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New Service Connection Application Form

1. Problem Statement

User Roles Identified:

  • Customer Executive - Front-line staff handling walk-in customers for new service connection applications

Pain Points by User Role:

Customer Executive:

  • Manual data entry across multiple applications causes delays and errors
  • No guided workflow leads to inconsistent application processing
  • Poor UI/UX makes the form confusing and time-consuming to complete
  • Time-consuming verification and documentation requirements
  • Multiple physical forms require repetitive data entry of same information
  • Difficult to track which fields are required vs optional
  • No validation rules to prevent common data entry mistakes
  • Have to switch between multiple screens/systems to complete one application
  • Physical forms get lost or damaged, requiring re-entry of data

Core Problem:

The current new service connection application process involves multiple physical forms and fragmented digital systems, lacks proper validation, has poor user experience, and requires repetitive manual data entry across multiple forms and systems, resulting in significantly delayed processing, high data entry errors, and frustrated staff and customers.

2. Who Are the Users Facing the Problem?

Customer Executive - Responsible for processing new service connection applications, collecting required documentation, and managing customer interactions during the application process. They need access to create, edit, and submit new connection application forms.

Access Requirements:

  • Customer Executive: Full access to application form creation, editing, and submission

3. Jobs To Be Done

For Customer Executive: When I need to create a new service connection application for a customer, But I have to fill out multiple physical forms and then manually enter the same data across multiple confusing digital systems with no guidance or validation, Help me complete applications efficiently through a single, intuitive digital form that eliminates repetitive data entry with smart validation and guided workflows, So that I can process applications faster with fewer errors and provide better customer service while reducing physical paperwork.

4. Solution

Smart New Service Connection Application Form

Digital Form Consolidation

  • Single digital form replacing multiple physical forms
  • Unified data collection eliminating repetitive information entry
  • Smart form sections that adapt based on customer and property type

Guided Form Interface

  • Single-page application form with progressive disclosure
  • Smart field validation with real-time error checking
  • Conditional fields that show/hide based on previous selections

Auto-Population Features

  • Customer lookup from existing utility database
  • Property information auto-fill from address verification
  • Pre-populated service options based on property type

Enhanced Data Entry

  • Dropdown menus for standardized selections
  • Date pickers for consistent date formatting
  • Address validation with auto-complete functionality

Document Management

  • Integrated document scanning capability
  • Drag-and-drop file upload interface
  • Automatic document type detection and categorization

Form Validation System

  • Required field indicators and validation
  • Business rule validation for service eligibility
  • Error highlighting with clear correction guidance

Progress Tracking

  • Form completion progress indicator
  • Save draft functionality for incomplete applications
  • Clear submission confirmation with application ID

Fee Calculation Engine

  • Automatic fee calculation based on service type
  • Real-time cost display as form is completed
  • Breakdown of all applicable charges and deposits

5. Major Steps Involved

Customer Executive Flow:

  1. Application Initiation
    • Click "New Service Connection" button from main dashboard
    • System opens guided application form interface
    • Form displays progress indicator showing current step
  2. Customer Information Entry
    • Search existing customer database using name/phone/email
    • If found, auto-populate customer details with option to edit
    • If new customer, enter basic information with validation
    • System validates required fields in real-time
  3. Property Information
    • Enter property address with auto-complete suggestions
    • System validates address and displays property details
    • Select property type from dropdown (Residential/Commercial/Industrial)
    • Auto-populate parcel ID and zoning information if available
  4. Service Requirements Selection
    • Choose service type from available options
    • Select meter size based on property type recommendations
    • Specify connection type (Standard/Custom)
    • Enter estimated usage with validation ranges
  5. Document Collection
    • Upload required documents using drag-and-drop interface
    • System automatically categorizes document types
    • Scan physical documents directly through integrated scanner
    • Verify all required documents are attached
  6. Fee Calculation and Review
    • System automatically calculates all applicable fees
    • Display fee breakdown for customer review
    • Allow fee adjustments if authorized
    • Show total amount due with payment options
  7. Form Validation and Submission
    • System performs final validation check
    • Highlight any missing or invalid information
    • Allow form save as draft or proceed to submission
    • Generate application ID and confirmation receipt

6. Flow Diagram

flowchart TD
    A[Customer Executive Opens New Connection Form] --> B[Customer Information Section]
    B --> C{Existing Customer?}
    C -->|Yes| D[Auto-populate Customer Data]
    C -->|No| E[Enter New Customer Details]
    D --> F[Property Information Section]
    E --> F
    
    F --> G[Address Entry with Auto-complete]
    G --> H[Property Type Selection]
    H --> I[Service Requirements Section]
    
    I --> J[Service Type Selection]
    J --> K[Meter Size Recommendation]
    K --> L[Connection Specifications]
    
    L --> M[Document Upload Section]
    M --> N[Required Documents Check]
    N --> O{All Documents Present?}
    O -->|No| P[Highlight Missing Documents]
    P --> M
    O -->|Yes| Q[Fee Calculation Section]
    
    Q --> R[Auto-calculate Fees]
    R --> S[Display Fee Breakdown]
    S --> T[Form Validation]
    T --> U{Validation Passed?}
    U -->|No| V[Show Error Messages]
    V --> W[Navigate to Error Fields]
    W --> B
    U -->|Yes| X[Submit Application]
    X --> Y[Generate Application ID]
    Y --> Z[Display Confirmation]

7. Business Rules

General Form Rules

  • All required fields must be completed before form submission
  • Customer phone number must be unique in the system
  • Property address must be within utility service territory
  • Application form data must be saved automatically every 30 seconds

New Consumer application form

Choose Application Method

Application Method Selection Rules:

  • User must select exactly one application method before proceeding
  • Two methods are available: "AI-Powered Upload" and "Enter Manually"
  • AI-Powered Upload is marked as "Recommended"
  • Default selection should be AI-Powered Upload due to recommendation status
  • If user chooses to go by manual then land the user direct on the consuemr details section in the setpper form.

AI-Powered Upload Option Rules:

  • Must display "Smart Upload" button
  • Must show three benefit checkmarks: automatic form scanning, reduced manual data entry errors, compatibility with printed/handwritten applications
  • Button should be enabled only when this option is selected

Enter Manually Option Rules:

  • Must display "Start Manual Entry" button
  • Must show three benefit checkmarks: step-by-step guided process, save progress capability, help text for each section
  • Button should be enabled only when this option is selected

Navigation Rules:

  • "Back" button must be available to return to previous screen
  • "Having trouble deciding?" link must be provided for additional help
  • User cannot proceed without selecting one of the two methods

Screen 2:

Scan Application Form (AI-Powered Upload Path)

Document Scanner Rules:

  • Screen only accessible if user selected "AI-Powered Upload" from previous screen
  • Must display "AI-Powered Document Scanner" heading with AI icon
  • Upload area must accept image files (photo of application form)
  • "Select Image" button must be primary action button
  • "Cancel" button must return user to method selection screen

File Upload Rules:

  • System must accept common image formats for document scanning
  • Upload instruction text must clearly state: "Upload or drop a photo of your application form and our AI will automatically extract the information"
  • File selection must trigger AI processing once image is uploaded
  • must display the selected file.
  • display the upload progress bar.

Screen 3: Information Extraction Review

Data Extraction Display Rules:

  • Screen only appears after successful AI processing of uploaded document
  • Must display confirmation message: "We've extracted the information below from your document. Please review and continue."
  • Information must be organized into two sections: "Personal Information" and "Address Information"

Personal Information Section Rules:

  • Must display fields: First Name, Last Name, Phone Number, Email Address, Consumer Category
  • Each missing field must show red "X Missing" indicator
  • Successfully extracted fields must show green checkmark with extracted value
  • Consumer Category shows "residential" with green checkmark (successfully extracted)

Address Information Section Rules:

  • Must display fields: Street Address, City, State, Zip Code, Country
  • Missing address fields must show red "X Missing" indicators
  • Country shows "United States" with green checkmark (successfully extracted)

Action Button Rules:

  • "Back to Image" button allows user to return to upload a different document
  • "Cancel" button terminates the application process
  • "Continue to Form" button proceeds to next step
  • "Continue to Form" button must be enabled regardless of missing fields (user can complete missing information in subsequent screens)
  • The extracted information should be fielled in the form.

Field Validation Rules:

  • Missing required fields are flagged but do not prevent continuation
  • Successfully extracted fields are validated and marked with green checkmarks
  • User can proceed with partially complete information to finish remaining fields in form
Stepper form :

Consumer Details

Progress Indicator Rules:

  • Step 1 (Consumer Details) must be highlighted as current step
  • Steps 2-6 must remain inactive until Step 1 is completed
  • Progress tracker must show all 6 steps: Consumer Details, Address Details, Document Upload, Plan Selection, Review, Payment

Primary Consumer Information Rules:

  • First Name field is required (marked with asterisk)
  • Last Name field is required (marked with asterisk)
  • Phone Number field is required (marked with asterisk)
  • "Verify" button must be enabled only when valid phone number is entered
  • Email field is required (marked with asterisk)
  • Category dropdown is required (marked with asterisk)
  • Sub-Category dropdown is required (marked with asterisk)

VIP Designation Rules:

  • VIP Designation checkbox is optional
  • When checked, must display explanatory text: "Mark this consumer as a VIP for priority handling"
  • VIP status affects service priority but doesn't change required fields

Secondary Consumer Rules:

  • "Add Secondary Consumer" checkbox is optional
  • When checked, Secondary Consumer Information section must expand
  • Relationship dropdown becomes required when secondary consumer is added
  • Secondary consumer fields (First Name, Last Name, Phone Number, Email) become required when section is active

Form Validation Rules:

  • All required fields must be completed before "Save and Continue" is enabled
  • "Save Draft" must be available at any time to preserve partial progress
  • Phone number verification must be completed before proceeding
  • Valid email format must be enforced

Navigation Rules:

  • "Change Method" button allows return to application method selection
  • "Next" button proceeds to Address Details (Step 2)
  • "Back" button returns to previous screen

Screen 2: Address Details (Step 2)

Progress Indicator Rules:

  • Step 1 must show completed status (checkmark)
  • Step 2 (Address Details) must be highlighted as current step
  • Steps 3-6 must remain inactive

Service Address Rules:

  • House/Unit Number field is required (marked with asterisk)
  • Street Address field is required (marked with asterisk)
  • City dropdown is required (marked with asterisk)
  • Area dropdown is required (marked with asterisk)
  • Zip/Postal Code field is required (marked with asterisk)
  • Premise Type dropdown is required (marked with asterisk)
  • Premise Name field is optional

Billing Address Rules:

  • "Same as service address" checkbox is available
  • When checked, billing address fields auto-populate with service address data
  • When unchecked, all billing address fields become required
  • Billing address must have same validation requirements as service address

Address Preview Rules:

  • Service Address preview must display: "Please fill in service address details to see preview"
  • Billing Address preview must display: "Please fill in billing address details to see preview"
  • Previews must update dynamically as address fields are completed

Navigation Rules:

  • "Previous" button returns to Consumer Details (Step 1)
  • "Save and Continue" proceeds to Document Upload (Step 3)
  • "Save Draft" preserves current progress

Screen 3: Document Upload (Step 3)

Progress Indicator Rules:

  • Steps 1-2 must show completed status (checkmarks)
  • Step 3 (Document Upload) must be highlighted as current step
  • Steps 4-6 must remain inactive

Document Requirements Rules:

  • All documents must be clear and legible
  • Accepted formats: JPG, PNG, PDF (max 5MB each)
  • Documents marked with asterisk are required
  • Document verification may take up to 24 hours

ID Proof Rules:

  • ID Proof section is required (marked with asterisk)
  • Must accept: National ID, Passport, Driver's License
  • Sub-category dropdown must be selected before upload
  • File upload area must support drag-and-drop and browse functionality

Address Proof Rules:

  • Address Proof section is required (marked with asterisk)
  • Must accept: Utility Bill, Bank Statement, Rental Agreement
  • Sub-category dropdown must be selected before upload
  • Same upload functionality as ID Proof

Property Ownership/Rental Proof Rules:

  • Property Ownership/Rental Proof section is required (marked with asterisk)
  • Must accept: Deed, Rental Agreement
  • Sub-category dropdown must be selected before upload
  • Same upload functionality as other documents

Upload Validation Rules:

  • All three required document types must be uploaded before proceeding
  • File size must not exceed 5MB per document
  • File format must be JPG, PNG, or PDF only
  • Upload status must be clearly indicated

Navigation Rules:

  • "Previous" button returns to Address Details (Step 2)
  • "Save and Continue" proceeds to Plan Selection (Step 4)
  • "Next" button only enabled when all required documents are uploaded

Screen 4: Plan Selection (Step 4)

Progress Indicator Rules:

  • Steps 1-3 must show completed status (checkmarks)
  • Step 4 (Plan Selection) must be highlighted as current step
  • Steps 5-6 must remain inactive

Plan Display Rules:

  • Five plans must be displayed: Basic, Standard (Recommended), Premium, Seasonal, Eco Friendly
  • Standard plan must be marked as "Recommended"
  • All plans show monthly billing frequency
  • Each plan must display utility services and pricing structure

Plan Selection Rules:

  • User must select exactly one plan before proceeding
  • "Select Plan" button must be displayed on each plan card
  • Selected plan must be visually highlighted
  • Plan comparison must be available through search functionality

Plan Details Rules:

  • Basic Plan: Fixed water supply, variable waste water
  • Standard Plan: Fixed water supply, variable waste water, quarterly water quality testing
  • Premium Plan: Premium fixed water supply, variable waste water, monthly water quality testing, included emergency services
  • Seasonal Plan: Seasonal fixed water supply, limited waste water
  • Eco Friendly Plan: Conservation fixed water supply, reduced waste water, quarterly conservation assessment

Navigation Rules:

  • "Previous" button returns to Document Upload (Step 3)
  • "Save and Continue" proceeds to Review (Step 5)
  • "Next" button only enabled when a plan is selected

Screen 5: Review (Step 5)

Progress Indicator Rules:

  • Steps 1-4 must show completed status (checkmarks)
  • Step 5 (Review) must be highlighted as current step
  • Step 6 (Payment) must remain inactive

Review Section Rules:

  • Consumer Details section must show missing field count and "Edit" button
  • Address Details section must show missing field count and "Edit" button
  • Documents section must show missing document count and "Edit" button
  • Selected Plan section must show missing selection status and "Edit" button

Missing Information Display Rules:

  • All missing required information must be clearly highlighted in red
  • Missing information summary must be displayed at section level
  • "Upload Documents" link must be provided for missing documents
  • "Select a Plan" link must be provided if no plan selected

Terms and Conditions Rules:

  • Service Terms & Conditions must be expandable/collapsible
  • Privacy Policy must be expandable/collapsible
  • "I accept the terms and conditions" checkbox is required
  • "I accept the privacy policy" checkbox is required
  • "Electronic signature" checkbox is required with confirmation text

Validation Rules:

  • All missing information must be resolved before submission
  • All three checkboxes must be checked before "Submit Application" is enabled
  • Application processing timeline must be displayed (1-3 business days)

Navigation Rules:

  • "Previous" button returns to Plan Selection (Step 4)
  • "Save Draft" preserves current state
  • "Submit Application" proceeds to Payment (Step 6) only when all requirements met

Screen 6: Payment Success (Step 6)

Application Success Rules:

  • Success message must display: "Application Successfully Submitted"
  • Consumer ID must be generated and displayed
  • Confirmation message must state account creation status

Fee Summary Rules:

  • Application Processing Fee: $25.00
  • Service Connection Fee: $75.00
  • Security Deposit: $150.00
  • Total Due: $250.00 (sum of all fees)

Payment Options Rules:

  • Four payment timing options: Pay Now, Pay Later (7 days), Add to First Bill, Send Invoice
  • User must select one payment timing option
  • Pay Now must be highlighted as default/recommended option

Payment Method Rules:

  • Three payment methods: Cash, Online, Cheque
  • User must select one payment method to proceed
  • "Select Payment Method" button must remain disabled until method is chosen

Payment Method Specific Rules - Cash:

  • Amount field is required
  • Cash Received field is required
  • Date field is required (date picker format)
  • All payment details must be completed message must be displayed

Payment Method Specific Rules - Online:

  • Amount field is required
  • Date field is required (date picker format)
  • Reference Number field is required
  • All payment details must be completed message must be displayed

Payment Method Specific Rules - Cheque:

  • Cheque Number field is required
  • Bank Name field is required
  • Account Holder's Name field is required
  • Routing Number field is required
  • Bank Account Number field is required
  • Cheque Date field is required
  • Cheque Amount field is required
  • All payment details must be completed message must be displayed

Final Success Rules:

  • Payment completion must display: "Payment Completed Successfully!"
  • Final confirmation message: "Your payment has been processed and your consumer application is now complete"
  • Consumer ID must be updated/confirmed after payment
  • "Add Another Consumer" and "Return to Dashboard" buttons must be provided

Navigation Rules:

  • All payment details must be completed before final submission
  • Process completion triggers account activation
  • No back navigation available after successful payment completion

8. Sample Data

Sample Application Form Data:

Application ID: NC-2025-001234 Form Status: Draft Started Date: 2025-05-26 10:30 AM Last Updated: 2025-05-26 10:45 AM

Customer Information:

  • Customer Type: New Customer
  • First Name: Rajesh
  • Last Name: Sharma
  • Phone: +91-9876543210
  • Email: rajesh.sharma@email.com
  • ID Type: Aadhaar Card
  • ID Number: 1234-5678-9012
  • Address: 45 MG Road, Pune, Maharashtra 411001

Property Information:

  • Service Address: 45 MG Road, Pune, Maharashtra 411001
  • Property Type: Residential - Single Family
  • Parcel ID: PUN-12-345-678
  • Lot Size: 200 sq meters
  • Zoning: Residential Zone R-2
  • Construction Status: Existing Building

Service Requirements:

  • Service Type: Residential Water Connection
  • Meter Size: 15mm (5/8 inch)
  • Connection Type: Standard Ground Level
  • Estimated Monthly Usage: 15,000 liters
  • Preferred Installation Date: 2025-06-15
  • Special Instructions: Access through front gate only

Required Documents:

  • Property Ownership Proof: Property_Deed_RajeshSharma.pdf (Uploaded)
  • Government ID: Aadhaar_Copy_RajeshSharma.pdf (Uploaded)
  • Address Proof: Electricity_Bill_May2025.pdf (Uploaded)
  • NOC from Society: Building_NOC_MGRoad45.pdf (Pending)

Fee Calculation:

  • New Connection Fee: ₹8,500
  • Security Deposit: ₹2,000
  • Meter Cost: ₹1,500
  • Processing Fee: ₹500
  • Documentation Fee: ₹200
  • Total Amount: ₹12,700

Form Validation Status:

  • Customer Information: Complete ✓
  • Property Information: Complete ✓
  • Service Requirements: Complete ✓
  • Documents: 1 Pending ⚠️
  • Fees: Calculated ✓
  • Ready for Submission: No (Missing NOC document)

9. Acceptance Criteria

  1. The system must display a single-page application form with clear section divisions
  2. The system must auto-populate customer information when existing customer is found
  3. The system must validate phone numbers and email addresses in real-time
  4. The system must provide address auto-complete functionality with dropdown suggestions
  5. The system must show/hide conditional fields based on property type selection
  6. The system must recommend appropriate meter sizes based on property type and usage
  7. The system must allow document upload through drag-and-drop interface
  8. The system must automatically categorize uploaded documents by type
  9. The system must calculate fees automatically as form sections are completed
  10. The system must display real-time fee breakdown with explanations
  11. The system must validate all required fields before allowing submission
  12. The system must highlight incomplete or invalid fields with clear error messages
  13. The system must save form progress automatically every 30 seconds
  14. The system must allow saving form as draft with ability to resume later
  15. The system must prevent duplicate customer entries based on phone number
  16. The system must verify property address against utility service territory
  17. The system must generate unique application ID upon successful submission
  18. The system must display confirmation page with application details after submission
  19. The system must maintain form data integrity during validation and error correction
  20. The system must provide clear progress indicator showing form completion status

10. Process Changes

Process Area

From

To

Impact

Form Management

Multiple physical forms (5-7 separate forms) requiring repetitive data entry

Single consolidated digital form with unified data collection

75% reduction in total form completion time

Data Entry Process

Manual transcription from physical forms to multiple digital systems

Direct digital entry with auto-population and smart defaults

80% reduction in data entry time and errors

Form Storage

Physical forms requiring filing, storage, and retrieval

Digital form storage with instant searchability and access

90% reduction in form management overhead

Information Accuracy

Multiple entry points leading to inconsistent data across forms

Single source of truth with validation ensuring data consistency

85% improvement in data accuracy

Field Validation

Manual review after all forms completed

Real-time validation during data entry across all form sections

80% reduction in form rejection due to errors

Document Handling

Physical paperwork with separate scanning process

Integrated document upload and scanning within form

60% reduction in document processing time

Fee Calculation

Manual calculation using separate calculator/system

Automatic calculation integrated within form

90% reduction in fee calculation errors

Form Submission

Separate submission process after completing multiple forms

One-click submission with instant confirmation

85% improvement in submission success rate

11. Impact from Solving This Problem

Category

Metric

Impact

Form Completion Time

Total time to complete all required forms

75% reduction from 90 minutes to 22 minutes

Data Entry Accuracy

Errors caused by repetitive manual entry across multiple forms

85% reduction in transcription and data entry mistakes

Physical Form Management

Time spent handling, filing, and retrieving physical forms

90% elimination of physical form processing overhead

Customer Wait Time

Time customer spends at service counter during application process

65% reduction in waiting time

Staff Productivity

Applications processed per hour considering all forms

120% increase in processing capacity

Form Redundancy

Repetitive data entry across multiple forms

100% elimination of duplicate data entry

Customer Satisfaction

Rating for application process experience

50% improvement in satisfaction scores

Training Time

Time needed to train new staff on multiple form processes

70% reduction in training requirements

Error Resolution

Time spent correcting errors across multiple forms

80% reduction through single-form validation

Storage Costs

Physical storage and retrieval costs for paper forms

95% reduction in storage and filing costs

12. User Behavior Tracking

Customer Executive Tracking Plan

Event

Properties

Insights

form_opened

user_id, timestamp, customer_type

How often are new connection forms initiated?

section_completed

section_name, completion_time, error_count

Which form sections take longest to complete?

auto_populate_used

data_source, fields_populated, success_rate

How effective is the auto-population feature?

validation_error_occurred

field_name, error_type, correction_time

What are the most common validation errors?

document_uploaded

document_type, file_size, upload_method

Which document types are most commonly uploaded?

form_saved_as_draft

completion_percentage, save_reason, session_duration

Why do users save forms as drafts?

fee_calculation_viewed

calculation_details, customer_reaction, adjustment_requested

How do customers react to calculated fees?

form_submitted_successfully

total_completion_time, sections_revised, final_accuracy

What factors contribute to successful submissions?

help_feature_used

help_topic, field_context, resolution_success

What areas need better guidance or help?

form_abandoned

abandonment_point, completion_percentage, reason

Where and why do users abandon the form?

Key Questions Answered by Tracking:

  1. Form Usability: Which sections of the form cause the most difficulty or take longest to complete?
  2. Feature Effectiveness: How well do auto-population and validation features work in practice?
  3. Error Patterns: What are the most common mistakes users make and how can we prevent them?
  4. Process Efficiency: Where can we further streamline the form to improve completion times?
  5. User Experience: What aspects of the form interface need improvement based on user behavior?
  6. Training Needs: What areas require additional staff training or better guidance features?
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