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staff to rely on external processes or technical teams to update critical customer-facing information, resulting in outdated content and poor customer experience.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

General Content Rules:KPIs

• AllTotal contentFAQ's must- havedisplay active/inactivetotal statusActive controlFAQ 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 visibilitythe managementrelated category

Tips by Utility services

• ContentDisplay changesa mustpie bechart reflectedfor showing the number of Tips added in customerthe portal within 5 minutes
• Search functionality must support partial text matching across all fields
• All content must be associated with at least one utility service type
• Content deletion requires confirmation dialog to prevent accidental removal

FAQ-Specific Rules:

• FAQ questions must be unique within each category to avoid duplication
• Question text limited to 200 characterssystem for optimal display
• Categories must be predefined and managed through system configuration
• Display order must be unique within each category (no duplicate ordering)
• FAQ answers support rich text formatting including links and basic styling

Tips & Guidance Rules:

• Tip titles must be unique across alldifferent utility services

Top FAQ's

• IconsDisplay mustthe 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 selectedprefilled fromquestions approvedwhile librarycreating 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 visualmy consistency
3. Helpfulbill?
   A: countYou 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 manuallyavailable setfor duringlarge creationoutstanding butamounts. becomesPlease read-onlycontact aftercustomer publicationsupport.
   Utility Service: Water, Electricity
   Category: Billing
4. QuickQ: summaryWhy limitedis my bill amount higher this month?
   A: High consumption, seasonal usage, rate changes, or estimated billing may lead to 500higher charactersbills.
   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 mobiledigital displaybills optimizationvia SMS or email in your account settings.
   Utility Service: Water, Electricity, Gas
   Category: Billing
8. Tips automatically become inactive after 12 months unless manually renewed

Service Center Rules: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
• ServiceQ: centerCan namesI mustapply befor uniquebill withincorrections eachif utilityI find an error?
  A: Yes, you can raise a billing dispute through the portal or customer care.
  Utility Service: Water, Electricity, Gas
  Category: Billing
• 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 arearequest?
   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. PhoneQ: numbersWhat mustservices followcan standardI utilityrequest formatonline?
   A: validationYou can request new connections, disconnection, meter change, repairs, and more.
   Utility Service: Water, Electricity, Gas
   Category: Services
3. EmailQ: addressesHow mustcan useI approvedtrack utilitythe domainstatus namesof 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. OperatingQ: hoursHow mustlong bedoes specifiedit intake standardto formatget 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 "Mon-FriUsage 8:00Reports".
   Utility AMService: 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 - 5:00text PM")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

Title	Quick Summary	Detail Summary	Icon
Fix Leaks Fast	Small leaks = big waste	A dripping faucet can waste up to 3000 gallons/year. Fix leaks immediately.	Alert Triangle
Smart Watering	Water lawns wisely	Water early morning or late evening to reduce evaporation and save water.	Clock
Install Low-Flow Fixtures	Use less water efficiently	Low-flow showerheads and faucets reduce usage without compromising experience.	Check Circle
Meter Monitoring	Track your usage	Monitor your meter weekly to detect unusual spikes that may indicate leaks.	Target
Rainwater Harvesting	Use nature’s gift	Collect rainwater to use for gardening or cleaning, reducing your consumption.	Lightbulb
Bill Shock Alert	Avoid surprises	Track your water bill trends to catch unusual increases and investigate early.	Info
Educate Family	Build awareness	Teach kids and others about closing taps properly and saving water daily.	Users
Shut-off Knowledge	Know where your valve is	Learn where your main shut-off valve is for emergencies or maintenance.	Help Circle
Seasonal Usage Check	Check after seasons	After summer or monsoon, assess if consumption patterns changed and why.	Clock
Quality Before Quantity	Focus on water quality	Ensure your home has proper filtration if your area faces water quality issues.	Shield

---

Electricity Utility Tips

Title	Quick Summary	Detail Summary	Icon
Use LED Bulbs	Save more with LEDs	LEDs use up to 80% less energy and last longer than traditional bulbs.	Lightbulb
Turn Off Appliances	Don’t leave devices idle	Devices on standby still consume power. Turn off completely when not in use.	Check Circle
Smart Meter Benefits	Track and manage better	If available, use smart meter data to optimize daily usage and cut costs.	Target
Peak Hour Awareness	Avoid usage at peak	Electricity rates can be higher during peak hours. Use heavy appliances off-peak.	Clock
AC Efficiency	Keep it optimal	Clean filters monthly and maintain 24–26°C for best energy efficiency.	Shield
Solar Power Option	Go green and save	Consider rooftop solar for long-term energy savings and lower bills.	Star
High Bill Alerts	Watch consumption spikes	Set alerts for sudden usage jumps to prevent bill shocks.	Alert Triangle
Appliance Upgrade	Use efficient devices	Look for 4–5 star rated appliances to reduce energy consumption.	Zap
Lighting Zones	Light where needed	Use separate switches for rooms and areas to avoid lighting unused spaces.	Help Circle
Track by Category	Understand usage breakdown	Use energy monitoring tools to see which appliances consume the most power.	Info

---

Gas Utility Tips

Title	Quick Summary	Detail Summary	Icon
Leak Safety First	Don’t ignore gas smell	Open windows, don’t use switches, and call emergency line immediately.	Alert Triangle
Use ISI Marked Burners	Go certified for safety	Always use ISI-certified gas burners to ensure safe and efficient operation.	Shield
Regular Maintenance	Service appliances yearly	Ensure gas stoves, heaters, and pipelines are checked annually by professionals.	Check Circle
Turn Off After Use	Always close valve	After using your gas stove, close the cylinder or main valve to prevent leakage.	Help Circle
Ventilation Matters	Let air circulate	Use gas appliances in well-ventilated areas to prevent CO build-up.	Info
Educate Household	Everyone must know basics	Teach family members how to detect leaks and emergency contact procedures.	Users
Gas Usage Tracker	Monitor refills smartly	Keep track of cylinder refills or pipe gas bills to monitor your usage trends.	Clock
Use Right Utensils	Match flame size	Use flat-bottom utensils and match pot size to flame for better efficiency.	Target
Avoid Overcooking	Plan your prep	Pre-prep ingredients to reduce gas usage during cooking.	Lightbulb
Emergency Numbers	Keep contacts handy	Always keep the emergency gas helpline number in visible places.	Star

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 determines- availabledropdown with values main office, banch office, payment center, customer service offeringscenter, andtechnical contactsupport prioritiescenter
• 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

Role-Based Access Rules:

• CSO Managers can create, edit, and delete content within their service areas
• Utility Administrators have full access to all content management functions
• Content creators cannot delete content created by users with higher permission levels
• All content changes create audit log entries with user identification and timestamp

Error Handling Rules:

• System must validate all required fields before allowing content save
• Duplicate content detection must provide clear error messages with suggested alternatives
• Network connectivity issues must preserve draft content with auto-save functionality
• Import errors must provide detailed feedback on specific validation failures
• Bulk operations must continue processing valid items when individual items fail validation

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 allowdisplay CSOKPIs Managersfor toTotal createFAQs, newTotal FAQsTips, and Active Categories with questionreal-time text, category selection, utility assignment, and display orderupdates
2. The system must provide search functionality across all FAQ questions with real-time filtering results
3. The system must enable editing of existing FAQrender content whiledistribution maintainingbar original creation metadata
4. The system must allow deletion of FAQs with confirmation dialogchart and audit trail logging
5. The system must support FAQ categorization with predefined category dropdown options
6. The system must enable Tips creation with icon selection, title, summary, and utility service association
7. The system must track and display helpful count metrics for each published tip
8. The system must allow toggling of active/inactive status for tips withpie immediate portal reflection
9. The system must provide service center creation with name, location, contact details, and service type
10. The system must validate phone number and email format for service center contact information
11. The system must support service center categorizationchart by type (Main Office, Branch Office)
12. The system must allow specification of service center coverage areas and availableutility services
3. The system must provideshow searchtop 5 performing FAQs and filtertips capabilities across all service centersranked by locationhelpfulness or typecount
4. 4. The system must ensuredisplay allFAQ contentlist changesview reflectwith insearch customerby portalquestion withinand 5filter minutesby category, utility, status
5. 5. The system must maintainrequire audit logs for all content creation, modification,Question and deletionAnswer activitiesfields with Category dropdown (Billing, Services, Account, Usage, Emergency)
6. 6. The system must preventsupport duplicatemulti-select FAQutility questionsdropdown withinand theActive/Inactive samestatus categoryselection
7. The7. system must validate required fields before allowing content save operations
18. The system must provide role-basedView, accessEdit, controlDelete foractions contentand managementvalidate functionsunique questions within categories
8. the system should give pre define FAQ's
9. 8. The system must supportdisplay bulkTips operationslist 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 contentpremises management efficiency
14. 14. The system must include Available Services checkboxes requiring at least one selection
15. 15. The system must provide errorView, handlingEdit, withDelete clearactions userand feedbackvalidate forunique validationnames failureswithin cities

10. Process Changes

Process Area	From	To	Impact
FAQ Updates	Manual requests to IT team with 2-3 day turnaround time	Self-service FAQ management with immediate updates	85% reduction in update cycle time
Content Approval	Email-based approval workflow taking 1-2 weeks	Integrated approval system with 24-hour SLA	70% faster content approval process
Service Center Updates	Phone calls to multiple departments for location changes	Centralized service center management portal	60% reduction in coordination effort
Customer Information Quality	Outdated information leading to 20% misdirected inquiries	Real-time content management ensuring current information	90% improvement in information accuracy
Seasonal Content Management	Manual quarterly content reviews with inconsistent updates	Proactive content management with expiration tracking	75% improvement in content relevance
Customer Self-Service Adoption	40% adoption rate due to poor content quality	Enhanced adoption through improved content management	25% increase in self-service usage
Support Ticket Volume	High volume of basic inquiries due to poor self-service content	Reduced ticket volume through comprehensive FAQ management	30% reduction in basic inquiry tickets
Content Analytics	No visibility into content effectiveness	Comprehensive analytics on content usage and helpfulness	100% improvement in content optimization capability

11. Impact from Solving This Problem

Metric Category	Improvement Description
Customer Experience	Customers access current, accurate information 24/7 through improved self-service portal with up-to-date FAQs, tips, and service center details
Operational Efficiency	Staff productivity increases by 40% through elimination of manual content update processes and reduced dependency on IT teams
Response Time	Content update cycles reduce from 2-3 days to immediate updates, improving customer information accuracy and service quality
Cost Reduction	Administrative overhead decreases by 60% through automated content management workflows and reduced manual coordination
Self-Service Adoption	Customer portal usage increases by 25% due to improved content quality and relevance, reducing call center volume
Content Quality	Information accuracy improves by 90% through real-time content management and systematic update processes
Staff Satisfaction	Employee efficiency increases through intuitive content management tools and reduced manual administrative tasks
Customer Satisfaction	Customer service ratings improve through consistent access to helpful, current information and reduced wait times

12. User Behavior Tracking

CSO Manager Tracking Plan:

Metric	Event	Properties	Insights Goal
Content Creation Rate	content_created	content_type, category, utility_service, user_id	How frequently are managers updating customer-facing content?
Content Update Frequency	content_updated	content_id, content_type, field_changed, update_reason	Which content requires the most maintenance and why?
Search Usage	content_search_performed	search_term, content_type, results_count	What content are managers looking for most often?
Content Performance Monitoring	content_analytics_viewed	content_type, time_period, metrics_accessed	How actively are managers monitoring content effectiveness?

Utility Administrator Tracking Plan:

Metric	Event	Properties	Insights Goal
Bulk Operations Usage	bulk_operation_performed	operation_type, items_count, success_rate	How efficiently are administrators managing large content sets?
System Configuration Changes	admin_setting_changed	setting_type, old_value, new_value	What system-level adjustments are needed for optimal content management?
User Permission Management	permission_granted/revoked	target_user, permission_type, content_area	How is content management access being distributed across the organization?
Content Quality Audits	content_audit_completed	audit_type, issues_found, resolution_time	What content quality issues are most common and how quickly are they resolved?

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