Single Bill Generation User Story Document (BX01US02)

1. Problem Statement

User Role: Billing Manager

Unable to generate bills for individual consumers outside of billing cycles
Forced to wait until the next billing cycle to address consumer disputes or corrections
Difficulty handling mid-cycle activation requiring immediate billing
Delays in revenue collection due to inability to generate off-cycle bills
Inefficient process for handling meter replacements that require immediate billing

Core Problem

The current utility management platform restricts bill generation to batch processing within billing cycles, but there are numerous scenarios where Billing Managers need to generate bills for individual consumers immediately, leading to delays in dispute resolution, revenue collection issues, and an overall inefficient billing process.

2. Who Are the Users Facing the Problem?

Billing Manager

Responsible for generating and managing utility bills
Handles consumer billing disputes and corrections
Manages billing cycles and ensures timely bill generation
Needs to generate individual bills for special cases
Should have full access to the Single Bill Generation feature

3. Jobs To Be Done

For [Billing Manager]: When I need to generate a bill for a single consumer outside the regular billing cycle, But I am restricted to generating bills only during scheduled billing cycles, Help me create individual bills on-demand for specific consumers, So that I can resolve disputes promptly, process mid-cycle activation immediately, and improve revenue collection timing.

For [Billing Manager]: When I need to correct an erroneous bill for a consumer, But I have to wait until the next billing cycle to make these corrections, Help me generate a corrected bill immediately after identifying the error, So that I can maintain consumer satisfaction and prevent escalation of complaints.

For [Billing Manager]: When I need to generate a bill after a meter replacement, But I cannot create an immediate bill reflecting the final reading of the old meter and initial reading of the new meter, Help me create special bills that account for meter changes mid-cycle, So that I can ensure accurate consumption tracking and billing during equipment transitions.

4. Solution

The Single Bill Generation feature provides Billing Managers with the ability to create bills for individual consumers on-demand, outside of regular billing cycles. The solution addresses specific pain points by allowing immediate bill generation in the following capability areas:

Consumer Selection

Search functionality for quickly finding specific consumers by name or account number
Detailed consumer information display with account details and billing history
Verification of consumer category and sub-category information

Billing Period Management

Flexible selection of custom billing periods with precise start and end dates
Ability to set billing periods outside standard cycles
Clear visualization of the billing period being used for the individual bill

Meter Reading Processing

Input of current meter readings for consumption calculation
Automatic retrieval of previous meter readings
Consumption calculation based on the difference between readings
Support for handling meter replacement scenarios

Additional Charges Management

Option to include or exclude outstanding balances
Option to include or exclude late fees when applicable
Support for adding other miscellaneous charges
Real-time calculation of charges summary

Bill Generation and Output

Comprehensive bill summary review before final generation
Preview functionality to verify bill contents
Multiple output options (download, print)
Final bill generation with complete charge breakdown

Billing History Integration

Automatic update of billing history with newly generated bills
Access to historical bills for reference and comparison
Tracking of payment status for generated bills

Audit and Compliance

Tracking of who generated individual bills and when
Maintenance of billing audit trail for compliance purposes

5. Major Steps Involved

Billing Manager Flow:

Access Single Bill Generation Feature
- Navigate to the Single Bill Generation section from the sidebar menu
- System displays the Single Bill Generation interface with billing period selection
Select Billing Period
- Set the "From Date" using the date picker (e.g., March 28th, 2025)
- Set the "To Date" using the date picker (e.g., April 28th, 2025)
- System validates the selected billing period
Search for Consumer
- Enter at least 3 characters of the consumer's name or account number in the search field
- System displays matching results as the user types
- Select the specific consumer from the search results (e.g., John Smith)
Review Consumer Information
- System displays consumer details including:
  - Account name (e.g., John Smith)
  - Account number (e.g., WTR-1001245)
  - Category (e.g., Residential)
  - Sub-category (e.g., House)
- Review billing history including last bill date, amount, payments, and fees
- Check meter information including meter number, location, and previous readings
Initiate Bill Generation
- Click "Generate Bill" button to start the bill generation process
- System transitions to the step-by-step bill generation workflow
Verify Consumer Details
- Review the displayed consumer information in step 1 of the bill generation workflow
- Verify account name, number, category, sub-category, and premise information
- Click "Next Step" to proceed to meter reading entry
Enter Meter Reading
- System displays meter information including number, type, location, and previous reading
- Enter the current meter reading in the designated field (e.g., 10)
- System automatically calculates consumption (current reading - previous reading)
- Review the consumption calculation
- Click "Next Step" to proceed to additional charges
Configure Additional Charges
- Select whether to include or exclude outstanding balance
- System displays the outstanding balance amount if included
- Select whether to include or exclude late fees
- System shows auto-fetched late fees amount if included
- Select whether to include or exclude other charges
- Enter the amount for other charges if included
- Review the charges summary showing individual charges and total amount
- Click "Next Step" to proceed to bill summary
Review Bill Summary
- System displays comprehensive bill summary with all consumer information, meter readings, and charges
- Review the complete breakdown of charges
- Use optional actions if needed:
  - Click "Preview" to see how the bill will look
  - Click "Download" to save the bill as a file
  - Click "Print" to print the bill
Generate Final Bill
- Click "Generate Bill" button to finalize and create the bill
- System processes the bill and adds it to the billing history
- System provides confirmation of successful bill generation

Wireframe: Link

6. Flow Diagram

7. Business Rules

Single bills can only be generated for registered consumers in the system.
The billing period must have a valid start and end date with the end date after the start date.
If the last meter read date is within the bill period select then last meter reading should automatically fetched.
Current meter reading must be greater than or equal to the previous reading.
The system must calculate consumption correctly based on current and previous readings.
Outstanding balances must be accurate and reflect all unpaid amounts.
Late fees must be calculated according to the defined fee structure.
Bills must include all mandatory information as per regulatory requirements.
Billing Managers must have proper authorization to generate individual bills.
Billing Managers must verify consumer information before generating bills.
The system must validate that meter readings are within expected ranges.
For new meters, previous readings should be first reading of the meter.
The system must use the correct tariff rate based on consumer category and sub-category.
Outstanding balances must include all unpaid amounts from previous bills.
Late fees must be calculated based on the outstanding balance and days overdue.
Additional charges must be itemized and categorized appropriately.
The total bill amount must be the accurate sum of all individual charge components.
Minimum billing period: 1 day
Maximum billing period: 45 days
Billing period must align with:
- Meter reading dates
- Consumer's service activation/deactivation dates
- No retrospective billing beyond last meter reading date
Billing periods cannot overlap with existing generated bills for the same consumer
- only allowed when the reason dispute resolution or meter reading correction.
Only Billing Managers role can access the feature
Each bill generation requires mandatory entry of:
- Reason for off-cycle bill (e.g., meter replacement, dispute resolution, mid-cycle activation)
All bill generations tracked in comprehensive log
Current meter reading must be:
- Greater than previous reading
- Manually entered if system doesn't find the current reading
Mandatory validation before bill generation:
- Consumer account status
- Meter reading consistency
- Charge calculation accuracy
Strict duplicate bill generation controls:
- Unique bill identifier for each generation
- System-level check preventing identical bill generation
- Logging of duplicate attempt with user details
Every generated bill must include:
- Consumer full name and account number
- Complete service address
- Precise billing period dates
- Meter number and location
- Detailed consumption breakdown
- Itemized charge components
- Total amount due
Immediate billing history update
Real-time charge calculation
Comprehensive preview before final generation
Multiple output format support (PDF, Print)

Error Handling Rules

If consumption appears abnormally high, the system should display a warning.
If required information is missing, the bill generation process cannot proceed.
If there are connectivity issues, the system must save the draft bill information.
If a duplicate bill is being generated for the same period, the system must warn the user.

8. Acceptance Criteria

The system must allow Billing Managers to select a custom billing period with specific start and end dates.
The system must enable search functionality for consumers by name or account number with a minimum of 3 characters.
The system must display comprehensive consumer information including account details, billing history, and meter information.
The system must allow users to navigate between account details, billing history, and meter information tabs.
The system must initiate the bill generation workflow when the "Generate Bill" button is clicked.
The system must display and allow verification of consumer details in step 1 of the bill generation process.
The system must show meter information and allow entry of current meter reading in step 2.
The system must automatically calculate consumption based on the difference between current and previous readings.
The system must allow configuration of outstanding balance, late fees, and other charges in step 3.
The system must calculate and display real-time charge summaries when changes are made to included charges.
The system must present a comprehensive bill summary showing all consumer information, readings, and charges in step 4.
The system must provide preview, download, and print options for bills before final generation.
The system must successfully generate and store the bill when the final "Generate Bill" button is clicked.
The system must update the billing history with newly generated bills immediately after creation.
The system must validate that meter readings are logical (current reading ≥ previous reading).
The system must handle different consumer categories and sub-categories with appropriate tariff rates.
The system must accurately calculate charges for consumption, outstanding balances, late fees, and other charges.
The system must support navigation between bill generation steps using "Previous Step" and "Next Step" buttons.
The system must maintain data integrity throughout the bill generation process.
The system must ensure that generated bills meet all regulatory and compliance requirements.

9. Process Changes

Current Process	New Process	Impact
Bills can only be generated in bulk during billing cycles	Bills can be generated for individual consumers on-demand	Improves response time for consumer inquiries and dispute resolution by approximately 80% by eliminating wait time for the next billing cycle.
Billing Managers must wait for the next billing cycle to address disputes	Billing Managers can immediately generate corrected bills	Increases consumer satisfaction by addressing billing issues without delay.
Mid-cycle activations require manual tracking until next billing cycle	Mid-cycle activations can be billed immediately	Improves revenue collection timing and reduces the lag between service provision and billing.
Meter replacements cause billing complications	Special bills can be generated to handle meter changes	Ensures accurate consumption tracking and billing during equipment transitions.
Limited visibility into individual consumer billing details	Comprehensive access to consumer billing information during bill generation	Enables more informed decision-making and improved consumer support.
No ability to customize charges for individual bills	Flexible inclusion/exclusion of various charge types	Allows for more personalized billing that reflects the specific situation of each consumer.
Limited output options for generated bills	Multiple output options including preview, download, and print	Increases flexibility in how bills are delivered and stored.

10. Impact from Solving This Problem

Impact Area	Improvement	Justification
✅ Consumer Satisfaction	Significant improvement in dispute resolution time	Immediate bill generation allows for faster resolution of billing issues, reducing consumer frustration and increasing satisfaction.
✅ Revenue Collection	Reduction in revenue collection lag	Individual bills can be generated and sent immediately instead of waiting for the next billing cycle, improving cash flow.
✅ Operational Efficiency	Decreased time spent on manual workarounds	Elimination of manual tracking and workarounds previously needed for individual billing situations.
✅ Billing Accuracy	Improved accuracy in special billing scenarios	More precise handling of meter replacements, mid-cycle activations, and other special cases.
✅ Staff Productivity	Increased Billing Manager productivity	Less time spent explaining delays to consumers and manually tracking special billing cases.
✅ System Flexibility	Enhanced system capability to handle exceptions	The ability to address non-standard billing scenarios strengthens overall system flexibility.
✅ Data Integrity	Improved billing data completeness	All billing events are properly captured in the system, regardless of timing relative to billing cycles.

11. User Behavior Tracking

Billing Manager Tracking Plan

Metric	Events	Properties	Insights Provided
Individual Bill Generation Frequency	Bill_Generation_Started, Bill_Generation_Completed	timestamp, user_id, consumer_id, reason_code	How often are individual bills being generated? Are there patterns in when they are needed?
Bill Generation Time	Bill_Generation_Started, Bill_Generation_Completed	timestamp, user_id, steps_completed	How long does it take to complete the bill generation process? Are there bottlenecks?
Bill Generation Success Rate	Bill_Generation_Completed, Bill_Generation_Failed	timestamp, user_id, error_code, step_failed	What percentage of bill generation attempts are successful? What errors occur?
Bill Correction Frequency	Bill_Generation_Completed	timestamp, user_id, consumer_id, is_correction, previous_bill_id	How often are bills being corrected? Are there patterns that indicate systemic issues?
Charge Inclusion Patterns	Additional_Charges_Configured	timestamp, user_id, included_outstanding, included_late_fees, included_other	What charges are typically included in individual bills? Is there consistency in practice?
Navigation Patterns	Page_Viewed, Tab_Changed	timestamp, user_id, page_name, time_on_page	How do Billing Managers navigate through the interface? Can the flow be optimized?
Search Efficiency	Consumer_Search_Started, Consumer_Search_Completed	timestamp, user_id, search_term, results_count, time_to_select	How efficiently can Billing Managers find the consumers they need?
Output Preferences	Bill_Previewed, Bill_Downloaded, Bill_Printed	timestamp, user_id, action_type	What are the preferred methods for outputting generated bills?

Key Questions Answered by Tracking

What are the most common reasons for generating individual bills?
Are there specific consumers or consumer categories that require individual bills more frequently?
Which steps in the bill generation process take the longest to complete?
What is the distribution of individual bill generation throughout the month? Is there a pattern relative to billing cycles?
Are there consistent errors or challenges in the bill generation process that could be addressed?
How do Billing Managers use the search functionality, and can it be improved?
What percentage of individual bills are corrections of previous bills, and what does this indicate about billing accuracy?
Do Billing Managers consistently include or exclude certain types of charges in individual bills?
What is the average time spent on each step of the bill generation process?
How often do Billing Managers utilize the preview functionality before generating final bills?