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CSO Admin User Story Document

1. Problem Statement

CSO Admins face challenges in managing consumer queries, validating complaints, and tracking key operational metrics efficiently. Without a centralized and structured dashboard, they struggle with:

  • Delayed complaint and service request validation, leading to unresolved consumer issues.
  • Lack of real-time insights into pending unpaid bills, and high-priority validations.
  • Manual effort in tracking consumer data, requiring multiple system interactions.


This inefficiency increases operational delays, reduces consumer satisfaction, and adds unnecessary workload to CSO Admins.

User Role: CSO Admin

  • Pain Point 1: Managing a high volume of consumer queries (142 open queries with 23 requiring immediate attention) without clear prioritization tools
  • Pain Point 2: Delayed validation of complaints and service requests (38 pending validations with 5 marked as high priority)
  • Pain Point 3: Challenges in monitoring unpaid bills and following up with consumers ($14,872 unpaid with 31 overdue by 30+ days)
  • Pain Point 5: Lack of a centralized and efficient consumer search system requiring navigation through different identifiers

2. Who Are the Users Facing the Problem?

CSO Admin

Responsibilities:

  • Managing and responding to consumer queries
  • Validating consumer complaints and service requests
  • Monitoring unpaid bills and overseeing payment collection
  • Searching for consumer information across different identifiers

The CSO Admin role requires full access to the dashboard features, including consumer data management, complaint validation, work order supervision, and bill payment monitoring.

3. Jobs To Be Done

For CSO Admin: When I need to manage a high volume of consumer queries, But I lack visibility into which ones require immediate attention, Help me prioritize queries based on urgency and importance, So that I can focus on resolving critical issues first and improve consumer satisfaction.

For CSO Admin: When I need to monitor unpaid bills, But I don't have an effective way to track overdue payments, Help me identify and manage outstanding bills with aging information, So that I can follow up with consumers and improve revenue collection.

For CSO Admin: When I need to find specific consumer information, But I have to search across multiple identifiers and systems, Help me access consumer data through a unified search interface, So that I can quickly retrieve relevant information and provide better service.

4. Solution

1. Query Management Hub

  • Real-time Query Overview: Visual representation of open queries with automatic flagging of those requiring immediate attention

2. Enhanced Validation Workflow

  • Validation Queue Visualization: Clear display of pending validations with visual indicators for priority level
  • Validation Decision Support: Contextual information display to help make quick and accurate validation decisions

3.2. Bill Payment Monitoring

  • Unpaid Bill Dashboard: Comprehensive view of all unpaid bills with aging analysis
  • Payment Trend Analysis: Visualization of payment patterns to identify chronic late payers

5.3. Unified Consumer Search

  • Multi-identifier Search: Single search box with ability to detect and search by account number, name, meter number, or phone number
  • Consumer Profile Quick View: Immediate access to essential consumer information without leaving the search interface

6. 4.Action Center

  • One-click Actions: View, payments, complaints, services, disconnection, pause/resume, Approve, reject and mark as paid functionality directly from list views

7.5. Dashboard Analytics

  • Performance Metrics: Visual indicators of key metrics like resolution time, validation speed, and collection rate
  • Trend Analysis: Month-over-month comparisons to identify performance improvements or deteriorations
  • Workload Forecasting: Predictive analysis of upcoming workload based on historical patterns

5. Major Steps Involved

  • CSO Admin logs into the SMART360 platform and accesses the dashboard.
  • The dashboard presents a summary of open consumer queries, pending validations and unpaid bills.
  • Admin searches for a consumer ID to view detailed complaint and service request history.
  • The validation queue allows the Admin to view, payments, complaints, services, disconnections, pause/resume, approve or reject pending complaints and service requests.
  • Unpaid bills are displayed with options to mark payments as received.
  • The Admin efficiently supervises consumer operations from a single view.

6. Flow Diagram

flowchart TD
    A[CSO Admin Login] --> B[Dashboard Home]
    B --> C1[Query Management]
    B --> C2[Validation Queue]
    B --> C3[Work Order Tracking]
    B --> C4[Bill Payment Supervision]
    
    C1 --> D1[View Query Details]
    D1 --> E1[Respond to Query]
    D1 --> E2[Assign Query]
    E1 --> F1[Mark as Resolved]
    E2 --> F1
    
    C2 --> D2[View Validation Details]
    D2 --> E3[Review Information]
    E3 --> F2[Approve Validation]
    E3 --> F3[Reject Validation]
    F2 --> G1[Generate Work Order]
    F3 --> G2[Send Rejection Notification]
    
    C3 --> D3[View Work Order Details]
    D3 --> E4[Check Progress]
    E4 --> F4[Update Status]
    E4 --> F5[Reassign Work Order]
    F4 --> G3[Close Work Order]
    F5 --> E4
    
    C4 --> D4[View Bill Details]
    D4 --> E5[Review Payment Status]
    E5 --> F6[Mark as Paid]
    E5 --> F7[Send Payment Reminder]
    F6 --> G4[Update Financial Records]
    F7 --> G5[Schedule Follow-up]

7. Business Rules

General Rules

  1. All consumer queries must be acknowledged within 24 hours of submission
  2. High priority validations must be processed within 4 hours of entering the queue
  3. Work orders due within 24 hours must be highlighted with visual indicators
  4. Bills overdue by 30+ days must trigger an automatic escalation process
  5. All approval and rejection actions must include a reason or reference to policy

Query Management Rules

  1. Queries are automatically marked as "requiring immediate attention" if they involve service interruption, safety concerns, or are from priority customers
  2. Query response time should not exceed 48 hours from submission
  3. Queries pending for more than 72 hours must be escalated to a supervisor

Validation Rules

  1. Complaints and service requests must be validated within 48 hours of submission
  2. High priority validations are determined based on service impact, consumer type, and safety implications
  3. Rejected validations must include detailed explanation and alternative solutions where applicable
  4. Validated complaints automatically generate appropriate follow-up actions (e.g., work orders, bill adjustments)

Work Order Rules

  1. Work orders must be assigned within 24 hours of creation
  2. Progress updates must be recorded at least once every 24 hours
  3. Work orders not completed by the due date must trigger escalation notification
  4. Completed work orders require verification before closure

Bill Payment Rules

  1. Payment reminders are sent automatically at 15, 30, and 45 days past due
  2. Bills marked as paid must include payment method and reference number
  3. Bills overdue by 60+ days must be reviewed for potential service limitation
  4. Payment plans can be established for bills exceeding $500

Error Handling

  1. Failed actions must generate clear error messages with troubleshooting steps
  2. System must maintain audit logs of all failed transactions for troubleshooting
  3. Critical errors affecting consumer data must trigger immediate notification to system administrator
  4. Timeout errors must allow for recovery of data entered before the timeout occurred

8. Acceptance Criteria

  1. The system must display accurate counts of open consumer queries, pending validations, work orders, and unpaid bills on the dashboard
  2. The system must correctly highlight queries requiring immediate attention based on defined priority rules
  3. The system must accurately track and display month-over-month changes in key metrics
  4. The system must allow consumer search by account number, name, meter number, and phone number
  5. The system must display search results within 3 seconds for any consumer search query
  6. The system must provide a clear view of the validation queue with proper categorization of complaints vs. service requests
  7. The system must allow CSO Admins to view detailed information for any validation item with a single click
  8. The system must enable approve/reject actions directly from the validation queue list view
  9. The system must track work order status and properly categorize them as in progress or pending
  10. The system must highlight work orders due within 24 hours with appropriate visual indicators
  11. The system must display the total amount of unpaid bills and the number of affected consumers
  12. The system must identify and highlight bills overdue by 30+ days with appropriate visual indicators
  13. The system must allow CSO Admins to mark bills as paid directly from the bill list view
  14. The system must maintain accurate timestamps for all actions taken on the dashboard
  15. The system must preserve user context when navigating between different sections of the dashboard
  16. The system must properly refresh data when actions are taken without requiring full page reloads
  17. The system must correctly apply all filtering and sorting options in list views
  18. The system must provide appropriate error messages when actions cannot be completed
  19. The system must maintain session security with appropriate timeout and authentication measures
  20. The system must be accessible and responsive across different device types and screen sizes

9. Process Changes

Current ProcessNew ProcessImpactFrom: Manual scanning of queries to identify urgent itemsTo: Automated flagging of queries requiring immediate attentionReduces time spent on query prioritization by 60% and ensures critical issues are never overlookedFrom: Sequential processing of validations in chronological orderTo: Priority-based validation processing with visual indicatorsDecreases validation time for critical issues by 70% and improves consumer satisfaction for urgent mattersFrom: Manual tracking of work order due datesTo: Automated highlighting of approaching deadlinesReduces overdue work orders by 85% and improves service delivery timelinessFrom: Reactive management of overdue billsTo: Proactive monitoring with aging analysisIncreases on-time payment rate by 40% and reduces revenue leakageFrom: Multiple searches across different systems to find consumer informationTo: Unified search across all identifiersDecreases time spent searching for consumer information by 75% and improves service efficiencyFrom: Individual processing of each validation itemTo: Batch processing capability for similar validationsIncreases validation throughput by 200% during peak periodsFrom: Limited visibility into month-over-month performanceTo: Trend analysis with visual indicatorsEnables data-driven performance improvement and workload planningFrom: Separate workflows for complaints and service requestsTo: Unified validation queue with appropriate categorizationSimplifies the CSO Admin workflow and reduces context switching by 50%

10. System Design Details

New Components

  1. Dashboard Analytics Engine: Processes operational data to generate real-time metrics and trend analysis
  2. Priority Algorithm Module: Evaluates queries and validations to automatically assign priority levels
  3. Notification Manager: Generates alerts for approaching deadlines and critical items
  4. Unified Search Service: Processes search queries across multiple identifier types
  5. Batch Action Processor: Handles bulk operations on multiple items simultaneously

Affected Existing Components

  1. Consumer Query Module: Enhanced to include priority flags and immediate attention indicators
  2. Validation Processing System: Modified to incorporate priority-based queue management
  3. Work Order Tracker: Updated to include visual progress indicators and deadline alerts
  4. Billing System Integration: Expanded to include aging analysis and payment trend tracking
  5. User Interface Framework: Revised to provide a unified dashboard experience

Integration Points

  1. Consumer Database: Real-time access to consumer information for search and context
  2. Work Order Management System: Bi-directional integration for status updates and creation
  3. Billing System: Data exchange for payment status and collection actions
  4. Notification System: Integration for alerts and reminders
  5. Reporting Engine: Data feed for analytics and trend analysis

Data Flows

  1. Consumer queries → Priority algorithm → Dashboard display
  2. Validation actions → Work order system → Work order tracking
  3. Bill status updates → Aging analysis → Payment monitoring
  4. Search queries → Multiple databases → Unified results display
  5. Dashboard interactions → Audit logging → Performance analytics

11. Impact from Solving This Problem

MetricImprovement✅ Query Resolution TimeReduced from average 3.5 days to 1.2 days by ensuring proper prioritization✅ Validation Processing SpeedIncreased from 15 validations/day to 40 validations/day through streamlined interface✅ Work Order Completion RateImproved on-time completion from 65% to 94% through better tracking and alerts✅ Revenue CollectionReduced overdue bills by 45% through proactive monitoring and follow-up✅ CSO Admin ProductivityIncreased tasks completed per day by 60% through unified interface and reduced context switching✅ Consumer SatisfactionImproved satisfaction scores by 35% through faster response and resolution times✅ Operational EfficiencyReduced manual steps by 70% through automation and streamlined workflows✅ Data AccuracyImproved data consistency by 90% through unified search and integrated systems

12. User Behavior Tracking

CSO Admin Behavior Tracking

MetricEvents to TrackPropertiesInsights ProvidedQuery Resolution EfficiencyQuery opened, Query resolvedTime to resolution, Query type, Priority levelHow efficiently are CSO Admins processing different types of queries?Validation Decision TimeValidation viewed, Validation approved/rejectedTime to decision, Validation type, Priority levelWhat is the average decision time for validations and how does it vary by type?Work Order ManagementWork order viewed, Status updatedTime spent reviewing, Update frequency, Completion timeHow effectively are CSO Admins tracking and managing work orders?Bill Payment ProcessingBill viewed, Payment markedTime to update, Bill amount, Days overdueHow quickly are payments being processed and recorded?Search EfficiencySearch initiated, Result selectedSearch criteria used, Time to find, Search refinementsWhich search methods are most effective and how could the search be improved?Dashboard NavigationPage viewed, Feature usedTime spent on section, Navigation path, Action frequencyWhich dashboard features are most used and how do CSO Admins navigate the system?Action DistributionActions taken by typeAction type, Frequency, Time of day, Success rateHow are CSO Admins distributing their time across different responsibilities?Error Encounter RateError occurred, Recovery actionError type, Context, Resolution timeWhat errors are CSO Admins encountering and how quickly are they recovering?

Questions Answered Through Tracking

  1. Which validation types take the longest to process and why?
  2. At what times of day is the CSO Admin most productive?
  3. Which consumer query types are most effectively resolved?
  4. How does the backlog of work orders change throughout the month?
  5. What payment follow-up actions are most effective in reducing overdue bills?
  6. How does the introduction of batch processing affect validation throughput?
  7. Which search methods yield the fastest results for CSO Admins?
  8. How does dashboard usage pattern correlate with operational efficiency?
  9. What is the impact of high-priority alerts on resolution time?
  10. How do performance metrics change during peak vs. normal operational periods?
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