CSO Dashboard (CIS01US01)

1. Problem Statement

For Utility Administrator:

• Lack of unified view of all critical utility operations and KPIs across departments
• Inability to quickly identify operational issues requiring immediate attention
• Scattered information across multiple systems making decision-making time-consuming
• Limited visibility into cross-departmental performance correlations
• Difficulty in monitoring real-time operational status and trends

For CSO Manager:

• No centralized view of customer service metrics and complaint resolution status
• Inability to quickly assess service request backlog and resolution performance
• Limited visibility into customer satisfaction trends and service quality metrics
• Difficulty correlating service issues with operational problems
• Lack of real-time alerts for escalating customer service issues

Core Problem:

The current utility management system lacks a unified command center dashboard that provides managers with a comprehensive, real-time view of all critical operations, KPIs, and performance metrics. This results in fragmented decision-making, delayed response to issues, and inability to identify cross-departmental correlations that impact overall utility performance.

2. Who Are the Users Facing the Problem?

Utility Administrator:

• Oversees overall utility operations and strategic decision-making
• Monitors cross-departmental performance and resource allocation
• Ensures regulatory compliance and operational efficiency
• Coordinates emergency response and strategic initiatives

CSO Manager:

• Manages customer service operations and satisfaction metrics
• Oversees complaint resolution and service request fulfillment
• Monitors customer engagement and digital adoption
• Ensures service level agreement compliance

3. Jobs To Be Done

For Utility Administrator:

• When I need to assess overall utility performance and identify critical issues requiring attention, But I must navigate multiple systems and reports to gather comprehensive information, Help me access a unified command center dashboard with real-time KPIs and alert notifications, So that I can make informed strategic decisions quickly and coordinate cross-departmental responses effectively.

For CSO Manager:

• When I need to monitor customer service performance and identify emerging issues, But I lack visibility into real-time service metrics and complaint trends, Help me view integrated customer service dashboards with escalation alerts and resolution tracking, So that I can proactively address service issues and maintain high customer satisfaction levels.

4. Solution

The Command Center Dashboard provides a comprehensive, unified view of all critical utility operations and performance metrics:

Key Capability Areas:

1. Executive Summary Analytics
   • Real-time KPI cards showing Total Revenue, Service Requests, Collection Rate, and Active Complaints
   • Trend indicators with month-over-month percentage changes
   • Color-coded status indicators for quick issue identification
   • Automated alert notifications for metrics exceeding thresholds
2. Revenue Performance Monitoring
   • Revenue trend visualization with historical comparison
   • Revenue by consumer category breakdown with monthly trends
   • Collection rate tracking with payment performance metrics
   • Outstanding balance monitoring with aging analysis
3. Customer Service Operations
   • Service request volume tracking with active/overdue categorization
   • Complaint management with resolution rate monitoring
   • Service request categorization by type and priority
   • First-call resolution tracking and average handling time metrics
4. Operational Performance Dashboard
   • Service request resolution time analysis by priority levels
   • Peak usage time monitoring for resource planning
   • Water usage by segment tracking for demand forecasting
   • Disconnection tracking with pending and completed status
5. Account Management Overview
   • Active account summary with growth tracking
   • Account health scoring based on payment history
   • Customer segmentation analysis (Residential, Commercial, Industrial)
   • New account acquisition tracking with conversion metrics
6. Digital Adoption Metrics
   • Mobile app usage tracking with engagement metrics
   • Web portal usage monitoring and feature adoption
   • Digital payment adoption rates and transaction volumes
   • Self-service utilization tracking to reduce call center load
7. Payment Performance Analytics
   • On-time payment rate monitoring with trend analysis
   • Payment method preference tracking and optimization
   • Collection efficiency metrics with aging breakdown
   • Digital payment adoption impact on collection rates
8. Quick Action Center
   • One-click access to common management tasks
   • New service request creation with priority assignment
   • Payment recording with account reconciliation
   • Complaint registration with automatic routing
   • Customer addition with service activation
   • Connection management with field coordination
   • Rate transfer processing with approval workflow
   • Disconnection management with customer notification

5. Major Steps Involved

For Utility Administrator using the Command Center Dashboard:

1. Access Command Center
   • Navigate to SMART360 main navigation menu
   • Select "Command Center" from the dashboard options
   • System loads unified dashboard with real-time data refresh
   • View welcome message with last update timestamp
2. Review Executive KPIs
   • Scan Analytics & Insights section at top of dashboard
   • Review Total Revenue ($298,500) with 12.5% growth indicator
   • Check Service Requests (718) with 8.3% increase from last month
   • Monitor Collection Rate (82%) with 3.2% improvement
   • Assess Active Complaints (24) with 5.8% decrease
3. Analyze Revenue Performance
   • Review Revenue Trend chart showing 6-month performance
   • Analyze Revenue by Consumer Category breakdown
   • Identify highest revenue-generating segments
   • Compare current month performance against historical trends
4. Monitor Customer Service Metrics
   • Check Service Requests section showing 48 Active and 5 Overdue
   • Review average completion time (4.2 hrs) and first resolution rate (82%)
   • Analyze service requests by category (Water Supply, Metering Issues, etc.)
   • Monitor complaint resolution with 18 Active and 7 Resolved Today
5. Assess Operational Status
   • Review Disconnection section with 24 Pending and 12 Completed Today
   • Monitor service categories and priority distributions
   • Check resolution times by priority level (Urgent, High, Medium, Low)
   • Analyze peak usage patterns for resource planning
6. Review Account Performance
   • Check Consumer Account Summary with 1256 Active Accounts
   • Review new account additions (24 new accounts, 2.3% growth)
   • Analyze Account Health Score (87% overall health rating)
   • Review customer segmentation distribution
7. Monitor Digital Adoption
   • Check Mobile App Usage (68%) and Web Portal Usage (54%)
   • Review digital payment adoption trends
   • Analyze self-service utilization impact on call center volume
   • Track feature adoption across digital channels
8. Utilize Quick Actions
   • Access Quick Actions panel for common tasks
   • Create new service requests directly from dashboard
   • Record payments and update account status
   • Register complaints with automatic routing
   • Initiate disconnection procedures with proper notifications

For CSO Manager using customer-focused sections:

1. Monitor Service Request Performance
   • Focus on Service Requests panel with active/overdue breakdown
   • Review resolution time metrics by priority level
   • Analyze service request categories and trending issues
   • Monitor first-call resolution rates and customer satisfaction
2. Track Complaint Management
   • Review Complaints section with active and resolved counts
   • Monitor escalation rates and resolution timeframes
   • Analyze complaint categories for pattern identification
   • Track customer satisfaction scores post-resolution

6. Flow Diagram

7. Business Rules

General Dashboard Rules:

1. Dashboard must refresh data automatically every 5 minutes during business hours
2. All monetary values must be displayed in the configured utility currency format
3. Percentage changes must be calculated based on the same period in the previous month
4. All timestamps must display in the user's local timezone
5. Dashboard access requires appropriate role-based permissions
6. Critical alerts must be highlighted with visual indicators (red, yellow, green)
7. Historical trend data must be available for minimum 12 months
8. All dashboard sections must be responsive and accessible on mobile devices

KPI Calculation Rules:

1. Total Revenue includes all billed amounts for the current month regardless of payment status
2. Service Requests count includes all requests created in the current period regardless of status
3. Collection Rate = (Payments Received / Total Amount Due) * 100 for the period
4. Active Complaints include all unresolved complaints regardless of creation date
5. Month-over-month changes must exclude weekend and holiday variations
6. Account Health Score considers payment history, complaint frequency, and service usage patterns
7. Resolution times are calculated from request creation to final closure timestamp
8. Peak usage analysis must consider seasonal variations and historical patterns

Quick Actions Rules:

1. New Service Request creation requires customer account validation
2. Payment recording must include payment method and reference number validation
3. Complaint registration automatically assigns unique reference numbers
4. Customer addition requires address verification and service feasibility check
5. Connection requests must validate technical requirements and scheduling availability
6. Rate transfers require approval workflow based on account value thresholds
7. Disconnection actions require customer notification and compliance verification
8. All quick actions must log user identification and timestamp for audit purposes

Analytics & Insights Section Rules:

1. Total Revenue field must display current month's total billed amount in currency format ($298,500)
2. Total Revenue percentage change must be calculated as ((Current Month - Previous Month) / Previous Month) * 100
3. Total Revenue trend indicator must show green arrow up for positive growth, red arrow down for negative
4. Service Requests field must count all requests created in current month (718)
5. Service Requests percentage must compare current month total to same month previous year
6. Service Requests icon must be blue chart symbol indicating operational metrics
7. Collection Rate must be calculated as (Payments Received / Total Amount Due) * 100 (82%)
8. Collection Rate must display circular progress indicator with color coding: Green >80%, Yellow 60-80%, Red <60%
9. Active Complaints must count all unresolved complaints regardless of creation date (24)
10. Active Complaints trend must show percentage change from previous month with red warning icon
11. All percentage changes must be displayed with + or - prefix and appropriate color coding
12. Analytics cards must refresh every 5 minutes during business hours

Revenue Section Chart Rules:

1. Revenue Trend chart must display 6-month historical data as line chart
2. Revenue Trend X-axis must show month abbreviations (Jan, Feb, Mar, Apr, May, Jun)
3. Revenue Trend Y-axis must start from 0 and scale to maximum value + 20% padding
4. Revenue Trend line must be blue color (#007bff) with smooth curve interpolation
5. Revenue by Consumer Category must display stacked bar chart with 3 categories
6. Consumer Category bars must use distinct colors: Blue (Residential), Green (Commercial), Orange (Industrial)
7. Consumer Category chart must show monthly data for current 6-month period
8. Consumer Category Y-axis must display values in thousands with appropriate scaling
9. Both charts must include hover tooltips showing exact values and percentages
10. Charts must be interactive with click-through capability to detailed reports

Consumer Account Summary Rules:

1. Active Accounts field must count all accounts with status = 'Active' (1256)
2. Active Accounts percentage must compare current month to previous month (+2.3%)
3. New Accounts field must count accounts created in current month (24)
4. New Accounts percentage must show growth rate from previous month (+2.8%)
5. Account Health Score must be calculated based on payment history, complaint frequency, service usage
6. Account Health Score must display as percentage with color coding: Green >85%, Yellow 70-85%, Red <70%
7. Account Segments chart must show horizontal stacked bar with customer type distribution
8. Segments must be color-coded: Blue (Residential), Green (Commercial), Purple (Industrial), Gray (Other)
9. Segment percentages must total 100% and display customer count on hover
10. All account metrics must update in real-time when new accounts are created or modified

Key Metrics Scorecard Rules:

1. Revenue Collection percentage must be calculated as (Collected Amount / Billed Amount) * 100 (92.3%)
2. Revenue Collection change indicator must show month-over-month comparison (+1.7%)
3. Outstanding Balance must display total unpaid amount in currency format ($183.5K)
4. Outstanding Balance change must show percentage variance from previous month (-4.2%)
5. Mobile App Usage must calculate unique active users / total registered users * 100 (68%)
6. Mobile App Usage change must compare current month to previous month (+5.3%)
7. Web Portal Usage must calculate unique portal sessions / total customers * 100 (54%)
8. Web Portal Usage change must show monthly growth rate (+3.8%)
9. All scorecard metrics must display with appropriate icons and color coding
10. Percentage changes must update daily based on rolling 30-day calculations

Payment Performance Section Rules:

1. Total Payments must display sum of all payments received in current month ($45,231)
2. Total Payments percentage must compare current month to previous month (+14.2%)
3. Outstanding Amount must show total unpaid balances across all accounts ($12,450)
4. Outstanding Amount change must indicate improvement (negative) or deterioration (positive) (-0.5%)
5. On-Time Payment Rate must calculate payments made by due date / total payments * 100 (82%)
6. Digital Payment Adoption must calculate digital payments / total payments * 100 (65%)
7. Aging Breakdown chart must display horizontal stacked bars with 4 categories
8. Aging categories must be: Current (0-30 days), 30 Days (31-60), 60 Days (61-90), 90+ Days (>90)
9. Aging bars must use color gradient: Green (Current) to Red (90+ Days)
10. Payment metrics must update in real-time when payments are processed

Service Requests Section Rules:

1. Active Requests must count all requests with status = 'Open' or 'In Progress' (48)
2. Overdue requests must count active requests where current_date > due_date (5)
3. Average Completion time must calculate mean resolution time for completed requests (4.2 hrs)
4. First Resolution rate must calculate resolved on first attempt / total completed * 100 (82%)
5. Service request categories must display horizontal bar chart with request counts
6. Category bars must show: Water Supply (18), Metering Issues (12), Connection Requests (10), Maintenance (8)
7. Category chart must use consistent color coding across all service request visualizations
8. Severity distribution must show requests by priority: High, Medium, Low with color coding
9. Service request metrics must update every 15 minutes from field management system
10. Overdue requests must trigger alerts when count exceeds 10% of active requests

Complaints Section Rules:

1. Active Complaints must count all complaints with status ≠ 'Resolved' (18)
2. Resolved Today must count complaints closed on current date (7)
3. Escalation Rate must calculate escalated complaints / total complaints * 100 (15%)
4. Resolution Rate must calculate resolved complaints / total complaints * 100 (83%)
5. Top Categories chart must display complaint types with highest volume
6. Category bars must show: Water Quality (8), Billing Issue (6), Service Delay (4), Infrastructure (2)
7. Severity breakdown must categorize complaints: Critical, High, Medium, Low
8. Complaint severity must be color-coded: Red (Critical), Orange (High), Yellow (Medium), Green (Low)
9. Resolution rate must trigger alerts if below 75%
10. Complaint metrics must integrate with customer service ticketing system

Disconnection Section Rules:

1. Pending disconnections must count requests with status = 'Pending' (24)
2. Completed Today must count disconnections executed on current date (12)
3. Service Interruptions must count unplanned service disruptions (8)
4. Average Process Time must calculate mean time from request to completion (3.2 days)
5. Disconnection reasons must categorize: Non-Payment, Violation, Maintenance
6. Reason distribution must show horizontal bars with counts per category
7. Status tracking must show: Pending, Scheduled, In Progress, Completed
8. Status bars must use color progression: Gray (Pending) to Green (Completed)
9. Pending disconnections must trigger alerts for regulatory compliance timeframes
10. Disconnection metrics must integrate with field operations scheduling system

Service Requests Chart Rules:

1. Monthly service requests chart must display dual-bar visualization (green and orange bars)
2. Green bars must represent completed service requests for each month
3. Orange bars must represent pending/active service requests for each month
4. Chart must display 6-month trend from January to June
5. Y-axis must scale from 0 to maximum value with 20% padding (0-160 range)
6. X-axis must show month abbreviations with consistent spacing
7. Bars must include data labels showing exact counts on hover
8. Chart must allow drill-down to detailed service request reports by month

Resolution Time Chart Rules:

1. Resolution time chart must categorize by priority levels: Urgent, High, Medium, Low
2. Purple bars must show average resolution time in hours for each priority
3. Chart must use ascending order from Urgent (shortest) to Low (longest) priority
4. Y-axis must display time scale from 0 to maximum + 25% (0-28 hours range)
5. Priority color coding must be consistent: Red (Urgent), Orange (High), Yellow (Medium), Blue (Low)
6. Resolution times must be calculated from request creation to closure timestamp
7. Chart must update daily based on completed requests from previous 30 days
8. Hover tooltips must show exact time values and request counts per priority

Water Usage Charts Rules:

1. Utility selector dropdown must default to "Water" with options for Electricity, Gas
2. Water Usage by Segment chart must display monthly consumption by customer type
3. Segment bars must be color-coded: Blue (Residential), Purple (Commercial), Orange (Industrial)
4. Usage chart must show 3-month rolling data (Jan, Feb, Mar)
5. Y-axis must display consumption units (0-3000 range) with appropriate scaling
6. Peak Usage Times chart must display hourly consumption pattern as line chart
7. Peak usage X-axis must show time periods from 6 AM to 9 PM in 3-hour intervals
8. Peak usage Y-axis must show consumption percentage (0-100% range)
9. Peak usage line must be blue with circular data points for each time interval
10. Usage data must update daily from meter reading systems
11. Peak usage analysis must consider seasonal variations and historical averages
12. Charts must be interactive with click-through to detailed consumption reports

Quick Actions Section Rules:

1. New Service Request button redirects to services page
2. Record Payment button redirects to payments page
3. Register Complaint button redirects to complaints page
4. New Connection button redirects to consumer onboarding page
5. transfer button must redirects to transfer page
6. Disconnection button must redirect to disconnection page

8. Sample Data

Executive KPIs:

• Total Revenue: $298,500 (↑ 12.5% from last month)
• Service Requests: 718 (↑ 8.3% from last month)
• Collection Rate: 82% (↑ 3.2% from last month)
• Active Complaints: 24 (↓ 5.8% from last month)

Revenue Performance:

• Monthly Revenue Trend: Jan ($45,000), Feb ($42,000), Mar ($48,000), Apr ($47,000), May ($52,000), Jun ($58,000)
• Revenue by Category: Residential ($28,000), Commercial ($18,000), Industrial ($12,000)

Customer Account Summary:

• Active Accounts: 1,256 (↑ 2.3%)
• New Accounts: 24 (↑ 2.8%)
• Account Health Score: 87%
• Customer Segments: Residential (70%), Commercial (20%), Industrial (10%)

Service Operations:

• Active Service Requests: 48
• Overdue Requests: 5
• Average Completion Time: 4.2 hours
• First Resolution Rate: 82%
• Service Categories: Water Supply (18), Metering Issues (12), Connection Requests (10), Maintenance (8)

Complaint Management:

• Active Complaints: 18
• Resolved Today: 7
• Escalation Rate: 15%
• Resolution Rate: 83%
• Top Categories: Water Quality (8), Billing Issues (6), Service Delay (4)

Payment Performance:

• Total Payments: $45,231 (↑ 14.2%)
• Outstanding Amount: $12,450 (↓ 0.5%)
• On-Time Payment Rate: 82%
• Digital Payment Adoption: 65%
• Payment Aging: Current (60%), 30 Days (25%), 60 Days (10%), 90+ Days (5%)

Digital Adoption:

• Mobile App Usage: 68% (↑ 5.3%)
• Web Portal Usage: 54% (↑ 3.8%)
• Self-Service Transactions: 1,247
• Digital Payment Transactions: 892

Operational Metrics:

• Disconnections Pending: 24
• Disconnections Completed Today: 12
• Service Response Time: Average 8 hours
• Peak Usage Time: 6 PM (95% of capacity)
• Water Usage by Segment: Residential (2,850 units), Commercial (1,320 units), Industrial (780 units)

9. Acceptance Criteria

1. The system must display a unified command center dashboard accessible to authorized users
2. The system must show real-time KPIs for Total Revenue, Service Requests, Collection Rate, and Active Complaints
3. The system must display percentage change indicators comparing current month to previous month
4. The system must provide visual trend charts for revenue performance over 6-month periods
5. The system must show revenue breakdown by consumer category with monthly comparisons
6. The system must display active and overdue service request counts with resolution metrics
7. The system must show complaint tracking with active and resolved counts
8. The system must provide service request categorization by type and priority levels
9. The system must display account summary with active accounts and growth metrics
10. The system must show account health scoring with overall percentage rating
11. The system must provide customer segmentation analysis with distribution percentages
12. The system must display payment performance metrics including on-time rates and outstanding balances
13. The system must show digital adoption metrics for mobile app and web portal usage
14. The system must provide disconnection tracking with pending and completed status
15. The system must include quick action buttons for common management tasks

10. Process Changes

11. Impact from Solving This Problem

12. User Behavior Tracking

Questions answered by tracking:

1. Which dashboard sections provide the highest value for different management roles?
2. How does unified visibility impact cross-departmental collaboration and decision-making?
3. What operational patterns and correlations are discovered through integrated analytics?
4. How effectively does the dashboard support proactive vs reactive management approaches?
5. What is the impact of real-time visibility on emergency response and crisis management?
6. Which KPIs drive the most management action and strategic decision-making?
7. How does mobile dashboard access enhance field-based management capabilities?
8. What dashboard features most effectively support regulatory compliance and audit requirements?
9. How does automated alerting improve issue resolution speed and operational efficiency?
10. What opportunities exist for further dashboard optimization based on usage patterns?

13. Wirerame

https://preview--utility-compass-flow-13.lovable.app/