Utility Admin Dashboard (ONB02US01)

1. Problem Statement

User Role: Utility Administrator

Pain Points:

Lack of a centralized interface to view utility-specific details across different modules (CX, BX, MX, WX)
Inability to track progress of utility setup and configuration (currently showing 60% complete overall but with varying progress in individual configuration sections)
Difficulty in monitoring configurations, troubleshooting issues, and ensuring seamless utility operations
Fragmented visibility into critical metrics across revenue collection, billing cycles, service requests, and work orders
Challenge in prioritizing configuration tasks with no clear indication of dependencies or critical paths

Core Problem

Utility administrators in Smart360 lack integrated tools to efficiently manage and monitor utility configurations across multiple modules. This fragmentation leads to inefficiencies in setup, maintenance, and troubleshooting, ultimately affecting service delivery and operational performance.

2. Who Are the Users Facing the Problem?

Utility Administrator

Responsible for managing water, electricity, and gas utilities configuration and operation
Oversees setup progress across multiple configuration sections (Core System Settings, Staff & Access Control, Pricing & Billing, etc.)
Monitors operational metrics including revenue collection, billing cycles, service requests, and work orders
Handles configuration of utility services, permissions, and organizational structure
Requires access to all feature areas of the dashboard for comprehensive utility management

3. Jobs To Be Done

For Utility Administrator: When I need to monitor the overall progress of utility setup and configuration, But I lack a centralized view that shows dependencies and relationships between configuration sections, Help me visualize configuration progress with interdependencies and priority indicators, So that I can efficiently complete the utility setup process and understand which areas need immediate attention.

For Utility Administrator: When I need to troubleshoot issues across different modules (CX, BX, MX, WX), But I have no unified interface to correlate problems between modules, Help me access a comprehensive view that connects related issues across modules, So that I can quickly identify root causes and resolve issues affecting multiple areas.

For Utility Administrator: When I need to ensure all critical configuration sections are properly set up, But I cannot easily determine the impact of incomplete configurations on operational performance, Help me understand the relationship between configuration completion and key performance metrics, So that I can prioritize configuration tasks that will have the greatest positive impact on operations.

For Utility Administrator: When I need to respond to critical alerts and service disruptions, But I struggle to connect these issues to specific configuration settings, Help me trace operational issues back to their configuration sources, So that I can make targeted adjustments to prevent recurring problems.

For Utility Administrator: When I need to optimize billing and revenue collection processes, But I can't easily identify configuration gaps affecting financial performance, Help me connect billing issues and revenue metrics to specific configuration areas, So that I can fine-tune configuration settings to improve financial outcomes.

4. Solution

Comprehensive Solution Description

The solution is an enhanced Utility Admin Dashboard that provides a centralized, holistic view of utility configuration and operations. It enables administrators to monitor progress, identify dependencies, troubleshoot issues across modules, and optimize performance through targeted configurations.

Key Capability Areas

1. Configuration Progress Tracking

Visual progress tracker with dependency mapping between configuration sections
Critical path identification for essential configuration tasks
Automated recommendations for next configuration steps based on current status

2. Cross-Module Integration

Unified view of related data across CX, BX, MX, and WX modules
Correlation engine to connect issues across different operational areas

5. Major Steps Involved

Utility Administrator: Completing Initial Configuration Setup

Log into the Smart360 platform and navigate to the Utility Admin Dashboard
View the overall Utility Setup Progress indicator (currently at 60%)
Identify configuration sections with the lowest completion percentages (Pricing & Billing at 33%, Service Areas and Calendar & Scheduling at 50%)
Click "Configure Section" on the Pricing & Billing card
Complete the rate plan setup and payment structure configuration
Save changes and return to the dashboard
Observe the updated completion percentage for Pricing & Billing and overall Utility Setup Progress
Proceed to the next lowest completion section (Service Areas)
Map the geographic regions for service coverage
Save and return to dashboard
Continue with Calendar & Scheduling configuration, defining non-working days
Complete remaining configurations for Core System Settings, Staff & Access, and ID & Reference Numbers
Review the overall Utility Setup Progress to ensure 100% completion
Validate configuration by checking operational metrics (Revenue Collection, Billing Cycle, Service Requests, Work Orders)

6. Flow Diagram

7. Business Rules

General Configuration Rules

Configuration changes must be validated against operational requirements before being applied
All configuration changes must be logged with timestamp and admin identification
Configuration settings cannot be deleted once operational data depends on them, only marked as inactive

Performance Metric Rules

KPI's

Monthly Revenue Growth = (Current Month Revenue - Previous Month Revenue) / Previous Month Revenue × 100
Billing Cycle Progress = (Completed Billing Tasks / Total Billing Tasks) × 100
Service Requests = Total service requests
Work orders = total completed workorder / Total workorders

Revenue collection

Collection Efficiency = (Total Amount Collected / Total Billable Amount) × 100
Daily Collection = Total Monthly Collection ÷ Number of Working Days
Total Outstanding = Sum of amounts in each aging bucket (0-30, 30-60, 60-90, 90+ days)
Aging Bucket Percentage = (Amount in Specific Bucket / Total Outstanding) × 100

Coustomer service:

Service request = total number of service request
- Request Volume Growth = (Current Open Requests - Previous Open Requests) / Previous Open Requests × 100
Total complaints = Number of total complaints
- Complaint Resolution Rate = (Resolved Complaints / Total Complaints) × 100
Display the high priority request

Work Orders Formulas:

Work Order Completion Rate = (Completed Work Orders / Total Work Orders) × 100

Meter Management Formulas:

Reading Cycle Completion = (Completed Readings / Total Scheduled Readings) × 100
Alert Rate = (Total Meter Alerts / Total Meters) × 100
Display the error messages related to meter

Billing Cycle Progress Rules:

Total Generated Bills: 52,430
Delivered Bills: 49,856
Paid Bills: 36,701
Cycle Completion: 76% - total umber of cycles compare with completed cycles
Calculation Rule: Progress tracked by ratio of completed to total billing tasks
Display all billing related issues that occoured recently

Field Operations Rules: Work Order Status Tracking:

Completed Work Orders: 87
In Progress Work Orders: 15
Overdue Work Orders: 10
Display the recent 5 workorders with the name, assigne, and status

Configuration section

Display all the configuration sections with respect to its completion percentage
On Configure navigate to the cofigure section for selceted Card

8. Acceptance Criteria

The system must display overall utility setup progress as a percentage with visual indicators
The system must break down configuration completion by section with individual progress percentages
The system must allow direct navigation to any configuration section via "Configure Section" buttons
The system must display operational metrics related to completed configurations
The system must log all configuration changes with timestamp and user information

9. Process Changes

Category	Current Approach	Optimized Approach	Expected Impact
Configuration Management	Manual tracking of configuration status across separate sections	Centralized dashboard with unified progress tracking	70% reduction in monitoring time; increased visibility across all utility aspects
Utility Setup	Ad-hoc configuration without clear prioritization	Structured, guided setup with clear dependencies and critical path	40% faster utility onboarding; more consistent configuration quality
Knowledge Transfer	Siloed expertise in specific configuration areas	Centralized knowledge base with contextual guidance	Reduced dependency on specialized staff; 45% faster onboarding of new administrators

11. Impact from Solving This Problem

Metric	Improvement	Justification
✅ Utility Setup Time	40% reduction	Centralized configuration tracking and clear dependencies eliminate wasted effort and create a structured approach to setup
✅ Configuration Quality	35% improvement	Validation, and best practices ensure more consistent, high-quality configurations
✅ Operational Efficiency	25% improvement	Better configurations reduce service disruptions and administrative overhead
✅ Administrative Productivity	30% increase	Less time spent navigating between modules and troubleshooting configuration issues
✅ Revenue Leakage	15% reduction	Properly configured billing and meter systems reduce unbilled consumption and payment errors
✅ Customer Satisfaction	20% improvement	Fewer service disruptions and faster issue resolution improve the customer experience
✅ Training Time for New Admins	50% reduction	Contextual help and intuitive configuration interfaces reduce learning curve

12. User Behavior Tracking

Events to Track for Utility Administrator

Event	Properties Captured	Metrics	Insights Generated
Configuration Section Opened	`section_id` , `completion_percentage` , `time_since_last_update`	Frequency, Duration, Completion Rate	Which configuration areas require the most attention? Are admins struggling with specific sections?
Configuration Change Made	`section_id` , `field_id` , `previous_value` , `new_value` , `validation_result`	Change Frequency, Error Rate, Revision Count	Are configurations stable or frequently changing? Which fields cause the most validation errors?
Configuration Dependency Followed	`source_section_id` , `target_section_id` , `navigation_context`	Flow Efficiency, Path Adherence	Are admins following optimal configuration paths? Are dependencies clear and logical?
Alert-to-Configuration Navigation	`alert_id` , `alert_type` , `target_section_id` , `resolution_time`	Response Time, Resolution Rate, Configuration Impact	How effectively are alerts driving configuration improvements?
Configuration Template Applied	`template_id` , `target_sections` , `customization_count`	Template Usage, Customization Rate	Are templates saving time? Which templates are most valuable?
Configuration Health Score Viewed	`overall_score` , `section_scores` , `time_spent_reviewing`	Review Frequency, Action Rate	Does the health score drive improvement actions?
Configuration Help Accessed	`section_id` , `help_topic` , `time_spent_reviewing`	Help Utilization, Topic Popularity	Which configuration areas need better documentation or training?
Cross-Module Navigation	`source_module` , `target_module` , `context` , `time_to_complete_task`	Navigation Efficiency, Task Completion	Is cross-module integration saving time and improving problem-solving?

Questions Answered by Tracking Data

Which configuration areas cause the most difficulty for administrators?
Does configuration completion correlate with improved operational metrics?
Are administrators following optimal configuration sequences?
Which configuration changes have the most positive impact on performance?
Are templates and guided workflows reducing configuration time and errors?
Do administrators understand the relationships between different configuration sections?
How quickly do administrators respond to configuration-related alerts?
Which configuration help topics are most frequently accessed?
Are administrators able to efficiently navigate between related issues across modules?
Does the configuration health score drive improvement actions?