │ ├─────────────────────────────────────────────────────────────┤ │ FIELD STAFF WORKFLOW (Meter Reader) │ │ 1. Open mobile app │ │ 2. Search client by account number │ │ 3. Enter meter reading → Submit │ ├─────────────────────────────────────────────────────────────┤ │ COMMON SHORTCUTS │ │ Dashboard → /dashboard │ │ Clients → /clients │ │ Meter Readings→ /meter-readings │ │ Billings → /billings │ │ Payments → /payments │ │ Applications → /applications │ │ Disconnections→ /disconnections │ │ Activity Logs → /logs │ └─────────────────────────────────────────────────────────────┘ ``` --- *Document prepared by eLMNTO Network and Data Solution* *For the latest version of this guide, contact your account manager.*