Request Tracker
1. Problem Statement
User Role: Consumer (Utility Customer)
Pain Points:
- Consumers cannot view all their requested services, complaints, disconnection requests, reconnection requests, and transfer requests in one centralized location
- Customers must navigate through multiple pages or systems to track different types of service requests
- No unified view of request status, making it difficult to understand overall service engagement
- Lack of transparency in request progress and resolution timelines
- Difficulty in tracking outstanding payments related to service charges
- No consolidated view of request history for reference or dispute resolution
Core Problem: Consumers lack a unified dashboard to monitor and track all their utility service interactions, leading to confusion, repeated inquiries, and poor customer experience.
2. Who Are the Users Facing the Problem?
Primary User Role:
- Consumer/Utility Customer: Residential or commercial customers who submit various types of service requests through the self-service portal and need to track their progress
Access Requirements:
- Authenticated consumers logged into their self-service portal account
- Customers with active utility accounts and service history
3. Jobs To Be Done
For Consumer: When I need to check the status of my various utility service requests, complaints, and account changes, But I have to navigate through multiple pages and systems to find information about different types of requests scattered across the platform, Help me view all my requests in one centralized dashboard with clear status indicators and progress tracking, So that I can quickly understand what's happening with all my utility services and take appropriate action when needed.
4. Solution
Comprehensive Request Tracker Dashboard
The solution provides a unified Request Tracker page where consumers can monitor all their utility service interactions in one centralized location.
Key Capability Areas:
1. Dashboard Overview
- Summary cards showing total outstanding amount, active requests, completed requests this month, and overdue payments
- Quick status indicators with color-coded visual elements
2. Request Management
- Unified view of all request types (Service, Complaint, Disconnection, Reconnection, Transfer)
- Real-time status tracking with descriptive labels (Open, Rejected, In Progress, Waiting, Resolved, Closed)
3. Search and Filtering
- Search functionality to find specific requests by reference ID or keywords
- Status-based filtering to view requests by their current state
4. Request Details Access
- Quick view action for each request to see detailed information
- Reference ID tracking for easy communication with customer service
5. Status Transparency
- Clear status indicators showing current state of each request
- Created date visibility for timeline tracking
6. Financial Integration
- Outstanding payment tracking integrated with service requests
- Service charge visibility for pending requests
7. Action Management
- New request creation capability directly from the tracker
- Quick actions for common request modifications
5. Major Steps Involved
Consumer Request Tracking Flow:
Step 1: Access Request Tracker
- Consumer logs into self-service portal
- Navigates to "Request Tracker" section from main menu
- System loads comprehensive dashboard view
Step 2: Review Dashboard Summary
- Consumer views summary cards at top of page
- Reviews total outstanding amount ($2,500)
- Checks active requests count (3)
- Reviews completed requests this month (12)
- Identifies overdue payments requiring attention (1)
Step 3: Browse Request List
- Consumer scrolls through tabulated list of all requests
- Views columns: Reference ID, Type, Status, Created Date, Actions
- Identifies requests by color-coded status indicators
Step 4: Filter and Search (Optional)
- Consumer uses search bar to find specific requests
- Applies status filter dropdown to narrow view to specific types
- System updates list based on selected criteria
Step 5: View Request Details
- Consumer clicks on eye icon in Actions column for specific request
- System opens detailed view with complete request information
- Consumer reviews progress, notes, and any required actions
Step 6: Take Action (if needed)
- Consumer clicks "New Request" button if additional service needed
- System navigates to request creation form
- Consumer follows guided process to submit new request
6. Flow Diagram
7. Business Rules
General Rules:
- Only authenticated consumers can access their request tracker
- Consumers can only view requests associated with their account
- All request types must be displayed in unified list format
- Status updates must reflect real-time information from backend systems
Landing page
KPI' s
- Total outstanding - display the total unpaid services amount
- Active requests - display all the count of requets (services, complaints, transfer, disconnection , reconnection) with status pending, inprogress and onhold
- Completed - display the count of all requets with ststus completed
- over due payments - display the count of requets whos service is completed and amount is not paid
Search
- search by complaint id, service id, disconnection id, reconnection id, transfer id
Filter by
- type and status
Listview
- Refrence ID - all generated requets id will be displyed
- Type - requets type
- status
- created date
- actions (view)
Detail view service requets
- Card name Service requet
- Service id (refrence id)
- status
- service code - display the service code - service settings
- created date - created on date
- category
- sub category
- service fees
- payment status
- Service description - service settings
- Preferred date
- preferred time
- additional information
- rejected reason - if rejected
- Display 2 tabs - Notes and timeline
- user can
8. Sample Data
Summary Cards Data:
- Total Outstanding: $2,500 (Pending service charges)
- Active Requests: 3 (Currently in progress)
- Completed This Month: 12 (Successfully resolved)
- Overdue Payments: 1 (Requires immediate attention)
Request List Sample:
Reference ID | Type | Status | Created Date | Description |
|---|---|---|---|---|
SR-345621 | Service | Open | 4/8/2025 | New water connection request |
SR-346892 | Service | Rejected | 4/7/2025 | Service upgrade denied - incomplete docs |
CR-342189 | Complaint | In Progress | 4/6/2025 | Water pressure complaint |
DR-341007 | Disconnection | Waiting | 4/5/2025 | Voluntary disconnection request |
RR-339654 | Reconnection | Resolved | 4/3/2025 | Service reconnection completed |
TR-337201 | Transfer | Closed | 4/1/2025 | Account transfer to new address |
9. Acceptance Criteria
- The system must display a unified dashboard with summary cards showing total outstanding, active requests, completed requests, and overdue payments
- The system must show all request types (Service, Complaint, Disconnection, Reconnection, Transfer) in a single tabulated view
- The system must provide search functionality that works across Reference ID, Type, and Status fields
- The system must include a status filter dropdown with all available status options (All Statuses, Open, Rejected, In Progress, Waiting, Resolved, Closed)
- The system must display color-coded status indicators for easy visual identification
- The system must show Reference ID, Type, Status, Created Date, and Actions columns for each request
- The system must provide a "New Request" button for creating additional service requests
- The system must include a view details action (eye icon) for each request
- The system must sort requests by created date in descending order by default
- The system must update summary card data in real-time when new requests are created or status changes
- The system must display request details in a modal or separate view when view action is clicked
- The system must maintain responsive design for mobile and desktop viewing
- The system must show appropriate loading states while fetching request data
- The system must handle empty states when no requests exist for the consumer
- The system must provide error handling for failed data loads with retry options
- The system must ensure only requests belonging to the logged-in consumer are displayed
- The system must maintain consistent styling and color scheme with the rest of the self-service portal
- The system must load initial page data within 3 seconds of navigation
- The system must support pagination when request list exceeds 20 items
- The system must provide export functionality for request history (CSV/PDF format)
10. Process Changes
Process Area | From | To | Impact |
|---|---|---|---|
Request Status Checking | Consumers call customer service or visit multiple portal pages to check different request types | Consumers view all requests in unified dashboard with real-time status | 60% reduction in customer service calls for status inquiries |
Request History Review | Manual tracking by consumers using emails and phone call records | Centralized digital history with searchable interface | 80% improvement in customer self-service capability |
Payment Tracking | Separate billing section with no connection to service requests | Integrated view showing outstanding amounts related to service charges | 45% faster payment resolution for service-related charges |
New Request Initiation | Navigate away from tracking to separate request forms | Direct access to new request creation from tracker page | 25% increase in additional service request submissions |
Customer Service Inquiries | Customers contact support without request reference information | Customers have immediate access to reference IDs and status details | 40% reduction in average call handling time |
Note: Impact percentages are estimated based on typical utility customer behavior patterns and self-service portal adoption rates.
11. Impact from Solving This Problem
Metric Category | Metric | How It Improves |
|---|---|---|
Customer Experience | Customer Satisfaction Score | :white_check_mark: Unified view reduces frustration and provides transparency in service delivery |
Operational Efficiency | Customer Service Call Volume | :white_check_mark: Self-service capability reduces calls by 60% for status inquiries |
Financial Performance | Payment Collection Rate | :white_check_mark: Integrated payment visibility improves collection on service-related charges by 45% |
Customer Engagement | Portal Usage Time | :white_check_mark: Centralized tracking increases average session duration by 35% |
Service Quality | First Call Resolution Rate | :white_check_mark: Customers have complete information when calling, improving resolution from 72% to 85% |
Process Efficiency | Request Processing Time | :white_check_mark: Better customer understanding reduces back-and-forth communication |
Customer Retention | Customer Churn Rate | :white_check_mark: Improved transparency and control reduce service dissatisfaction |
Digital Adoption | Self-Service Utilization | :white_check_mark: Convenient tracking encourages more self-service usage |
12. User Behavior Tracking
Consumer Tracking Plan:
Event Name | Properties | Metrics | Questions Answered |
|---|---|---|---|
request_tracker_viewed | user_id, session_id, timestamp, requests_count | Daily/Monthly Active Users, Page Views | How often do customers check their requests? |
summary_card_clicked | user_id, card_type (outstanding/active/completed/overdue), amount, count | Card Engagement Rate | Which summary information is most important to customers? |
request_search_used | user_id, search_term, results_count, timestamp | Search Usage Rate, Search Success Rate | What are customers looking for most frequently? |
status_filter_applied | user_id, filter_value, results_count, timestamp | Filter Usage by Status Type | Which request statuses do customers monitor most? |
request_details_viewed | user_id, request_id, request_type, request_status | Detail View Rate by Request Type | Which requests require detailed investigation? |
new_request_initiated | user_id, source_page, request_type, timestamp | Conversion Rate from Tracker | Does the tracker encourage additional service requests? |
page_load_time | user_id, load_duration, requests_count | Average Load Time, Performance Metrics | Is the page performing optimally for different data volumes? |
mobile_vs_desktop_usage | user_id, device_type, session_duration | Device Usage Patterns | How do usage patterns differ across devices? |
Key Questions These Events Answer:
- Usage Patterns: How frequently do customers use the request tracker and when?
- Information Priority: Which types of request information are most valuable to customers?
- Self-Service Effectiveness: Does the tracker reduce the need for customer service contact?
- Feature Adoption: Which features (search, filter, details) are most utilized?
- Performance Impact: How does page performance affect customer engagement?
- Business Impact: Does better request visibility lead to increased service utilization?
- Customer Journey: How does request tracking fit into the overall customer experience?
- Optimization Opportunities: Where can we improve the interface based on actual usage?
13. Wireframe
https://preview--consumer-self-service.lovable.app/service/tracker