1. One Time Charges Jason Creech October, 2017

2. Overview Importance of billing for OTC
Regulated versus Deregulated services
How do you determine if customer has Wire Maintenance plan
Using TechServe to bill for OTC
TechServe categories for billing charges

3. Bill for Work Performed
Why is billing important?
Our technician work adds value to the customer premise and CenturyLink expects to be compensated for the value you delivered the customer. The intent is to charge customers a fair price for work performed and it is no one’s best interest to overcharge. CenturyLink wants customer billing to be accurate, fair and complete.
Bill for work performed
Technicians are responsible for billing applicable charges on every job. It makes good business sense to bill properly and it is part of the job responsibilities. Explain all billing up front for both service orders and repair tickets.

4. Two Types of Billing Regulated Services Deregulated Service
Network Premises Work Charges (NPWC) apply to customer-requested work performed on the Company's side of the Network Interface. This includes moves, changes, removals, rearrangements, or replacement of regulated premises equipment, such as drop wire, Network Interface, terminal, poles, cable, etc.
An example (rates not representative of every state) of Regulated Time and Material charges is a customer who requests that his/her drop wire and SNI be moved because of construction of a new deck.
Deregulated Service
In most cases where the customer requests inside jack or wiring work on a service order, Flat Rate Wiring charges (vs. T&M), will apply. The Flat Rate charge covers the material cost for "standard" jacks. Flat Rate wiring work includes installation, rewiring, or moving jacks.
"Non-standard" jacks may also be installed under the Flat Rate Wiring schedule, but an additional material charge is added to the Flat Rate charges to cover the higher cost of a "non-standard" jack. "Non-standard" jacks include alarm jacks, weatherproof jacks, 8-pin jacks, marine or RV jacks, etc. See the Billing One Time Charges (OTC) (All Markets) job aid for more information on what to bill in these situations.

5. Charging Using TechServe
The purpose of the one time charge portion of TechServe is to capture any missing charges (revenue) that is not already on the order.
You only need to use TechServe to charge services when a customer has requested something that is NOT already on your existing order.
Any charges that the customer has on the current order the technician will charge within the order they are working. The technician will complete the order with all the applicable charges associated to the current order.
If there are additional items that are NOT associated to the order, the technician will use the one time charge TechServe application.
For complete instructions on how to use the Charges application within TechServe go to the section titled How to Create an Order located in the TechServe Mobile App Guide job aid. 5

6. Trouble Isolation Charges (TIC)
When the customer of record:
Does not have a maintenance contract requesting dispatch and tech discovers CPE issue. Customer refuses repair. Action: Bill TIC
Does not have a maintenance contract requesting dispatch and tech discovers CPE issue. Customer accepts repair. Action: Bill TIC & T&M (Time and Material)
Does have a maintenance contract requesting dispatch and tech discovers CPE issue. Action: Repair without billing

7. Wire Maintenance Plan – TIC (SS9)
Shows if customer has IWM plan
Shows if TIC is applicable or not

8. Wire Maintenance (Max)
Maintenance Plan will display IWM Plan if applicable. Technicians can click for additional details about plan and coverage.

9. Linebacker (LB) or Databacker (DB) (TechAccess)
In TechAccess the wire maintenance plans are known as Linebacker (LB) or Databacker (DB), they are identified in the Comments section of TechAccess as shown below.
In the example below, the comments show LB=N and DB=N so billing would be applicable and dependant on the disposition code used.

10. Explain Charges to Customer
Always explain the applicable charges to the customer before starting any work. It is important that the customer understands the amount they will be charged. There should be no surprises when you present them with the invoice.
Take the opportunity to explain that it will be less expensive for the customer to add jacks and wiring while you are already on site.
For example, if the customer could use another jack, the cost is $60 if installed while working the service order. If the customer decides to wait and install it later on a Change order, the standard $99 first-jack charge would apply. Installing the jack during the service order process would save $39 compared to completing the work on a subsequent change order.

11. Charges Scenario #1
Example: If the customer requests additional jacks while you are working on the service order, the additional cost is $60** per jack. If the customer wishes to wait on the installation of additional jacks, be sure he/she understands that the price will be higher if CenturyLink returns on a subsequent visit. In that case, the cost would be $99** for the first jack and $60** for each subsequent jack.
Suggested verbiage:
“Mr./Mrs. Customer, I am happy to install a jack for you, if we don’t do the work today and we have to come back at a later date, the charge would be more because we would have to charge a trip charge along with the jack work. If you would like, I can provide you with the charges associated with the work before I start.”
Hint: You can open up TechServe/Charges and start an order to see what the charges will be (time charge). Cancel out of order if customer does not want work performed.
** Rates vary by market. Do not use this example to quote actual charges as rates vary from market to market.

12. Charges Scenario #2
Example: On a Prism install if the customer requests a Radio Frequency (RF) Remote because they do not have direct line of site to the set top box, there is a $20 charge for the RF Remote.
Suggested Verbiage:
“Mr./Mrs. Customer, we have a Radio Frequency (RF) Remote Control that will eliminate the problem when you do not have direct line of site to your set top box. The charge for that remote is $20. I can add this to your bill now.”
Hint: Open up TechServe/Charges and add the $20 charge as an accessory charge.

13. TechServe Categories for Billing Charges
Access the Rate Code M&P if you are unsure of the category to select for the specific charge within the TechServe application (i.e., Service Charge, Accessory or Time Charge).
Feature Description Mapped to Feature Type:

14. References
TechServe Mobile App Guide -
Billing One Time Charges (OTC) (All Markets) -
TechServe Feature Description Mapped to Feature Type -