Service Executives (MX04US03)

1. Problem Statement

Core Problem

Meter Reading Supervisors lack a centralized system to manage their meter reading workforce, making it difficult to efficiently assign routes, track reader performance, and maintain accurate reader information for optimal billing cycle operations.

User Role and Pain Points

Meter Reading Supervisor (Primary User)

• Cannot easily view all meter readers and their current status in one consolidated dashboard
• Struggles to assign routes efficiently due to lack of visibility into reader availability, location, and skills
• Lacks centralized access to reader contact information, making communication difficult
• Manual processes for onboarding new meter readers are time-consuming and error-prone
• Difficult to track reader performance metrics and reading completion rates
• No systematic way to manage active/inactive reader status
• Challenges in maintaining up-to-date reader employment details and documentation

2. Who Are the Users Facing the Problem?

Meter Reading Supervisor: Field operations manager responsible for overseeing daily meter reading activities, managing meter reader workforce, assigning reading routes, monitoring performance metrics, and ensuring timely completion of billing cycles. This role requires full access to create, edit, view, and manage all meter reader information and performance data.

3. Jobs To Be Done

For Meter Reading Supervisor: When I need to manage my meter reading workforce and assign daily routes efficiently, but I don't have a centralized view of all meter readers, their availability, contact information, employment details, and performance metrics, help me access a comprehensive meter reader management system with real-time status updates, detailed profiles, and performance tracking capabilities, so that I can efficiently assign routes, monitor productivity, communicate effectively with my team, and ensure consistent meter reading coverage across my service territory while meeting billing cycle deadlines.

4. Solution

Comprehensive Meter Reader Management System

Meter Reader Registration & Onboarding

• Streamlined new meter reader signup process with comprehensive form validation
• Complete profile creation including personal details, contact information, and employment data
• Document upload functionality for ID verification and compliance requirements
• Automated employee ID generation following organizational naming conventions

Centralized Reader Database

• Consolidated list view of all meter readers with key information at a glance
• Real-time status indicators (Active/Inactive) with easy toggle functionality
• Advanced search and filtering capabilities by name, employee ID, location, or status
• Pagination support for large meter reader databases

Contact & Communication Management

• Comprehensive contact information including phone numbers with international support
• Email addresses for digital communication and system notifications
• Physical addresses with validation for route optimization
• Emergency contact information storage for safety protocols

Employment & Administrative Data

• Employment start dates and tenure tracking
• Version information for system compatibility
• IMEI number management for mobile device assignments
• Password management with security requirements

Performance & Assignment Tracking

• Integration readiness for route assignment systems
• Performance metrics dashboard preparation
• Reading completion rate tracking capabilities
• Historical assignment and performance data storage

Security & Access Control

• Secure authentication system with password strength requirements
• Role-based access appropriate for field operations
• Mobile device management through IMEI tracking
• Data protection compliance for employee information

Document Management

• File upload system for employee documentation
• Verification document storage and retrieval
• Compliance document tracking
• Digital document management with secure access

5. Major Steps Involved

Meter Reading Supervisor Workflow

Adding New Meter Reader:

1. Navigate to Meter Reader Signup section from main Settings menu
2. Click "Add" button to open the meter reader registration form
3. Enter Employee ID (auto-populated or manual entry)
4. Fill in required personal information (Name, City, Address)
5. Add contact details (Phone number with country code, Email)
6. Set employment information (Version, Joining Date)
7. Create secure login credentials (Password, Retype Password)
8. Enter device information (IMEI Number for mobile device tracking)
9. Upload required documentation (ID, certifications, etc.)
10. Review all entered information for accuracy
11. Click "Submit" to create the meter reader profile
12. Receive confirmation of successful registration

Managing Existing Meter Readers:

1. Navigate to Meter Reader Signup main page
2. View comprehensive list of all meter readers with status indicators
3. Use search functionality to find specific readers
4. Review reader details by clicking on name or employee ID
5. Toggle Active/Inactive status as needed using status switches
6. Access detailed profile information through view/edit actions
7. Update contact information, employment details, or device assignments
8. Monitor performance metrics and assignment history
9. Generate reports on reader workforce statistics

Route Assignment Preparation:

1. Filter active meter readers by location or availability
2. Review reader contact information for communication
3. Verify mobile device assignments through IMEI tracking
4. Check employment status and tenure for experience-based assignments
5. Access performance history for optimal route distribution

6. Flow Diagram

7. Business Rules

General System Rules

• Employee ID Generation: System must generate unique employee IDs following the pattern "SWA" + sequential number (e.g., SWA223, SWA222)
• Required Field Validation: Name, City, Address, Phone Number, Password, Retype Password, and IMEI Number are mandatory fields
• Data Integrity: All meter reader records must maintain referential integrity with route assignments and performance tracking systems

Registration Rules

• Name Field: Must accept alphabetic characters and spaces, minimum 2 characters, maximum 50 characters
• City Field: Must be validated against predefined city list or allow free text with minimum 2 characters
• Address Field: Must accept alphanumeric characters and standard address symbols, minimum 10 characters for complete address
• Email Validation: Must follow standard email format (username@domain.extension), not required but validated if provided
• Version Field: Optional field accepting alphanumeric characters for system version tracking

Contact Information Rules

• Phone Number: Must accept international format with country code selection (default appears to be +685 based on screenshots)
• Phone Number Validation: Must validate phone number format based on selected country code
• Contact Uniqueness: Phone numbers should be unique across all meter readers to prevent duplicates
• Emergency Contact: System should support additional contact fields for emergency situations

Authentication Rules

• Password Confirmation: Retype Password field must match Password field exactly
• Password Security: Passwords must be encrypted and stored securely
• Login Credentials: Each meter reader must have unique login credentials for mobile applications

Employment Information Rules

• Joining Date: Must be a valid date, cannot be in the future, should default to current date
• Employment Status: New readers default to Active status
• Status Management: Only authorized supervisors can change Active/Inactive status

Device Management Rules

• IMEI Number: Must be exactly 15 digits for valid mobile device identification
• IMEI Uniqueness: Each IMEI number must be unique across all meter readers
• Device Assignment: One IMEI per meter reader for mobile application access
• Device Tracking: System must track device assignment history for security purposes

Document Management Rules

• File Upload: System must support common document formats (PDF, JPG, PNG, DOC)
• File Size Limits: Maximum file size per document (suggest 5MB limit)
• Document Types: Support for ID verification, certifications, and employment documents
• Document Security: Uploaded documents must be encrypted and access-controlled

List Management Rules

• Pagination: Display configurable number of records per page (appears to show 10 records based on screenshots)
• Sorting: Default sort by Employee ID in ascending order, allow sorting by Name, Created On, Status
• Search Functionality: Support search by Employee ID, Name, Contact Number, or IMEI Number
• Filter Options: Allow filtering by Active/Inactive status, Creation date range, City, or Created By user

Data Display Rules

• Date Format: All dates displayed in DD/MMM/YYYY format (e.g., 19/Jun/2025)
• Status Indicators: Visual toggle switches for Active/Inactive status with clear color coding
• Contact Display: Phone numbers displayed with country code prefix
• IMEI Display: Full 15-digit IMEI number displayed for device identification
• Created By: Track and display which user created each meter reader record

Security and Access Rules

• Role-Based Access: Only Meter Reading Supervisors can create, edit, and manage meter readers
• Audit Trail: System must log all create, update, and status change activities with timestamp and user
• Data Privacy: Personal information must be protected according to data privacy regulations
• Session Management: Secure session handling for web application access

Integration Rules

• Route Assignment: Meter reader data must be available for route management systems
• Performance Tracking: Reader information must integrate with performance measurement systems
• Mobile Sync: Reader credentials and device information must sync with mobile applications

8. Sample Data

Meter Reader Profile Data

Employee ID: SWA223
Name: Anzac
City: Samoa
Address: Savali Village, Samoa
Email: anzac.samoa@email.com
Phone Number: +685 7517286
Version: v2.1
Joining Date: 19/Jun/2025
IMEI Number: 351912102034221
Status: Active
Created By: Bolivia
Created On: 19/Jun/2025

Additional Sample Records

Employee ID: SWA222
Name: Fouvale
City: Apia
Address: Apia Central District
Phone Number: +685 7263457
IMEI Number: 355212093209080
Status: Active
Created On: 19/Jun/2025

Employee ID: SWA220
Name: Viki Manupo
Phone Number: +685 7761128
IMEI Number: 20000000
Status: Inactive
Created On: 19/Jun/2025

9. Acceptance Criteria

1. The system must display a comprehensive list of all meter readers with Employee ID, Name, Contact, IMEI No, Created On, Created By, Active status, and Action columns
2. The system must provide an "Add" button that opens a meter reader registration form
3. The system must auto-generate unique Employee IDs following the "SWA" + number pattern
4. The system must validate all required fields (Name, City, Address, Phone Number, Password, Retype Password, IMEI Number) before submission
5. The system must support international phone number format with country code selection
6. The system must validate IMEI numbers to ensure they are exactly 15 digits
7. The system must confirm password match between Password and Retype Password fields
8. The system must provide file upload capability for supporting documents
9. The system must allow toggling of Active/Inactive status for existing meter readers
10. The system must provide search functionality across the meter reader list
11. The system must implement pagination for large datasets
12. The system must display creation date and creating user for audit purposes
13. The system must provide view and edit actions for existing meter reader records
14. The system must prevent duplicate IMEI numbers across all meter readers
15. The system must validate email format when email address is provided
16. The system must save joining date with proper date validation
17. The system must provide Cancel and Submit buttons on the registration form
18. The system must display success confirmation after successful meter reader creation
19. The system must maintain data integrity when updating existing meter reader information
20. The system must provide secure authentication for meter reader access credentials

10. Process Changes

11. Impact from Solving This Problem

12. User Behavior Tracking

Meter Reading Supervisor Tracking Plan

Key Questions These Events Answer:

• How effectively are supervisors managing their meter reader workforce?
• What features are most valuable for daily operations?
• Where are the bottlenecks in the meter reader management process?
• How can we improve the user experience for route assignment and performance tracking?
• What additional information or functionality do supervisors need most?

13. Wireframe

Wrieframe Link: Click Here