New Connection Application Detail View

1. Problem Statement

User Roles Identified:

• Customer Executive: Front-line staff handling walk-in customers and processing applications
• Utility Administrator: System admin responsible for configuring workflows and reviewing applications

Pain Points by User Role:

Customer Executive Pain Points:

• Cannot efficiently review submitted documents in the current UI
• Unable to mark documents as verified or rejected with clear reasoning
• No guided process to walk customers through missing requirements
• Poor visibility into application status and next steps
• Difficult to identify incomplete or problematic applications
• No standardized process for handling document exceptions

Utility Administrator Pain Points:

• Lack of workflow visibility and bottleneck identification
• No clear audit trail for application processing decisions
• Inconsistent application processing across different staff members
• Cannot easily prioritize applications based on completeness or urgency
• Limited reporting capabilities on application processing performance

Core Problem:

The current new connection application detail view lacks a structured, guided workflow that enables efficient document verification, clear status tracking, and seamless handoffs between departments, resulting in processing delays, customer frustration, and operational inefficiencies.

2. Who Are the Users Facing the Problem?

Customer Executive: Front-line customer service staff responsible for processing new service applications, verifying customer documents, and guiding customers through the connection process. They need access to review, verify, and manage customer applications.

Utility Administrator: System administrators who configure application workflows, set business rules, and monitor overall application processing performance. They need access to configure processes and generate reports.

3. Jobs To Be Done

For Customer Executive: When I need to process a new water connection application, But I cannot easily review submitted documents, verify their completeness, or guide the customer through missing requirements, Help me access a clear document verification interface with guided workflows and status tracking, So that I can efficiently process applications while providing excellent customer service.

For Customer Executive: When I need to verify customer identity documents and supporting paperwork, But I cannot mark documents as approved/rejected or provide clear feedback on issues, Help me implement a structured document review system with verification controls and comment capabilities, So that I can ensure compliance while maintaining processing speed.

For Utility Administrator: When I need to monitor application processing performance and identify bottlenecks, But I lack visibility into workflow status and processing metrics, Help me access comprehensive dashboards with application analytics and workflow monitoring, So that I can optimize processes and ensure consistent service delivery.

For Utility Administrator: When I need to configure application requirements and approval workflows, But I cannot easily set up business rules or modify processing steps, Help me implement flexible workflow configuration tools with rule-based automation, So that I can adapt processes to changing regulations and business needs.

4. Solution

Comprehensive New Connection Application Management System

Document Management & Verification Center

• Interactive document viewer with zoom, rotation, and annotation capabilities
• Document verification checklist with pass/fail indicators for each requirement
• Bulk document upload with automatic categorization and validation rules

Guided Workflow & Process Management

• Step-by-step application processing wizard with clear progress indicators
• Conditional logic that adapts workflow based on application type and customer category
• Automated task assignments with role-based routing and escalation rules

Customer Communication & Notification Hub

• Automated status notifications via SMS, email, and customer portal
• Template-based communication with customizable messaging for different scenarios
• Customer self-service portal integration for application status checking

Application Status & Tracking Dashboard

• Real-time application status visibility with color-coded priority indicators
• Advanced filtering and search capabilities by customer, date, status, and staff member
• Batch processing capabilities for handling multiple applications simultaneously

Compliance & Audit Management

• Complete audit trail with timestamped actions and staff member identification
• Regulatory compliance checking with automatic flagging of non-compliant applications
• Document retention management with automated archival and retrieval systems

Field Service Integration

• Seamless work order generation with application details automatically populated
• Mobile access for field technicians with offline capability and synchronization
• Site survey integration with photo capture and technical requirement documentation

Analytics & Performance Monitoring

• Application processing metrics with average handling time and bottleneck identification
• Staff performance dashboards with workload distribution and quality metrics
• Customer satisfaction tracking with feedback collection and analysis tools

5. Major Steps Involved

Customer Executive Workflow:

1. Application Reception & Initial Review
   • Access application from queue or search by customer name/application ID
   • Review customer information and service request details
   • Verify application completeness using automated checklist
2. Document Verification Process
   • Open document viewer with split-screen layout (document + verification checklist)
   • Review each required document using zoom and annotation tools
   • Mark each document as "Verified", "Needs Correction", or "Missing"
   • Add comments for rejected documents with specific correction requirements
3. Customer Information Validation
   • Verify customer identity against submitted ID documents
   • Validate property ownership or lease agreements
   • Check service address against GIS mapping system
4. Application Processing Decision
   • Review automated compliance checks and flag any issues
   • Make approval/rejection decision based on verification results
   • Generate customer communication using appropriate templates
5. Handoff to Next Stage
   • Create field work order for approved applications
   • Schedule customer notifications for status updates
   • Update application status and assign to appropriate queue

Utility Administrator Workflow:

1. Workflow Configuration
   • Access system administration panel
   • Configure document requirements by customer type and service category
   • Set up approval hierarchies and escalation rules
2. Performance Monitoring
   • Review application processing dashboards and metrics
   • Identify bottlenecks and processing delays
   • Generate performance reports for management review
3. System Maintenance
   • Update template communications and automated messages
   • Manage user permissions and role assignments
   • Configure integration settings with external systems

6. Flow Diagram

flowchart TD
    A[New Application Received] --> B[Initial Completeness Check]
    B --> C{Complete?}
    C -->|No| D[Request Missing Documents]
    C -->|Yes| E[Document Verification]
    
    D --> F[Customer Notification]
    F --> G[Wait for Response]
    G --> B
    
    E --> H[Identity Verification]
    H --> I[Property Validation]
    I --> J{All Verifications Pass?}
    
    J -->|No| K[Generate Rejection Notice]
    J -->|Yes| L[Application Approval]
    
    K --> M[Customer Communication]
    M --> N[Application Closed]
    
    L --> O[Work Order Generation]
    O --> P[Field Assignment]
    P --> Q[Installation Scheduled]
    Q --> R[Field Installation]
    R --> S[Service Activation]
    S --> T[Application Complete]
    
    U[Admin Dashboard] --> V[Monitor All Applications]
    V --> W[Generate Reports]
    V --> X[Identify Bottlenecks]
    
    Y[Field Mobile Access] --> Z[View Application Details]
    Z --> AA[Update Installation Status]
    AA --> BB[Complete Work Order]

7. Business Rules

General Application Processing Rules

• Applications must progress through defined workflow stages: Application Review → Site Inspection → Approval → Installation → Activation → Follow-up
• Each workflow stage must be completed before proceeding to the next stage
• Applications showing "5 days remaining" or similar countdown must be processed within the indicated timeframe
• System must track and display days remaining for each application stage

Consumer Card

• consumer name
• Status
• Service connection request

Contact Information

• consumer email
• phone no
• service address
• billing address

Account information

• consumer number
• category
• sub category
• connection date
• Plan

Application Details

• Application ID - generated from Num format
• Created on
• Created by
• Last Updated on
• Last updated by

Workflow Progress

• Flow should be as below
  • Application review
  • Site inspection
  • Approval
  • Installation
  • Activation

Appication review Tab

Document Verification Rules

• Each document must have a verification status: Pending Verification, Verified, or Rejected
• Documents can only be marked as "Verified" or "Rejected" by authorized Customer Service personnel
• All documents must be in "Verified" status before application can proceed to Site Inspection stage
• Document rejection must include specific reason and corrective action required

Application Status Management Rules

• Application status mustcan be clearly indicated (e.g., "Pending Review", "Site Inspection", "Approved")
• Consumer Number is auto-generated and follows format: APP-YYYYMMDD-XXX
• Service address and billing address must be captured separately and validated
• Connection date must be specified and tracked throughout the processview.

Workflow

Appliaction Progressreview Rules

card

• WorkflowRequirement progress indicator must show current stage and completed stages
• Users cannot skip workflow stages or mark future stages as complete
• Each stage completion must be timestamped and logged with user identification
• Timeline must show chronological progression of application milestones

Application Review Panel Rules

Application ID: NCA-2025-001234
Customer Name: Sarah Johnson
Service Address: 123 Oak Street, Springfield, IL 60601  
Application Type: Residential New Connection
Service Type: Standard Water Service
Application Date: 2025-05-15
Estimated Value: $2,850
Priority: Standard
Status: Pending Document Verification

Required Documents:
- Government Photo ID: ✓ Submitted (Driver's License)
- Proof of Property Ownership: ✓ Submitted (Property Deed)
- Building Permit: ⚠️ Under Review
- Site Plan: ❌ Missing
- Payment Authorization: ✓ Submitted (Credit Card Auth)

Processing Timeline:
- Application Received: 2025-05-15 09:30 AM
- Initial Review Completed: 2025-05-15 10:15 AM  
- Document Review Started: 2025-05-15 02:30 PM
- Customer Contacted for Missing Documents: 2025-05-16 11:00 AM
- Next Action Due: 2025-05-18 11:00 AM

Document: Driver's License (IL)
Status: Verified ✓
Verified By: Jennifer Martinez (Customer Executive)
Verification Date: 2025-05-15 02:45 PM
Verification Notes: Valid Illinois driver's license, expires 2027, matches application name and address
Verification Criteria Met:
- Photo matches customer appearance: ✓
- Name matches application: ✓  
- Address matches service location: ✓
- Document not expired: ✓
- Security features verified: ✓

Work Order: WO-2025-004567
Application Reference: NCA-2025-001234
Customer: Sarah Johnson
Service Address: 123 Oak Street, Springfield, IL 60601
Work Type: New Water Service Installation
Scheduled Date: 2025-05-22 08:00 AM
Assigned Technician: Michael Rodriguez
Materials Required:
- 3/4" Water Meter (#WSM-34-001)
- 10ft Copper Service Line (#CSL-34-010)
- Service Box Assembly (#SBA-STD-001)
Estimated Duration: 3 hours
Special Instructions: Customer prefers morning appointment, dog on property