Settings (CIS01US07)
1. Problem Statement
User Roles Identified
- Utility Administrator - Responsible for system configuration and business rule management
- CSO Manager - Oversees customer service operations and complaint resolution processes
Pain Points by User Role
Utility Administrator:
- Cannot establish standardized service categories and subcategories for consistent classification
- Unable to define SLA parameters for different service types, leading to unclear response expectations
- Lacks ability to configure complaint hierarchies and escalation rules
- Cannot set up automated routing based on service/complaint types
- Missing tools to establish performance benchmarks and reporting categories
CSO Manager:
- Cannot ensure consistent service categorization across different customer touchpoints
- Unable to monitor SLA compliance without predefined service level agreements
- Lacks visibility into complaint resolution timelines and escalation triggers
- Cannot establish priority levels for different types of customer issues
- Missing standardized workflow processes for complaint handling
Core Problem
The system lacks a comprehensive configuration module for defining service and complaint categories, subcategories, and associated SLA parameters, resulting in inconsistent customer service delivery, unclear response expectations, and inability to effectively monitor and manage service performance.
2. Who Are the Users Facing the Problem?
Utility Administrator
- Primary system administrator responsible for configuring business rules and operational parameters
- Manages service definitions, categorization hierarchies, and SLA configurations
- Ensures system alignment with utility's customer service policies
CSO Manager
- Customer service operations leader who defines service standards and complaint handling processes
- Monitors service performance against established SLAs
- Requires visibility into service categories for performance analysis and reporting
Access Requirements:
- Utility Administrator: Full configuration access with ability to create, modify, and delete categories and SLAs
- CSO Manager: View access to configurations with ability to suggest modifications and monitor performance
3. Jobs To Be Done
For Utility Administrator: When I need to establish standardized service and complaint categorization across the utility, but I cannot define hierarchical categories with associated SLA parameters and routing rules, help me create a comprehensive configuration system that allows me to set up service taxonomies with performance expectations, so that I can ensure consistent service delivery and enable effective performance monitoring.
For CSO Manager: When I need to monitor and manage customer service performance against defined standards, but I lack predefined service categories and SLA benchmarks to measure against, help me access configured service definitions with clear performance indicators and escalation rules, so that I can effectively oversee service quality and ensure timely resolution of customer issues.
4. Solution
Comprehensive Service and Complaints Configuration System
Configuration Management Capabilities:
- Hierarchical category and subcategory creation with unlimited nesting levels
- SLA definition with multiple time-based parameters (response, resolution, escalation)
- Priority level assignment with automatic routing rules
Service Category Management:
- Predefined templates for common utility services (billing, meter reading, repairs)
- Custom category creation with business rule associations
- Category status management (active, inactive, archived)
SLA Configuration Engine:
- Multi-tier SLA definitions (standard, priority, emergency)
- Time-based parameters with business hours consideration
- Escalation rules with role-based notifications
Complaint Handling Framework:
- Complaint severity classification system
- Automatic assignment rules based on category and priority
- Resolution tracking with milestone notifications
Audit and Compliance:
- Configuration change logging with user attribution
- Compliance reporting for regulatory requirements
- Historical configuration versioning
User Interface Design:
- Intuitive drag-and-drop category hierarchy builder
- Template-based SLA configuration wizard
- Real-time validation and conflict detection
5. Major Steps Involved
Utility Administrator Flow
Initial Configuration Setup:
SLA Management Process:
- Access SLA Configuration module from main menu
- Select service category for SLA definition
- Choose SLA template or create custom SLA
- Define time parameters (business hours, response window)
- Set escalation triggers and notification recipients
- Configure performance metrics and reporting parameters
- Test SLA calculations with sample scenarios
- Publish SLA and notify relevant stakeholders
CSO Manager Flow
Performance Monitoring Process:
- Access Service Performance Dashboard
- Filter by service category, time period, or department
- Review SLA compliance metrics and trending data
- Drill down into specific service categories for detailed analysis
- Identify performance gaps and improvement opportunities
- Generate reports for management review
- Provide feedback to Utility Administrator for configuration adjustments
Category Usage Analysis:
6. Flow Diagram
7. Business Rules
General rules
- there will be 2 tabs services and comaplaints
- each tab has 2 sub tabs
- services have 2 sub tabs - categories and Service configuration
- complaints have 2 tabs - categories and complaints type
Service Categories Screen
Category Hierarchy Rules:
- Categories can have multiple subcategories underneath them
- Each category shows total count of subcategories (e.g., "3 subcategories", "2 subcategories")
- Categories can be expanded/collapsed using arrow indicators
- Active/Inactive toggle available for each category and subcategory
Category Management Rules:
- New categories can be added using "Add New Category" form
- Category Name field is required for new category creation
- Categories can be imported using "Import Categories" function
- Individual subcategories can be deleted using trash icon
- Category can be deleted
- category and sub category can be edited
- All categories and subcategories have Active/Inactive status control
Service Configuration Screen
Services List Display Rules:
- Each service must display: Service Name, Code, Category, Subcategory, Status, SLA Response time, Priority, and Actions
- Service codes follow format: [Category Prefix]-[Type]-[Number] (e.g., WC-NEW-001, BP-PROC-001, LR-EMRG-001)
- Status can only be "Active" (displayed as blue badge)
- Priority levels: High (blue), Normal (light blue), Critical (red)
- SLA Response times displayed in hours format (e.g., "24 hrs", "4 hrs", "2 hrs")
- Actions column provides access to service management options
Search and Filter Rules:
- Search functionality allows filtering by service name or service code
- Filters and Export options are available for list management
- Search is case-insensitive and supports partial matching
Create New Service Form
Required Fields:
- Service Name: Required field with placeholder "e.g., New Water Connection"
- Service Code: Required field with placeholder "e.g., WC-NEW-001"
- Service Description: Required multiline text field for detailed process, requirements, and outcomes
Service Classification:
- Service Category: Required dropdown selection from existing categories
- Service Subcategory: Required dropdown selection (dependent on category selection)
- Subcategory dropdown is populated based on selected category
Service Configuration:
- Priority Level: Dropdown selection (default: Normal)
- Service Fee: Optional numeric field for fee amount
- Response Time (hours): Required numeric field (default: 24)
- Resolution Time (hours): Required numeric field (default: 72)
Workflow Configuration:
- Field Work Required: Toggle switch to indicate if field team assignment needed
- Customer Notification: Dropdown to select notification template (default: Email Template)
- Availability Settings: Dropdown selection (default: 24/7 Availability)
Form Actions:
Validation Rules:
- Response Time must be less than or equal to Resolution Time
- Numeric fields only accept positive integers
- Service Code must be unique across all services
- Category and Subcategory selections are mandatory before service creation
- Categories cannot be dublicate and sub categories cannot be dubliacte for same category.
Complaint Categories Business Rules
Category Management
- Users can create new complaint categories through "Add New Category" functionality
- Category names are required and must be entered in the text field
- Categories can be imported from external sources via "Import Categories" option
- Categories can be searched using the search functionality
- Categories have an active/inactive status toggle
Category Hierarchy
- Categories are organized in a hierarchical structure with main categories and subcategories
- Main categories show the number of subcategories (e.g., "3 subcategories")
- Categories can be expanded/collapsed to view subcategories
- Each category and subcategory has an individual active/inactive toggle
- Subcategories can be added using the "+" button next to each main category
Complaint Types Business Rules
Type Management
- Users can add new complaint types via "Add New Complaint Type" button
- Complaint types can be searched by name or code
- Results can be filtered using the "Filters" option
- Each complaint type displays: Type Name, Code, Category, Subcategory, Status, Severity, Response Time, Actions
Create New Complaint Type Business Rules
Basic Information Requirements
- Complaint Type Name: Required field (example: "Water Pressure Issue")
- Type Code: Required field (example: "WP-PRES-001")
- Description: Optional field for detailed complaint definition for staff reference
Complaint Classification Requirements
- Complaint Category: Must be selected from dropdown (required)
- Complaint Subcategory: Must be selected from dropdown (required, dependent on category selection)
- Severity Level: Must be selected from dropdown with "Medium" as default option
Resolution Configuration Requirements
- Acknowledgment Time: Required field in hours (default: 2 hours)
- Response Time: Required field in hours (default: 8 hours)
- Resolution Time: Required field in hours (default: 48 hours)
- Customer Update Frequency: Must be selected from dropdown (default: "Daily Updates")
Closure Requirements
- Customer Confirmation Required: Radio button selection (Yes/No) - "Yes" is default
- Description: "Require customer confirmation before closing complaint"
- Quality Assurance Review: Radio button selection (Yes/No) - "No" is default
- Description: "Require QA review before complaint closure"
Form Actions
- Cancel: Discards all entered information and closes the form
- Create Complaint Type: Saves the new complaint type with all entered information
Validation Rules
- All required fields must be completed before complaint type can be created
- Type codes should follow a consistent naming convention
- Time fields must contain numeric values representing hours
- Category and subcategory selections must be from active categories only
- Categories cannot be dublicate and sub categories cannot be dubliacte for same category.
8. Sample Data
Service Configuration Sample Data
Service Example 1: New Water Connection
- Service Name: New Water Connection
- Service Code: WC-NEW-001
- Service Description: Complete process for establishing new water service connection including site survey, meter installation, and service activation
- Service Category: Connection Services
- Service Subcategory: New Installations
- Priority Level: Normal
- Service Fee: $150.00
- Response Time: 24 hours
- Resolution Time: 72 hours
- Field Work Required: Yes
- Customer Notification: Email Template
- Business Hours Only: Yes
Service Example 2: Service Line Repair
- Service Name: Service Line Repair
- Service Code: SL-REP-001
- Service Description: Emergency and scheduled repairs for water service line issues including leaks, breaks, and pressure problems
- Service Category: Maintenance Services
- Service Subcategory: Emergency Repairs
- Priority Level: High
- Service Fee: No charge
- Response Time: 4 hours
- Resolution Time: 24 hours
- Field Work Required: Yes
- Customer Notification: SMS Template
- Business Hours Only: No
Service Example 3: Meter Reading Issue
- Service Name: Meter Reading Issue
- Service Code: MR-ISS-001
- Service Description: Investigation and resolution of meter reading discrepancies, access issues, and consumption anomalies
- Service Category: Billing Support
- Service Subcategory: Meter Issues
- Priority Level: Normal
- Service Fee: No charge
- Response Time: 48 hours
- Resolution Time: 120 hours
- Field Work Required: Yes
- Customer Notification: Email Template
- Business Hours Only: Yes
Complaint Types Configuration Sample Data
Complaint Example 1: Water Pressure Issue
- Complaint Type Name: Water Pressure Issue
- Type Code: WP-PRES-001
- Description: Complaints related to low water pressure, inconsistent flow, or complete loss of pressure in customer premises
- Complaint Category: Service Quality
- Complaint Subcategory: Pressure Issues
- Severity Level: Medium
- Acknowledgment Time: 2 hours
- Response Time: 8 hours
- Resolution Time: 48 hours
- Customer Update Frequency: Daily Updates
- Customer Confirmation Required: Yes
- Quality Assurance Review: No
Complaint Example 2: Water Quality Concern
- Complaint Type Name: Water Quality Concern
- Type Code: WQ-QUAL-001
- Description: Customer complaints regarding water taste, odor, color, or suspected contamination requiring immediate investigation
- Complaint Category: Health & Safety
- Complaint Subcategory: Water Quality
- Severity Level: High
- Acknowledgment Time: 1 hour
- Response Time: 4 hours
- Resolution Time: 24 hours
- Customer Update Frequency: Bi-Daily Updates
- Customer Confirmation Required: Yes
- Quality Assurance Review: Yes
Complaint Example 3: Billing Dispute
- Complaint Type Name: Billing Dispute
- Type Code: BD-DISP-001
- Description: Customer disputes regarding billing accuracy, charges, fees, or payment processing issues requiring investigation
- Complaint Category: Financial
- Complaint Subcategory: Billing Issues
- Severity Level: Medium
- Acknowledgment Time: 4 hours
- Response Time: 24 hours
- Resolution Time: 120 hours
- Customer Update Frequency: Weekly Updates
- Customer Confirmation Required: No
- Quality Assurance Review: Yes
Complaint Example 4: Service Interruption
- Complaint Type Name: Service Interruption
- Type Code: SI-INT-001
- Description: Unexpected loss of water service affecting customer property requiring immediate response and restoration
- Complaint Category: Service Delivery
- Complaint Subcategory: Outages
- Severity Level: Critical
- Acknowledgment Time: 30 minutes
- Response Time: 2 hours
- Resolution Time: 8 hours
- Customer Update Frequency: Hourly Updates
- Customer Confirmation Required: Yes
- Quality Assurance Review: No
Service Categories and Subcategories
Service Categories:
- Connection Services
- New Installations
- Reconnections
- Service Upgrades
- Disconnections
- Maintenance Services
- Emergency Repairs
- Scheduled Maintenance
- Preventive Services
- System Upgrades
- Billing Support
- Meter Issues
- Payment Problems
- Account Adjustments
- Rate Inquiries
Complaint Categories:
- Service Quality
- Pressure Issues
- Flow Problems
- Service Reliability
- Response Time
- Health & Safety
- Water Quality
- Contamination Concerns
- Safety Incidents
- Health Risks
- Financial
- Billing Issues
- Payment Disputes
- Fee Challenges
- Refund Requests
- Service Delivery
- Outages
- Scheduled Interruptions
- Communication Issues
- Staff Conduct
Configuration Options
Priority Levels: Low, Normal, High, Critical, Emergency
Severity Levels: Low, Medium, High, Critical
Customer Update Frequency: No Updates, Daily Updates, Bi-Daily Updates, Weekly Updates, Hourly Updates, Real-time Updates
Notification Templates: Email Template - New Connection, Email Template - Emergency Response, Email Template - Meter Investigation, SMS Template - Emergency Response, SMS Template - Appointment Reminder, Email Template - Complaint Acknowledgment
Field Team Types: Installation Team, Emergency Response Team, Meter Services Team, Maintenance Crew, Quality Assurance Team, Customer Service Field Team
9. Acceptance Criteria
- The system must allow Utility Administrators to create service categories with hierarchical subcategories up to 5 levels deep
- The system must enable configuration of unique SLA parameters for each service category including response time, resolution time, and escalation time
- The system must support both business hours and 24/7 time calculations for SLA parameters
- The system must validate that response time is always less than resolution time during SLA configuration
- The system must prevent creation of duplicate category names within the same hierarchical level
- The system must allow assignment of priority levels (Low, Standard, High, Critical, Emergency) to service categories
- The system must enable configuration of automatic routing rules based on service category and priority
- The system must support complaint severity classification with associated escalation workflows
- The system must provide template-based SLA configuration for common utility service types
- The system must maintain audit logs of all configuration changes with user identification and timestamps
- The system must allow deactivation of categories without deletion to preserve historical data
- The system must validate for circular references when creating category hierarchies
- The system must support bulk import of service categories and SLA configurations via CSV/Excel files
- The system must enable real-time performance monitoring against configured SLAs
- The system must generate alerts when SLA thresholds are approaching or breached
- The system must allow CSO Managers to view all configurations with read-only access
- The system must support configuration of business hours for accurate SLA calculations
- The system must enable notification setup for escalation triggers with role-based recipients
- The system must provide search and filter capabilities for managing large numbers of categories
- The system must allow configuration backup and restore functionality for disaster recovery
10. Process Changes
Current Process | New Process | Impact Analysis | Improvement Metric |
|---|---|---|---|
From: Manual service categorization by individual CSRs based on personal judgment | To: Standardized category selection from predefined hierarchical structure | Eliminates inconsistency in service classification and improves reporting accuracy | 75% reduction in miscategorized service requests |
From: Ad-hoc response times based on staff availability and workload | To: Automated SLA tracking with defined response and resolution timeframes | Provides clear performance expectations and enables proactive management | 40% improvement in average response time |
From: Manual escalation decisions made by supervisors based on experience | To: Automated escalation triggers based on configured time thresholds and severity | Ensures consistent escalation process and prevents service delays | 60% reduction in missed escalation opportunities |
From: Complaint severity determined subjectively during customer interaction | To: Structured severity classification using predefined criteria and categories | Standardizes complaint handling and ensures appropriate resource allocation | 50% improvement in complaint resolution accuracy |
From: Performance reporting based on manual data compilation from multiple sources | To: Automated performance dashboards using configured SLA metrics | Provides real-time visibility into service performance and trends | 80% reduction in reporting preparation time |
From: Service routing based on current staff availability without consideration of expertise | To: Intelligent routing based on category-specific skills and department assignments | Improves first-contact resolution and reduces transfer rates | 35% increase in first-call resolution rate |
From: No standardized approach for new service type introduction | To: Systematic configuration process for new categories with SLA definition | Enables rapid deployment of new service offerings with proper performance tracking | 90% faster new service type implementation |
11. Impact from Solving This Problem
Impact Category | Metric | Improvement Description |
|---|---|---|
Operational Efficiency | Service Request Processing Time | 30% reduction in average processing time through standardized categorization and automated routing |
Customer Satisfaction | First Contact Resolution Rate | 35% increase due to improved service routing and clear resolution processes |
Performance Monitoring | SLA Compliance Rate | 50% improvement in meeting service level agreements through proactive tracking and escalation |
Staff Productivity | Time Spent on Administrative Tasks | 40% reduction in manual categorization and routing decisions |
Service Quality | Consistency Score | 80% improvement in service delivery consistency across different channels and staff |
Regulatory Compliance | Audit Preparation Time | 70% reduction in time required for regulatory reporting and compliance documentation |
Customer Communication | Response Time Predictability | 90% improvement in ability to provide accurate response time estimates to customers |
Resource Utilization | Staff Workload Distribution | 25% better balance of workload through intelligent routing and priority management |
Data Quality | Service Classification Accuracy | 75% improvement in accurate service categorization for reporting and analysis |
Cost Management | Operational Cost per Service Request | 20% reduction through improved efficiency and reduced rework |
12. User Behavior Tracking
Utility Administrator Tracking Plan
Event | Properties | Metric Purpose | Key Questions Answered |
|---|---|---|---|
| category_type, hierarchy_level, department, user_id, timestamp | Track configuration activity and system adoption | How actively are administrators using the configuration system? Which types of categories are most commonly created? |
| category_id, response_time, resolution_time, priority_level, user_id | Monitor SLA setup patterns and complexity | What are typical SLA parameters being set? Are administrators following best practices? |
| change_type, category_id, old_value, new_value, user_id | Track system evolution and change patterns | How frequently are configurations being updated? What triggers configuration changes? |
| template_type, category_id, customization_level, user_id | Measure template effectiveness and usage | Which templates are most valuable? How much customization is required? |
| error_type, field_name, error_message, user_id | Identify usability issues and training needs | What configuration errors are most common? Where do users need additional guidance? |
CSO Manager Tracking Plan
Event | Properties | Metric Purpose | Key Questions Answered |
|---|---|---|---|
| dashboard_type, filter_applied, time_range, user_id | Monitor engagement with performance monitoring tools | How frequently do managers review service performance? Which metrics are most important? |
| category_id, breach_type, resolution_action, user_id | Track response to performance issues | How quickly do managers respond to SLA breaches? What actions are most effective? |
| category_id, analysis_type, insights_generated, user_id | Measure analytical usage and decision-making | Which service categories require most analysis? What insights drive operational changes? |
| feedback_type, category_id, suggestion_details, user_id | Track improvement suggestions and system evolution | What configuration improvements are most requested? How does user feedback influence system development? |
| report_type, time_period, categories_included, export_format | Monitor reporting usage and requirements | What reports are most valuable? How is performance data being shared and used? |
System Performance Tracking
Event | Properties | Metric Purpose | Key Questions Answered |
|---|---|---|---|
| category_id, auto_assigned, manual_override, processing_time | Measure categorization effectiveness | How well is automatic categorization working? Where do users override system suggestions? |
| milestone_type, category_id, time_to_milestone, on_time_status | Track SLA performance | Are configured SLAs realistic and achievable? Which categories consistently miss targets? |
| trigger_type, category_id, escalation_level, response_time | Monitor escalation effectiveness | Are escalation rules appropriate? Do escalations improve resolution times? |
| category_id, assigned_to, routing_rule_used, override_applied | Evaluate routing intelligence | How effective is automated routing? When do supervisors need to intervene? |
Insights and Decision Making
These tracking events will help answer critical business questions:
- Configuration Effectiveness: Are the configured categories and SLAs improving actual service delivery?
- User Adoption: How quickly and completely are staff adopting the new standardized processes?
- System Optimization: Which configurations need adjustment based on actual performance data?
- Training Needs: Where do users struggle most with the new system?
- Business Impact: Can we quantify the improvement in customer satisfaction and operational efficiency?
- Scalability: How well does the configuration system handle growth in service types and complexity?
- Compliance: Are we meeting regulatory requirements more effectively with structured processes?
13. Wireframe
https://preview--utility-compass-flow-13.lovable.app/consumers/new-application
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