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Request Tracker (CSS01US10)

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)

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

image.png

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 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
    • userNotes
      • User can see and add Notes related to the Request
      • User can see the notes added by the backoffice with the time and date stamp
    • Timeline
      • User can view the activity log for the request
      • each any every action made on the requet can be track

Detail View Complaint

  • Card Name Complaint
  • Complaint ID (Refrence ID)
  • Status
  • Complaint code
  • Created date
  • Category
  • Sub category
  • Coamplaint name
  • Incident date
  • Comaplint description
  • Expected resolution
  • Rejected reason - if rejected
  • Display 3 Tabs - Evidence & attachments, Note, Timeline
    • Evidence & attachments - display the added images and files with preview and download option
    • Notes
      • User can see and add Notes related to the Comaplint
      • User can see the notes added by the backoffice with the time and date stamp
    • Timeline
      • User can view the activity log for the Complaint
      • each any every action made on the requet can be track

Detail View Disconnection

  • Card Name Disconnection Request
  • Request ID (Refrence ID)
  • Status
  • Reason
  • Reason Code
  • Created date
  • Preffered date
  • Preferred time
  • Discription
  • Additional Information
  • Service meter information - utility service wise, device no, meter no, last reading, last reding date
  • rejected reason - if rejected
  • Display 2 tabs - Notes and timeline
    • Notes
      • User can see and add Notes related to the Request
      • User can see the notes added by the backoffice with the time and date stamp
    • Timeline
      • User can view the activity log for the request
      • each any every action made on the requet can be track

Detail view Reconnection

  • Card name reconnection
  • Request ID (Refrenece id)
  • Status
  • Reason
  • Reason code
  • create date
  • preffered date
  • preffered time
  • description - settings
  • additional information - add form
  • rejected reason - if rejected
  • Display 2 tabs - Notes and timeline
    • Notes
      • User can see and add Notes related to the Request
      • User can see the notes added by the backoffice with the time and date stamp
    • Timeline
      • User can view the activity log for the request
      • each any every action made on the requet can be track


Detail view Transfer

  • Card name Transfer request
  • Request ID (Refrence ID)
  • Status
  • Transfer type
  • code
  • change billing address
  • created date
  • account balance
  • financial resposibility
  • description
  • additional information
  • rejected reason - if rejected
  • Display 3 tabs - Documents, Notes and timeline
    • Documents - user can view the uploaded documents with the uploaded date, document type, verification status (verified, pending, rejected), view.
    • Notes
      • User can see and add Notes related to the Request
      • User can see the notes added by the backoffice with the time and date stamp
    • Timeline
      • User can view the activity log for the request
      • each any every action made on the requet can be track

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

Dashboard and KPI Criteria:

  1. The system must display aTotal unifiedOutstanding dashboard with summary cardsamount showing totalsum outstanding,of activeall requests,unpaid completedservice requests, and overdue paymentscharges
  2. The system must show Active Requests count including requests with status: pending, in progress, and on hold
  3. The system must display Completed count for all requests with completed status
  4. The system must show Overdue Payments count for completed requests with unpaid amounts
  5. The system must update KPI cards in real-time when request typesstatuses (Service, Complaint, Disconnection, Reconnection, Transfer) in a single tabulated viewchange
  6. The system must provide search functionality that works across Referencecomplaint ID, Type,service ID, disconnection ID, reconnection ID, and Statustransfer fieldsID
  7. The system must includesupport afiltering by request type (Service, Complaint, Disconnection, Reconnection, Transfer)
  8. The system must support filtering by status filter dropdown with all available status options
  9. The (Allsystem Statuses,must Open,allow Rejected,simultaneous Inapplication Progress,of Waiting,type Resolved,and Closed)status filters
  10. The system must display color-coded status indicators for easy visual identification
  11. The system must show Reference ID, Type, Status, Created Date, and Actions columns for each request
  12. The system must provide a "New Request" button for creating additional service requests
  13. The system must include a view details action (eyein icon)Actions column for each request
  14. The system must sort requests by createdCreated dateDate in descending order by default
  15. The system must updatesupport summarycolumn sorting functionality

Service Request Detail View Criteria:

  1. The system must display Service Request card datawith: inService real-timeID, Status, Service Code, Created Date, Category, Sub Category, Service Fees, Payment Status, Service Description, Preferred Date, Preferred Time, Additional Information
  2. The system must show rejection reason when new requests are created orrequest status changesis rejected
  3. The system must provide Notes tab allowing user to add notes and view back-office notes with timestamps
  4. The system must provide Timeline tab showing complete activity log for the request

Complaint Detail View Criteria:

  1. The system must display Complaint card with: Complaint ID, Status, Complaint Code, Created Date, Category, Sub Category, Complaint Name, Incident Date, Complaint Description, Expected Resolution
  2. The system must show rejection reason when complaint status is rejected
  3. The system must provide Evidence & Attachments tab with image preview and file download functionality
  4. The system must provide Notes tab for user and back-office note management
  5. The system must provide Timeline tab showing complete activity log for the complaint

Disconnection Detail View Criteria:

  1. The system must display Disconnection Request card with: Request ID, Status, Reason, Reason Code, Created Date, Preferred Date, Preferred Time, Description, Additional Information
  2. The system must show Service Meter Information including utility service details, device number, meter number, last reading, and last reading date
  3. The system must show rejection reason when request status is rejected
  4. The system must provide Notes and Timeline tabs with appropriate functionality

Reconnection Detail View Criteria:

  1. The system must display Reconnection card with: Request ID, Status, Reason, Reason Code, Created Date, Preferred Date, Preferred Time, Description, Additional Information
  2. The system must show rejection reason when request status is rejected
  3. The system must provide Notes and Timeline tabs with appropriate functionality

Transfer Detail View Criteria:

  1. The system must display Transfer Request card with: Request ID, Status, Transfer Type, Code, Change Billing Address, Created Date, Account Balance, Financial Responsibility, Description, Additional Information
  2. The system must show rejection reason when request status is rejected
  3. The system must provide Documents tab showing uploaded documents with upload date, document type, verification status, and view option
  4. The system must provide Notes and Timeline tabs with appropriate functionality

Notes Functionality Criteria:

  1. The system must allow consumers to add new notes to their requests
  2. The system must display requestback-office detailsnotes inas aread-only modalwith or separate view when view action is clicked
  3. The system must maintain responsive design for mobiletimestamp and desktopauthor viewinginformation
  4. The system must show appropriateall loadingnotes statesin whilechronological fetching request data
  5. The system must handle empty states when no requests exist for the consumer
  6. The system must provide error handling for failed data loadsorder with retryclear options
  7. Theauthor system must ensure only requests belonging to the logged-in consumer are displayed
  8. The system must maintain consistent styling and color scheme with the rest of the self-service portal
  9. The system must load initial page data within 3 seconds of navigationidentification
  10. The system must support paginationbasic whentext formatting in user-added notes

Timeline Functionality Criteria:

  1. The system must display complete activity log for each request listin exceedsTimeline 20 itemstab
  2. The system must provideshow exporttimestamp, action type, and responsible party for each activity
  3. The system must display timeline activities in reverse chronological order
  4. The system must make timeline read-only for consumers

Document Management Criteria:

  1. The system must support image preview functionality in Evidence & Attachments tab
  2. The system must display document verification status (verified, pending, rejected)
  3. The system must show upload date and document type for requesteach history (CSV/PDF format)file

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:

  1. Usage Patterns: How frequently do customers use the request tracker and when?
  2. Information Priority: Which types of request information are most valuable to customers?
  3. Self-Service Effectiveness: Does the tracker reduce the need for customer service contact?
  4. Feature Adoption: Which features (search, filter, details) are most utilized?
  5. Performance Impact: How does page performance affect customer engagement?
  6. Business Impact: Does better request visibility lead to increased service utilization?
  7. Customer Journey: How does request tracking fit into the overall customer experience?
  8. Optimization Opportunities: Where can we improve the interface based on actual usage?

13. Wireframe

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

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