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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:

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

For Billing Manager - Creating a New Tariff:

  1. Navigate to the Tariff Management screen
  2. Click the "Add Tariff" button in the top right corner
  3. 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)
  4. 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
  5. 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
  6. Review all information for accuracy
  7. Click "Save & Publish" to activate the tariff or "Cancel" to discard changes

For Billing Manager - Viewing and Editing an Existing Tariff:

  1. Navigate to the Tariff Management screen
  2. Use the search box to find a specific tariff or browse the list
  3. Apply filters if needed to narrow down the search results
  4. Locate the desired tariff (e.g., "Standard Residential Electricity")
  5. Click on the tariff name to open the detailed view
  6. 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)
  7. Click on the "Rate Configuration" tab to view or modify the current rates
  8. To make changes, modify the required fields and save
  9. Check the "Tariff Version History" section to review previous changes
  10. Return to the tariff list by clicking "Back"

For Utility Administrator - Managing Plans:

  1. Navigate to the Plan Management screen
  2. View the list of all plans with their key details (Name, Consumer Categories, Billing Frequency, Validity, Services, Status)
  3. Use the search function to find specific plans by name, category, or service
  4. Apply filters to narrow down the plan list if needed
  5. Review plan statuses (Active, Inactive) and validity periods at a glance
  6. For any plan, use the action buttons to:
    • View detailed plan information
    • Edit plan configuration
    • Activate or Deactivate the plan as needed
  7. To add a new plan, click the "Add New Plan" button in the top right corner

For Billing Manager - Creating a New Plan:

  1. Navigate to Plan Management and click "Add New Plan"
  2. Complete the 4-step wizard process:
    • Step 1 (Basic Details):
      • Enter Plan Name and Short Name
      • Provide a descriptive plan description
      • Select Billing Frequency (Monthly, Quarterly)
      • Choose Tax Type and enter Tax Rate
      • Set Start Date and optional End Date
    • Step 2 (Consumer Categories):
      • Select applicable consumer categories (Residential, Commercial, Industrial)
      • Choose relevant subcategories for each selected category
    • Step 3 (Utility Services):
      • Select the utility services included in the plan (Electricity, Water, Gas, etc.)
      • For each service, configure Rate Type and select a predefined Rate Name
      • Review available rates and their values
    • Step 4 (Service Charges):
      • Add Common Charges that apply to all services
      • Configure Service-Specific Charges if needed
      • For each charge, enter name, select charge type, and specify rate amount
  3. Review all information across all steps
  4. Click "Save Plan" to create the new plan

For Billing Specialist - Viewing Plan Details:

  1. Navigate to the Plan Management screen
  2. Find the desired plan (e.g., "Residential Basic Electricity")
  3. Click the "View" action button to access detailed information
  4. On the Plan Details tab, review:
    • Basic Information (Plan Name, Short Name, Description, Billing Frequency, Tax details)
    • Consumer Categories and subcategories
    • Utility Services Details with Rate Types and Names
    • Service-Specific Charges
    • Common Charges
  5. Check the Plan Summary section for quick reference information:
    • Current Status
    • Billing and Tax details
    • Number of Services and Common Charges
    • Consumer count
    • Creation and Last Modified dates
  6. Use Quick Actions to:
    • Edit Plan if changes are needed
    • Generate Report for analysis
    • View All Consumers assigned to this plan
  7. Review Plan Consumer Impact section to understand how many customers would be affected by changes

For Billing Manager - Tracking Plan Version History:

  1. Navigate to the detailed view of a specific plan
  2. Click on the "Version History" tab
  3. Review the chronological list of all plan versions
  4. For each version, examine:
    • Version number
    • Date and time modified
    • Modified by (user who made the changes)
    • Summary of changes made
  5. Expand "View Changes" to see detailed before/after comparison of modified values
  6. Use this information to track plan evolution and audit changes over time

6. Flow Diagram


fff.png7. Business Rules

Plan Configuration Rules

  1. Each plan must have both a full Plan Name and a Short Name for quick reference.
  2. Plan Name must be unique within the system to avoid confusion.
  3. Short Name must be concise and recognizable, limited to 15 characters maximum.
  4. All plans must include a description that briefly outlines the plan benefits.
  5. Plans must specify a Billing Frequency (Monthly, Bi-monthly, Quarterly, or Annually).
  6. Tax Type must be selected from predefined options (Flat, Percentage, Tiered, Exempt).
  7. Tax Rate must be a positive number appropriate to the selected tax type (percentage or fixed amount).
  8. All plans must have a defined Start Date that cannot be in the past.
  9. End Date is optional; plans without an end date are considered "ongoing."
  10. Plans cannot be created with a Start Date that is later than the End Date.
  11. At least one Consumer Category (Residential, Commercial, or Industrial) must be selected for each plan.
  12. When a Consumer Category is selected, at least one corresponding Sub Category must also be selected.
  13. Available Sub Categories are dynamically filtered based on the selected main categories.
  14. At least one Utility Service (Electricity, Water, Gas, Sewer, or Waste Management) must be selected for each plan.
  15. On clicking on Add rate the User should be redirected to add rate form.
  16. when the User saves the rate then the User should be auto directed to the plan form, if user cancle the rate addition then also user should be directed to the plan form
  17. Each selected Utility Service must have an associated Rate Type and Rate Name configured.
  18. Available Rate Names are filtered based on the selected Utility Service and Rate Type.
  19. Service Charges can be defined as either Common Charges (applying to all services) or Service-Specific Charges.
  20. All Service Charges must have a name, charge type, and rate amount specified.
  21. Service Charge types can be Fixed, Variable, or Consumption-based.
  22. The system must enforce a 4-step wizard process for plan creation (Basic Details → Consumer Categories → Utility Services → Service Charges).
  23. Users cannot proceed to the next step in the wizard until all required fields in the current step are completed.
  24. Plans cannot be saved until all four configuration steps have been completed.

Tariff Configuration Rules

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

Rate Configuration Rules

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

Plan-Tariff Relationship Rules

  1. Plans must reference existing tariffs rather than creating new rate structures.
  2. A single plan can incorporate multiple tariffs across different utility services.
  3. The system must validate that selected tariffs are compatible with the plan's consumer categories.
  4. The system must prevent assigning expired tariffs to new plans.
  5. When a tariff referenced by a plan expires, the system must notify administrators.
  6. Plans can only be assigned to customers that match the plan's defined consumer categories.
  7. When a plan becomes inactive, existing customers remain on the plan until their next billing cycle.
  8. The system must maintain the relationship between plans and tariffs for historical billing reference.

Version Control Rules

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

Status Management Rules

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

Error Handling Rules

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

8. Sample Data

Plan Examples

Plan Name

Consumer Categories

Billing Frequency

Validity

Utility Services

Status

Residential Basic Electricity

Residential

Monthly

01/01/2023 - 31/12/2023

Electricity

Active

Commercial Water Plan

Commercial

Quarterly

01/03/2023 - No Expiry

Water

Active

Industrial Gas Supply

Industrial

Monthly

01/06/2023 - 31/05/2024

Gas

Inactive

Premium Residential Bundle

Residential

Monthly

01/01/2023 - No Expiry

Electricity, Water, Gas

Active

Small Business Utilities

Commercial, Small Business

Monthly

01/04/2023 - 31/03/2024

Electricity, Water

Active

Plan Details Example (Residential Basic Electricity)

Basic Information

  • Plan Name: Residential Basic Electricity
  • Short Name: RBE
  • Description: A simple electricity plan for residential customers
  • Billing Frequency: Monthly
  • Tax Information: Percentage (5%)
  • Validity: Jan 1, 2023 - Dec 31, 2023

Consumer Categories

  • Main Category: Residential
  • Sub Category: Single Family

Utility Services

  • Electricity
    • Rate Type: Fixed Rate
    • Rate Name: Standard Rate
    • Base Rate: $0.99

Service Charges

  • Service-Specific Charges:
    • Peak Usage Fee: $0.15 (Variable)
  • Common Charges:
    • Administrative Fee: $5.99 (Fixed)
    • Document Processing: $2.50 (Fixed)

Plan Version History Example

Version

Date Modified

Modified By

Changes

1.0

Jan 1, 2023, 10:30 AM

John Doe

Initial Plan Creation

1.1

Mar 13, 2023, 2:45 PM

Jane Smith

Tax Value: 4.5% → 5%<br>Description: "Basic plan" → "A simple electricity plan for residential customers"

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

  1. The system must display an overview dashboard showing total plans, total tariffs, and active subscribers with growth indicators.
  2. The system must clearly differentiate between active and inactive plans/tariffs on the overview screen.
  3. The system must display recently updated plans and tariffs with timestamps and categories.
  4. The system must support at least four different rate types: Flat, Slab, Fixed, and Seasonal.
  5. The system must support at least three utility types: Water, Gas, and Electricity.
  6. The system must enforce validation that prevents overlapping validity periods for tariffs of the same utility and rate type.
  7. The system must provide a guided, step-by-step form for creating new tariffs.
  8. The system must allow users to configure slab-based rates with multiple consumption tiers.
  9. The system must automatically calculate and display sample billing amounts for different consumption levels.
  10. The system must maintain a complete version history for all tariffs, including who made changes and when.
  11. The system must display the status (Active, Expired, Inactive) of each tariff with appropriate visual indicators.
  12. The system must allow authorized users to upload and download tariff data in standard formats.
  13. The system must provide filtering and searching capabilities for the tariff management screen.
  14. The system must prevent deletion of tariffs that are currently in use by customer accounts.
  15. The system must automatically update the tariff status when validity dates expire.
  16. The system must display contextual tips and benefits for different tariff configurations.
  17. The system must provide a comparison view between different versions of the same tariff.
  18. The system must enforce appropriate permission levels for tariff creation, editing, and activation.
  19. The system must log all tariff-related actions for audit and compliance purposes.
  20. 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.

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