Operational SLA Management (CIS01US14)

1. Problem Statement

User Roles Facing the Problem

Primary Users:

• Utility Administrator - Configures business rules and operational parameters
• CSO Manager - Oversees customer service operations and SLA compliance
• O&M Manager - Manages field operations and resource allocation

Pain Points by User Role

Utility Administrator:

• Cannot configure SLA timeframes for different service request types in the system
• Must rely on manual processes and external documentation to communicate SLA requirements
• No centralized visibility into whether operational SLAs are being met across departments
• Difficulty updating SLA parameters when business requirements change
• Cannot establish different SLA targets based on request priority or customer class

CSO Manager:

• No real-time visibility into SLA compliance for customer service commitments
• Cannot proactively identify requests at risk of missing SLA targets
• Lacks automated alerts when SLAs are approaching breach thresholds
• Unable to track historical SLA performance trends for operational improvement
• Difficulty providing accurate status updates to customers regarding service timing

O&M Manager:

• No system-driven prioritization of field work based on SLA requirements
• Cannot efficiently allocate resources based on approaching SLA deadlines
• Lacks visibility into which service requests have the most stringent time requirements
• No automated escalation when field work is behind SLA schedule
• Cannot measure actual performance against committed service levels

Core Problem

The absence of a centralized SLA management interface creates operational inefficiencies, customer service gaps, and compliance risks across disconnection, reconnection, and transfer processes. Without system-driven SLA tracking and management, the utility cannot ensure consistent service delivery or optimize resource allocation to meet customer commitments.

2. Who Are the Users Facing the Problem?

Utility Administrator

• Primary system administrator responsible for configuring business rules and operational parameters
• Needs ability to set and modify SLA targets for different service types
• Should have full access to SLA configuration and reporting capabilities

CSO Manager

• Oversees customer service operations and manages service level commitments
• Needs visibility into SLA performance and compliance across all customer touchpoints
• Should have access to SLA monitoring dashboards and alerting capabilities

O&M Manager

• Manages field operations and resource allocation for service delivery
• Needs SLA-driven work prioritization and resource planning capabilities
• Should have access to operational SLA tracking and escalation management

Secondary Users:

• Dispatcher - Needs SLA information for work assignment prioritization
• Field Force Technicians - Needs visibility into SLA requirements for assigned work
• Call Center Representatives - Needs access to SLA status for customer inquiries

3. Jobs To Be Done

For Utility Administrator: When I need to establish and maintain operational SLA targets for disconnection, reconnection, and transfer requests, but I currently have no centralized interface to configure these parameters and must rely on manual documentation, help me create a comprehensive SLA management system that allows me to set, modify, and monitor service level commitments, so that I can ensure consistent operational standards and adapt quickly to changing business requirements.

For CSO Manager: When I need to monitor and ensure compliance with customer service commitments across all channels, but I currently lack real-time visibility into SLA performance and cannot proactively manage at-risk requests, help me access comprehensive SLA dashboards and alerting capabilities, so that I can maintain high service levels and provide accurate customer communications.

For O&M Manager: When I need to prioritize field work and allocate resources to meet service commitments, but I currently have no system-driven visibility into SLA requirements and deadlines, help me integrate SLA targets into work management and resource planning processes, so that I can optimize field operations and consistently meet customer service commitments.

For Dispatcher: When I need to assign and prioritize work orders based on service commitments, but I currently lack access to SLA information and approaching deadlines, help me integrate SLA data into work assignment workflows, so that I can ensure critical deadlines are met and resources are allocated effectively.

4. Solution

Comprehensive SLA Management Platform

Develop a centralized interface within SMART360 that enables configuration, monitoring, and management of operational SLAs for disconnection, reconnection, and transfer requests. The solution will provide role-based access to SLA configuration, real-time monitoring, automated alerting, and comprehensive reporting capabilities.

Key Capability Areas

1. SLA Configuration Management

• Service type-specific SLA settings (disconnection, reconnection, transfer)
• Customer class and priority-based SLA variations
• Geographic zone-based SLA adjustments

2. Real-Time SLA Monitoring

• Live dashboards showing SLA compliance status
• Request-level SLA countdown timers
• Department-specific SLA performance views

3. Automated Alerting and Escalation

• Configurable alert thresholds (e.g., 80% of SLA time elapsed)
• Role-based notification routing
• Escalation workflows for breached SLAs

4. Work Prioritization Integration

• SLA-driven work order prioritization
• Resource allocation recommendations based on approaching deadlines
• Capacity planning tools considering SLA constraints

5. Performance Analytics and Reporting

• Historical SLA compliance trends
• Root cause analysis for SLA breaches
• Departmental and individual performance metrics

6. Customer Communication Tools

• Automated status updates based on SLA milestones
• Customer-facing SLA commitment tracking
• Proactive communication for potential delays

7. Audit and Compliance Tracking

• Complete audit trail of SLA changes and performance
• Regulatory compliance reporting
• Documentation of SLA breach justifications

5. Major Steps Involved

Utility Administrator - SLA Configuration Process

1. Access SLA Management Module
   • Navigate to Administration → Service Level Management
   • Select "Configure SLAs" from the main menu
   • Choose service type (Disconnection/Reconnection/Transfer)
2. Define Base SLA Parameters
   • Set standard SLA timeframe (hours/business days)
   • Configure measurement start/end criteria
   • Define business hours and holiday calendar
3. Configure SLA Variations
   • Create customer class-specific SLA targets
   • Set priority level adjustments (emergency, urgent, standard)
   • Define geographic zone variations if applicable
4. Set Up Alert Thresholds
   • Configure percentage-based alert triggers (e.g., 50%, 75%, 90%)
   • Define notification recipients by role
   • Set escalation rules for breached SLAs
5. Activate and Monitor
   • Review configuration summary
   • Activate SLA rules with effective date
   • Monitor initial performance and adjust as needed

CSO Manager - SLA Monitoring Process

1. Access SLA Dashboard
   • Navigate to Customer Service → SLA Performance
   • Select time period and service types for analysis
   • Choose between real-time and historical views
2. Review Current Status
   • Monitor active requests with SLA countdown timers
   • Identify requests approaching deadline thresholds
   • Review alert notifications and priorities
3. Investigate At-Risk Requests
   • Drill down into specific requests nearing SLA breach
   • Review current status and bottlenecks
   • Coordinate with field operations for resolution
4. Generate Performance Reports
   • Create compliance reports for management review
   • Analyze trends and identify improvement opportunities
   • Document corrective actions for recurring issues

O&M Manager - Resource Planning Process

1. Access Operational SLA View
   • Navigate to Operations → SLA-Driven Work Management
   • Review SLA-prioritized work queue
   • Assess resource availability and capacity
2. Prioritize Work Assignments
   • Sort work orders by SLA urgency
   • Assign resources based on deadline proximity
   • Monitor field team progress against SLA targets
3. Manage Escalations
   • Receive alerts for approaching SLA deadlines
   • Reallocate resources for critical requests
   • Coordinate with customer service on potential delays
4. Performance Analysis
   • Review team performance against SLA targets
   • Identify resource constraints affecting SLA compliance
   • Plan capacity improvements based on SLA requirements

6. Flow Diagram

7. Business Rules

Tabs 

• Disconnection
• Reconnection
• Transfer

Disconnection Tab
Disconnection Reason Configuration Rules

• Each disconnection reason must have a unique code
• Each disconnection reason must have a reason name
• Each disconnection reason must have a description
• All disconnection reasons must specify acknowledgement, response, and resolution times in hours

Timing Requirements Rules

• Acknowledgement Time must be specified in hours
• Response Time must be specified in hours
• Resolution Time must be specified in hours
• All timing fields accept numeric values only

Priority Rules

• Priority levels include: High, Critical, Medium, Low
• Each disconnection reason must be assigned a priority level
• Priority is displayed with color coding (High=blue, Critical=red, Medium=blue, Low=gray)

Approval Rules

• Each disconnection reason can require approval (Yes/No)
• Approval requirement is displayed as Yes or No
• Manager approval may be required based on reason type

Predefined Disconnection Reasons

• NON_PAY: Non-payment (24/48/72 hrs, High priority, Yes approval)
• SAFETY: Safety Violation (2/8/24 hrs, Critical priority, Yes approval)
• MAINT: Maintenance Required (48/72/120 hrs, Medium priority, No approval)
• REQ_DISC: Customer Requested (24/48/48 hrs, Low priority, No approval)

Add New Disconnection Reason Rules

• Reason Name field is required
• Reason Code field is required with format example (NON_PAY)
• Description field is required
• Acknowledgement Time defaults to 24 hours
• Response Time defaults to 48 hours
• Resolution Time defaults to 72 hours
• Priority defaults to Medium
• Requires Approval toggle defaults to off

Modal Actions Rules

• "Cancel" button closes modal without saving
• "Add Reason" button saves the new disconnection reason
• Modal can be closed using X button

Actions Rules

• Each reason must have edit and delete options
• "Add Reason" button opens the configuration modal

Reconnection Tab

Reconnection Reason Configuration Rules

• Each reconnection reason must have a unique code
• Each reconnection reason must have a reason name
• Each reconnection reason must have a description
• All reconnection reasons must specify acknowledgement, response, and resolution times in hours

Timing Requirements Rules

• Acknowledgement Time must be specified in hours
• Response Time must be specified in hours
• Resolution Time must be specified in hours
• All timing fields accept numeric values only

Priority Rules

• Priority levels include: High, Critical, Medium, Low
• Each reconnection reason must be assigned a priority level
• Priority is displayed with color coding (High=blue, Critical=red, Medium=blue, Low=gray)

Approval Rules

• Each reconnection reason can require approval (Yes/No)
• Approval requirement is displayed as Yes or No
• Manager approval may be required based on reason type

Predefined Reconnection Reasons

• PAY_RECV: Payment Received (12/24/48 hrs, High priority, No approval)
• SAFE_CLEAR: Safety Cleared (1/4/12 hrs, Critical priority, Yes approval)
• MAINT_COMP: Maintenance Complete (24/48/72 hrs, Medium priority, No approval)
• CUST_REQ: Customer Request (12/24/24 hrs, Low priority, No approval)

Add New Reconnection Reason Rules

• Reason Name field is required
• Reason Code field is required with format example (PAY_RECV)
• Description field is required
• Acknowledgement Time defaults to 24 hours
• Response Time defaults to 48 hours
• Resolution Time defaults to 72 hours
• Priority defaults to Medium
• Requires Approval toggle defaults to off

Modal Actions Rules

• "Cancel" button closes modal without saving
• "Add Reason" button saves the new reconnection reason
• Modal can be closed using X button

Actions Rules

• Each reason must have edit and delete options
• "Add Reason" button opens the configuration modal

Transfer Tab

Transfer Type Configuration Rules

• Each transfer type must have a unique code
• Each transfer type must have a transfer type name
• Each transfer type must have a description
• All transfer types must specify acknowledgement, response, and resolution times in hours

Timing Requirements Rules

• Acknowledgement Time must be specified in hours
• Response Time must be specified in hours
• Resolution Time must be specified in hours
• All timing fields accept numeric values only

Priority Rules

• Priority levels include: High, Medium, Low
• Each transfer type must be assigned a priority level
• Priority is displayed with color coding (High=blue, Medium=gray, Low=blue)

Status Rules

• Transfer types can have Active or Inactive status
• Status is displayed with color coding (Active=blue, Inactive=light blue)
• Active Status toggle controls whether transfer type is enabled

Predefined Transfer Types

• OWNERSHIP: Ownership Transfer (High priority, 24/72/168 hrs, Active status)
• business: Business Transfer (Medium priority, 12/48/120 hrs, Active status)
• Deceased: Deceased Transfer (Low priority, 48/96/240 hrs, Inactive status)

Add New Transfer Type Rules

• Transfer Code field is required with format example (OWNERSHIP)
• Transfer Type Name field is required
• Description field is required
• Priority Level defaults to Medium
• Acknowledgement Time defaults to 24 hours
• Response Time defaults to 72 hours
• Resolution Time defaults to 168 hours
• Active Status toggle defaults to enabled

Modal Actions Rules

• "Cancel" button closes modal without saving
• "Create Transfer Type" button saves the new transfer type
• Modal can be closed using X button

Actions Rules

• Each transfer type must have edit and delete options
• "Add Transfer Type" button opens the configuration modal

8. Sample Data

Disconnection Reasons Configuration

NON_PAY (Non-payment)

• Reason Code: NON_PAY
• Reason Name: Non-payment
• Description: Service disconnection due to outstanding payment obligations
• Acknowledgement Time: 24 hours
• Response Time: 48 hours
• Resolution Time: 72 hours
• Priority: High (blue color coding)
• Requires Approval: Yes

SAFETY (Safety Violation)

• Reason Code: SAFETY
• Reason Name: Safety Violation
• Description: Immediate disconnection required due to safety hazard or violation
• Acknowledgement Time: 2 hours
• Response Time: 8 hours
• Resolution Time: 24 hours
• Priority: Critical (red color coding)
• Requires Approval: Yes

MAINT (Maintenance Required)

• Reason Code: MAINT
• Reason Name: Maintenance Required
• Description: Planned disconnection for system maintenance or repairs
• Acknowledgement Time: 48 hours
• Response Time: 72 hours
• Resolution Time: 120 hours
• Priority: Medium (blue color coding)
• Requires Approval: No

REQ_DISC (Customer Requested)

• Reason Code: REQ_DISC
• Reason Name: Customer Requested
• Description: Customer-initiated service disconnection request
• Acknowledgement Time: 24 hours
• Response Time: 48 hours
• Resolution Time: 48 hours
• Priority: Low (gray color coding)
• Requires Approval: No

Reconnection Reasons Configuration

PAY_RECV (Payment Received)

• Reason Code: PAY_RECV
• Reason Name: Payment Received
• Description: Service reconnection following payment of outstanding balance
• Acknowledgement Time: 12 hours
• Response Time: 24 hours
• Resolution Time: 48 hours
• Priority: High (blue color coding)
• Requires Approval: No

SAFE_CLEAR (Safety Cleared)

• Reason Code: SAFE_CLEAR
• Reason Name: Safety Cleared
• Description: Service reconnection after safety issue resolution and clearance
• Acknowledgement Time: 1 hour
• Response Time: 4 hours
• Resolution Time: 12 hours
• Priority: Critical (red color coding)
• Requires Approval: Yes

MAINT_COMP (Maintenance Complete)

• Reason Code: MAINT_COMP
• Reason Name: Maintenance Complete
• Description: Service reconnection following completion of planned maintenance
• Acknowledgement Time: 24 hours
• Response Time: 48 hours
• Resolution Time: 72 hours
• Priority: Medium (blue color coding)
• Requires Approval: No

CUST_REQ (Customer Request)

• Reason Code: CUST_REQ
• Reason Name: Customer Request
• Description: Service reconnection based on customer request
• Acknowledgement Time: 12 hours
• Response Time: 24 hours
• Resolution Time: 24 hours
• Priority: Low (gray color coding)
• Requires Approval: No

Transfer Types Configuration

OWNERSHIP (Ownership Transfer)

• Transfer Code: OWNERSHIP
• Transfer Type Name: Ownership Transfer
• Description: Transfer of service account due to property ownership change
• Acknowledgement Time: 24 hours
• Response Time: 72 hours
• Resolution Time: 168 hours
• Priority: High (blue color coding)
• Status: Active (blue color coding)

BUSINESS (Business Transfer)

• Transfer Code: BUSINESS
• Transfer Type Name: Business Transfer
• Description: Transfer of service account due to business ownership or name change
• Acknowledgement Time: 12 hours
• Response Time: 48 hours
• Resolution Time: 120 hours
• Priority: Medium (gray color coding)
• Status: Active (blue color coding)

DECEASED (Deceased Transfer)

• Transfer Code: DECEASED
• Transfer Type Name: Deceased Transfer
• Description: Transfer of service account following death of account holder
• Acknowledgement Time: 48 hours
• Response Time: 96 hours
• Resolution Time: 240 hours
• Priority: Low (blue color coding)
• Status: Inactive (light blue color coding)

Default Configuration Values

New Disconnection Reason Defaults:

• Acknowledgement Time: 24 hours
• Response Time: 48 hours
• Resolution Time: 72 hours
• Priority: Medium
• Requires Approval: Off (No)

New Reconnection Reason Defaults:

• Acknowledgement Time: 24 hours
• Response Time: 48 hours
• Resolution Time: 72 hours
• Priority: Medium
• Requires Approval: Off (No)

New Transfer Type Defaults:

• Acknowledgement Time: 24 hours
• Response Time: 72 hours
• Resolution Time: 168 hours
• Priority: Medium
• Active Status: Enabled (On)

9. Acceptance Criteria

1. The system must provide three tabs for SLA management: Disconnection, Reconnection, and Transfer.
2. The system must allow Utility Administrators to configure unique reason codes for each service type with format validation.
3. The system must require reason name, reason code, and description fields for all SLA configurations.
4. The system must validate that all timing fields (acknowledgement, response, resolution) accept only numeric values in hours.
5. The system must provide default values for new configurations: 24hrs acknowledgement, 48hrs response, 72hrs resolution for disconnection/reconnection, and 24hrs acknowledgement, 72hrs response, 168hrs resolution for transfers.
6. The system must support disconnection priority levels: High (blue), Critical (red), Medium (blue), Low (gray) with appropriate color coding.
7. The system must provide approval requirement toggle (Yes/No) for each disconnection reason.
8. The system must include predefined disconnection reasons: NON_PAY, SAFETY, MAINT, REQ_DISC with specified timing and priority configurations.
9. The system must validate unique disconnection reason codes and prevent duplicates.
10. The system must allow editing and deletion of existing disconnection reasons with appropriate permissions.
11. The system must support reconnection priority levels: High (blue), Critical (red), Medium (blue), Low (gray) with appropriate color coding.
12. The system must provide approval requirement toggle (Yes/No) for each reconnection reason.
13. The system must include predefined reconnection reasons: PAY_RECV, SAFE_CLEAR, MAINT_COMP, CUST_REQ with specified timing and priority configurations.
14. The system must validate unique reconnection reason codes and prevent duplicates.
15. The system must allow editing and deletion of existing reconnection reasons with appropriate permissions.
16. The system must support transfer priority levels: High (blue), Medium (gray), Low (blue) with appropriate color coding (no Critical level).
17. The system must provide Active/Inactive status toggle with color coding: Active (blue), Inactive (light blue).
18. The system must include predefined transfer types: OWNERSHIP, BUSINESS, DECEASED with specified timing, priority, and status configurations.
19. The system must validate unique transfer type codes and prevent duplicates.
20. The system must allow editing and deletion of existing transfer types with appropriate permissions.
21. The system must open configuration modals when "Add Reason" or "Add Transfer Type" buttons are clicked.
22. The system must provide "Cancel" button functionality that closes modals without saving changes.
23. The system must provide "Add Reason"/"Create Transfer Type" button functionality that validates and saves configurations.
24. The system must allow modal closure using the X button without saving changes.
25. The system must display edit and delete action options for each configured reason/type.
26. The system must prevent saving configurations with incomplete required fields and display appropriate error messages.
27. The system must validate timing field formats and reject non-numeric inputs.
28. The system must check for duplicate reason codes within each service type and prevent creation.
29. The system must provide clear error messages for validation failures with specific field identification.
30. The system must maintain data integrity during edit operations and rollback changes on validation failures.
31. The system must apply configured SLA timers automatically when service requests are created with matching reason codes.
32. The system must respect approval requirements and route requests for manager approval when configured.
33. The system must enforce Active/Inactive status for transfer types and block requests for inactive types.
34. The system must integrate SLA configurations with work order prioritization algorithms.
35. The system must provide audit trails for all SLA configuration changes with user identification and timestamps.
36. The system must load SLA configuration tabs within 3 seconds of navigation.
37. The system must save new configurations within 2 seconds of form submission.
38. The system must provide responsive design for configuration interfaces across different screen sizes.
39. The system must maintain configuration data consistency across concurrent user sessions.
40. The system must provide confirmation dialogs for delete operations to prevent accidental data loss.

10. Process Changes

11. Impact from Solving This Problem

12. User Behavior Tracking

Utility Administrator Tracking

Questions Answered:

• Which SLA configurations require frequent adjustment?
• What time periods are most effective for SLA monitoring?
• How quickly do administrators adapt to SLA performance trends?

CSO Manager Tracking

Questions Answered:

• What SLA monitoring patterns correlate with best performance?
• How do different alert types impact manager response behavior?
• Which customer communication strategies improve satisfaction during SLA challenges?

O&M Manager Tracking

Questions Answered:

• How does SLA visibility change resource allocation patterns?
• What escalation strategies are most effective for preventing SLA breaches?
• How do SLA requirements influence operational planning and efficiency?

13. Wireframe

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