In-App Notification System

1. Problem Statement

User Role: Residential Water Customer

The primary user facing this problem is the residential water customer who relies on the consumer self-service portal to manage their utility account and stay informed about important account activities.

Pain Points:

Lack of Real-time Awareness: Customers are unaware of critical account activities such as bill generation, payment processing, service appointments, or emergency notifications until they manually check their account or receive physical mail
Missed Important Communications: Critical information like service disruptions, payment due dates, or high usage alerts go unnoticed, leading to service interruptions or unexpected charges
Reactive Account Management: Without proactive notifications, customers can only react to issues after they become problems (late fees, service disconnections, missed appointments)
Information Fragmentation: Customers receive some notifications via email, others via SMS, and miss system-generated alerts entirely, creating an inconsistent communication experience
No Notification History: Once customers see or miss a notification, there's no centralized place to review past communications or verify what notifications were sent

Core Problem:

The absence of a comprehensive notification system in the consumer self-service portal leaves customers uninformed about critical account activities, resulting in missed payments, service disruptions, and poor customer experience. This creates additional workload for customer service representatives and reduces overall customer satisfaction with utility services.

2. Who Are the Users Facing the Problem?

Primary User: Residential Water Customer

Homeowners and renters who receive water utility services
Responsible for managing their utility account, payments, and service requests
Access the self-service portal to view bills, make payments, and manage account information
Need timely information about account activities to make informed decisions

Secondary Stakeholders:

Customer Service Representatives (who handle calls from uninformed customers)
Billing Department (affected by missed payment notifications)
Field Operations (impacted by missed appointment notifications)

3. Jobs To Be Done

For Residential Water Customer: When I need to stay informed about all activities related to my utility account, But I currently have no way to receive real-time notifications about bill generation, payment confirmations, service appointments, usage alerts, or emergency communications through the self-service portal, Help me receive comprehensive, timely notifications directly within the portal with the ability to view notification history and mark items as read, So that I can proactively manage my account, avoid service disruptions, and make informed decisions about my water service.

For Customer Service Representative: When I need to provide excellent customer service, But I spend significant time explaining account activities and statuses to customers who weren't properly notified, Help me ensure customers receive all relevant notifications through their preferred portal, So that I can focus on complex issues rather than basic account status inquiries.

4. Solution

Comprehensive In-Portal Notification System

A robust notification center within the consumer self-service portal that provides real-time alerts, comprehensive notification history, and intuitive management capabilities.

Key Capability Areas:

1. Real-time Notification Delivery

Instant push notifications for critical account activities
Browser-based notifications when portal is active
Badge indicators showing unread notification counts

2. Comprehensive Notification Center

Centralized inbox for all account-related communications
Categorized notifications by type (billing, service, emergency, usage)
Search and filter capabilities for notification history

3. Notification Preferences Management

Granular control over notification types and delivery methods
Frequency settings for different notification categories
Opt-in/opt-out options for non-critical communications

4. Smart Notification Prioritization

Critical alerts highlighted with visual indicators
Automatic escalation for time-sensitive notifications
Grouped notifications for related activities

5. Interactive Notification Actions

Quick action buttons for common responses (pay bill, schedule appointment)
Direct links to relevant account sections
Acknowledgment tracking for important notices

6. Multi-channel Integration

Seamless integration with email and SMS preferences
Consistent messaging across all delivery channels
Unified delivery status tracking

7. Notification Analytics Dashboard

Read/unread status tracking
Delivery confirmation metrics
Customer engagement analytics for utility administrators

5. Major Steps Involved

For Residential Water Customer:

Initial Setup Flow:

Log into consumer self-service portal
Navigate to "Notification Preferences" in account settings
Review default notification categories (billing, service, emergency, usage alerts)
Select preferred delivery methods for each category
Set notification frequency preferences
Save preferences and receive confirmation

Daily Usage Flow:

Log into portal and see notification bell icon with unread count
Click notification center to view all notifications
Review notifications sorted by priority (critical, normal, informational)
Click on individual notifications to view full details
Mark notifications as read individually or in bulk
Use quick action buttons when available (pay bill, confirm appointment)
Access notification history through search and filter options

Notification Management Flow:

Access notification center from main navigation
Use filters to view specific notification types or date ranges
Search for specific notifications using keywords
Mark multiple notifications as read using bulk actions
Delete old notifications if desired
Update notification preferences as needed

For Customer Service Representative:

Access customer account in SMART360 system
View customer's notification delivery history
Verify which notifications were sent and delivered
Confirm customer's current notification preferences
Update preferences on behalf of customer if requested
Resend critical notifications if necessary

6. Flow Diagram

7. Business Rules

General Rules:

Notification messages

Service Request Notifications (In-App) - Service Alerts

Service Request Submitted - when service request is submitted
Your service request [#SR-10245] has been submitted successfully.
Service Request Status Update - when service request status is changed (in progress, on hold)
Service request [#SR-10245] is now marked as In Progress.
Service Completed - when service request is marked completed
Service request [#SR-10245] is completed. View work summary.
Service Completed - when service request is marked completed and payment is pending
Service request [#SR-10245] is completed. Please pay for the completed service.

Billing & Payment Notifications (In-App) - billing alerts

New Bill Generated
New bill for [Billing Period] is ready. Amount: ₹[Amount]. Pay now.
Payment Confirmation
Payment of ₹[Amount] received. Transaction ID: [TXN12345].
Bill Due Reminder
Your bill of ₹[Amount] is due by [Due Date]. Don’t miss it.
Credit Note Issued
A credit note of ₹[Amount] has been issued. [creadit note number ] is your credit number
Credit Note Applied
₹[Amount] credit applied to your current bill.

Usage & Consumption Notifications (In-App) - usage alerts

High Usage Alert
High usage alert! You've consumed more than your average this month.
Usage Threshold Exceeded
You've exceeded your set usage limit for [Utility Type].
Meter Reading Scheduled
Meter reading scheduled for [Date]. Please ensure access.

Complaint & Support Notifications (In-App) - service alerts

Complaint Registered
Your complaint [#CMP-2048] has been registered. We'll update you shortly.
Complaint Status Update
Complaint [#CMP-2048] status updated to [In Progress / Assigned / Resolved].
Complaint Resolved
Complaint [#CMP-2048] has been resolved. View resolution details.
Final Disconnection Notice

Final notice: Service disconnection scheduled on [Date] due to non-payment. Please pay to avoid disruption. (View notice button)al notice: Service disconnection scheduled on [Date] due to non-payment. Please pay to avoid disruption. (View notice button)

8. Sample Data

Sample Notification Types:

Billing Notifications:

"Your water bill for $127.45 is now available - Due Date: March 15, 2025"
"Payment of $127.45 received - Thank you for your prompt payment"
"Payment due reminder: $127.45 due in 3 days"

Service Notifications:

"Service appointment scheduled for March 10, 2025, 9:00 AM - 12:00 PM"
"Technician en route - Estimated arrival: 10:30 AM"
"Service completed: Meter reading verification - No issues found"

Usage Alerts:

"High usage detected: 150% above normal for this period"
"Possible leak detected: Continuous flow for 24+ hours"
"Monthly usage summary: 4,500 gallons used this month"

Emergency Notifications:

"Water service interruption in your area - Estimated restoration: 6:00 PM"
"Boil water advisory issued for your service area"
"Service restored: Water quality testing complete"

9. Acceptance Criteria

The system must display a notification bell icon in the portal header with an unread count badge showing the number of unread notifications
The system must show all notifications in a centralized notification center accessible from any page
The system must display the latest notification at the top of the notification list in chronological order
The system must mark unread notifications with a blue dot indicator
The system must automatically mark all notifications as read when user navigates to the notification tab
The system must display only the latest three notifications in the dialog notification view
The dialog notification must display only the notification title and notification date
The system must allow users to access the full notification center from the dialog view
The system must categorize notifications into Service Alerts, Billing Alerts, Usage Alerts
The system must generate Service Request notifications with the following messages:
- Service Request Submitted: "Your service request [#SR-10245] has been submitted successfully."
- Service Request Status Update: "Service request [#SR-10245] is now marked as In Progress."
- Service Completed: "Service request [#SR-10245] is completed. View work summary."
- Service Completed with Payment: "Service request [#SR-10245] is completed. Please pay for the completed service."
The system must generate Billing & Payment notifications with the following messages:
- New Bill Generated: "New bill for [Billing Period] is ready. Amount: ₹[Amount]. Pay now."
- Payment Confirmation: "Payment of ₹[Amount] received. Transaction ID: [TXN12345]."
- Bill Due Reminder: "Your bill of ₹[Amount] is due by [Due Date]. Don't miss it."
- Credit Note Issued: "A credit note of ₹[Amount] has been issued. [credit note number] is your credit number"
- Credit Note Applied: "₹[Amount] credit applied to your current bill."
The system must generate Usage & Consumption notifications with the following messages:
- High Usage Alert: "High usage alert! You've consumed more than your average this month."
- Usage Threshold Exceeded: "You've exceeded your set usage limit for [Utility Type]."
- Meter Reading Scheduled: "Meter reading scheduled for [Date]. Please ensure access."
The system must generate Complaint & Support notifications with the following messages:
- Complaint Registered: "Your complaint [#CMP-2048] has been registered. We'll update you shortly."
- Complaint Status Update: "Complaint [#CMP-2048] status updated to [In Progress / Assigned / Resolved]."
- Complaint Resolved: "Complaint [#CMP-2048] has been resolved. View resolution details."
- Final Disconnection Notice: "Final notice: Service disconnection scheduled on [Date] due to non-payment. Please pay to avoid disruption. (View notice button)"
The system must store notification history for at least 12 months
The system must redirect users to the preference tab when clicking on notification settings
The system must deliver all account-related activity notifications within 5 minutes of the triggering event
The system must generate appropriate notifications for all account-related activities automatically
The system must maintain consistent notification formatting across all categories using the specified message templates
The system must show timestamps for all notifications in the customer's local timezone

10. Process Changes

Process Area	From	To	Impact
Customer Communication	Customers rely on physical mail and occasional emails for account updates	Real-time notifications delivered directly to portal with multi-channel backup	75% reduction in customer service calls asking "Did you send me a bill?"
Payment Management	Customers manually check for new bills and due dates	Proactive bill notifications and payment reminders	30% improvement in on-time payment rates
Service Coordination	Appointment confirmations via phone calls or email only	Multi-channel appointment notifications with real-time updates	40% reduction in missed appointments and rescheduling
Emergency Response	Customers discover service issues when they experience them	Proactive emergency notifications with estimated resolution times	60% faster customer awareness of service disruptions
Usage Monitoring	Customers only see usage on monthly bills	Real-time high usage and leak detection alerts	50% reduction in surprise high bills and water damage
Account Management	Reactive customer service for account status inquiries	Self-service access to all account communications and history	45% reduction in basic account inquiry calls
Billing Disputes	Customers claim they "never received" communications	Complete notification delivery tracking and resend capabilities	35% reduction in billing dispute resolution time

11. Impact from Solving This Problem

Metric Category	Improvement	Justification
Customer Satisfaction	:white_check_mark: Customer satisfaction scores increase by 25%	Proactive communication reduces frustration and improves utility relationship
Call Center Volume	:white_check_mark: 40% reduction in basic inquiry calls	Customers self-serve account status and communication history
Payment Performance	:white_check_mark: On-time payment rate improves by 30%	Timely bill and due date notifications enable better payment planning
Service Efficiency	:white_check_mark: Missed appointment rate decreases by 40%	Real-time appointment notifications and confirmations improve scheduling reliability
Emergency Response	:white_check_mark: Customer complaint volume during outages reduces by 60%	Proactive outage notifications with updates reduce uncertainty and anger
Revenue Collection	:white_check_mark: Late fee revenue decreases by 25% (positive outcome)	Better communication reduces accidental late payments
Customer Retention	:white_check_mark: Customer churn rate decreases by 15%	Improved communication and service experience increases loyalty
Operational Costs	:white_check_mark: Customer service operational costs reduce by 20%	Fewer basic inquiry calls allow focus on complex customer needs

12. User Behavior Tracking

For Residential Water Customer:

Metric	Event	Properties	Questions Answered
Notification Engagement	`notification_viewed` , `notification_clicked`	`notification_type` , `timestamp` , `channel` , `customer_id`	Which notification types drive highest engagement? When do customers check notifications?
Action Completion	`quick_action_clicked` , `action_completed`	`action_type` , `notification_id` , `completion_time`	How effective are quick actions in driving desired behaviors?
Preference Management	`preferences_updated` , `channel_changed`	`preference_type` , `old_value` , `new_value` , `customer_segment`	What notification preferences do different customer segments prefer?
Search Usage	`notification_searched` , `filter_applied`	`search_term` , `filter_type` , `results_count`	How do customers find specific notifications? What are common search patterns?
Read Behavior	`notification_marked_read` , `bulk_action_performed`	`read_method` , `time_to_read` , `batch_size`	How quickly do customers act on notifications? Do they prefer individual or bulk management?

For Customer Service Representative:

Metric	Event	Properties	Questions Answered
Support Impact	`customer_inquiry_resolved` , `notification_resent`	`inquiry_type` , `resolution_time` , `notification_history_accessed`	How does notification visibility impact support efficiency?
Preference Assistance	`customer_preferences_updated_by_rep` , `notification_explanation_provided`	`change_type` , `customer_satisfaction_score`	What preference changes do customers need help with?

Metric

Event

Properties

Questions Answered

Support Impact

customer_inquiry_resolved

notification_resent

inquiry_type

resolution_time

notification_history_accessed

How does notification visibility impact support efficiency?

Preference Assistance

customer_preferences_updated_by_rep

notification_explanation_provided

change_type

customer_satisfaction_score

What preference changes do customers need help with?

Key Questions These Events Answer:

Engagement Patterns: When and how do customers interact with notifications?
Channel Effectiveness: Which delivery channels have the highest engagement rates?
Content Optimization: What notification content drives the most action?
Support Reduction: How much does notification visibility reduce support tickets?
Feature Adoption: Which notification management features are most valuable?
Customer Segmentation: Do different customer types have different notification needs?
System Performance: Are notifications being delivered and read in a timely manner?
Business Impact: How do notification improvements correlate with payment behavior and satisfaction?

13. wireframe

https://preview--consumer-self-service.lovable.app/notifications