Service & Support Management (CSS01US08)

1. Problem Statement

Core Problem: Consumers currently lack a digital self-service option to manage their utility service requests, forcing them to rely on phone calls, in-person visits, or manual processes that create inefficiencies for both customers and utility staff.

User Role: Consumer/Customer

Pain Points:

• Cannot submit service requests digitally, requiring phone calls or in-person visits during business hours
• No visibility into the status of submitted requests or expected resolution timelines
• Must repeat information multiple times when following up on requests
• Limited access to self-service options for common account management tasks
• No clear understanding of the service request process or what to expect next

2. Who Are the Users Facing the Problem?

Primary User Role: Consumer/Customer

• Residential and commercial utility customers who need to manage their service accounts
• Users who prefer digital self-service options over traditional phone or in-person interactions
• Customers requiring various service modifications (transfers, disconnections, reconnections)
• Users who want transparency and tracking for their service requests

Access Requirements:

• All verified utility customers should have access to this feature
• Authentication required through customer portal login

3. Jobs To Be Done

For Consumer/Customer: "When I need to submit a service request, register a complaint, or modify my utility service, but I currently have to call during business hours or visit a service center and wait in line, help me access a digital self-service portal where I can submit requests 24/7 and track their progress, so that I can manage my utility account on my own schedule and have visibility into the resolution process."

4. Solution

Comprehensive Self-Service Portal that enables customers to independently manage their service requests with full transparency into the process.

Key Capability Areas:

1. Request Submission Management

• One-click request creation for common service types
• Guided form completion with smart field validation
• Document upload capability for supporting materials

2. Service Type Coverage

• New general service requests with categorization
• Formal complaint registration with severity levels
• Account transfer requests with location verification
• Service disconnection with scheduling options

3. Service Management

• Reconnection requests with payment integration
• Status tracking with real-time updates
• Request modification and cancellation options

4. Process Transparency

• Clear 4-step process visualization
• Expected timeline communication
• Milestone notifications and updates

5. User Experience

• Intuitive interface with clear action buttons
• Mobile-responsive design for all devices
• Accessible design following WCAG guidelines

6. Communication Integration

• Automated email/SMS notifications
• In-portal messaging for clarifications
• Follow-up survey collection

7. Account Integration

• Single sign-on with customer account
• Pre-populated customer information
• Service history and previous request access

5. Major Steps Involved

Consumer/Customer Flow:

Step 1: Access Portal

• Navigate to Service & Support section of customer portal
• View available service request options
• Review process overview for understanding

Step 2: Select Request Type

• Choose from: New Request, Register Complaint, Request Transfer, Request Disconnection, Request Reconnection
• Click corresponding action button for selected service type
• System displays relevant form for request type

Step 3: Complete Request Form

• Fill required information (auto-populated where possible)
• Add specific details about the request
• Upload supporting documents if needed
• Review information for accuracy

Step 4: Submit and Confirm

• Submit completed request
• Receive confirmation with request ID
• Get initial timeline estimate
• Access tracking interface

Step 5: Track Progress

• Monitor request status through portal
• Receive notifications at key milestones
• Respond to any clarification requests
• Confirm completion when resolved

6. Flow Diagram

7. Business Rules

General Rules:

• All service requests must be submitted by authenticated customers only
• Each request receives a unique tracking ID upon submission
• Customers can only submit requests for accounts they are authorized to access
• All requests follow the 4-step process: Submit → Initial Review → Expert Assignment → Resolution (hardcore)
• 5 cards should be shown - service request, register complaint, requets transfer, request disconnection , request reconnection

Service Request

Service Selection (Step 1)

Service Categories

• Services are organized by utility type: Water, Wastewater, Metering, Connection, Maintenance
• Each service displays: Name, Description, Price, Service Category
• Only one service can be selected at a time
• "Select" button must be clicked to choose a service

Available Services

• All services display base service charge
• Service charges are fixed amounts as displayed
• Service descriptions are read-only
• Services are categorized and color-coded by type

Service Details (Step 2)

Selected Service Information

• Service name, description, utility service type, and charges are read-only
• Information carries forward from Step 2 selection

Preferred Date

• Field is optional
• Must accept MM/DD/YYYY format
• If left blank, system schedules earliest available date
• Date cannot be in the past

Preferred Time Slot

• Field is optional
• Dropdown selection from predefined time slots
• Available options determined by service type and date

Additional Instructions

• Field is optional
• Free text field for special requirements
• Character limit must be enforced
• Field accepts alphanumeric characters and common punctuation

Payment & Review (Step 3)

Payment Method Rules:

• Three payment methods: online payment, On service completion
• User must select one payment method to proceed
• If the online method is selected then redirect to payment payment gateway

Service Request Completion (Step 4)

Request Confirmation

• Unique service request number (SR-######) generated
• Request number format: SR- followed by 6 digits
• All customer and service information displayed as read-only
• Timestamp recorded for request submission

Service Request Receipt

• Contains all entered information from previous steps
• Payment status displayed (e.g., "Pending")
• Service total calculated and displayed
• Final price disclaimer included

Next Steps Information

• Reference number provided for tracking
• Email confirmation timeline specified (within 24 hours)
• Service representative contact timeline specified (2-3 business days)
• Service completion timeline provided (3-5 business days for standard requests)

Contact Information

• Customer service and emergency contact details provided
• Phone numbers and email addresses must be valid
• Service hours specified

General Navigation Rules

• "Back" button available on all steps except Step 1
• "Continue" button advances to next step when current step is valid
• "Save Draft" functionality available throughout process
• Step indicators show current progress (1-3)
• Users can navigate back to previous completed steps
• Form data persists when navigating between steps

Register Complaint

1. Complaints details

Category

• Mandatory field.
• Dropdown values are fetched from complaint category master.
• Selecting a category dynamically loads its subcategories.

Subcategory

• Mandatory field.
• Enabled only after a category is selected.
• Values are filtered based on the selected category.

complaint name

• mandatory
• display the complaints which are from the selected category and sub category

Incident Date

• Mandatory field.
• Cannot be a future date.
• Cannot be empty.

Priority

• will come from the selected catgory and will be non editable and autopopulated.

Description

• Mandatory field.
• Minimum 10 characters required.
• Maximum 500 characters allowed.

Expected Resolution

• Mandatory field.
• Minimum 5 characters required.
• Cannot be same as Description field.

Form Navigation

• “Next” button is enabled only if all fields are filled and valid.
• “Save Draft” can be used at any stage regardless of validation.
• “Previous” navigates to the Customer Information step without clearing data.

2. Evidence and attachment

1. File Upload Section

• Upload Method:
  Users can drag & drop or click “Choose Files” to browse.
• Allowed File Types:
  • PDF
  • JPG
  • PNG
• File Limit:
  • Maximum of 5 files (if not specified in UI, advisable to limit for performance and usability).
• File Validation:
  • If file format or size is not supported, display a validation error.
  • Duplicate file names should be flagged with a warning or overwritten only with user confirmation.
• Optional Field:
  • Uploading a file is optional; user can proceed without attachments.
• File Preview or Remove (if applicable):
  • Uploaded files can be previewed or removed before submission (assumed behavior based on standard UX practices, unless otherwise specified).

2. Additional Notes

• Optional Field:
  Not mandatory to fill.
• Character Limit:
  • Minimum: 0
  • Maximum: 500 characters.
• Purpose:
  To provide any context or explanation related to the uploaded evidence.

3. Navigation & Validation

Next Button:
Always enabled, as no field is mandatory on this screen.

• Save Draft:
  Saves uploaded files and additional notes entered so far.
• Previous Button:
  Navigates back to the Complaint Details step with no data loss.

3. Review and submit - all fields will be auto populated from the add form

Customer Information

• Customer Name:
• Account Number:
• Contact Information:
• Email
• Service Address:

Complaint Details

• Category:
• Subcategory:
• Priority:
• Incident Date:
• Description:
• Expected Resolution:

Evidence & Attachments

• Evidence Notes:
• File Attachments:

System Controls

• Send Acknowledgment to Customer: Optional checkbox selection
• Save Draft: Available at any stage to preserve incomplete form data
• Submit Complaint

4. Receipt generation

Complaint Reference Number

• Reference Number: System must auto-generate unique number in the set format
• Reference Number: Must be sequential or algorithmically generated to ensure uniqueness

Receipt Header

• Date: System must auto-populate with current system date
• Time: System must auto-populate with current system time
• Receipt Title: System must display fixed text "COMPLAINT REGISTRATION RECEIPT"

Customer Information Auto-Population

• Customer Name: System must retrieve from submitted form data
• Account Number: System must retrieve from submitted form data
• Phone Number: System must retrieve from submitted form data
• Email Address: System must retrieve from submitted form data
• Service Address: System must retrieve from submitted form data
• Customer Type: System must auto-determine based on account data

Complaint Details Auto-Population

• Category: System must retrieve from submitted form selection
• Subcategory: System must retrieve from submitted form selection
• Priority Level: System must retrieve from submitted form selection
• Incident Date: System must retrieve from submitted form data
• Description: System must retrieve from submitted form text
• Expected Resolution: System must retrieve from submitted form text

Next Steps Auto-Population

• Reference Number: System must auto-insert generated complaint number
• Timeline Information: System must display standard processing timelines
• Contact Methods: System must display standard contact options

Contact Information Auto-Population 

• Customer Service Details: System must display current contact information
• Emergency Services: System must display current emergency contact details
• Business Hours: System must display current operating hours

Request Transfer

Transfer Type & Schedule - Step 1

Select Transfer Type

• Field is required
• Transfer type will come from settings, transfer types
• Must select from available transfer type options

Effective Date

• Field is required
• Must select a valid future date
• Date picker format required

New Account Holder Information

First Name

• Field is required
• Text input only
• Cannot be empty

Last Name

• Field is required
• Text input only
• Cannot be empty

Email Address

• Field is required
• Must be valid email format
• Cannot be empty

Phone Number

• Field is required
• Must be valid phone number format
• Cannot be empty

Relationship to Current Customer

• Field is required
• Must select from dropdown options
• • Spouse
  • Child
  • Parent
  • Sibling 
  • Business partner
  • Other
• Cannot be left unselected

Billing Address

Change Billing Address

• Radio button selection required
• Two options: "Yes, display  address box " or "No, keep existing address"
• One option must be selected
• On yes, display the same field for billing address as in the NSC form.

Transfer Settings

Financial Responsibility

• Radio button selection required
• Two options: "Transfer outstanding balance" or "Clear balance before transfer"
• One option must be selected
• Default selection: "Transfer outstanding balance"

Special Instructions

• Optional text field
• Free text entry allowed
• No character limit specified

Documentation - Step 2

• All the Document types should be visible
• Non mandatory fields
• User can add multiple sub documents types under one document type

Review and Submit - Step 3

Account Information Rules

• Current account holder name and account number are required
• Service address must be provided for the current account
• Outstanding balance must be displayed and tracked

New Account Holder Rules

• New account holder name is required
• Email and phone number are marked as "Not specified" but appear to be optional fields
• Relationship field is required (shows "Not Specified" status)

Transfer Configuration Rules

• Billing address defaults to existing service address
• Financial responsibility for outstanding balance transfers to the new account holder

Documentation Rules

• Documents are required before transfer can be processed
• Zero documents uploaded will prevent transfer completion
• Missing documentation may delay the transfer process

Financial Rules

• Outstanding balance of $245.78 must be transferred to the new account holder
• Balance transfer details must specify the effective date when new account holder assumes responsibility
• Outstanding balance alert must be displayed prominently

Submission Rules

• "Submit Request" button is only enabled when all required fields are completed
• "Save Draft" option is available for incomplete requests
• Previous step navigation is allowed during the process
• A receipt should be generated with all the transfer information.
• Can be downloaded or printed.
• User can returned to dashboard

Request Disconnection

Reason for Disconnection

• Required field
• Field data will come from the settings , disconnections reasons.

Preferred Schedule (Date + Time)

• Date is mandatory
• Cannot select a date in the past.
• Time slots shown must be configurable by admin (e.g., 2-hour blocks).

Additional Notes

• Optional.
• Max 250 characters.
• Accepts text only

Review & Submit Section

Customer Information (Read-only Summary)

• All fields are read-only and match verified customer selection.
• • Customer name
  • Account number
  • Customer type
  • Service address
  • Email 
  • Phone

Request Details (Read-only Summary)

• Must reflect selected:
• • Request Type
  • Reason
  • Scheduled Date
  • Time Slot

Submit Request

• Validates all required fields:
• • Verified customer
  • Request type
  • Disconnection reason
  • Preferred schedule

On success:

• System stores request
• A receipt is generated with all the details
• Receipt can be printed and downloaded
• Audit trail is updated.

Request Reconnection

Reason for Reconnection

• Required field
• Field data will come from the settings , Reconnections reasons.

Preferred Schedule (Date + Time)

• Date is mandatory
• Cannot select a date in the past.
• Time slots shown must be configurable by admin (e.g., 2-hour blocks).

Additional Notes

• Optional.
• Max 250 characters.
• Accepts text only

Review & Submit Section

Customer Information (Read-only Summary)

• All fields are read-only and match verified customer selection.
• • Customer name
  • Account number
  • Customer type
  • Service address
  • Email 
  • Phone

Request Details (Read-only Summary)

• Must reflect selected:
• • Request Type
  • Reason
  • Scheduled Date
  • Time Slot

Submit Request

• Validates all required fields:
• • Verified customer
  • Request type
  • Reconnection reason
  • Preferred schedule

On success:

• System stores request
• A receipt is generated with all the details
• Receipt can be printed and downloaded
• Add another Reconnection request - continue adding another request
• Audit trail is updated.

8. Sample Data

Sample New Request:

• Request Type: New Service Request
• Category: Water Pressure Issue
• Description: "Low water pressure in kitchen and bathroom on second floor for past 3 days"
• Priority: Medium
• Preferred Contact Method: Email
• Supporting Documents: Photo of pressure gauge reading

Sample Complaint:

• Complaint Type: Billing Dispute
• Description: "Charged for usage during vacation period when property was vacant"
• Billing Period: March 2025
• Amount Disputed: $89.43
• Previous Contact: None

Sample Transfer Request:

• Current Address: 123 Oak Street, Springfield
• New Address: 456 Pine Avenue, Springfield
• Transfer Date: June 25, 2025
• Service Type: Residential Water & Sewer
• Same Account Holder: Yes

9. Acceptance Criteria

1. The system must display all five service request types clearly on the main portal page
2. The system must require user authentication before allowing request submission
3. The system must generate unique tracking IDs for all submitted requests
4. The system must display exactly 5 service request cards on the main portal page: Service Request, Register Complaint, Request Transfer, Request Disconnection, Request Reconnection
5. The system must require user authentication before allowing any request submission
6. The system must generate unique tracking IDs for all submitted requests following specified formats (SR-###### for service requests, complaint reference numbers for complaints)
7. The system must enforce the mandatory 4-step process workflow: Submit → Initial Review → Expert Assignment → Resolution
8. The system must provide "Save Draft" functionality at any stage of all request types
9. The system must allow navigation back to previous steps without data loss
10. The system must persist form data when navigating between steps
11. The system must organize services by utility type: Water, Wastewater, Metering, Connection, Maintenance with color-coding
12. The system must display service name, description, price, and category for each service option
13. The system must allow only one service selection at a time with a "Select" button confirmation
14. The system must enforce MM/DD/YYYY format for preferred date and prevent past date selection
15. The system must provide configurable time slot dropdowns based on service type and selected date
16. The system must offer three payment methods: online payment, on service completion with mandatory selection
17. The system must redirect to payment gateway when online payment is selected
18. The system must generate service request numbers in SR-###### format (6-digit sequential)
19. The system must provide downloadable/printable receipts with complete service information
20. The system must display next steps with specific timelines: email confirmation (24 hours), service rep contact (2-3 business days), completion (3-5 business days)
21. The system must provide mandatory category dropdown with dynamic subcategory loading
22. The system must require complaint name selection based on category and subcategory
23. The system must prevent future dates for incident date field
24. The system must auto-populate priority based on selected category (non-editable)
25. The system must enforce description field with 10-500 character limits
26. The system must require expected resolution field (minimum 5 characters, different from description)
27. The system must support drag & drop and browse file upload for PDF, JPG, PNG formats
28. The system must limit file uploads to maximum 5 files with size validation
29. The system must provide optional additional notes field (0-500 characters)
30. The system must auto-populate review section with all entered data
31. The system must provide optional "Send Acknowledgment to Customer" checkbox
32. The system must generate complaint receipt with unique reference number and complete details
33. The system must require transfer type selection from configurable master data
34. The system must enforce future date selection for effective date with date picker
35. The system must require new account holder first name, last name, email, and phone number
36. The system must validate email format and phone number format
37. The system must provide relationship dropdown with predefined options (Spouse, Child, Parent, Sibling, Business partner, Other)
38. The system must offer billing address change option with conditional address fields
39. The system must provide financial responsibility radio buttons with "Transfer outstanding balance" as default
40. The system must display multiple document types with optional upload for each type
41. The system must allow multiple sub-document uploads under each document type
42. The system must display outstanding balance prominently and transfer to new account holder
43. The system must generate downloadable/printable transfer receipt with all details
44. The system must provide disconnection reason dropdown from configurable master data
45. The system must require mandatory date selection preventing past dates
46. The system must offer configurable admin-defined time slots (2-hour blocks)
47. The system must provide optional additional notes field (maximum 250 characters, text only)
48. The system must display read-only customer information summary
49. The system must validate all required fields before enabling submit button
50. The system must generate downloadable/printable disconnection receipt
51. The system must update audit trail upon successful submission
52. The system must provide reconnection reason dropdown from configurable master data
53. The system must require mandatory date selection preventing past dates
54. The system must offer configurable admin-defined time slots (2-hour blocks)
55. The system must provide optional additional notes field (maximum 250 characters, text only)
56. The system must display read-only customer information summary
57. The system must validate all required fields before enabling submit button
58. The system must provide "Add another Reconnection request" option after successful submission
59. The system must generate downloadable/printable reconnection receipt
60. The system must update audit trail upon successful submission

10. Process Changes

11. Impact from Solving This Problem

12. User Behavior Tracking

Consumer/Customer Tracking Plan:

Key Questions Being Answered:

• Which request types have the highest completion rates?
• Where do users drop off in the submission process?
• How effective are process transparency features in reducing status inquiries?
• What time periods see the highest request submission volumes?
• Which customer segments adopt self-service most readily?
• How does digital submission accuracy compare to traditional methods?

13. Wireframe

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