RFP_1100_MTL3006_ATT_10_v1.pdf
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- Solicitation number
- RFP 1100 MTL3006
- Issued by
- Texas
About this file
This is a Public Trust Policy document established by Austin Energy's Customer Care division in Austin, Texas, effective August 2013 and revised March 14, 2018. The policy applies to all Customer Care employees with access to the City of Austin's Utility Billing System and Personally Identifiable Information (PII). The document establishes ethical guidelines and expectations for the administration of customer accounts, protection of confidential information, and safeguarding of City of Austin assets. The policy specifies that employees must adhere to the highest ethical standards regarding account administration, customer confidentiality, financial transactions, and resource management.
The policy prohibits Customer Care employees from performing any transactions on their own accounts, accounts of family members, domestic partners, roommates, friends, or entities in which they have financial interest. This restriction applies to all account-related activities including service transactions, bill creation and editing, collections, meter reading, bill adjustments, account updates, payment posting, and service order management. Employees are further prohibited from using their position to obtain personal or financial benefits for themselves or others, though arranging approved payment plans or credit following established procedures does not constitute an improper benefit. The document defines PII as any information created, collected, or maintained by the City of Austin that can uniquely distinguish or link to an individual's identity, including names, social security numbers, financial and medical information, with electronic PII encompassing emails, documents, databases, and other digital records containing such information.
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Customer Care Public Trust Policy
Austin Energy-Combined Customer Care Group: Customer Care Effective Date: August 2013 Revision Date: 03-14-2018
Section: ALL Subject: Public Trust Document Number:
Policy Number: Policy Name: 1 Public Trust Policy Document Number:
ProcessManager Approval: BSM -CSMCK/ QMT 3-1- , .... L_ .. -rr:-1 Rules{fRMumber (if ap
Er e):
Vice President Approval: S
Purpose: To establish guidelines and expectations for the ethical administration of customer accounts and confidential information.
Job Performer: All Customer Care employees with access to the City of Austin's Utility Billing System and
Personally Identifiable Information 1 {PII).
This policy has been established to ensure that in the execution of our job responsibilities for Austin Energy (AE), we agree to hold ourselves to the highest ethical standards with regard to account administration, customer confidentiality, customer financial transactions, and the protection of City of Austin assets. The policy also outlines expectations to assure that a Customer Care employee will not use his or her official position to obtain financial or personal gain forthemselves or another person.
Policies
I. ACCOUNT ADMINISTRATION
All Customer Care employees with access to the City of Austin's Utility Billing System or other related datasets or systems containing PII is held to a higher standard of performance and conduct with respect to the use and management of customer information, personal utility account, ethical standards of behavior, and use of City of Austin resources and assigned authority. Employees with access to the Utility Billing System must not, under any circumstctnces, perform transactions on their own account, the account of a spouse or domestic partner, family member, roommate, friend, or a person or entity in which they have a financial interest. If presented with this opportunity, the employee should refer the call, transaction requested or field activity to a supervisor for re-assignment. This includes, but is not limited to, all activities related to service on accounts, including creating and editing bills; collections on past due accounts; reading meters;
performing bill adjustments; updating information on an account; posting payments and deposits; issuing, deleting, or working disconnect or connect service orders; meter exchanges; payment arrangements; and payments made at walk-in centers. Employees of Customer Care must not use their position of employment, or any information thereof to benefit them or another personally or financially. Arranging an approved payment plan or credit for a customer's account following established policy and procedures is not considered obtaining an improper benefit for another person.
1 COA Administrative Bulletin # 15-04 Definition of Personally Identifiable Information {Pl/} -Any information created, collected, or maintained by the City of Austin that can be used to uniquely distinguish, trace, or link to an individual's identity.
Examples include name, social security number, date and place of birth, mother's maiden name, or biometric records.
Pl/ also includes personal medical, educational, and financial information in combination with each other and a person's name. An employee identification number (EIN} is not considered Pl/ ifit cannot be used outside of a particular employer.
-Electronic Pl/ records is an email, a word processing document, digital film, digital recording, a data base entry, website or other computer data or file containing Pl!
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