New Connection Configuration (CIS01US16)

1. Problem Statement

User Roles Identified:

• System Administrator/IT Director: Responsible for overall system configuration and platform consistency
• Utility Administrator: Manages business processes and operational workflows
• Customer Service Manager: Oversees customer-facing processes and service delivery

Pain Points by User Role:

System Administrator/IT Director:

• Cannot standardize address display formats across the entire platform leading to inconsistent user experience
• Unable to configure system-wide SLA parameters for new connection requests
• Lacks centralized control over document requirements causing compliance gaps
• Manual processes increase system administration overhead
• No visibility into configuration consistency across different modules

Utility Administrator:

• Cannot align SLA configurations with actual business operational capabilities
• Unable to customize address formats to match regional requirements and local standards
• Cannot modify document requirements based on changing regulatory needs
• Forced to use generic configurations that don't match utility-specific processes
• Difficulty maintaining consistency between online forms and internal processes

Customer Service Manager:

• Inconsistent address displays confuse customer service representatives during interactions
• Cannot set appropriate response time expectations for customers based on actual service capabilities
• Unable to ensure customers provide all necessary documents upfront, causing delays and rework
• Lack of standardized processes leads to varying service quality across team members
• No control over customer-facing configuration elements that impact service delivery

Core Problem:

The platform lacks a centralized configuration system for new connection processes, resulting in inconsistent user experiences, inefficient operations, and inability to align system behavior with business requirements and regulatory needs.

2. Who Are the Users Facing the Problem?

System Administrator/IT Director:

• Responsible for platform configuration management and system-wide consistency
• Manages technical settings and ensures optimal system performance
• Should have full access to all configuration features

Utility Administrator:

• Manages business process configurations and operational parameters
• Responsible for aligning system settings with utility business requirements
• Should have access to business-related configuration settings

Customer Service Manager:

• Oversees customer-facing processes and service delivery standards
• Responsible for ensuring consistent customer experience
• Should have access to view configurations and provide input on customer-facing elements

3. Jobs To Be Done

For System Administrator/IT Director: When I need to ensure consistent address display formats across the entire platform, but I currently have no centralized way to configure how addresses appear in different modules and interfaces, help me establish standardized address formatting rules that apply platform-wide, so that I can maintain consistency and reduce user confusion across all system touchpoints.

For System Administrator/IT Director: When I need to configure service level agreements for new connection requests, but I currently have no system capability to set acknowledgment, response, and resolution timeframes, help me establish configurable SLA parameters that align with business capabilities, so that I can ensure realistic customer expectations and measurable service commitments.

For Utility Administrator: When I need to customize new connection document requirements based on regulatory changes or business needs, but I currently cannot modify what documents are required or optional for customers, help me configure flexible document requirement lists with required/optional designations, so that I can ensure compliance while streamlining the customer application process.

For Utility Administrator: When I need to adapt address formats to match regional standards and local requirements, but I currently have no control over how addresses are displayed and collected, help me configure address component ordering and display formats, so that I can ensure addresses meet local postal standards and business requirements.

For Customer Service Manager: When I need to set realistic response time expectations for my team and customers, but I currently have no visibility into configured SLA parameters, help me understand and influence SLA configurations that reflect actual service delivery capabilities, so that I can manage customer expectations and team performance effectively.

4. Solution

The solution provides a comprehensive New Connection Configuration module within the platform settings, enabling administrators to customize and standardize how new service connection requests are processed, displayed, and managed.

Key Capability Areas:

1. Response Time Configuration Management

• Configurable acknowledgment time parameters (default 24 hours)
• Customizable initial response time settings (default 48 hours)
• Adjustable resolution time limits (default 168 hours)

2. Address Display Standardization

• Drag-and-drop address component ordering interface
• Multiple display format options (Single Line, Two Lines, Three Lines)
• Real-time address preview with sample data
• Platform-wide consistency enforcement

3. Document Requirements Management

• Configurable document type selection with descriptions
• Required vs. optional document designation
• Document category organization and management
• Real-time summary of selected requirements

4. Configuration Preview and Validation

• Live preview of address formatting changes
• Document selection summary with counts
• Configuration impact assessment
• Validation rules for required settings

5. System-Wide Application

• Consistent address display across all modules
• Standardized SLA application to all new connection requests
• Uniform document requirements across customer touchpoints
• Centralized configuration management

6. User Role-Based Access

• Administrator-level configuration controls
• Manager-level visibility and input capabilities
• Audit trail for configuration changes
• Permission-based feature access

7. Integration and Consistency

• Automatic application to customer-facing forms
• Integration with existing customer service workflows
• Consistent application across mobile and web interfaces
• Real-time configuration updates across the platform

5. Major Steps Involved

System Administrator/IT Director Flow:

1. Access Configuration Interface
   • Navigate to Settings → New Connection tab
   • Review current configuration status and any inconsistencies
2. Configure Response Time Parameters
   • Set acknowledgment time (hours) in designated field
   • Configure initial response time requirements
   • Set maximum resolution time limits
   • Validate time parameters for business logic
3. Standardize Address Display Format
   • Access Address Display Configuration section
   • Select desired address components from available list
   • Arrange components using drag-and-drop interface
   • Choose display format (Single Line, Two Lines, Three Lines)
   • Review live preview with sample address data
4. Manage Document Requirements
   • Access Document Types Configuration section
   • Select required documents from available list
   • Mark documents as Required or Optional using checkboxes
   • Review Document Selection Summary for completeness
   • Add custom document types if needed
5. Validate and Save Configuration
   • Review all configuration sections for completeness
   • Validate that required fields are properly set
   • Click "Save Configuration" to apply changes platform-wide
   • Confirm successful save with system notification

Utility Administrator Flow:

1. Review Business Requirements
   • Access configuration interface to understand current settings
   • Compare current configuration with business operational capabilities
2. Adjust SLA Parameters for Business Alignment
   • Modify response time settings based on actual service delivery capabilities
   • Ensure acknowledgment times align with customer service staffing
   • Set resolution times that reflect field operation realities
3. Customize Address Configuration for Local Standards
   • Select address components that match regional postal requirements
   • Arrange component order to match local address conventions
   • Choose display format that works best for service territory geography
4. Configure Document Requirements for Compliance
   • Review regulatory requirements for new connections
   • Select all mandatory documents for compliance
   • Mark optional documents that improve process efficiency
   • Ensure document list covers all necessary verification needs
5. Test Configuration with Sample Data
   • Use address preview to verify format meets business needs
   • Review document summary to ensure completeness
   • Validate SLA settings against operational capabilities

Customer Service Manager Flow:

1. Access Configuration for Review
   • Navigate to New Connection Configuration settings
   • Review current SLA and process settings
2. Evaluate Customer Impact
   • Review response time configurations for customer expectation alignment
   • Assess address display format for customer service usability
   • Evaluate document requirements for customer experience impact
3. Provide Process Feedback
   • Identify any configuration elements that may cause customer service issues
   • Recommend adjustments based on customer interaction experience
   • Suggest improvements for customer-facing elements
4. Validate Customer Service Alignment
   • Ensure SLA settings allow adequate time for quality customer service
   • Confirm address formats will be clear for customer service representatives
   • Verify document requirements are reasonable for customers to provide

6. Flow Diagram

7. Business Rules

Response Time Configuration Rules:

• Acknowledgment Time - Number field
• Response Time - Number field
• Resolution Time - Number field
• Acknowledgment time must be less than response time
• Response time must be less than resolution time
• All time values must be positive integers greater than 0
• Time values are specified in hours only

Address Display Configuration Rules:

• At least one address component must be selected for display
• Component order determines display sequence in all platform interfaces
• Selected display format applies to all address fields platform-wide
• Address preview must update in real-time when configuration changes
• Drag-and-drop ordering must maintain component integrity
• Below should be the address components available
  • Unit
  • Address line
  • Region
  • country
  • state
  • City
  • Zone
  • Division
  • Area
  • Sub area
  • Premise
  • Zipcode
• User can remove the selected Address components
• User can select address display format from the below values
  • Single lines - disply address in 1 line format
  • Two lines - display address in 2 line format.
  • Three lines - display address in 3 line format
• when the component is added then it should be first shown in the first line, matching the other lines component number.

Document Types Configuration Rules:

• User can select the configured document types in utililty setup
• Document types can be toggled between required and optional status
• These selected documents will be reflected in the new connection form
• User can view the document summary - required documents, optional documents and total documents.
• User can remove the selected documents

8. Sample Data

Response Time Configuration Sample:

Acknowledgment Time: 24 hours

Response Time: 48 hours

Resolution Time: 168 hours

Address Display Configuration Sample:

Selected Components: Unit, State

Component Order:

1. Unit (Unit or apartment number)

2. State (State or province)

Display Format: Three Lines

Sample Address Display:

Unit 205

Western Province

Document Types Configuration Sample:

Required Documents:

- National ID (Government issued national identity card)

- Address Proof (Document proving current address)

Optional Documents:

- Passport (Valid passport document)

- Income Proof (Salary slip or income certificate)

Total Selected: 4 document types

Required: 2 document types

Optional: 2 document types

9. Acceptance Criteria

1. The system must allow authorized users to access New Connection Configuration through Settings → New Connection tab
2. The system must provide three distinct configuration sections: Response Time Configuration, Address Display Configuration, and Document Types Configuration
3. The system must enforce business rule that acknowledgment < response < resolution time
4. The system must provide drag-and-drop interface for arranging address components
5. The system must offer three address display format options: Single Line, Two Lines, Three Lines
6. The system must show real-time address preview when configuration changes are made
7. The system must allow selection of multiple document types with individual required/optional designation
8. The system must display document selection summary showing total count and required vs optional breakdown
9. The system must validate all configuration inputs before allowing save operation
10. The system must apply configuration changes immediately across all platform interfaces upon save
11. The system must prevent unauthorized users from accessing configuration interface
12. The system must provide "Save Configuration" button that commits all changes simultaneously
13. The system must show confirmation message upon successful configuration save
14. The system must retain unsaved changes when navigating between configuration sections
15. The system must prompt user confirmation when attempting to navigate away with unsaved changes

10. Process Changes

Percentage improvements are based on industry benchmarks for similar utility management system implementations and configuration standardization initiatives.

11. Impact from Solving This Problem

Impact percentages are based on industry benchmarks for utility management system standardization and configuration management implementations.

12. User Behavior Tracking

System Administrator/IT Director Tracking:

Utility Administrator Tracking:

Customer Service Manager Tracking:

Cross-Role Analytics Questions:

1. Configuration Adoption: Which configuration features are adopted quickly vs. slowly across different user roles?
2. Error Patterns: What types of configuration errors are most common and how can the interface prevent them?
3. Business Impact: How do configuration changes correlate with improvements in customer service metrics?
4. Training Needs: Which configuration areas require additional user training or interface improvements?
5. Platform Consistency: Are configuration changes successfully maintaining consistency across platform modules?
6. Regulatory Compliance: How effectively do document configuration changes support regulatory compliance requirements?

13. Wireframe

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

14. Enhanacement in the Latest Release.

Impact:

• For all Edit form there should be cancle and Save
• Impact for the Response time Configuration section will be in the consumer onboarding detail view
  • Showing SLA details with fields
    • 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
  • After editing, the changes should be visible to only the new application entry. old will remain same.
• Impact for the Address display configuration
  • The configure address should be displayed in below
    • CIS - Accounts
    • CIS - Payments
    • CIS - Outstanding
    • CIS - Services
    • CIS - Complaints
    • CIS - Onboarding
    • CIS - Disconnection
    • CIS - Transfer
    • Call center
    • Meter Detail view
    • BX - Bills
    • Service Order - Dispatcher detail view all tabs
    • CSS - Profile
  • After editing the address config it should reflect to all the above address displays.
• Impact for the Document type configuration
  • The selected document types will be only visible in the documents section in the NSC stepper.
  • Display only the sub documents dropdown for the perticular document type while adding the document.
  • Documents will be mandatory only if its marked as mandatory in the setting.
  • Refer wireframe for UI - https://preview--utility-compass-flow-13.lovable.app/consumers/new-application