Disconnection Request Flow (CIS01US10)

1. Problem Statement

User Roles Identified:

1. Customer Service Executive - Front-line staff handling customer requests in service centers
2. Call Center Representative - Phone-based customer service handling disconnection requests
3. Recovery Executive - Collections specialist managing payment-related disconnections
4. Billing Specialist - Handles final billing and financial settlements

Pain Points by User Role:

Customer Service Executive:

• Incomplete disconnection workflow causing customer confusion and multiple visits
• Poor UI/UX making the process time-consuming and error-prone
• No visibility into request status after submission leading to repeated customer inquiries
• Lack of integrated financial settlement view causing billing disputes
• Manual tracking of SLA compliance without automated alerts

Call Center Representative:

• Cannot track disconnection request progress to provide updates to calling customers
• No automated notifications causing customers to call repeatedly for status updates
• Difficulty accessing complete customer information during disconnection requests
• Limited visibility into field operations status affecting customer communication

Recovery Executive:

• No streamlined process for payment-related disconnections
• Cannot track SLA compliance for collection-driven disconnections
• Difficulty coordinating with field operations for actual disconnections
• Limited visibility into settlement options and deposit applications

Billing Specialist:

• Complex manual process for generating final bills
• No automated calculation of settlements and deposits
• Difficulty tracking outstanding amounts during disconnection process
• Poor integration between billing and disconnection workflows

Core Problem:

The current disconnection process lacks a unified, trackable workflow with proper SLA monitoring, resulting in poor customer experience, operational inefficiencies, and compliance risks.

2. Who Are the Users Facing the Problem?

Primary Users:

• Customer Service Executives - Process disconnection requests from walk-in customers
• Call Center Representatives - Handle phone-based disconnection requests and status inquiries
• Recovery Executives - Manage payment-related disconnections and collections

Secondary Users:

• Billing Specialists - Generate final bills and process settlements
• Utility Administrators - Configure system settings and monitor overall performance

3. Jobs To Be Done

For Customer Service Executive: When I need to process a disconnection request from a walk-in customer, But I struggle with an incomplete workflow that doesn't track progress or provide clear status updates, Help me create and monitor disconnection requests with full visibility into the process, So that I can provide excellent customer service and reduce repeat visits.

For Call Center Representative: When I need to handle disconnection requests over the phone and provide status updates, But I lack visibility into request progress and cannot track SLA compliance, Help me access real-time status information and automated tracking, So that I can provide accurate information and reduce customer callbacks.

For Recovery Executive: When I need to process payment-related disconnections and settlements, But I cannot efficiently track the financial aspects and coordinate with field operations, Help me manage the entire collection-to-disconnection workflow with integrated financial tracking, So that I can improve collection efficiency and customer relationships.

For Billing Specialist: When I need to generate final bills and process settlements during disconnections, But I face manual calculations and poor integration with the disconnection workflow, Help me automate billing calculations and integrate with the disconnection process, So that I can ensure accurate final billing and faster settlements.

4. Solution

Comprehensive Disconnection Management System

Key Capability Areas:

4.1 Customer Information Management

• Advanced Customer Search & Verification: Multi-parameter search with real-time validation
• Customer Profile Locking: Prevents changes during active disconnection requests
• VIP Customer Identification: Special handling and visual indicators for VIP customers

4.2 Request Creation & Management

• Dynamic Request Type Detection: Automatic determination based on customer status
• Configurable Reason Management: Admin-defined disconnection reasons with codes
• Smart Scheduling: Admin-configurable time slots with past-date prevention

4.3 Workflow & Status Tracking

• Status Lifecycle Management: Automated status transitions with button controls
• SLA Monitoring & Alerts: Real-time SLA tracking with breach notifications
• Progress Visualization: Clear status indicators and completion tracking

4.4 Financial Settlement Integration

• Automated Outstanding Calculation: Real-time balance computation from billing ledger
• Security Deposit Management: Configurable deposit application with toggle controls
• Net Settlement Calculation: Dynamic calculation with visual indicators

4.5 Service Order Integration

• Seamless SO Creation: Direct integration with field operations
• Resource Assignment: Automatic technician assignment and tracking
• Completion Validation: Checklist-driven completion with mandatory validations

4.6 Billing & Invoice Management

• Automated Final Billing: System-generated invoices with all charges
• Multi-utility Support: Separate billing for electricity and water services
• Print & Distribution: Integrated printing and email distribution

4.7 Communication & Notifications

• Multi-channel Notifications: Email, SMS, and internal messaging
• Audit Trail: Comprehensive logging of all communications
• Internal Notes: Team collaboration with internal messaging

4.8 Meter Management

• Dual Action Options: Meter unassignment vs. complete removal
• Inventory Integration: Automatic inventory updates based on meter actions
• Device Validation: Real-time validation against service accounts

4.9 Reporting & Analytics

• KPI Dashboards: Monthly performance metrics with trend analysis
• SLA Reporting: Detailed SLA compliance reports
• Historical Analysis: Trend analysis and performance insights

4.10 Mobile & Field Support

• Mobile Accessibility: Field technician access for status updates
• Offline Capability: Work completion in areas with poor connectivity
• Photo Documentation: Visual proof of disconnection completion

5. Major Steps Involved

Customer Service Executive Flow:

1. Customer Search & Verification
   • Navigate to disconnection module
   • Enter customer search criteria (name, account number, phone)
   • Select correct customer from search results
   • Verify customer identity with required documents
   • System locks customer profile automatically
2. Request Type Determination
   • System automatically determines request type based on customer status
   • Display "Disconnection Request" for active customers
   • Display "Reconnection Request" for inactive customers
   • Confirm request type with customer
3. Request Details Entry
   • Select disconnection reason from dropdown (populated from settings)
   • Choose preferred date using date picker (prevents past dates)
   • Select time slot from admin-configured options
   • Enter additional notes (optional, max 250 characters)
4. Review & Validation
   • Review customer information summary (read-only)
   • Review request details summary (read-only)
   • Confirm customer notification checkbox (checked by default)
   • Click "Submit Request" to validate and save
5. Receipt Generation
   • System generates unique request ID
   • Display success confirmation with request details
   • Option to print receipt
   • Option to download receipt
   • Option to "Add Another Request"

Call Center Representative Flow:

1. Request Status Inquiry
   • Search for existing request using request ID or customer details
   • Access request detail view with complete information
   • View current status and SLA compliance
   • Communicate status to customer over phone
2. Status Updates & Communication
   • Add internal notes about customer communication
   • Send direct messages to customer through communication module
   • View complete communication timeline
   • Update customer on next steps and expected completion

Recovery Executive Flow:

1. Financial Assessment
   • Access financial settlement tab
   • Review outstanding balance calculation
   • Analyze payment history
   • Evaluate security deposit options
2. Settlement Processing
   • Toggle security deposit usage in bill
   • Calculate net settlement amount
   • Generate final bill if settlement is agreed
   • Process payment arrangements if needed
3. Collection Coordination
   • Monitor SLA compliance for payment-related disconnections
   • Coordinate with field operations for disconnection execution
   • Track completion and update collection records

Billing Specialist Flow:

1. Final Bill Generation
   • Access settlement tab from disconnection request
   • Enter final meter readings
   • Validate meter numbers and device numbers
   • Review calculated amounts and adjustments
2. Invoice Processing
   • Generate final invoice with auto-generated invoice number
   • Apply security deposit if toggled
   • Calculate final amount due
   • Approve and send bill to customer

6. Flow Diagram

7. Business Rules

Create Disconnect request form
Select Customer Section

Customer Information (Search & Verify)

• System must fetch matching customers with:
• • Name, Account Number
• On successful verification:
• • Customer profile gets locked to prevent changes during request creation
  • System auto-fills
  • • Customer Name
    • Account Number
    • Service Address
    • Contact Info (Phone, Email)
    • category

Request Type

• Disconnection Request and Reconnection Request 
• Based on the consumer status the request
• • If status is inactive then reconnection request
  • If status is other than inactive then disconnect request

Request Details Section

Reason for Disconnection

• Required field
• Field data will come from the settings , disconnections reasons.

Preferred Schedule (Date + Time)

• Date is mandatory
• Cannot select a date in the past.
• Time slots shown must be configurable by admin (e.g., 2-hour blocks).

Additional Notes

• Optional.
• Max 250 characters.
• Accepts text only

Review & Submit Section

Customer Information (Read-only Summary)

• All fields are read-only and match verified customer selection.
• • Customer name
  • Account number
  • Customer type
  • Service address
  • Email 
  • Phone

Request Details (Read-only Summary)

• Must reflect selected:
• • Request Type
  • Reason
  • Scheduled Date
  • Time Slot

Customer Notification Checkbox

• Checked by default.
• If checked:
• • System sends email notification
  • Must log the notification sent in audit logs.
• If unchecked:
• • No communication goes out to the customer.

Actions

Submit Request

• Validates all required fields:
• • Verified customer
  • Request type
  • Disconnection reason
  • Preferred schedule

On success:

• System stores request
• A receipt is generated with all the details
• Receipt can be printed and downloaded
• Add another disconnection request - continue adding another request
• Audit trail is updated.

Detail View

• disconnection ID must be system generated
• Reason, disconnection and created date should be displayed
• Acknowledgement button - when it is clicked then the status of the request should be change to in-progress. the button becomes "put on hold", if its click then the status of the request is "on hold" and the button becomes "resume", on clicking on resume the status of the request is again "In- progress".
• consumer name should be displayed with a vip bage if vip.
• consumer account no should be displayed below name
• request priority and status should be displayed below account no.
• Sla status - its "on track" if all sla metrics fall in the sla rules and "breached' if not.
• SLA due date - calculate from the date of creation adding the resolution time define.
• time remaining - calculated from the current time - resolution time

requet details card

• Request ID - auto generated
• Created on
• created by
• last updated on
• last updated by

Consumer information

• phone
• email
• consumer category
• consumer sub category
• service address
• billing address

Quick actions

• send response to consumer - redirect to individual messaging in communication module
• Create service order - redirect in the below service order tab.
• Add internal note - redirect in the below communication tab
• generate bil- redirect to the settlement tab
• Close request - dialog box is open and reason and additional notes is asked and then request is closed.
• • Reasons - issue resolve, duplicate request, cancelled by consumer, no consumer response, other

Details tab 

Request Information (Auto-Populated Fields)

1. Request Type, Reason, Reason Code

• All three fields are auto-populated based on the disconnection workflow initiated.
• Mapping logic:
• • Request Type = "Disconnection" if user initiated from disconnection module.
  • Reason - added while submitting form
  • Reason Code - display the selected reason’s code

2. Priority

• Display the selected reason priority

3. Description

• Display the selected reason description

4. Preferred Date / Time

• Auto-selected based on customer’s availability captured earlier 
• If not provided by customer, left as “Not specified.”

5. Required Approval

• Set to Yes or No based on internal rules:
• • Example: If disconnection is due to non-payment over a certain amount, Yes.

SLA Target & SLA Achieved

SLA Target

• Fixed SLA thresholds set in system settings by utility (per request type).
• • Acknowledgement: 2 hrs
  • Response: 4 hrs
  • Resolution: 24 hrs

SLA Achieved

• Auto-calculated in real-time:
• • Based on timestamps of acknowledgement, first action, and final resolution.
  • If resolution is not yet done, show Pending.
• Displayed in hours with 2-decimal precision.

Service Information (Auto-Fetched)

For Each Utility Type (Electricity / Water)

• Meter Number, Device Number: Retrieved from the linked service account.
• Meter Type: Fetched from the service master table.
• Current Reading: Last meter reading taken before disconnection request date.
• Reading Date: The date on which the current reading was recorded.
• Request notes (additional notes from add form)

Financial Settlement

1. Outstanding Balance

• Total Outstanding is auto-calculated from billing ledger:
• • Total due - Payments made (till date)
• Due Date is the most recent unpaid invoice’s due date.
• If no outstanding exists, display $0.00 and mark the card as “Cleared.”

2. Payment History

• Last Payment is fetched from the latest successful transaction linked to the consumer.
• Payment Date is the date of that transaction.
• If no payment exists, show --.

3. Security Deposit

• Deposit Amount and Deposit Date are fetched from the consumer onboarding record.
• Use in bill toggle:
• • Default: ON if outstanding exists.
  • If ON: The security deposit is applied to reduce net outstanding.
  • If OFF: Deposit remains untouched.

4. Net Settlement

• Outstanding Amount = Pulled from “Total Outstanding”
• Security Deposit Refund:
• • If Use in bill is ON: Refund = deposit amount applied as deduction
  • If OFF: Refund = $0.00
• Net Amount = Outstanding - Security Deposit Refund
• • If result is negative: Show in red as refund due to consumer
  • If positive: Show in red as amount payable by consumer
• Logic automatically recalculates Net Amount when:
• • Outstanding updates
  • Security deposit is toggled

Meter Details

• Appears as per number of utility services
• Meter Number: User-entered; validated against the consumer’s linked service account.
• Device Number: Auto-populated based on the Meter Number selected.
• Meter Type: Pulled from meter master database based on device.
• Last Reading (kWh): User enters numeric value; must be greater than previous reading.
• Reading Date: Mandatory field; should not be future-dated.

Invoice Information

• Invoice No.
• • Auto-generated in a sequential alphanumeric format (e.g., INV-414013).
  • Unique for each final bill.
• Billing Period
• • Automatically determined from the disconnection date or service termination range.
  • Format: Month Year – Month Year.

 Bill Details

• Billed Amount
• • Total calculated charges for the billing period, including service usage, fixed charges, and taxes.
• Outstanding Amount
• • Unpaid dues from previous bills before the current billing period.
  • Auto-fetched from consumer’s billing ledger.
• Security Deposit Applied
• • Shown only if the “Use in bill” toggle (from Financial Settlement screen) was set to "Yes".
  • Displays as a negative value (deduction).
  • Capped at the amount available in the security deposit ledger.
• Final Amount Due
• • Calculated as:
    Final Amount Due = (Billed Amount + Outstanding Amount) - Security Deposit Applied
  • Highlighted in red if > $0 (indicates payment required).
  • Displayed as $0.00 if fully settled using the security deposit.

Security Deposit Information

• Original Deposit
• • Auto-fetched from the consumer's security deposit record.
  • Non-editable.
• Applied to Bill
• • Yes if “Use in bill” toggle was enabled.
  • No if deposit was retained and not used for final billing.
  • This decision impacts the Security Deposit Applied row in the Bill Details section.

Action Buttons

• Print Bill
• • Opens a PDF version of the final bill for printing or download.
  • Enabled only when all data is populated and validated.
• Discard and Generate New Bill
• • Resets the current draft bill.
  • Triggers recalculation based on latest data (meter readings, payments, security deposit usage).
• Approve and Send
• • Locks the bill and sends it to the customer via configured communication channels (email).
  • Updates consumer account with the new invoice and balance.
  • Can be clicked only after validation of meter reading, due amount, and deposit usage.

Disconnect Tab

Meter Action Required

Unassign Meter Only

• When selected, the meter remains physically installed at the premises.
• The meter is unlinked from the consumer account but remains available for future assignment.
• Only device details are updated in system logs, no inventory movement is triggered.
• Meter is unassigned from consumer

Remove Meter Completely

• When selected, the meter is marked for physical removal from the premises.
• Inventory transaction is created, moving the meter to a warehouse or decommissioned status.
• Required if the service location is permanently deactivated or the meter is damaged.

Meter Removal Details

Water Device No / Electricity Device No

• Manual entry required by the user.
• Must match a valid device currently assigned to the consumer.
• Device Number is linked to the specific meter number and validated against the Service Order ID (SO ID).

Water Meter No / Electricity Meter No

• Auto-populated once Device No is entered and validated.
• Read-only field.
• Populates based on existing linkage in the consumer’s account and asset registry.

Service Order Details

SO ID

• Mandatory field.
• Drives the auto-population of all related fields
• Must be a valid, open service order of type Disconnection.

Assigned to

• Auto-filled based on technician or team assigned in the Service Order linked to SO ID.

Completion Date

• Auto- filled from SO ID

Approved by

• Auto-filled from Service Order approval workflow.
• Indicates the authority who approved the disconnection.

Account Closure Checklist

• All checkboxes are manual validations done by the operator.
• A minimum number of checklist items (configurable, ideally all 6/6) must be completed to enable the Execute Disconnection button.
• Individual business rules per item:

• Progress counter (Completion: 0/6 items) dynamically updates as each checkbox is selected.

Execute Disconnection Button

• Enabled only when:
• • A valid SO ID is entered.
  • Minimum required checklist items are marked.
• On click:
• • Executes meter unassignment/removal based on selected option.
  • Updates consumer account status to “Inactive”.
  • Logs disconnection completion under Service Order.
  • Triggers backend workflows like:
  • • Unassign meter and move the meter in inventory with uninstalled status
    • Notification to customer,
    • Final billing freeze.

Service order tab

• service order type - display only the templates which are associated with consumer
• Scheduled date - date picker
• remarks - text box
• add service order button - create the service order
• Existing service order
• • SO no
  • so name
  • SO status
  • Schedule date
  • Created on
  • Created by
  • assigned to, assigned on
  • remark
  • view details - redirect to so detail view
  • download report - download if the service order is completed

communication tab

• All the communication sent to consumer or internal notes are displayed here
• user can add a note by selecting internal or consumer

Timeline tab

• All the Request related activities are tracked and log

landing page

KPI cards - display the data monthly

• Pending disconnection
• Completed disconnection
• Pending connection
• Completed connection

search bar - request id, name, account number, 

Filters - status, type, date, status, priority

Tabs

• Current request - all request except close and completed status
• request history - request Close and completed status

listview

• request ID
• Consumer
• Account no
• Address 
• Type
• Date requested
• Status
• Outstanding
• Priority
• action - view

status lifecycle

• Pending - when it is created
• In progress - when it is acknowledge
• on hold - when put on hold
• completed - when mark as resolved
• Closed - when request is closed

Error Handling Rules

• Missing required fields → Display specific field validation messages
• Invalid date selection → "Cannot select past date" message
• Invalid meter number → "Meter not linked to this account" message
• Invalid SO ID → "Service order not found or not applicable" message
• SLA breach → Automatic escalation notification to supervisors

8. Sample Data

Sample Customer Data

Customer Information:

• Customer Name: John Michael Smith
• Account Number: ACC-2024-001789
• Service Address: 123 Oak Street, Springfield, IL 62701
• Billing Address: 123 Oak Street, Springfield, IL 62701
• Phone: (555) 123-4567
• Email: john.smith@email.com
• Customer Category: Residential
• Customer Sub-category: Standard
• VIP Status: No
• Current Status: Active
• Registration Date: January 15, 2024

Sample Disconnection Request Data

Request Details:

• Request ID: DIS-2024-001234
• Request Type: Disconnection Request
• Reason: Non-payment of bills
• Reason Code: NP-001
• Reason Description: Customer has outstanding balance exceeding 90 days
• Priority: High
• Preferred Date: December 15, 2024
• Preferred Time: 10:00 AM - 12:00 PM
• Additional Notes: Customer requested morning slot due to work schedule
• Created By: Sarah Johnson (Customer Service Executive)
• Created On: December 10, 2024 09:30 AM
• Last Updated By: Sarah Johnson
• Last Updated On: December 10, 2024 09:30 AM
• Required Approval: Yes
• Customer Notification: Yes

Sample Financial Settlement Data

Outstanding Balance Information:

• Total Outstanding: $456.78
• Due Date: November 30, 2024
• Last Payment Amount: $150.00
• Last Payment Date: October 15, 2024
• Payment Method: Online Banking

Security Deposit Information:

• Original Deposit Amount: $200.00
• Deposit Date: January 15, 2024
• Use in Bill Toggle: ON
• Applied to Bill: Yes

Net Settlement Calculation:

• Outstanding Amount: $456.78
• Security Deposit Applied: -$200.00
• Net Amount Due: $256.78
• Settlement Status: Amount payable by consumer

Sample SLA Data

SLA Targets:

• Acknowledgement Target: 2 hours
• Response Target: 4 hours
• Resolution Target: 24 hours

SLA Performance:

• Request Created: December 10, 2024 09:30 AM
• SLA Due Date: December 11, 2024 09:30 AM
• Current Time: December 10, 2024 02:45 PM
• Time Remaining: 18 hours 45 minutes
• SLA Status: On Track
• Acknowledgement Time: 1.5 hours (Within Target)
• Response Time: Pending
• Resolution Time: Pending

Sample Service Order Data

Service Order Information:

• SO ID: SO-2024-005678
• SO Name: Residential Disconnection - John Smith
• Service Order Type: Disconnection
• Status: Assigned
• Priority: High
• Scheduled Date: December 15, 2024
• Scheduled Time: 10:00 AM - 12:00 PM
• Created On: December 10, 2024 11:00 AM
• Created By: Lisa Wilson (Dispatcher)
• Assigned To: Mike Thompson (Field Technician)
• Assigned On: December 10, 2024 11:00 AM
• Estimated Duration: 2 hours
• Remarks: Customer will be available between 10 AM - 12 PM. Bring standard disconnection tools.

9. Acceptance Criteria

1. AC001: The system must allow customer search by name, account number, and phone number with partial match capability
2. AC002: The system must automatically lock customer profile when disconnection request is initiated to prevent concurrent modifications
3. AC003: The system must auto-determine request type based on customer status (Active = Disconnection, Inactive = Reconnection)
4. AC004: The system must prevent selection of past dates in the preferred schedule date picker
5. AC005: The system must display only admin-configured time slots in 2-hour blocks for scheduling
6. AC006: The system must limit additional notes to 250 characters and accept text only
7. AC008: The system must calculate and display SLA due date as creation date plus resolution time
8. AC009: The system must show SLA status as "On Track" or "Breached" based on real-time comparison
9. AC010: The system must transition request status from "Pending" to "In Progress" when acknowledged
10. AC011: The system must toggle button text between "Put on Hold", "Resume" based on current status
11. AC012: The system must calculate outstanding balance as Total Due minus Payments Made in real-time
12. AC013: The system must apply security deposit to reduce outstanding when "Use in bill" toggle is ON
13. AC014: The system must display VIP badge for customers marked as VIP in the system
14. AC015: The system must validate meter numbers against consumer's linked service account
15. AC016: The system must auto-populate device number when valid meter number is entered
16. AC017: The system must enable "Execute Disconnection" only when valid SO ID and complete checklist
17. AC019: The system must send email notifications when customer notification checkbox is checked
18. AC020: The system must log all communication activities in audit trail with timestamp and user details

10. Process Changes

11. Impact from Solving This Problem

12. User Behavior Tracking

Customer Service Executive Tracking

Call Center Representative Tracking

Recovery Executive Tracking

Billing Specialist Tracking

Cross-Role Analytics

Key Questions Answered by Tracking:

1. Process Efficiency: How long does the end-to-end disconnection process take, and where are the bottlenecks?
2. User Adoption: Which features are being used most/least, and how can we improve adoption?
3. Error Patterns: What are the most common user errors, and how can we prevent them?
4. SLA Compliance: Are we meeting our service commitments, and what factors affect compliance?
5. Customer Experience: How satisfied are customers with the process, and what drives satisfaction?
6. Resource Utilization: Are our staff and systems being used efficiently?
7. Financial Impact: How effectively are we managing settlements and collections through the new process?
8. Training Needs: Which roles need additional training or support based on usage patterns?
9. System Performance: Is the system meeting performance expectations under real-world usage?
10. ROI Measurement: What quantifiable benefits are we achieving from the new disconnection workflow?

13. Wireframe

https://preview--utility-compass-flow-41.lovable.app/payments/new