Self-Service Portal Management (CIS01US15)

1. Problem Statement

User Roles Identified:

• CSO Manager - Customer Service Operations Manager responsible for managing customer experience and self-service content
• Utility Administrator - System administrator who configures and maintains utility system settings and content

Pain Points by User Role:

CSO Manager:

• Cannot update FAQ content when customer service policies change or new issues arise
• Unable to add helpful tips based on seasonal trends or common customer inquiries
• Cannot manage service center information when locations change hours, contact details, or services offered
• No visibility into which FAQs or tips are most helpful to customers
• Cannot proactively address customer issues through self-service content updates

Utility Administrator:

• Lacks centralized interface to manage all customer-facing content
• Cannot efficiently organize and categorize customer support information
• Unable to maintain consistency across different types of customer guidance
• No systematic way to track and prioritize content management tasks

Core Problem: The consumer self-service portal lacks administrative functionality for managing customer support content, forcing utility staff to rely on external processes or technical teams to update critical customer-facing information, resulting in outdated content and poor customer experience.

2. Who Are the Users Facing the Problem?

CSO Manager

• Oversees customer service operations and experience optimization
• Responsible for ensuring customers have access to current, helpful information
• Monitors customer satisfaction and self-service adoption rates
• Should have full access to content management features

Utility Administrator

• Manages system-wide configurations and content
• Ensures data consistency and quality across the platform
• Coordinates with various departments for content updates
• Should have administrative access to all content management functions

3. Jobs To Be Done

For CSO Manager: When I need to update customer support content based on changing policies or seasonal trends, but I cannot directly modify FAQs, tips, or service center information through the system interface, help me access a comprehensive content management dashboard where I can create, edit, and organize all customer-facing content, so that I can ensure customers always have access to current and helpful information without depending on technical teams.

For Utility Administrator: When I need to maintain consistent and accurate customer information across the self-service portal, but I lack a centralized interface to manage FAQs, tips, and service centers systematically, help me access unified content management tools with proper categorization and workflow controls, so that I can efficiently coordinate content updates and maintain high-quality customer support resources.

4. Solution

The solution provides a comprehensive content management system integrated into the SMART360 platform, enabling utility staff to directly manage all customer-facing content through intuitive administrative interfaces.

FAQ Management Capabilities:

• Create, edit, and delete frequently asked questions with rich text formatting
• Categorize FAQs by topic (Payments, Service Issues, etc.) with flexible taxonomy
• Set display order and priority for optimal customer experience

Tips & Guidance Management:

• Design and publish helpful tips with icons, titles, and detailed descriptions
• Associate tips with specific utility services (Water, Electric, etc.)
• Track tip effectiveness through helpful count metrics and user engagement

Service Center Management:

• Maintain comprehensive service center directory with location details
• Update contact information, operating hours, and available services
• Organize centers by type (Main Office, Branch Office) and service areas

Content Organization Features:

• Search and filter capabilities across all content types
• Bulk operations for efficient content management
• Active/inactive status controls for content visibility

Analytics and Insights:

• Track content usage and effectiveness metrics
• Monitor customer engagement with self-service resources
• Generate reports on content performance and gaps

Workflow and Approval:

• Role-based permissions for content creation and approval
• Change tracking and audit trails for content modifications
• Notification system for content updates and reviews

Integration Capabilities:

• Seamless integration with existing customer portal interface
• Real-time content updates without system downtime
• Mobile-responsive content management for field updates

5. Major Steps Involved

CSO Manager - FAQ Management Flow:

1. Navigate to Admin Panel > FAQ Management from main dashboard
2. Click "Add FAQ" button to create new frequently asked question
3. Enter question text in designated field with character count validation
4. Select appropriate category from dropdown (Payments, Service Issues, etc.)
5. Choose target utility service (Water, Electric, Gas) from service selector
6. Set display order number for question prioritization
7. Toggle active/inactive status for immediate visibility control
8. Save FAQ and view confirmation message with auto-generated ID
9. Use search bar to locate existing FAQs for editing or management
10. Filter FAQs by category or utility service for bulk operations
11. Edit existing FAQs by clicking edit icon and modifying content
12. Delete FAQs using delete icon with confirmation dialog

CSO Manager - Tips Management Flow:

1. Access Admin Panel > Tips & Guidance Management section
2. Click "Add Tip" to create new customer guidance content
3. Select appropriate icon from predefined icon library
4. Enter tip title with 50-character limit validation
5. Write detailed quick summary explaining the tip's value
6. Associate tip with specific utility service using dropdown selector
7. Set initial helpful count if migrating from existing system
8. Toggle active status to control tip visibility on customer portal
9. Preview tip appearance before publishing to customer interface
10. Save tip and receive system confirmation with tracking number
11. Monitor tip performance through helpful count analytics
12. Update or deactivate tips based on seasonal relevance or policy changes

Utility Administrator - Service Center Management Flow:

1. Navigate to Service Centers Management from administrative menu
2. Click "Add Service Center" to create new location entry
3. Enter service center name with standardized naming conventions
4. Input complete location address with street, city, state validation
5. Add contact phone number with format validation
6. Enter email address with domain verification for utility consistency
7. Select service center type (Main Office, Branch Office) from dropdown
8. Define area/premises coverage using geographic selector
9. Specify available services using multi-select checkbox interface
10. Set active status and operating hours for customer reference
11. Save service center information with automatic address geocoding
12. Use search and filter tools to manage existing service center database
13. Update service center details when locations change or expand services
14. Deactivate service centers temporarily or permanently as needed

6. Flow Diagram

7. Business Rules

Dashboard

KPIs

• Total FAQ's - display total Active FAQ count
• Total Tips - display total number of active tips count
• Active Categories - display the total number of active category FAQ

Content distribution by category

• display a bar grap with the nubmer of FAQ for the related category

Tips by Utility services

• Display a pie chart for showing the number of Tips added in the system for different utility services

Top FAQ's

• Display the top 5 performing FAQ with the helpfull ness count

Top Tips

• Display the top 5 performing Tips with the helpfull ness count

Faq management

Listview

• Sr no
• Question
• Category
• Utility
• helpfull count
• Status
• Action (View, edit, delete)

Search

• Search by question

Filter

• Filter by, category, utility , status

Add form

• Question - Text field
• Answer - text field
• Utility - multiselect dropdown
• Category - dropdown - value (Billing, Services, Account, Usage, emergency)
• Status - (Active , inactive)

Prefilled data

• There should be prefilled questions while creating a utility
• below are category wise questions

Billing

1. Q: How can I view my latest utility bill?
   A: You can view your latest bill by logging into your account on the consumer portal or mobile app.
   Utility Service: Water, Electricity, Gas
   Category: Billing
2. Q: What payment methods are accepted for my bill?
   A: You can pay via credit/debit card, net banking, UPI, wallet, or at walk-in centers.
   Utility Service: Water, Electricity, Gas
   Category: Billing
3. Q: Can I pay my bill in installments?
   A: Installment options may be available for large outstanding amounts. Please contact customer support.
   Utility Service: Water, Electricity
   Category: Billing
4. Q: Why is my bill amount higher this month?
   A: High consumption, seasonal usage, rate changes, or estimated billing may lead to higher bills.
   Utility Service: Water, Electricity, Gas
   Category: Billing
5. Q: How can I download past bills?
   A: Log in to your consumer account, go to the "Billing History" section, and download any past bills.
   Utility Service: Water, Electricity, Gas
   Category: Billing
6. Q: What happens if I miss the payment due date?
   A: A late fee may apply, and prolonged non-payment could lead to service disconnection.
   Utility Service: Water, Electricity, Gas
   Category: Billing
7. Q: Can I receive my bill via email or SMS?
   A: Yes, you can opt for digital bills via SMS or email in your account settings.
   Utility Service: Water, Electricity, Gas
   Category: Billing
8. Q: How is my bill calculated?
   A: Your bill is based on consumption, fixed charges, taxes, and other applicable surcharges.
   Utility Service: Water, Electricity, Gas
   Category: Billing
9. Q: Can I apply for bill corrections if I find an error?
   A: Yes, you can raise a billing dispute through the portal or customer care.
   Utility Service: Water, Electricity, Gas
   Category: Billing
10. Q: Is there any discount for senior citizens?
    A: Some utilities offer concessions for senior citizens. Check eligibility and apply online.
    Utility Service: Electricity, Water
    Category: Billing

Services

1. Q: How can I raise a service request?
   A: You can raise service requests via the consumer portal or mobile app under the "Service Requests" section.
   Utility Service: Water, Electricity, Gas
   Category: Services
2. Q: What services can I request online?
   A: You can request new connections, disconnection, meter change, repairs, and more.
   Utility Service: Water, Electricity, Gas
   Category: Services
3. Q: How can I track the status of my service request?
   A: Log into your account and go to the "My Requests" section to track status and updates.
   Utility Service: Water, Electricity, Gas
   Category: Services
4. Q: How long does it take to get a new connection?
   A: New connections usually take 5–15 working days depending on documentation and field inspection.
   Utility Service: Water, Electricity, Gas
   Category: Services
5. Q: Is there a charge for service visits?
   A: Some visits (e.g., reconnection or technical issues) may be chargeable as per tariff rules.
   Utility Service: Water, Electricity, Gas
   Category: Services
6. Q: Can I request a meter relocation?
   A: Yes, you can raise a relocation request online with a valid reason and supporting documents.
   Utility Service: Electricity, Water
   Category: Services
7. Q: Can I cancel or reschedule my service request?
   A: Yes, you can cancel or reschedule through your dashboard before the technician visit.
   Utility Service: Water, Electricity, Gas
   Category: Services
8. Q: Do I need to be present during service visits?
   A: For safety and access, your presence or that of an authorized person is required.
   Utility Service: Water, Electricity, Gas
   Category: Services
9. Q: What is the charge for a new meter installation?
   A: Meter charges vary based on utility type and load; check the service tariff schedule.
   Utility Service: Water, Electricity, Gas
   Category: Services
10. Q: How can I update a wrong service request?
    A: You can raise a new request or call customer care to rectify the incorrect request.
    Utility Service: Water, Electricity, Gas
    Category: Services

Account

1. Q: How do I register for an online utility account?
   A: Visit the portal/app, click on 'Register', and follow the steps with your account or connection ID.
   Utility Service: Water, Electricity, Gas
   Category: Account
2. Q: I forgot my password. How can I reset it?
   A: Click on ‘Forgot Password’ on the login page and follow the instructions to reset.
   Utility Service: Water, Electricity, Gas
   Category: Account
3. Q: Can I add multiple connections to my account?
   A: Yes, you can link multiple connections using their account numbers from the dashboard.
   Utility Service: Water, Electricity, Gas
   Category: Account
4. Q: How do I update my phone number or email ID?
   A: Go to your profile settings and update your contact details.
   Utility Service: Water, Electricity, Gas
   Category: Account
5. Q: How can I change my billing address?
   A: Raise an address change request with supporting documents in your account settings.
   Utility Service: Water, Electricity, Gas
   Category: Account
6. Q: How do I deactivate my account?
   A: Submit a disconnection request and once the service is closed, your account will be deactivated.
   Utility Service: Water, Electricity, Gas
   Category: Account
7. Q: Can I view my usage and bill history in my account?
   A: Yes, you can access your entire usage, payment, and bill history from your account dashboard.
   Utility Service: Water, Electricity, Gas
   Category: Account
8. Q: Can I manage someone else's account, like my parents'?
   A: You can request access to linked accounts with their permission or shared credentials.
   Utility Service: Water, Electricity, Gas
   Category: Account
9. Q: Can I receive alerts for my account activity?
   A: Yes, enable notifications in your profile settings to get alerts for bills, usage, and updates.
   Utility Service: Water, Electricity, Gas
   Category: Account
10. Q: How secure is my utility account information?
    A: We follow standard data protection policies and encryption for all account data.
    Utility Service: Water, Electricity, Gas
    Category: Account

Usage

1. Q: How can I check my daily consumption?
   A: You can check daily, weekly, or monthly usage charts from your portal dashboard.
   Utility Service: Water, Electricity, Gas
   Category: Usage
2. Q: What is the average consumption for a household?
   A: It varies by family size and appliances. Electricity: 150–300 kWh/month, Water: 15–25 KL/month.
   Utility Service: Water, Electricity
   Category: Usage
3. Q: How can I reduce my utility usage?
   A: Use energy-efficient appliances, fix leaks, turn off unused devices, and monitor usage.
   Utility Service: Water, Electricity, Gas
   Category: Usage
4. Q: How often is my meter read?
   A: Meters are read monthly or bi-monthly based on your service plan.
   Utility Service: Water, Electricity, Gas
   Category: Usage
5. Q: Can I compare my usage with neighbors?
   A: Yes, the portal may provide anonymized comparisons to help track performance.
   Utility Service: Water, Electricity
   Category: Usage
6. Q: Why is my usage unusually high this month?
   A: Seasonal changes, leaks, faulty appliances, or human error can increase usage.
   Utility Service: Water, Electricity, Gas
   Category: Usage
7. Q: Do I get alerts for high usage?
   A: Yes, you can set usage thresholds and receive alerts via SMS/email.
   Utility Service: Water, Electricity, Gas
   Category: Usage
8. Q: Can I get a usage report for the last 12 months?
   A: Yes, detailed reports are available in your account under "Usage Reports".
   Utility Service: Water, Electricity, Gas
   Category: Usage
9. Q: What unit is usage measured in?
   A: Electricity: kWh, Water: kiloliters (KL), Gas: SCM or cubic meters.
   Utility Service: Water, Electricity, Gas
   Category: Usage
10. Q: Can I track usage by time of day?
    A: Yes, if you have a smart meter installed, you can view hourly/daily usage.
    Utility Service: Electricity, Gas
    Category: Usage

Emergency

1. Q: What should I do in case of a gas leak?
   A: Leave the area immediately, don’t use electrical devices, and call the gas emergency helpline.
   Utility Service: Gas
   Category: Emergency
2. Q: How do I report a power outage?
   A: Log in to your account or call the outage helpline to report and get updates.
   Utility Service: Electricity
   Category: Emergency
3. Q: Whom should I call for a burst water pipe?
   A: Call the 24x7 water emergency number or report through the app.
   Utility Service: Water
   Category: Emergency
4. Q: What is considered an emergency service?
   A: Gas leaks, electrical faults, burst pipes, and fire risks are emergency services.
   Utility Service: Water, Electricity, Gas
   Category: Emergency
5. Q: How fast is emergency support available?
   A: Response times vary but typically range from 30 minutes to 2 hours depending on severity.
   Utility Service: Water, Electricity, Gas
   Category: Emergency
6. Q: What safety tips should I follow during an outage?
   A: Unplug electronics, use flashlights, avoid opening refrigerators, and wait for official updates.
   Utility Service: Electricity
   Category: Emergency
7. Q: Is emergency service chargeable?
   A: Critical faults are usually free, but non-urgent emergency visits may be chargeable.
   Utility Service: Water, Electricity, Gas
   Category: Emergency
8. Q: Can I track the technician during emergency visits?
   A: Yes, you may receive real-time updates and technician contact once dispatched.
   Utility Service: Water, Electricity, Gas
   Category: Emergency
9. Q: Can I request emergency disconnection?
   A: Yes, in critical cases like fire risk, request immediate disconnection through helpline.
   Utility Service: Electricity, Gas
   Category: Emergency
10. Q: Will I be notified about emergency repair updates?
    A: Yes, you'll receive push notifications, SMS, or emails about repair status and timelines.
    Utility Service: Water, Electricity, Gas
    Category: Emergency

Tips Tab

Listview

• Sr no
• Title
• Utility servic
• helpfull count
• Ative

Search

• User can search by title

Filter

• Filter by utility service, Active status

Add Form

• title - text box
• quick summary - text box
• detail summary - text box
• Utility service
• select icon

Prefilled data

• There should be prefilled tips while creating a utility
• below are utility service wise Tips

Water Utility Tips

Electricity Utility Tips

Gas Utility Tips

Service center

Listview

• Sr no
• Name
• Location
• Contact
• type
• Area, sub area
• premises
• services
• active
• action (view, edit, delete)

Search

• User can search by name, location, premise

Filter

• Filter by - type, are, sub are, premise, services

Add form

• Name - text box
• City - drop down
• Address - text box
• Phone
• email
• service center type - dropdown with values main office, banch office, payment center, customer service center, technical support center
• Area - multi select base on the city
• sub area - multi select base on the area
• premise - multi select base on the sub area
• Clear all - clears selected premises
• select all - selects all premises
• Available service (checkboxes) - bill payment, disconnection, technical support, new connection, complaints, document collection

8. Sample Data

FAQ Sample Data:

FAQ 1:

- Question: "How do I pay my water bill?"

- Category: "Payments"

- Utility: "Water"

- Status: "Active"

- Order: 1

FAQ 2:

- Question: "What should I do if I have a water leak?"

- Category: "Service Issues"

- Utility: "Water"

- Status: "Active"

- Order: 2

Tips Sample Data:

Tips 1:

- Icon: Lightning bolt

- Title: "Quick Payment Setup"

- Summary: "Save time with auto-pay"

- Utility Service: "Water Service"

- Helpful Count: 23

- Active: Yes

Tips 2:

- Icon: Tracking symbol

- Title: "Service Request Tracking"

- Summary: "Monitor your requests"

- Utility Service: "Electric Service"

- Helpful Count: 18

- Active: Yes

Service Center Sample Data:

Service Center 1:

- Name: "Main Service Center"

- Location: "123 Main Street, Downtown"

- Phone: "+1-555-0101"

- Email: "main@utility.com"

- Type: "Main Office"

- Area: "North Zone - Building A1, Building A2"

- Services: "Bill Payment, New Connections, +1 more"

- Active: Yes

Service Center 2:

- Name: "North Branch"

- Location: "456 North Avenue, Northside"

- Phone: "+1-555-0102"

- Email: "north@utility.com"

- Type: "Branch Office"

- Area: "South Zone - Building E2"

- Services: "Bill Payment, Technical Support"

- Active: Yes

9. Acceptance Criteria

1. The system must display KPIs for Total FAQs, Total Tips, and Active Categories with real-time updates
2. The system must render content distribution bar chart and tips pie chart by utility services
3. The system must show top 5 performing FAQs and tips ranked by helpfulness count
4. 4. The system must display FAQ list view with search by question and filter by category, utility, status
5. 5. The system must require Question and Answer fields with Category dropdown (Billing, Services, Account, Usage, Emergency)
6. 6. The system must support multi-select utility dropdown and Active/Inactive status selection
7. 7. The system must provide View, Edit, Delete actions and validate unique questions within categories
8. the system should give pre define FAQ's
9. 8. The system must display Tips list view with search by title and filter by utility service, status
10. 9. The system must require Title, Quick Summary , Detail Summary with utility service and icon selection
11. 10. The system must include prefilled tip templates during utility creation
12. 11. The system must display service center list with search by name/location/premise and filter by type/area/services 12. The system must require Name, City, Address, Phone, Email with Service Center Type dropdown
13. 13. The system must implement cascading dropdowns (City→Area→Sub Area→Premise) with Select All/Clear All for premises
14. 14. The system must include Available Services checkboxes requiring at least one selection
15. 15. The system must provide View, Edit, Delete actions and validate unique names within cities

10. Process Changes

11. Impact from Solving This Problem

12. User Behavior Tracking

CSO Manager Tracking Plan:

Utility Administrator Tracking Plan:

Questions Answered by Event Tracking:

• Which types of content require the most frequent updates and maintenance?
• How effectively are different user roles utilizing the content management system?
• What search patterns indicate gaps in content organization or availability?
• How does improved content management impact overall customer portal engagement?
• What workflow bottlenecks exist in the content approval and publication process?
• Which content categories generate the most customer value based on usage analytics?

13. Wireframe

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