The account and the bill.
Holds the account and service address, applies approved charges, sets the cycle and generates the statement.
Community-owned system of record.Resident choice.
Handled by Tap.
Clear notice. An easy way to decline. A written answer about what happens next. A community program should earn residents’ confidence at every step.
This is a proposed model to adapt with your community and billing provider. Local agreements set the price, eligibility, dates, protections, service hours and integration. These examples do not enroll or remove anyone.
01
Three ways in. One clear outcome.
Residents can ask a question or go straight to declining. Every channel reaches the same participation record.
Interactive demonstration
Use fictional details only. This demonstration sends nothing, stores nothing after you leave the page and changes no account.
01 / DETAILS
Decline participation
No account to create. No reason required.
English and Spanish
Plan translated notices, forms and support together. Use the language switch to explore this page in English or Spanish.
No device required
Include phone assistance and a postage-paid mailed form, with confirmation through an available channel.
A person by choice
The supplied model pairs automated support 24/7 with human help 7 a.m.–10 p.m. every day in the latest supplied guide. Confirm the local timezone and hours before launch.
02
A card, not another queue.
A practical handoff for the resident who walks in or calls the community office.
YOUR COMMUNITY HEALTH PROGRAM
Your household. Your choice.
To decline, call, text or use your community’s published participation webpage.
- Have the account holder’s name, service address and account number ready.
- Choose your channel. No login or explanation is required.
- Receive confirmation with the billing-effective cycle and any refund details.
A SIMPLE HANDOFF FOR STAFFGive them a path.
Give them a path.
Tap handles the request.
Printed cards and notices put the support options in residents’ hands. Staff can assist a resident with a call or route a form to Tap.
- No need to defend someone’s decision.
- Written status and a reference number.
- A clear route for corrections and questions.
03
What actually reaches your desk?
Explore the situations leaders and billing teams ask about. Some work belongs to Tap; local policy and financial oversight still belong to the community.
Tap handles the request
A resident calls City Hall about the charge
Staff can give the resident the program card or connect them with Tap. Tap explains the charge or takes the decline without requiring a retention conversation.
What your team does
Provide the published contact information. Follow your usual records policy.
04
The bill. The cutoff. The refund.
Show households when the line ends and who handles money already paid. Put those answers in the confirmation.
YOUR COMMUNITY
A familiar bill.
One program line.
Illustrative statement · DEMO-001
Electric$74.18
Water$31.40
Sewer$22.75
Refuse & recycling$19.50
Community health program$9.00
Amount due$156.83
Sample amounts only. Your community sets the approved line wording and billing dates. The switch compares bill versions; the timing example is separate.
WHEN DOES THE REQUEST ARRIVE?
One bill may already be in motion.
A sample $9 charge is already on the finalized bill. Tap confirms removal for the following cycle and handles the eligible refund. The resident does not need to argue at the utility counter.
Removed for the following cycle
Paid in this example$9
Proposed Tap-funded refund$9
Illustrates the supplied first-90-days-after-launch protection at $9 per monthly charge. Calendar dates determine the 90-day window; three bills alone do not establish eligibility. Refund eligibility, processing timing and the billing cutoff must be stated in the local agreement. No refund is issued here.
05
Built around your existing systems.
Agree on the connection with your billing team and provider. Verify it before residents depend on it.
The collection and reconciliation.
Presents the bill, accepts payments and reports receipts. Confirm any card or convenience fee and who pays it.
Keep the payment workflow familiar.The resident connection.
Runs the support channels, verifies requests, confirms outcomes and maintains the agreed participation connection and refund reserve.
Tap operates resident support.06
Questions worth answering before launch.
Resident protections and staff responsibilities should be visible in the agreement.
The model behind this walkthrough
These are proposed terms from the supplied example, not terms adopted by every community.
TEST IT BEFORE YOU DECIDEConfidence comes from
START YOUR COMMUNITY PLAN Confidence comes from
a process you can see.
Bring your billing team and your questions. Work through the local model, the resident experience and the handoffs before adoption.