Message Template Management System : User Story (UX06US06)

1. Problem Statement

Core Problem: The utility company lacks an effective message template management system that standardizes customer communications across multiple channels, resulting in inconsistent messaging, inefficient template creation processes, and difficulty tracking communication history. The current approach leads to fragmented customer experiences, compliance risks with character limits, and inability to efficiently manage templates for different communication scenarios.

For Utility Admin:

• Cannot efficiently govern template creation and approval workflows
• Lacks tools to ensure regulatory compliance across all templates
• No centralized system to track template versions and update history
• Limited visibility into template usage metrics for resource allocation
• Difficulty maintaining consistency across departments and user roles

For CSO (Call Center):

• Difficulty tracking which templates have been used with specific customers
• Cannot easily coordinate communications sent across multiple channels
• Lack templates tailored for escalated situations or specific customer scenarios
• No clear guidance on which templates to use for different customer issues
• Limited ability to measure template effectiveness in resolving customer inquiries

For Customer Service Executives:

• Cannot quickly locate appropriate templates during customer interactions
• Struggle to maintain consistent messaging across different customer touchpoints
• Lack visibility into which templates are most effective for specific situations
• Cannot easily customize templates while ensuring brand consistency
• Have no clear system for suggesting improvements to existing templates

For Billing Manager:

• No version control for billing-related templates
• Lacks ability to test templates with different billing scenarios
• Cannot easily update templates to reflect rate or policy changes
• No integration between billing system and communication templates
• Limited visibility into effectiveness of billing-related communications

For Meter Manager:

• Lacks specialized templates for meter-related communications
• Cannot easily modify templates to reflect changing meter technologies
• No integration between meter status and relevant communication templates
• Limited ability to create templates for different meter deployment scenarios
• Difficulty tracking customer communications about specific meter issues

2. Who Are the Users Facing the Problem?

Utility Administrator:

• Responsible for system configuration, business rules, and overall governance
• Manages user roles and permission profiles
• Sets up workflows and approval hierarchies
• Acts as liaison between department heads for system requirements
• Access Level: Full access to create, edit, approve, and manage all templates and categories

CSO Manager/Call Center Representative:

• Manages incoming customer inquiries across multiple channels
• Creates service orders and responds to customer issues
• Responsible for consistent customer communication
• Uses templates for routine customer interactions and responses
• Access Level: Access to use, suggest edits, and create draft templates requiring approval

Customer Service Executive:

• Handles walk-in customers and complex account changes
• Processes service requests requiring verification
• Resolves billing disputes and payment arrangements
• Uses templates for in-person and high-touch interactions
• Access Level: Access to use templates and suggest improvements

Billing Manager/Specialist:

• Oversees billing cycle and customer communications related to billing
• Ensures accurate implementation of rate structures and billing rules
• Manages billing exceptions and adjustments
• Develops bill formats and customer communications
• Access Level: Full access to billing-related templates, create/edit/approve within their domain

Meter Manager/Supervisor:

• Coordinates meter reading schedules and field operations
• Manages meter data collection systems and technology
• Develops meter installation and maintenance procedures
• Communicates with customers about meter-related issues
• Access Level: Full access to meter-related templates, create/edit/approve within their domain

3. Jobs To Be Done

For Utility Administrator: When I need to ensure consistent messaging across all customer communications, But I lack centralized control over template creation and usage, Help me implement a standardized template management system with governance controls, So that I can maintain brand consistency, ensure regulatory compliance, and improve customer experience.

For Utility Administrator: When I need to understand how templates are being used across the organization, But I have no visibility into template performance metrics, Help me track template usage, effectiveness, and user feedback in a centralized dashboard, So that I can optimize resources, identify training needs, and improve communication strategies.

For CSO Manager/Call Center Representative: When I need to quickly respond to customer inquiries across multiple channels, But I struggle to find appropriate templates during time-sensitive interactions, Help me search, filter, and access relevant templates with clear categories and tags, So that I can provide consistent, accurate responses that reduce resolution time.

For CSO Manager/Call Center Representative: When I need to handle specific customer scenarios that arise frequently, But existing templates don't address these unique situations, Help me create and suggest new template drafts based on actual customer interactions, So that I can improve our template library and better serve customers with similar needs.

For Customer Service Executive: When I need to communicate complex service changes to customers in person, But available templates don't allow appropriate customization, Help me access templates with clearly defined customizable fields while maintaining compliance, So that I can provide personalized service while ensuring message consistency.

For Billing Manager: When I need to update billing-related templates after rate changes, But I cannot easily track versions or ensure all templates are updated simultaneously, Help me implement version control with the ability to schedule template updates across channels, So that I can guarantee customers receive accurate billing information regardless of communication method.

For Meter Manager: When I need to notify customers about meter maintenance or reading schedules, But current templates aren't integrated with meter management systems, Help me create and maintain meter-specific templates with dynamic data fields, So that I can send accurate, timely communications about meter-related activities.

4. Solution

The Message Templates Management System provides a comprehensive solution for creating, organizing, and managing communication templates across multiple channels, ensuring consistent customer communications while maintaining compliance and efficiency.

Key Capability Areas:

1. Multi-Channel Template Creation and Management

• Unified template editor supporting email, SMS, in-app, and WhatsApp communications
• Format-specific templates (plain text, rich text, HTML) with channel-appropriate constraints
• Character counting with visual indicators for channel-specific limits (e.g., SMS)

2. Intelligent Template Organization

• Category-based template organization (Billing, Reports, Notifications, Onboarding, Alerts, Reminders)
• Tagging system for fine-grained template discovery (e.g., payment, confirmation, billing)
• Advanced filtering by channel, status, category, and tags

3. Template Governance and Compliance

• Role-based access controls for template creation, editing, and approval
• Version history tracking with edit logs showing who made changes and when
• Compliance checks for regulatory requirements and brand guidelines

4. User-Friendly Template Discovery

• Powerful search functionality with filters for quick template location
• Visual indicators for template types and channels (icons for Email, SMS, In-app, WhatsApp)
• Preview capability to see templates before selection or editing

5. Dynamic Content and Personalization

• Placeholder system for dynamic customer data insertion
• Conditional content blocks based on customer attributes or scenarios
• Template variables for personalized greetings, account details, and service information

6. Template Performance Analytics

• Usage tracking to identify most/least used templates
• Effectiveness metrics for template performance (resolution rates, customer satisfaction)
• A/B testing capabilities for optimizing template content

7. Workflow Integration

• Template suggestion process for frontline staff
• Approval workflows for new and modified templates
• Integration with existing customer communication systems

8. Template Lifecycle Management

• Draft and published states for templates
• Archiving system for outdated templates
• Template expiration and review reminders

9. Collaborative Template Development

• Comment and feedback mechanism on templates
• Shared editing for template collaboration
• Template ownership and assignment

10. Responsive Design Support

• Mobile-friendly template previews
• Responsive design checks for email templates
• Cross-platform testing for template rendering

5. Major Steps Involved

For Utility Administrator:

1. Template Library Management
   • Navigate toAccess the Templates sectionSection
     • Click fromon "Templates" in the mainleft sidebar navigation menu
     • View the completetemplate listlibrary ofshowing messageall available templates organized by category
     • Use search and filter options to locate specific templates
     • Review template usage statistics and performance metrics
   • CreatingBrowse aand NewFind Template CategoryTemplates
     • Click "New Category" button when adding or editing a template
     • Enter category name and description
     • Set category-specific permissions and approval workflows
     • Save the new category to make it available for template classification
   • Template Approval Process
     • Access the Templates section and navigate to the "Drafts" filter
     • Review pending template submissions requiring approval
     • Open each template to view content, details, and creator notes
     • Approve, reject with comments, or edit before approval
     • Set the template status to "Published" when approved
   • Establishing Template Governance
     • Access the Settings menu and navigate to Template Management settings
     • Configure role-based permissions for template creation, editing, and approval
     • Set up approval workflows and notification rules
     • Define compliance rules and character limits for different channels
     • Implement brand guidelines and required template elements

For CSO Manager/Call Center Representative:

1. Finding the Right Template
   • From the Templates section, useUse the search bar to enterfind keywordstemplates by keyword
   • ApplyClick filtersthe for"Filter" button to access filtering options
   • Filter templates by channel (Email, SMS, In-app,App, WhatsApp), category, or tags
   • BrowseFilter resultsby tostatus identify(Published, the most appropriate templateDraft)
   • ClickFilter onby thecategory (Reports, Billing, Notifications, etc.)
   • View template tocards previewshowing beforekey selectioninformation (name, description, tags, created/updated by , view & edit icon , creation date)
3. Using aView Template for Customer CommunicationDetails
   • SelectClick the"View" appropriatebutton on a template fromcard searchto resultssee full details
   • Review template content(creation anddate, customizelast allowedupdate, fieldstags,category,message content)
   • FillSee intags customer-specificassociated information usingwith the placeholder systemtemplate
   • PreviewCheck thetemplate finalusage message before sending
   • Send the message through the selected channelstatistics
4. Suggesting Template Improvements
   • While using a template, identify areas for improvement
   • Click the "Suggest Edit" button on the template view
   • Make proposed changes to the template content
   • Add comments explaining the rationale for changes
   • Submit for review by template owner or administrator
4. Creating aCreate New Template Draft
   • Click the "+ New Template" button in the Templatestop-right sectioncorner
   • Select the appropriate communication channel (Email, SMS, In-App, WhatsApp)
   • Choose the template format (Plain Text, Rich Text, HTML)
   • Enter template name, description,name and selectdescription
   • Select or create a category
   • Add relevant tags for improved searchability
   • Compose template content with
   • Insert placeholders asusing neededthe "Insert Placeholder" button
   • Save as draft or submit for approval

For Billing Manager:

1. Updating Billing Templates After Rate Changes
   • Navigate to the Templates section and filter for the Billing category
   • Search for templates containing rate information
   • Click "Edit" on each relevant template
   • Update content with new rate information
   • Include effective date increate the template version notes
   • Save changes and submit for approval if required
5. CreatingEdit Payment ConfirmationExisting Templates
   • Locate template using search or filters
   • Click the "New Template"Edit" button on the template card
   • SelectModify "Email"template content, category, or tags as the communication channelneeded
   • ChooseUpdate appropriate format (typically Rich Textplaceholders or HTML)
   • Name template "Payment Confirmation" and select Billing category
   • Add tags: payment, confirmation, billing
   • Compose content with payment details placeholders
   • Add dynamic content conditions for different payment methods
   • Save templatechanges and submit for approval
6. TemplateUse VersionTemplates Managementfor Communication
   • OpenSelect an existing billingappropriate template
   • Review the version history to understand previous changes
   • Click "Edit" to make necessary updates
   • Add version notes explaining changes and reasons
   • Save as a new version while maintaining previous versions
   • Schedule the effective date for the newcommunication templateneed
   • System versionpopulates customer-specific data into placeholders
   • Review personalized content and make any needed adjustments
   • Send the communication through the selected channel
   • System records the communication in the customer history

For Meter Manager:

1. Creating Meter Reading Notification Templates
   • Click "New Template" button
   • Select appropriate channel (SMS or Email)
   • Name template and select Notifications category
   • Add relevant tags: meter, reading, schedule
   • Compose content with meter reading schedule placeholders
   • Include conditional content based on meter type
   • Save template and submit for approval
2. Service Outage Notification Management
   • Navigate to existing Service Outage Notification template
   • Click "Edit" to update content or format
   • Ensure compliance with character limits for SMS
   • Add dynamic content for estimated restoration times
   • Include area-specific information using placeholders
   • Save changes and submit for approval
3. Template Integration with Meter Systems
   • Configure template placeholders that pull data from meter systems
   • Set up conditional content based on meter status
   • Test templates with sample meter data
   • Verify character counts and format compliance
   • Publish templates for use in automated communications

6. Flow Diagram

Template Creation Flow

graph TD
    A[User clicks 'New Template'] --> B[Select Communication Channel]
    B --> C[Choose Template Format]
    C --> D[Enter Template Name and Description]
    D --> E[Select Category]
    E --> F[Add Tags]
    F --> G[Compose Template Content]
    G --> H[Add Placeholders if needed]
    H --> I{Save Decision}
    I -->|Save as Draft| J[Template Saved as Draft]
    I -->|Submit for Approval| K[Template Submitted]
    K --> L[Notification Sent to Approvers]
    L --> M{Approval Decision}
    M -->|Approved| N[Template Published]
    M -->|Rejected| O[Returned with Comments]
    O --> G

Template Usage Flow

graph TD
    A[User needs template] --> B[Navigate to Templates section]
    B --> C[Search or Filter Templates]
    C --> D[Preview Template Options]
    D --> E[Select Appropriate Template]
    E --> F[Customize Template with Customer Data]
    F --> G[Preview Final Message]
    G --> H{Send Decision}
    H -->|Send Now| I[Message Sent to Customer]
    H -->|Schedule| J[Set Date/Time for Delivery]
    J --> K[Message Queued for Delivery]
    I --> L[Template Usage Recorded]
    K --> M[Scheduled Message Sent]
    M --> L

Template Governance Flow

graph TD
    A[Admin Sets Up Governance Rules] --> B[Define Role Permissions]
    B --> C[Establish Approval Workflows]
    C --> D[Set Compliance Requirements]
    D --> E[Configure Brand Guidelines]
    
    F[User Creates/Edits Template] --> G{Requires Approval?}
    G -->|Yes| H[Submit for Approval]
    G -->|No| I[Direct Publishing]
    
    H --> J[Approver Reviews Template]
    J --> K{Decision}
    K -->|Approve| L[Template Published]
    K -->|Reject| M[Return with Comments]
    M --> F
    
    L --> N[Template Available in Library]
    I --> N

7. Business Rules

General Rules

1. All templates must be categorized into one of the predefined categories (Reports, Billing, Notifications, Onboarding, Alerts, Reminders). or a new category can be created.
2. Templates mustcan include a name, description, andor at least one tag for searchability.
3. Each template must be associated with a specific communication channel (Email, SMS, In-App, WhatsApp).
4. The system must enforce character limits based on the selected channel (e.g., 160 characters for SMS).
4. Template names must be unique within the same category and channel combination.
5. All templates must include created by/updated by information and timestamps.
6. Templates must support placeholders for dynamic content insertion.
7. Users can only access templates based on their role permissions.
9. Templates must maintain version history with change logs.
10. Draft templates must be approved before becoming available for general use.

Channel-Specific Rules

1. Email Templates:
   • Must support Plain Text, Rich Text, and HTML formats
   • Subject line is required and limited to 100 characters
   • Must include unsubscribe option in footer
   • Support for attachments and embedded images
2. SMS Templates:
   • Character limit of 160 characters per message
   • Visual indicator when approaching character limit
   • No rich formatting or HTML allowed
   • Must include opt-out instructions for compliance
3. In-App Templates:
   • Support for Rich Text format
   • Must include a title limited to 50 characters
   • Can include action buttons with defined behaviors
   • Support for notification priority levels
4. WhatsApp Templates:
   • Must comply with WhatsApp Business API guidelines
   • Support for template components (header,***) body, footer)
   • Limited to 1024 characters in total
   • Support for media attachments within size limits

Template Creation and Editing Rules

1. Only users with appropriate permissions can create new templates.
2. Template drafts can be saved without approval.
2. Template editing requires recording of version changes and reasons.
4. Published templates cannot be directly edited; a new version must be created.(****)
3. Template deletion is restricted to administrators or template owners.
6. Templates must be reviewed and republished at least every 12 months.
7. Critical templates (billing, service outage) require mandatory approval workflow.
8. Template categories can only be created by administrators.

Template Usage Rules

1. Usage statistics must be tracked for all templates.
2. Most frequently used templates should be highlighted in search results.
3. Templates marked as "Default" are prioritized in search results.
4. Usage history must be maintained for audit and optimization purposes.
5. Templates can be marked as favorites by users for quick access.
6. Template effectiveness metrics should be calculated based on customer feedback.
7. Templates can be filtered by usage frequency (high, medium, low).

Error Handling and Validation

1. IfPublished templates cannot be directly edited, if user tries to edit the changes, show a templateconfirmation exceedsmessage channel-specificthat character limits, the system must display a warning and prevent publishing.
2. If required placeholderswhere are missing,these thetemplates systemare mustbeing prompt the user before allowing saving.used.
2. If a template name already exists, the system must request a different name.
3. Templates with broken or invalid placeholders must be flagged during validation.
5. If a template fails compliance checks, detailed error messages must be provided.
4. Templateuser previewcant mustclick displaycreate potentialtemplate formatting issues across devices.
7. Scheduling conflicts must be detecteduntil and resolvedunless beforeall templatethe publication.fields are rightly filled.

8. Sample Data

Template Categories

1. Reports
2. Billing
3. Notifications
4. Onboarding
5. Alerts
6. Reminders

Sample Templates

Monthly Report Template:

• Category: Reports
• Channel: Email
• Format: HTML
• Tags: report, monthly, usage
• Description: Template for sending monthly energy usage reports to customers
• Created by: John Doe
• Updated by: Jane Smith
• Last updated: 29 days ago

Payment Confirmation:

• Category: Billing
• Channel: Email
• Format: Rich Text
• Tags: payment, confirmation, billing
• Description: Template for payment confirmation emails
• Created by: John Doe
• Updated by: Jane Smith
• Last updated: 2 months ago

Service Outage Notification:

• Category: Notifications
• Channel: SMS
• Format: Plain Text
• Tags: outage, maintenance, notification
• Description: Template for service outage notifications
• Created by: John Doe
• Updated by: Jane Smith
• Last updated: 1 month ago
• Character count: 438/160 (limit exceeded)

Welcome Email:

• Category: Onboarding
• Channel: Email
• Format: HTML
• Tags: welcome, onboarding, new-customer
• Description: Template for welcoming new customers
• Created by: John Doe
• Updated by: Jane Smith
• Last updated: 17 days ago

Usage Alert:

• Category: Alerts
• Channel: In-App
• Format: Rich Text
• Tags: usage, alert, consumption
• Description: Template for notifying customers of unusual usage patterns
• Created by: John Doe
• Updated by: Jane Smith
• Last updated: 13 days ago

Appointment Reminder:

• Category: Reminders
• Channel: WhatsApp
• Format: Plain Text
• Tags: appointment, reminder, schedule
• Description: Template for appointment reminders via WhatsApp
• Created by: John Doe
• Updated by: Jane Smith
• Last updated: 1 month ago

Sample Template Content

Monthly Report Template (HTML):

<h1>Your Monthly Energy Report</h1>
<p>Dear {{customer.firstName}},</p>
<p>Here is your energy usage summary for {{report.month}} {{report.year}}:</p>
<ul>
  <li>Total usage: {{usage.total}} kWh</li>
  <li>Previous month: {{usage.previousMonth}} kWh</li>
  <li>Year-to-date: {{usage.yearToDate}} kWh</li>
  <li>Comparison to neighbors: {{usage.neighborComparison}}</li>
</ul>
<p>View your detailed report <a href="{{report.url}}">here</a>.</p>
<p>Thank you for being a valued customer.</p>
<p>Regards,<br>{{company.name}}</p>

Service Outage Notification (SMS):

Planned Service Outage Alert

Please be advised of a scheduled service outage scheduledin foryour area on {{outage.date}} from {{outage.startTime}} to {{outage.endTime}} in your area..
For emergency assistance, call {{company.emergencyNumber}}.
UpdatesStay updated at {{company.website}}/outagesoutages.

9. Acceptance Criteria

1. The system must allow users to create templates for four communication channels: Email, SMS, In-App, and WhatsApp.
2. The system must support three template formats: Plain Text, Rich Text, and HTML.
3. The system must organize templates into at leastcategories sixlike categories:: Reports, Billing, Notifications, Onboarding, Alerts, and Reminders.
4. The system must enforce character limits for SMS templates and display a warning when exceeded.
4. The system must allow filtering templates by channel, status, category, and tags.
5. The system must display creation and last update information for all templates.
6. The system must provide a search function that returns relevant templates based on keywords.
7. The system must allow template tagging for improved searchability and organization.
8. The system must support a template approval workflow for new and edited templates.
10. The system must maintain version history for all templates with change logs.
11. The system must allow preview of templates before selection or sending.
12. The system must support dynamic content insertion through placeholders.
13. The system must track template usage statistics for optimization.
9. The system must allow saving templates as drafts before submission.
15. The system must provide visual indicators for template channel and format.
16. The system must allow administrators to create new template categories.
17. The system must enforce role-based permissions for template creation and editing.
10. The system must allow multiple filter criteria to be applied simultaneously.
11. The system must support template duplication for creating variations.
12. The system must provide clear error messages when templates fail validation checks.

10. Process Changes

Aspect
Current ProcessNewProcess
New ProcessImpactProcess
Impact AnalysisTemplateAnalysis
Template Creation: Creation
Templates created ad-hoc by different teams with no standardizationCentralizedstandardization
Centralized template creation through a standardized system with governance and approval workflows60% workflows
reduction in template creation time; Elimination of duplicate templates;  100% compliance with brand guidelinesTemplateguidelines
Template Discovery: Discovery
Manual searching through emails, shared drives, or asking colleaguesAdvancedcolleagues
Advanced search and filtering system with categorization and tagging75% tagging
reduction in time to find appropriatelocate templates; Increased template reuse; Reduced customer response timeVersiontime
Version Control: Control
No formal version tracking, leading to outdated templates in useFormaluse
Formal version history with change logs and scheduled updatesEliminationupdates
Elimination of outdated template usage;templates; Clear audit trailtrail; forConsistent compliance;messaging
Compliance Consistency across all communicationsCompliance Monitoring: Monitoring
Manual checking of templates for regulatory complianceAutomatedcompliance
Automated compliance checks with built-in rules (e.g., character limits andlimits, required elements90% elements)
reduction in compliance violations; Elimination ofNo manual compliancereview reviews;needed; ReducedLower regulatory riskTemplaterisk
Template Approval: Approval
Informal or non-existentno approval processStructured approvalprocess
Structured workflows based on template type and criticalityIncreasedcriticality
Higher quality of customer communications; ReducedFewer errorspublishing inerrors; published templates; ClearDefined accountability for contentCross-
Cross-Channel Consistency: Consistency
Different templates used for the same message across channelsUnifiedchannels
Unified template management with channel-specific formattingConsistent customerformatting
Consistent experience regardlessacross of channel;channels; Reduced maintenance overhead;effort; Improved brand consistencyTemplateuniformity
Template Performance Tracking: Tracking
No data or feedback on template effectivenessComprehensiveeffectiveness
Comprehensive analytics on template usage and performanceData-performance
Data-driven template optimization; ResourceBetter allocationresource basedallocation; on usage patterns; ContinuousOngoing improvement
Template of communicationsTemplate Organization: Organization
Fragmented storage across departmentsCentralizeddepartments
Centralized repository with intelligent organizationEliminationstructure
Removal of silos; Better collaboration; Full template silos; Increased collaboration across departments; Complete visibility of all available templates
11. Impact from Solving This Problem
Metric
Current Process
Improvement
Customer Experience
MetricImpactCustomer
Messaging ExperienceConsistentvaries across channels; slow response times due to scattered templates
Consistent messaging across all channels improves customer satisfaction by 25%; Reduced response time by 40% throughchannels; quicker templateaccess accessOperationalto Efficiency60%appropriate reductiontemplates
Operational inEfficiency
Templates timeare spent creatingcreated and searchingsearched formanually, templates;often 45%from decrease in template-related errorsCompliance95% reduction in non-compliant communications; Complete audit trail for all customer communicationsCost Reduction30% decrease in template maintenance costs; 50% reduction in duplicate template creationEmployee Satisfaction35% improvement in employee satisfaction through streamlined tools; Reduced frustration with finding appropriate templatesCommunication Quality40% improvement in message clarity and effectiveness; Standardized tone and messagingTemplate Reuse70% increase in template reuse across departments; Reduced redundant workCross-Department Collaboration50% improvement in collaboration on templatescratch
Streamlined creation and optimization;discovery Sharedprocess; bestreduced practicesResponseerrors
Compliance
Manual Time45%checks reductionwith inno timeformal toaudit respondtrail
Automated tocompliance customerchecks; inquiriescomprehensive usingtracking appropriatefor templatesGovernance100%regulatory purposes
Cost Reduction
High maintenance effort with frequent duplication
Lower maintenance burden; minimized duplication of templates
Employee nowSatisfaction
Employees followface establishedfriction finding or creating templates
Smoother workflows with easy access to standardized templates
Communication Quality
Tone and content vary across departments
Unified voice and clarity across all communications
Template Reuse
Templates are rarely reused and often recreated
Centralized templates promote reuse and efficiency
Cross-Department Collaboration
Departments manage templates independently
Shared access encourages collaboration and knowledge sharing
Response Time
Finding suitable templates is time-consuming
Rapid selection of pre-approved, categorized templates
Governance
No formal approval or version control process
Structured governance process;ensures Clearconsistency, ownershipaccountability, and accountabilityquality control
12. User Behavior Tracking
For Utility Administrator

MetricEvents to TrackPropertiesInsightsTemplate Management EfficiencyTemplate_Created, Template_Edited, Template_Approved, Template_Rejecteduser_id, template_id, template_category, time_spent, approval_stageHow efficiently are templates being created and managed? Are templates getting stuck in approval processes?Governance EffectivenessCompliance_Check_Passed, Compliance_Check_Failedtemplate_id, failure_reason, compliance_typeAre templates meeting compliance requirements? What compliance issues are most common?System AdoptionAdmin_Login, Feature_Usage, User_Managementuser_id, feature_name, session_duration, action_takenHow comprehensively are administrators using the system? Are there underutilized features?Category ManagementCategory_Created, Category_Modified, Templates_Recategorizedcategory_id, template_count, user_idHow effectively is the categorization system being used? Are categories being maintained properly?
Key Questions Answered:
How effectively is the template governance process working?
Which template categories require the most maintenance?
Are compliance requirements being consistently met?
How can we optimize the template approval workflow?
For CSO Manager/Call Center Representative

MetricEvents to TrackPropertiesInsightsTemplate Search EfficiencyTemplate_Search, Template_Selected, Search_Abandoneduser_id, search_terms, filters_applied, time_to_select, search_results_countHow quickly can users find appropriate templates? Are search terms aligned with available templates?Template UsageTemplate_Used, Template_Customized, Message_Senttemplate_id, channel, customization_time, customer_id, issue_typeWhich templates are most frequently used? How much customization is required?Template FeedbackTemplate_Feedback_Submitted, Template_Edit_Suggestedtemplate_id, feedback_type, user_id, sentimentWhat improvements are users suggesting? Are certain templates consistently receiving negative feedback?Channel EffectivenessChannel_Selected, Message_Delivered, Customer_Responsechannel_type, template_id, response_time, resolution_successWhich channels are most effective for different types of communications?
Key Questions Answered:
Which templates are most effective for resolving specific customer issues?
How can template search be optimized for quicker customer responses?
What template improvements would most benefit frontline staff?
Which communication channels are most effective for different messages?
For Billing Manager

MetricEvents to TrackPropertiesInsightsBilling Template EffectivenessBilling_Template_Used, Payment_Received, Customer_Inquiry_After_Messagetemplate_id, billing_type, amount_due, days_to_paymentHow effective are billing communications in driving payment actions? Do certain templates reduce inquiries?Template Update EfficiencyBilling_Template_Updated, Update_Reason, Update_Timetemplate_id, update_type, number_of_templates_affected, time_to_updateHow efficiently can billing templates be updated when needed? Are updates consistent across templates?Rate Change CommunicationRate_Change_Template_Sent, Customer_Understanding_Survey, Support_Calls_After_Rate_Noticetemplate_id, rate_change_type, customer_segment, inquiry_volumeHow effectively do templates communicate rate changes? Do they reduce customer confusion?Payment Confirmation EffectivenessPayment_Confirmation_Sent, Channel_Used, Customer_Satisfactiontemplate_id, payment_method, confirmation_time, follow_up_requiredDo payment confirmations meet customer expectations? Which channels are preferred?
Key Questions Answered:
How effectively do billing templates drive on-time payments?
How quickly can rate change communications be deployed?
Which billing template formats reduce follow-up customer inquiries?
Are payment confirmations meeting customer expectations?
For Meter Manager

MetricEvents to TrackPropertiesInsightsMeter Notification EffectivenessMeter_Notification_Sent, Customer_Compliance, Access_Issuestemplate_id, notification_type, notice_period, compliance_rateHow effective are meter-related communications in gaining customer cooperation? Do certain templates improve access rates?Outage Communication SuccessOutage_Notification_Sent, Customer_Prepared, Post-Outage_Satisfactiontemplate_id, outage_type, advance_notice, satisfaction_scoreHow well do outage templates prepare customers? Do they reduce dissatisfaction?Template IntegrationMeter_System_Integration_Used, Dynamic_Data_Inserted, Data_Accuracytemplate_id, data_source, field_type, error_rateHow effectively do templates integrate with meter systems? Is dynamic data accurate?Maintenance CommunicationsMaintenance_Notification_Sent, Customer_Present, Work_Completedtemplate_id, maintenance_type, notification_channel, completion_rateDo maintenance notifications effectively ensure customer presence when needed?
Key Questions Answered:
Which notification formats best ensure customer cooperation for meter access?
How effectively do outage notifications manage customer expectations?
Is meter data being correctly integrated into customer communications?
Which maintenance notification approaches minimize access issues?