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Outstanding Management System


1. Problem Statement

User Roles Identified:

  • Recovery Executive: Collections specialist responsible for managing delinquent accounts
  • CSO Manager: Customer service operations manager overseeing collection strategies
  • Billing Manager: Oversees billing operations and revenue recovery

Pain Points by User Role:

Recovery Executive:

  • Cannot easily identify which consumers have the highest outstanding amounts
  • Lacks visibility into how long consumers have been delinquent
  • Unable to systematically send disconnection notices
  • No streamlined process for setting up payment agreements
  • Difficult to prioritize collection efforts effectively

CSO Manager:

  • Cannot assess overall collection performance and risk exposure
  • Lacks data-driven insights for collection strategy decisions
  • Unable to monitor team performance on collection activities
  • No visibility into consumer communication history
  • Difficult to balance collection efforts with customer retention

Billing Manager:

  • Cannot track total revenue at risk from outstanding accounts
  • Lacks ability to analyze collection trends and patterns
  • Unable to generate comprehensive reports for management
  • No systematic approach to account statement distribution
  • Difficult to coordinate collection activities across teams

Core Problem:

The utility lacks a centralized system to identify, prioritize, and take action on consumers with outstanding balances, resulting in increased bad debt, inefficient collection processes, and poor customer communication.

2. Who Are the Users Facing the Problem?

Recovery Executive

  • Primary user responsible for day-to-day collection activities
  • Manages individual consumer accounts and payment arrangements
  • Initiates disconnection processes and customer communications

CSO Manager

  • Oversees collection operations and strategy
  • Monitors team performance and collection metrics
  • Makes decisions on collection policies and procedures

Billing Manager

  • Responsible for revenue protection and billing accuracy
  • Analyzes financial impact of outstanding accounts
  • Coordinates with other departments on collection activities

Access Requirements:

  • All three roles should have access to the feature with role-specific permissions
  • Recovery Executive: Full access to individual account actions
  • CSO Manager: Dashboard access and team performance metrics
  • Billing Manager: Financial reporting and analytical capabilities

3. Jobs To Be Done

For Recovery Executive: When I need to prioritize my daily collection activities, But I can't easily see which consumers have the highest outstanding amounts or longest delinquency periods, Help me quickly identify and rank consumers by risk and outstanding amount, So that I can focus my efforts on the most critical accounts and maximize collection success.

For Recovery Executive: When I need to take action on delinquent accounts, But I have to use multiple systems to send notices, set up agreements, or communicate with consumers, Help me access all collection tools from a single interface, So that I can efficiently manage the entire collection process and improve my productivity.

For CSO Manager: When I need to develop collection strategies and monitor team performance, But I lack comprehensive data on collection trends and team activities, Help me access real-time dashboards and analytics on collection performance, So that I can make data-driven decisions and optimize our collection operations.

For Billing Manager: When I need to assess the financial impact of outstanding accounts, But I can't easily quantify total revenue at risk or analyze collection patterns, Help me generate comprehensive reports and analytics on outstanding balances, So that I can protect revenue and provide accurate financial reporting to management.

4. Solution

Comprehensive Outstanding Consumer Management Platform

The solution provides a centralized dashboard and workflow system that enables utility staff to identify, prioritize, and take action on consumers with outstanding balances through intelligent risk assessment and streamlined collection tools.

Key Capability Areas:

1. Risk Assessment & Prioritization

  • Automated risk scoring based on outstanding amount, delinquency period, and payment history
  • Configurable priority rankings with visual indicators
  • Advanced filtering and sorting capabilities

2. Consumer Identification & Analytics

  • Real-time dashboard showing total outstanding consumers and amounts
  • Trending analysis of collection performance
  • Geographic and demographic segmentation of outstanding accounts

3. Communication Management

  • Automated disconnection notice generation and delivery
  • Template-based account statement creation
  • Multi-channel communication tracking (email, SMS, mail, phone)

4. Payment Agreement Setup

  • Guided workflow for creating payment arrangements
  • Automated approval routing based on amount and terms
  • Agreement compliance monitoring and alerts

5. Action Tracking & Documentation

  • Complete audit trail of all collection activities
  • Task management and follow-up reminders
  • Integration with customer service records

6. Reporting & Performance Analytics

  • Executive dashboards for collection performance metrics
  • Individual and team performance tracking
  • Financial impact analysis and forecasting

7. Integration & Workflow Automation

  • Seamless integration with billing and customer service systems
  • Automated workflow triggers based on account status
  • Role-based access controls and approval processes

5. Major Steps Involved

Recovery Executive Workflow:

Step 1: Access Outstanding Consumer Dashboard

  • Login to SMART360 and navigate to Collections module
  • View prioritized list of outstanding consumers with risk scores
  • Use filters to focus on specific criteria (amount, days past due, location)

Step 2: Review Consumer Details

  • Click on consumer record to open detailed view
  • Review account history, payment patterns, and previous collection activities
  • Assess risk factors and communication preferences

Step 3: Take Collection Action

  • Select appropriate action from available options menu
  • For disconnection notices: Choose template, customize message, schedule delivery
  • For payment agreements: Launch guided setup wizard
  • For account statements: Generate and send via preferred channel

Step 4: Document Activities

  • Record collection attempt details and outcome
  • Set follow-up reminders and next action dates
  • Update account status and priority level

Step 5: Monitor Agreement Compliance

  • Review active payment agreements for compliance
  • Generate compliance reports and alerts
  • Take action on broken agreements

CSO Manager Workflow:

Step 1: Access Collection Performance Dashboard

  • Navigate to Collections Analytics section
  • Review key performance indicators and trends
  • Identify areas requiring attention or intervention

Step 2: Analyze Team Performance

  • View individual recovery executive statistics
  • Compare performance across different territories or consumer segments
  • Identify training needs and best practices

Step 3: Strategic Decision Making

  • Review collection strategy effectiveness
  • Adjust policies and procedures based on performance data
  • Coordinate with other departments on collection initiatives

Billing Manager Workflow:

Step 1: Financial Impact Assessment

  • Access revenue protection dashboard
  • Review total outstanding amounts and aging analysis
  • Generate financial reports for management

Step 2: Collection Trend Analysis

  • Analyze historical collection performance
  • Identify seasonal patterns and risk factors
  • Forecast bad debt and collection rates

Step 3: Process Optimization

  • Review collection workflow efficiency
  • Implement process improvements based on analytics
  • Coordinate billing and collection activities

6. Flow Diagram

flowchart TD
    A[User Login] --> B[Collections Dashboard]
    B --> C{User Role?}
    
    C -->|Recovery Executive| D[Outstanding Consumer List]
    C -->|CSO Manager| E[Performance Analytics Dashboard]
    C -->|Billing Manager| F[Financial Impact Dashboard]
    
    D --> G[Filter & Sort Consumers]
    G --> H[Select Consumer Record]
    H --> I[Review Account Details]
    I --> J{Action Required?}
    
    J -->|Disconnection Notice| K[Generate Notice]
    J -->|Payment Agreement| L[Setup Agreement Wizard]
    J -->|Account Statement| M[Send Statement]
    J -->|Documentation| N[Record Activity]
    
    K --> O[Schedule Delivery]
    L --> P[Define Terms]
    M --> Q[Select Channel]
    N --> R[Set Follow-up]
    
    O --> S[Track Delivery Status]
    P --> T[Route for Approval]
    Q --> U[Confirm Receipt]
    R --> V[Update Priority]
    
    E --> W[View Team Metrics]
    W --> X[Analyze Performance]
    X --> Y[Generate Reports]
    
    F --> Z[Revenue Analysis]
    Z --> AA[Trend Reporting]
    AA --> BB[Management Dashboard]
    
    S --> CC[Update Consumer Status]
    T --> DD[Monitor Compliance]
    U --> EE[Track Response]
    V --> FF[Next Action Queue]
    
    Y --> GG[Strategic Planning]
    BB --> HH[Financial Reporting]

image.png

7. Business Rules

GeneralDetail Rulesview

    1. Account number - diplay the account number of the consumer
    2. Consumer name - display consumer name
    3. Category

    Balance Summary card

    1. Outstanding balanceamount calculation- includesdisplay principal,the interest,outstanding andamount applicablethat feeshas pass due date
    2. Risk scoring updates automatically when account status changes
    3. All collection activities must be documented within 24 hours
    4. System maintains complete audit trail of all actions and communications

Role-Specific Rules

Recovery Executive:

  • Can only access consumers assigned to their territory
  • Cannot approve payment agreements exceeding $500 without supervisor approval
  • Must follow regulatory compliance guidelines for collection communications
  • Cannot modify risk scoring parameters

CSO Manager:

  • Has access to all consumer records within their jurisdiction
  • Can approve payment agreements up to $2,000
  • Can modify collection strategies and templates
  • Has read-only access to financial reporting

Billing Manager:

  • Full access to financial analytics and reporting
  • Cannot initiate collection actions directly
  • Can adjust billing-related componentsDays of outstanding balances- display the number of days passed after the last payment
  • HasLast authoritypayment - display the last payment date
  • Risk -
    • if days passed are less than 30 then low
    • if days passed are between 31 to write60 offthen uncollectablemedium
    • if accountsdays perpassed policyare between 61 to 90 then high
    • if days passed are 90+ then critical

    Process

  • Follow Rulesup -
    • DisconnectionRequired notices- requirewhen 15-dayno advanceactions are taken
    • Reminder send - when a reminder is send
    • Final notice per- regulationswhen final notice is send
    • Aggrement created - when an agreement is created

    • Actions tab

    1. Process payment - redirect to record payment add form with pre selected consumer
    2. create agreement -
      • Display outstanding balance
      • Current billed amount
      • checkbox - Include current billed amount in payment agreement
      • total agreement amount
      • Down payment - cannot be more than total agreement amount
      • number of installments - select number of months for the remaining balance installments
      • Notes - textbox - optional
      • Payment agreementssummary
        • Total cannotamount exceed 12 months without special approvaldue
        • High-riskDown accounts (>$1,000 outstanding) require supervisor reviewpayment
        • AutomatedRemaining escalationbalance occurs- total amount after 90subtracting daysdown pastpayment duefrom total agreement amount
        • Monthly payment - dividing the remaining balance by number of installments

        Data

      • Create Validationagreement Rules
          - create a agreement and display a success message
        • print agreement - print the agreement form
      • Print statement - print the account statement
      • Send Reminder - Select reminder type which should be configured in the communication module. Riminder can be print and a success message should be shown
      • Send Notice - an disconnection notice should be send and a disconnection request should be generated in the Disconnection tab with the reason non - payments of bills.
      • Send statement - An account statement should be send to consumer on the mail.

    Installment Tab

    1. Payment agreement amounts must be positive valuesInformation
    2. Agreement startid dates- cannotfrom num format
    3. created date
    4. created by
    5. total amount
    6. Down payment
    7. monthly payment
    8. Start date
    9. End date
    10. Notes - if added when createing aan aggreement
    11. view agreement document - view the agreement created
    12. cancle agreement - can only be canclled if no installments are paid. if any one is paid then button is disable
    13. Payment aggreement installmation - display all the installments with amount, status (Pending , paid, overdue), due date, paid date (if paid), Days overdue (days after duedate passed)
    14. Total paid - Display the total paid amount
    15. Total due - display the total due
    16. remaining - display the total remaining amount

    Notes tab

    • User can add notes - User name, date, and note

    History Tab

    Display all the history of the outstanding actions taken on the consumer

    Landing page

    KPI cards

    • Total outstanding - display the total outstanding, excluding the billed amount
    • Accounts - display the number of accounts whoes outstanding is not 0
    • Average days outstanding - total days of outstanding / total number of accounts outstanding - display round figure days
    • Collection rate - (Total Amount Collected in the pastcurrent month / Total Amount Billed in the current month) × 100
    • Notice delivery mustcan be confirmedsearch withinby 5the businessAccount no and name

    Filter

    • days
    • follow up
    • Risk
    • due scores recalculate daily at midnightdate
    • outstanding

    Sort

    • should be applicable for all coloums in list view

    listview

    • Account - account number, name, premise, sub area
    • billed amount - current month billed amount, move it in outstanding when due date is passed
    • Due date - current bill due date'
    • outstanding - outstanding amount of the current bill
    • Days - days passed after llast payment
    • Last payment - amount, date
    • Follow up
    • Risk
    • Action - View details, create aggresment, send notice

    Export data

    • Download the all the data in the format of the listview coloums


    8. Sample Data

    Outstanding Consumer Records

    Consumer Record 1:

    • Consumer ID: CON-2024-001
    • Name: John Smith
    • Outstanding Amount: $1,250.75
    • Days Past Due: 87
    • Risk Score: 85 (High)
    • Last Payment: $125.00 (2024-01-15)
    • Previous Agreements: 1 (Completed)
    • Communication Preference: Email
    • Territory: Zone A

    Consumer Record 2:

    • Consumer ID: CON-2024-002
    • Name: Maria Garcia
    • Outstanding Amount: $2,345.20
    • Days Past Due: 134
    • Risk Score: 95 (Critical)
    • Last Payment: $50.00 (2023-11-30)
    • Previous Agreements: 2 (1 Broken)
    • Communication Preference: Phone
    • Territory: Zone B

    Consumer Record 3:

    • Consumer ID: CON-2024-003
    • Name: Robert Johnson
    • Outstanding Amount: $567.45
    • Days Past Due: 45
    • Risk Score: 65 (Medium)
    • Last Payment: $200.00 (2024-02-20)
    • Previous Agreements: 0
    • Communication Preference: Mail
    • Territory: Zone A

    Payment Agreement Sample

    Agreement Details:

    • Agreement ID: AGR-2024-156
    • Consumer: John Smith (CON-2024-001)
    • Total Amount: $1,250.75
    • Monthly Payment: $125.08
    • Term: 10 months
    • Start Date: 2024-04-01
    • Created By: Recovery Executive - Jane Doe
    • Approval Status: Approved
    • Compliance Status: Current (3 of 10 payments made)

    Collection Activity Log

    Activity Record:

    • Activity ID: ACT-2024-2341
    • Consumer: Maria Garcia (CON-2024-002)
    • Action Type: Disconnection Notice Sent
    • Date: 2024-03-15
    • Channel: Email + Mail
    • Template Used: Final Notice - 15 Day
    • Created By: Recovery Executive - Mike Wilson
    • Status: Delivered
    • Follow-up Date: 2024-03-30



    9. Acceptance Criteria

    1. The system must display a prioritized list of all consumersconsumer accounts with outstanding balances rankedalong bywith associated risk scorelevels.
    2. The system must calculate and display risk scoreslevels based on configurable parameters including amount, days pastsince due, andlast payment historyusing predefined ranges (Low, Medium, High, Critical).
    3. The system must allow filtering consumersof consumer accounts by amount ranges, days pastoutstanding, due,risk territory,level, follow-up status, due date, and riskoutstanding levelamount.
    4. The system must enable recovery executives to generatesend reminders and send disconnection notices using customizablepredefined templates from the communication module.
    5. The system must provide a guided workflow forto setting upcreate payment agreements with automatedoptions approvalfor routingdown payment, installment selection, and auto-calculated monthly amounts.
    6. The system must track and confirm delivery oflog all communicationsfollow-up sentactions toincluding consumers
    7. Thereminders, systemnotices, mustand maintainagreement a complete audit trail of all collection activitiescreation with timestamps and user identificationdetails.
    8. The system must prevent agreement cancellation if any installment has already been paid.
    9. The system must automatically escalateupdate accountsfollow-up status based on configurablethe businesslatest rulesaction performed.
    10. The system must allow exporting of all consumer outstanding data in the format of the list view.
    11. The system must provide real-timea dashboardsdashboard showingdisplaying KPIs including total outstanding, number of accounts, average days outstanding, and collection performance metrics by individual and teamrate.
    12. The system must generate and allow sending of account statements that can be sent via multipleemail channelsto (email, SMS, mail)consumers.
    13. The system must monitorallow printing of agreement documents and account statements directly from the interface.
    14. The system must compute payment agreement compliancesummaries including total due, down payment, remaining balance, and generatemonthly alertsinstallments.
    15. The system must track the compliance of each payment agreement and update installment status as Paid, Pending, or Overdue.
    16. The system must restrict actions (e.g., cancel agreement, send notice) based on role-based permissions and agreement/payment status.
    17. The system must support search functionality by account number and consumer name.
    18. The system must allow users to add notes tied to their identity and timestamps for missedinternal paymentstracking.
    19. The system must provide a history log of all actions taken on the consumer account in relation to outstanding follow-ups and agreements.
    20. The system must allow sorting on all list view columns to assist in prioritization and navigation.
    21. The system must integrate with existing billing systemand payment modules to ensure accurate outstandingdisplay balanceof calculations
    22. Thebilled system must provide role-based access controls restricting actions based on user permissions
    23. The system must support bulk actions for processing multiple consumer accounts simultaneously
    24. The system must generate automated reports on collection performance, revenue at risk,amounts and agingoutstanding analysis
    25. The system must allow managers to override risk scores and priorities when justified
    26. The system must track the success rate of different collection strategies and communication methods
    27. The system must provide mobile access for field collection activities
    28. The system must ensure all collection communications comply with regulatory requirements
    29. The system must enable seamless handoff of accounts between recovery executivesbalances.

    10. Process Changes

    Process Area

    From

    To

    Impact

    Consumer Prioritization

    Manual review of aging reports to identify high-risk accounts

    Automated risk scoring with prioritized dashboard view

    60% reduction in time spent identifying priority accounts

    Disconnection Notice Process

    Manual letter generation using word processing software

    Template-based automated notice generation with multi-channel delivery

    75% faster notice processing and improved delivery tracking

    Payment Agreement Setup

    Paper-based forms with manual approval routing

    Digital workflow with guided setup and automated approval

    50% reduction in agreement setup time and improved compliance tracking

    Collection Activity Documentation

    Spreadsheet tracking with manual data entry

    Integrated activity logging with automatic timestamps

    80% improvement in documentation accuracy and completeness

    Performance Monitoring

    Monthly manual reports compiled from multiple sources

    Real-time dashboards with automated metrics calculation

    90% faster access to performance data and improved decision-making

    Account Statement Distribution

    Batch printing and manual mailing process

    Digital generation with multi-channel delivery options

    40% cost reduction and faster delivery times

    Collection Strategy Planning

    Quarterly reviews based on limited historical data

    Continuous optimization using real-time analytics and trend analysis

    30% improvement in collection success rates

    Team Coordination

    Email updates and weekly meetings for status coordination

    Centralized system with real-time status updates and automated alerts

    50% reduction in coordination time and improved communication

    Impact percentages are based on industry benchmarks for similar utility collection system implementations and typical process automation benefits.

    11. Impact from Solving This Problem

    Impact Category

    Metric

    How It Improves

    Financial Performance

    Bad Debt Reduction

    Proactive identification and management of high-risk accounts reduces write-offs by 25-35%

    Operational Efficiency

    Collection Cycle Time

    Automated workflows and prioritization reduce average collection time from 120 to 75 days

    Staff Productivity

    Cases Handled Per Day

    Streamlined interface and automated tools increase recovery executive productivity by 40%

    Customer Experience

    Payment Plan Compliance

    Structured agreement process improves payment plan success rate from 65% to 85%

    Revenue Protection

    Days Sales Outstanding

    Faster identification and action on delinquent accounts reduces DSO by 15-20 days

    Regulatory Compliance

    Documentation Accuracy

    Automated audit trails ensure 100% compliance with collection activity documentation requirements

    Management Visibility

    Decision Response Time

    Real-time dashboards enable management decisions within hours instead of weeks

    Communication Effectiveness

    Notice Response Rate

    Multi-channel delivery and tracking improves customer response to collection notices by 50%

    Process Standardization

    Workflow Consistency

    Standardized processes across all recovery executives improve overall collection success rate by 20%

    Risk Management

    Early Intervention Success

    Automated risk scoring enables intervention 30 days earlier, improving resolution rates by 45%

    12. User Behavior Tracking

    Recovery Executive Tracking Plan

    Event Name

    Trigger

    Properties

    Business Question

    consumer_list_viewed

    User accesses outstanding consumer dashboard

    user_id, filter_criteria, sort_method, list_size

    How do recovery executives prioritize their workload?

    consumer_details_accessed

    User clicks on consumer record

    user_id, consumer_id, risk_score, outstanding_amount

    Which types of accounts get the most attention?

    collection_action_initiated

    User starts any collection action

    user_id, consumer_id, action_type, risk_score

    What collection strategies are most commonly used?

    notice_generated

    User creates disconnection notice

    user_id, consumer_id, template_used, delivery_method

    How effective are different notice templates?

    payment_agreement_created

    User sets up payment arrangement

    user_id, consumer_id, agreement_amount, term_length

    What agreement terms lead to highest success rates?

    activity_documented

    User records collection activity

    user_id, consumer_id, activity_type, outcome

    How well are collection activities being documented?

    CSO Manager Tracking Plan

    Event Name

    Trigger

    Properties

    Business Question

    dashboard_accessed

    Manager views performance dashboard

    user_id, dashboard_type, time_period

    What metrics do managers focus on most?

    team_performance_reviewed

    Manager accesses team analytics

    user_id, team_member, metric_type, time_period

    How do managers monitor team performance?

    report_generated

    Manager creates custom report

    user_id, report_type, parameters, frequency

    What information is most valuable for strategic decisions?

    strategy_modified

    Manager changes collection policies

    user_id, policy_type, old_value, new_value

    How do collection strategies evolve over time?

    Billing Manager Tracking Plan

    Event Name

    Trigger

    Properties

    Business Question

    financial_dashboard_viewed

    User accesses revenue analytics

    user_id, dashboard_section, time_period

    What financial metrics are most critical for decision-making?

    aging_analysis_performed

    User reviews account aging data

    user_id, aging_buckets, total_amount

    How does account aging correlate with collection success?

    trend_analysis_conducted

    User analyzes collection trends

    user_id, trend_type, time_period, comparison_period

    What trends indicate collection strategy effectiveness?

    management_report_created

    User generates executive report

    user_id, report_type, recipients, frequency

    What information does executive leadership require?

    Key Insights Expected:

    From Recovery Executive Events:

    • Which collection strategies yield the highest success rates
    • How risk scoring accuracy predicts collection outcomes
    • What consumer characteristics lead to successful payment agreements
    • How workload distribution affects individual performance

    From CSO Manager Events:

    • Which team performance metrics correlate with collection success
    • How management attention affects team performance
    • What strategic changes improve overall collection outcomes
    • How often collection policies need adjustment

    From Billing Manager Events:

    • Which financial metrics best predict collection challenges
    • How aging patterns change with different collection strategies
    • What economic factors influence collection performance
    • How collection activities impact overall revenue protection

    14. Wireframe

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

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