activities already performed, or application fee of $100 not eligible, but Inspection Fee of $50 is eligible, etc.) based on existing business rules The System shall provide the Applicant with a means to select individual, multiple, or all fee items eligible for refund. The System shall prompt the Applicant to indicate the reason for requesting a refund (both in a structured manner as well as by providing free text explanation) The Applicant submits the refund request. The System routes the request to a departmental Customer Service Representative for review. The System shall provide the capability to allow low complexity, low value refund requests to be automatically accepted and processed. The System shall provide the capability for refund requests to be queued in the System for designated personnel to review and process according to pre-defined business rules. Associations to other Use Cases: Use Case: a Refund Alternative Flow: If a Customer requests a refund for a payment processed in person (see Use Case: Process Payment Made in Person), then the Cashier may process a refund according to pre-defined business rules (e.g., If it is the same day and the cashier has not closed his or her station). Otherwise, the transaction must be routed through the business unit (see Use Case: Issue a Refund). Additional Requirements: The System shall provide functionally to limit which payments are available for refund selection by the Applicant (i.e. The Applicant won’t be able to select a “request a refund” option for an application where the project is nearly completed). eChecks can’t be returned online for 10 days The System shall provide customer service options to contact the City (i.e. online help, chat, email, call). The System shall require an e-signature, or other certification by City staff, for designated transaction types (e.g., issuing a refund). The System shall have the capability to capture electronic signature
Appendix A – Use Case by Stakeholder Use Cases Houston Airport Services ARA - Commercial Permitting / Transportation / Burglar Alarms PWE - Office of the City Engineer PWE - Building Code Enforcement HFD - Prevention Plan/Dev - Development Services 1. Intake & Customer Service 1.1.1 Use Case: Select a Service     1.1.2 Use Case: Submit Application Online     1.1.3 Use Case: Request Online Portal User Account     1.1.4 Use Case: Request Advance Pay Account    1.2.1 Use Case: Manage Permit Renewals     1.2.2 Use Case: Issue Utility Release  2. Application Processing 2.1.1 Use Case: Review Application for Completeness     2.1.2 Use Case: Request Additional Information from Applicant     2.1.3 Use Case: Review Application Status Online     2.1.4 Use Case: Submit Additional Information Online     2.1.5 Use Case: Manage Application Approval     4. Inspections & Enforcement 4.1.1 Use Case: Submit Inspection Request Online    4.1.2 Use Case: Assign and Manage Inspections     4.1.3 Use Case: Conduct Inspection and Record Outcome     4.2.1 Use Case: a Enforcement-related documentation     4.2.2 Use Case: Schedule Hearing and Record Hearing Date   4.2.3 Use Case: Conduct Hearing and Issue Letter of Decision   4.2.4 Use Case: Report a Complaint    