Utility Plans & Tariffs Management (ONB02US06)

1. Problem Statement

Utility Administrator

Lacks an intuitive overview of active versus inactive plans and tariffs
Has difficulty tracking recently modified tariffs and their current status
Struggles to manage multiple tariff types across different utility services
Cannot easily identify which tariffs are nearing expiration

Billing Manager

Cannot efficiently create and configure new tariff structures
Lacks version control when updating existing tariffs
Has limited ability to analyze the impact of tariff changes
Struggles with maintaining consistent naming and categorization of tariffs

Core Problem

The current tariff and plan management system lacks proper organization, visibility, and user guidance, making it difficult for administrators to efficiently create, update, and track utility plans and tariffs. This leads to potential errors in billing, confused customers, and inefficient utility operations.

2. Who Are the Users Facing the Problem?

Utility Administrator

Responsible for configuring system settings to align with utility business processes, managing master data including rate structures, and ensuring proper service area definitions.

Billing Manager

Oversees the entire billing cycle, ensures accurate implementation of rate structures, manages billing exceptions, and develops bill formats for customer communications.

Billing Specialist

Executes billing cycles, implements rate changes in the system, analyzes consumption data, and manages pro-rated billings for new accounts.

3. Jobs To Be Done

For Utility Administrator:

When I need to get a quick overview of all active plans and tariffs, But I have to navigate through multiple screens and manually count active versus inactive ones, Help me view a consolidated dashboard with key metrics and status indicators, So that I can quickly understand our current tariff landscape and make informed decisions.

For Utility Administrator:

When I need to track recently modified plans and tariffs, But I have no easy way to see what has changed and by whom, Help me access a chronological list of recent changes with modification details, So that I can monitor system changes and ensure proper configuration.

For Billing Manager:

When I need to create new tariff structures for different utility types, But I struggle with the complex configuration process and risk creating overlapping tariffs, Help me use a guided, step-by-step tariff creation process with validation checks, So that I can efficiently implement accurate billing structures without errors.

For Billing Manager:

When I need to update existing tariffs to reflect rate changes, But I worry about losing historical rate information and tracking who made changes, Help me maintain version history and clear audit trails for all tariff modifications, So that I can confidently update rates while preserving historical data for reference and compliance.

For Billing Specialist:

When I need to explain tariff structures to customers, But I lack clear visualization of how different consumption levels affect billing, Help me access intuitive tariff visualizations and sample calculations, So that I can accurately explain billing structures and answer customer inquiries.

4. Solution

Comprehensive Tariff Dashboard

Consolidated Overview: At-a-glance view of total plans, tariffs, and active subscribers
Status Indicators: Clear visual distinction between active, inactive, and expired tariffs
Growth Metrics: Percentage change indicators for subscriber numbers
Recently Updated Items: Chronological display of recently modified plans and tariffs

Advanced Tariff Management System

Structured Listing: Sortable, filterable table of all tariffs with key metadata
Bulk Operations: Upload, download, and batch editing capabilities
Version Control: Complete tariff version history with change tracking
Status Management: Easy activation, deactivation, and scheduling of tariffs

Intuitive Tariff Creation Workflow

Guided Form: Step-by-step tariff creation with contextual help
Validation Logic: Real-time validation to prevent errors and overlaps
Template System: Reusable templates for common tariff structures
Preview Capability: Visualize tariff impact before publishing

Tariff Configuration Tools

Multiple Rate Types: Support for flat, slab, time-based, and seasonal rates
Flexible Date Handling: Precise control over validity periods
Unit Rate Management: Intuitive interface for managing consumption-based pricing
Multi-utility Support: Unified interface across water, electricity, and gas services

Tariff Analysis & Reporting

Impact Visualization: Visual representation of how tariffs affect billing at different usage levels
Comparison Tools: Side-by-side comparison of tariff versions
Benefit Highlights: Clear communication of tariff advantages for different usage patterns
Optimization Suggestions: Automated recommendations for efficiency improvements

Audit & Compliance Features

Complete Version History: Chronological record of all tariff changes
User Attribution: Clear tracking of who created or modified each tariff
Change Documentation: Detailed descriptions of what changed between versions
Status Tracking: Historical view of when tariffs were active/inactive

Integration & Accessibility

Export Capabilities: Download tariff data in standard formats
Import Tools: Upload tariffs from standardized templates
API Access: Programmatic access for integration with other systems
Mobile Compatibility: Responsive design for access across devices

5. Major Steps Involved

For Utility Administrator - Reviewing Tariff Overview:

Log into the SMART360 system and navigate to "Plans & Tariffs" section
View the Overview dashboard showing total plans (12), total tariffs (25), and active subscribers (1,284)
Note the status breakdown (4 active plans, 8 inactive plans, 18 active tariffs, 7 inactive tariffs)
Review subscriber growth metrics (+7.2% from last month)
Examine the "Recently Updated Plans" section to see Residential Basic, Business Premium, and Summer Special plans
Check the "Recently Updated Tariffs" section to review Standard Electricity Rate, Peak Hour Rate, and Winter Discount
Click "View all plans" or "View all tariffs" to access the complete listing if needed

For Billing Manager - Creating a New Tariff:

Navigate to the Tariff Management screen
Click the "Add Tariff" button in the top right corner
Enter basic information in the form:
- Provide a descriptive tariff name
- Select the utility type (Water, Gas, or Electricity) from the dropdown
- Choose the appropriate rate type (Slab, Fixed, Flat, Seasonal)
Set the validity period:
- Select a start date ("Valid From")
- Optionally specify an end date ("Valid To") or leave as ongoing
- Note the warning about overlapping dates with existing tariffs
Configure the rate structure:
- For slab rates: Define consumption ranges (From-To) and the unit rate for each range
- Click "Add Slab" button to add additional consumption tiers if needed
Review all information for accuracy
Click "Save & Publish" to activate the tariff or "Cancel" to discard changes

For Billing Manager - Viewing and Editing an Existing Tariff:

Navigate to the Tariff Management screen
Use the search box to find a specific tariff or browse the list
Apply filters if needed to narrow down the search results
Locate the desired tariff (e.g., "Standard Residential Electricity")
Click on the tariff name to open the detailed view
Review the tariff information, including:
- Basic details (name, utility type, rate type, validity dates)
- Rate configuration (current base unit rate and examples at different consumption levels)
- Analysis & Benefits (key advantages and optimization tips)
Click on the "Rate Configuration" tab to view or modify the current rates
To make changes, modify the required fields and save
Check the "Tariff Version History" section to review previous changes
Return to the tariff list by clicking "Back"

For Billing Specialist - Analyzing Tariff History:

Navigate to the detailed tariff view for a specific tariff
Scroll down to the "Tariff Version History" section
Review the version history table showing all changes made to the tariff
Use filters to narrow down the history by utility, version ID, or search by user
For each version, note:
- Version number and status
- Who made the change
- Summary of what changed
- Date and time of the change
Click the "eye" icon on any version to view the complete details of that version
Compare changes between versions to understand the tariff evolution

6. Flow Diagram

flowchart TD
    A[Start: Plans & Tariffs Dashboard] --> B{User Action}
    B -->|View Overview| C[View Plans & Tariffs Summary]
    B -->|Manage Tariffs| D[Access Tariff Management]
    B -->|Manage Plans| E[Access Plan Management]
    
    C --> F[Review Active/Inactive Counts]
    C --> G[Check Subscriber Growth]
    C --> H[View Recently Updated Items]
    
    D --> I{Tariff Action}
    I -->|Create New| J[Add Tariff Form]
    I -->|Edit Existing| K[View Tariff Details]
    I -->|Download/Upload| L[Bulk Operations]
    
    J --> M[Enter Basic Information]
    M --> N[Set Validity Period]
    N --> O[Configure Rate Structure]
    O --> P[Save & Publish]
    
    K --> Q[View Tariff Information]
    Q --> R[View Rate Configuration]
    R --> S[View Analysis & Benefits]
    Q --> T[View Version History]
    Q --> U{Edit Action}
    U -->|Update| V[Modify Tariff Details]
    V --> W[Create New Version]
    W --> P
    
    L --> X[Select Import/Export Format]
    X --> Y[Process Bulk Operation]
    
    E --> Z{Plan Action}
    Z -->|Create New| AA[Add Plan Form]
    Z -->|Edit Existing| AB[View Plan Details]

7. Business Rules

General Tariff Rules

Each tariff must have a unique name within the system.
Tariffs must be associated with exactly one utility type (Water, Gas, or Electricity).
Each tariff must have exactly one rate type (Flat, Slab, Fixed, Seasonal).
All tariffs must have a valid start date, while end date is optional.
Tariffs without an end date are considered "ongoing" until explicitly terminated.
Tariffs of the same utility type and rate type cannot have overlapping validity periods.
Only users with appropriate permissions can create, edit, or delete tariffs.
A tariff can only be deleted if it has never been applied to any customer account.
Tariff versions are automatically incremented when any change is made to an existing tariff.
Each tariff version must include a change summary describing what was modified.

Rate Configuration Rules

Flat rate tariffs must have a single unit rate that applies to all consumption levels.
Slab rate tariffs must have at least one consumption range defined (From-To).
For slab rates, consumption ranges cannot overlap and must cover the entire possible consumption spectrum.
The first slab must always start from 0 units of consumption.
All unit rates must be non-negative numbers and support up to 4 decimal places.
Seasonal tariffs must define specific date ranges when the seasonal rates apply.
Time-based rates must define specific time periods (peak/off-peak) when different rates apply.
The system must prevent creation of slabs with missing upper bounds except for the highest slab.

Version Control Rules

All tariff modifications create a new version with an incremented version number.
Previous versions of tariffs must be preserved for historical reference and cannot be deleted.
Only the most recent version of a tariff can be modified.
Each version must record the user who made the change, the date/time, and a description of the change.
Archived versions cannot be directly reinstated; instead, a new version must be created.
Only published versions can be active and applied to customers.

Status Management Rules

Tariffs can have one of three statuses: Active, Expired, or Inactive.
A tariff is automatically marked as "Expired" when the current date exceeds its end date.
A tariff can be manually set to "Inactive" at any time by an authorized user.
Only "Active" tariffs can be applied to customer accounts for billing purposes.
Status changes must be recorded in the version history with appropriate attribution.
Expired tariffs cannot be reactivated; a new version must be created instead.

Error Handling Rules

The system must validate all tariff configurations before saving and display specific error messages.
If a date overlap is detected, the system must identify the conflicting tariff by name.
When a required field is missing, the system must highlight the field and prevent submission.
Numeric entry errors (e.g., negative rates) must be caught with clear error messages.
When deleting or deactivating a tariff, the system must check if it's in use and warn accordingly.
Version conflicts (when two users attempt to modify the same tariff) must be detected and prevented.

8. Sample Data

Tariff Examples

Tariff Name	Utility Type	Rate Type	Valid From	Valid To	Status	Version
Commercial Water Basic	Water	Slab	Mar 15, 2025	May 15, 2025	Active	v1
Industrial Gas	Gas	Fixed	Mar 15, 2025	Ongoing	Active	v2
Old Residential Plan	Electricity	Flat	Jan 1, 2023	Mar 15, 2025	Expired	v1
Seasonal Residential Electricity	Electricity	Seasonal	Mar 15, 2025	Ongoing	Active	v1
Standard Residential Electricity	Electricity	Flat	Mar 15, 2025	Ongoing	Active	v1
Peak Hour Rate	Electricity	Time-based	Mar 14, 2025	Ongoing	Active	v2
Winter Discount	Electricity	Seasonal	Nov 1, 2024	Mar 31, 2025	Active	v3

Rate Configuration Examples

Flat Rate Example (Standard Residential Electricity)

Base Unit Rate: $0.1200 per unit
Sample Calculations:
- 100 units = $12.00
- 200 units = $24.00
- 500 units = $60.00

Slab Rate Example (Commercial Water Basic)

From (units)	To (units)	Unit Rate ($)
0	100	0.08
101	500	0.10
501	1000	0.12
1001	No limit	0.15

Seasonal Rate Example (Winter Discount)

Season	Date Range	Base Rate ($)	Discount (%)
Winter	Nov 1 - Mar 31	0.09	25%
Regular	Apr 1 - Oct 31	0.12	0%

Time-based Rate Example (Peak Hour Rate)

Time Period	Hours	Unit Rate ($)
Off-Peak	10 PM - 6 AM	0.08
Standard	6 AM - 4 PM, 8 PM - 10 PM	0.12
Peak	4 PM - 8 PM	0.18

Version History Example (Standard Residential Electricity)

Version	Changed By	Change Summary	Date/Time	Status
v1.0	admin@example.com	Initial tariff creation	12/15/2022, 4:00:00 PM	Published
v2.0	john.smith@example.com	Unit Rate updated from 0.12 to 0.15	5/10/2023, 10:15:00 PM	Published
v3.0	sarah.jones@example.com	Extended validity period	9/22/2023, 2:45:00 PM	Archived

9. Acceptance Criteria

The system must display an overview dashboard showing total plans, total tariffs, and active subscribers with growth indicators.
The system must clearly differentiate between active and inactive plans/tariffs on the overview screen.
The system must display recently updated plans and tariffs with timestamps and categories.
The system must support at least four different rate types: Flat, Slab, Fixed, and Seasonal.
The system must support at least three utility types: Water, Gas, and Electricity.
The system must enforce validation that prevents overlapping validity periods for tariffs of the same utility and rate type.
The system must provide a guided, step-by-step form for creating new tariffs.
The system must allow users to configure slab-based rates with multiple consumption tiers.
The system must automatically calculate and display sample billing amounts for different consumption levels.
The system must maintain a complete version history for all tariffs, including who made changes and when.
The system must display the status (Active, Expired, Inactive) of each tariff with appropriate visual indicators.
The system must allow authorized users to upload and download tariff data in standard formats.
The system must provide filtering and searching capabilities for the tariff management screen.
The system must prevent deletion of tariffs that are currently in use by customer accounts.
The system must automatically update the tariff status when validity dates expire.
The system must display contextual tips and benefits for different tariff configurations.
The system must provide a comparison view between different versions of the same tariff.
The system must enforce appropriate permission levels for tariff creation, editing, and activation.
The system must log all tariff-related actions for audit and compliance purposes.
The system must provide responsive design that works on both desktop and mobile devices.

10. Process Changes

Current Process	New Process	Impact Analysis
Manually tracking which tariffs are active vs. inactive	Automated dashboard showing real-time status counts	Reduces monitoring time by 75% and eliminates risk of overlooked expired tariffs
Creating new tariffs without validation for overlapping dates	System automatically validates and prevents overlapping validity periods	Eliminates billing errors due to conflicting tariffs, saving approximately 10 hours per month in troubleshooting
No visibility into recent tariff changes	Dashboard with chronological display of recently updated items	Improves team coordination and reduces confusion about the current state of tariffs
Limited version tracking for tariff changes	Complete version history with change attribution and documentation	Enhances audit capabilities and provides accountability for all rate changes
Manual calculations to explain billing impacts to customers	Automated sample calculations at different consumption levels	Reduces calculation errors and improves customer service response time by approximately 40%
No structured way to analyze tariff benefits	Built-in analysis and optimization suggestions	Enables data-driven tariff design and customer recommendations
Siloed management of different utility types	Unified interface for all utility tariffs	Streamlines administration and reduces training needs by approximately 30%
Manual export/import processes for tariff data	Integrated bulk operations with standardized formats	Reduces data transfer time by approximately 60% and minimizes transcription errors

11. Impact from Solving This Problem

Metric	Improvement
Tariff Configuration Time	Reduces time to create new tariffs by 65% through guided workflows and templates
Billing Error Rate	Decreases billing errors related to tariff configuration by 80% through validation rules
Customer Service Efficiency	Improves call resolution time for tariff-related inquiries by 40% with better visualization tools
Tariff Management Oversight	Increases visibility into tariff status and changes by 100% through comprehensive dashboards
Compliance Documentation	Enhances audit trail completeness by 90% with automatic version history
Cross-department Coordination	Improves collaboration between billing and customer service teams by 50% through shared tariff information
Rate Analysis Capabilities	Enables new data-driven rate optimization previously impossible without proper tools
Customer Transparency	Improves customer understanding of billing structures through clearer rate visualization

12. User Behavior Tracking

For Utility Administrator

Event	Properties	Insights	Questions Answered
Dashboard viewed	Time spent, Sections expanded	Understand which dashboard elements are most valuable	How do administrators use the overview dashboard? Which metrics are most important?
Tariff filtered	Filter criteria, Time to find target	Measure search efficiency and common filtering patterns	What are the most common ways administrators find tariffs? Are certain filters more useful than others?
Tariff status changed	Previous status, New status, Reason	Track lifecycle management patterns	How often are tariffs manually deactivated vs. expiring naturally? What reasons drive status changes?
Export/Import action	File format, Record count, Success/failure	Measure bulk operation effectiveness	How frequently are bulk operations used? What is the failure rate?

For Billing Manager

Event	Properties	Insights	Questions Answered
Tariff created	Utility type, Rate type, Time to complete	Measure configuration efficiency and patterns	How long does tariff creation take? Which utility types require the most complex configuration?
Rate configuration modified	Fields changed, Before/after values	Understand rate change patterns	What types of rate changes are most common? Are certain fields frequently corrected after initial setup?
Version history viewed	Tariff ID, Time spent reviewing	Track audit behavior	How often is version history used? Is it primarily for audit or for reference when making new changes?
Tariff comparison used	Versions compared, Export action	Measure analysis tool usage	How valuable is the comparison feature? Does it drive decision-making for new rate structures?

For Billing Specialist

Event	Properties	Insights	Questions Answered
Sample calculation viewed	Consumption levels, Tariff type	Track explanation patterns	Which consumption levels are most frequently referenced when explaining bills?
Benefit section accessed	Tariff ID, Time spent	Measure value of benefit information	How useful are the benefit highlights for customer explanations?
Tariff details printed/shared	Format, Destination	Track customer communication	How often are tariff details shared directly with customers? What format is preferred?
Search for active tariff	Search terms, Results count, Selection	Understand tariff discovery patterns	How do specialists find the right tariff when helping customers? What search terms are most effective?

These tracking metrics will help measure both user adoption of the new system and its effectiveness in solving the core problems identified. By analyzing these patterns over time, the team can continue to optimize the tariff management experience for all user roles.