Reso 2009-147 - Laserfiche WebLink

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6. Receiving notification that an account has been established for a person enga eg d in identity theft. Response: These issues should be escalated to the Supervisor/Manager immediately. The claim will be investigated and appropriate action will be taken to resolve the issue as quickly as possible. Additional procedures that help to protect against identity theft include: 1. Billing system access is based on the role of the user. Only certain job classifications have access to the entire system. 2. Customers may access limited information about their account online. 3. The Finance Department will ensure that City Service Providers that receive and process billing information have programs in place to detect and prevent identity theft. Administration and Oversight of the Program Finance staff are required to prepare an annual report which addresses the effectiveness of the program, documents significant incidents involving identity theft and related responses, provides updates related to internal service providers and includes recommendations for material program changes. The annual review and update of the program will be based on the following events: 1. Experience with identity theft 2. Changes to the types of accounts and/or programs offered 3. Implementation of new systems and/or new contracts Specific roles are as follows: • The various supervisors/managers responsible for department revenues will submit an annual report to the Finance Department. They will also oversee the daily activities related to identity theft detection and prevention and ensure that all members of the Finance Department staff are trained to detect and respond to red flags. • The Finance Director will provide ongoing oversight to ensure an effective program. • The City Manager will review the annual report and approve recommended changes to the program, both annually and on an as-needed basis. • The City Council must approve the initial program. Identity Theft Prevention Program 4 of 4