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ID Generation System (ONB-SC10)

MASTER ID SCENARIOS

Scenario 1 – Customer Account Number Generation for New Service Connections

Scenario Description New utility customers need unique account numbers when establishing service to ensure proper billing, service tracking, and customer relationship management across all utility operations.

Objective (Why) • Business Goal: Establish unique customer identity in the system for accurate billing, service delivery, and regulatory reporting • Consumer Goal: Receive a memorable, logical account number that facilitates easy identification during service interactions • Operational Goal: Prevent duplicate accounts and streamline customer onboarding processes

If Not Set – Business Impact • Revenue Loss: Duplicate account numbers could cause billing confusion, leading to lost revenue of $75,000-150,000 annually for medium utilities • Compliance Issues: Regulatory authorities require unique customer identification; failures could result in audit penalties up to $25,000 • Customer Dissatisfaction: Billing errors due to account confusion increase customer service calls by 40% and reduce satisfaction scores

Scenario Explanation - in short Maria Gonzalez moves to 1247 Oak Street and applies for water service with City Water Department. During the application process, the customer service representative creates her account, and SMART360 automatically generates Account Number "WA-CUST-202409-2847". This number appears on all her bills, service requests, and correspondence. When Maria calls customer service, she simply provides "WA-CUST-202409-2847" and the representative instantly accesses her complete service history, current balance of $127.50, and recent consumption of 3,200 gallons.

Audience (Why it Matters) - in short • CSM: Must communicate the account number to customers and use it to quickly locate customer records during service calls and billing inquiries • QA: Must verify that account numbers generate uniquely, appear correctly on all customer touchpoints (bills, web portal, mobile app), and integrate properly with CIS • Engineers/Interns: Must understand how the account number links customer data across billing, service, and payment systems while maintaining referential integrity

Does it fit in SMART360 Yes, it fits perfectly. The user story covers "Account Number: Should generate consumer account number in CIS based on the set format."

Step-by-step application:

  1. Navigate to ID Format Settings: Admin accesses SMART360 → System Configuration → ID & Reference Format Settings → Master ID tab
  2. Configure Account Number Format:
    • Entity Type: "Account Number"
    • Format Pattern: "WA-CUST-[YYYYMM]-[0001]"
    • Prefix: "CUST"
    • Utility Service: "WA" (Water)
    • Date Element: "YYYYMM"
    • Sequence Length: 4 digits
    • Starting Number: 1
  3. Integration with CIS: When customer service rep creates Maria's account, CIS calls SMART360's ID service
  4. Generated Result: "WA-CUST-202409-2847" automatically populates in all CIS modules

Scenario 2 – Smart Meter Installation and Asset Tracking

Scenario Description New smart meters require unique identification numbers for inventory tracking, installation records, maintenance scheduling, and data collection integration.

Objective (Why) • Business Goal: Maintain accurate asset inventory, track maintenance costs, and ensure proper data collection from field devices • Consumer Goal: Ensure accurate consumption measurement and reliable service through properly tracked meter assets • Operational Goal: Enable predictive maintenance and optimize meter replacement schedules based on asset performance data

If Not Set – Business Impact • Asset Loss: Without unique tracking, utilities lose track of meter inventory worth $200,000-500,000 annually • Maintenance Issues: Inability to track meter performance leads to 15% higher maintenance costs due to reactive vs. preventive maintenance • Data Integrity: Consumption data without proper meter identification causes billing disputes and regulatory compliance issues

Scenario Explanation - in short Technician Robert Chen installs a new smart water meter at 892 Pine Avenue for customer account WA-CUST-202408-1456. The meter receives unique ID "WA-MTR-202409-0734" which gets programmed into the device and recorded in the asset management system. This ID links to the meter's specifications (3/4" residential, manufactured by Neptune, model E-CODER), installation date (September 15, 2024), and location coordinates. When the meter transmits hourly readings, each data point includes this meter ID, ensuring readings are properly attributed to the correct customer account.

Audience (Why it Matters) - in short • CSM: Must reference meter IDs when investigating consumption discrepancies, explaining billing calculations, or scheduling meter maintenance for customers • QA: Must validate that meter IDs generate correctly, link properly to customer accounts, and maintain data integrity in AMI systems • Engineers/Interns: Must understand how meter IDs enable asset lifecycle management, consumption data tracking, and integration between AMI, CIS, and billing systems

Does it fit in SMART360 Yes, it fits completely. The user story includes "Meter Number: Should generate Meter Number in meter data based on the set format."

Step-by-step application:

  1. Access Master ID Configuration: Admin navigates to SMART360 → ID & Reference Format Settings → Master ID
  2. Set Meter Number Format:
    • Entity Type: "Meter Number"
    • Pattern: "WA-MTR-[YYYYMM]-[0001]"
    • Prefix: "MTR"
    • Utility Service: "WA"
    • Date Format: "YYYYMM"
    • Sequence: 4 digits
  3. Field Integration: Installation technician scans meter barcode, system generates "WA-MTR-202409-0734"
  4. Asset Registration: ID automatically populates in Asset Management, AMI system, and links to customer account

Scenario 3 – Infrastructure Asset Management for Treatment Plants

Scenario Description Water treatment plants, pump stations, and major infrastructure assets need unique identification for maintenance tracking, regulatory compliance, and capital planning.

Objective (Why) • Business Goal: Track multi-million dollar infrastructure investments, optimize maintenance budgets, and ensure regulatory compliance • Consumer Goal: Maintain reliable water quality and service delivery through properly managed treatment facilities • Operational Goal: Enable predictive maintenance, track asset performance, and plan capital replacements effectively

If Not Set – Business Impact • Regulatory Risk: EPA requires detailed asset tracking; non-compliance fines can reach $37,500 per day for treatment plant violations • Maintenance Costs: Without proper asset IDs, maintenance costs increase by 25% due to inefficient scheduling and parts management • Service Disruptions: Poor asset tracking leads to unexpected failures, causing service interruptions affecting 10,000+ customers

Scenario Explanation - in short The Riverside Water Treatment Plant undergoes a major equipment upgrade. The new clarifier tank receives Asset ID "WA-AST-202409-0156", linking it to specifications (500,000 gallon capacity, installed September 2024, manufacturer WesTech), maintenance schedule (monthly inspections, annual overhauls), and operational parameters (flow rate 2.5 MGD, chemical dosing protocols). When operator Jennifer Torres logs daily readings, she references this asset ID. The system tracks chemical costs ($2,847/month), energy consumption (45,000 kWh), and maintenance hours (36 hours/quarter) against this specific asset for accurate cost accounting and performance analysis.

Audience (Why it Matters) - in short • CSM: Must explain infrastructure investments and service improvements to large commercial customers and regulatory authorities using asset references • QA: Must verify asset IDs integrate properly with CMMS, financial systems, and regulatory reporting modules • Engineers/Interns: Must understand how asset IDs enable lifecycle cost analysis, regulatory reporting, and integration between operations and financial systems

Does it fit in SMART360 Yes, it aligns perfectly. The user story specifies "Asset ID: Should generate Asset ID in Asset management based on the set Format."

Step-by-step application:

  1. Navigate to Asset Configuration: Access SMART360 → ID & Reference Format Settings → Master ID → Asset ID
  2. Configure Asset ID Format:
    • Entity Type: "Asset ID"
    • Format: "WA-AST-[YYYYMM]-[0001]"
    • Prefix: "AST" (Asset)
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. Asset Registration: When new clarifier is commissioned, asset manager creates record and system generates "WA-AST-202409-0156"
  4. System Integration: Asset ID links to CMMS for maintenance, financial system for cost tracking, and regulatory database for compliance reporting

TRANSACTION ID SCENARIOS

Scenario 4 – Electronic Payment Processing and Transaction Tracking

Scenario Description Customer payments through online portals, mobile apps, and automated systems require unique transaction IDs for payment reconciliation, dispute resolution, and financial auditing.

Objective (Why) • Business Goal: Ensure accurate payment processing, reduce reconciliation time, and maintain complete financial audit trails • Consumer Goal: Receive immediate payment confirmation with traceable reference numbers for personal records • Operational Goal: Automate payment reconciliation and reduce manual intervention in payment processing

If Not Set – Business Impact • Cash Flow Issues: Without unique payment IDs, reconciliation takes 3x longer, delaying cash application and impacting working capital • Customer Disputes: Payment disputes without proper tracking increase by 60%, requiring additional customer service resources • Audit Failures: Financial audits require complete payment traceability; gaps could result in qualified audit opinions

Scenario Explanation - in short Customer David Park logs into the City Water online portal to pay his monthly bill of $89.47. He enters his bank account information and clicks "Pay Now." The system immediately generates Payment ID "WA-PAY-202409-5672" and displays a confirmation screen. David's bank account is debited within 24 hours, and the payment posts to his utility account with this exact ID. When David calls customer service three weeks later about a bank statement question, representative Susan quickly locates the transaction using "WA-PAY-202409-5672" and confirms the payment date, amount, and processing method.

Audience (Why it Matters) - in short • CSM: Must reference payment IDs to resolve customer inquiries about transaction status, refunds, and billing application • QA: Must verify payment IDs generate uniquely, process correctly through banking interfaces, and maintain data integrity in financial systems • Engineers/Interns: Must understand payment ID lifecycle from generation through bank processing to account application and reporting

Does it fit in SMART360 Yes, it fits exactly. The user story includes "Payment ID - CIS: Should generate Unique number in CIS Payments based on the set format."

Step-by-step application:

  1. Configure Payment ID Format: Admin accesses SMART360 → ID & Reference Format Settings → Transaction ID
  2. Set Payment Configuration:
    • Entity Type: "Payment ID"
    • Format: "WA-PAY-[YYYYMM]-[0001]"
    • Prefix: "PAY"
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. Online Payment Integration: When David clicks "Pay Now," CIS payment module calls SMART360 ID service
  4. Transaction Processing: Generated ID "WA-PAY-202409-5672" tracks payment through banking system, posting, and customer account application

Scenario 5 – Service Order Management for Field Operations

Scenario Description Field service requests for meter readings, repairs, installations, and maintenance require unique service order IDs for work scheduling, technician dispatch, and completion tracking.

Objective (Why) • Business Goal: Optimize field operations, track service costs, and maintain SLA compliance for customer service commitments • Consumer Goal: Receive timely, tracked service with clear reference numbers for follow-up inquiries • Operational Goal: Enable efficient dispatch, track technician productivity, and manage field inventory

If Not Set – Business Impact • SLA Violations: Without proper tracking, service level agreements are missed 30% more often, resulting in customer credits and reputation damage • Operational Inefficiency: Work orders without unique IDs cause duplicate dispatches and resource waste, increasing field costs by 20% • Customer Satisfaction: Inability to track service requests leads to 45% increase in complaint escalations

Scenario Explanation - in short Customer Lisa Chen calls to report low water pressure at 456 Maple Street. Customer service creates Service Order "WA-SO-202409-1847" for a pressure test and potential service line inspection. The system automatically assigns this to technician Mike Rodriguez based on geographic routing and skill requirements. Mike receives the work order on his mobile device, drives to Lisa's address, tests pressure (measured at 35 PSI, below standard 50 PSI minimum), and identifies a partially blocked service line. He orders parts using the service order number and schedules a follow-up repair for next Tuesday. Lisa receives automated notifications tied to this service order ID throughout the entire process.

Audience (Why it Matters) - in short • CSM: Must reference service order IDs to provide customers with accurate status updates, completion confirmations, and follow-up scheduling • QA: Must verify service orders generate correctly, route properly to field technicians, and integrate with scheduling and inventory systems • Engineers/Interns: Must understand service order workflows from creation through dispatch, completion, and billing integration

Does it fit in SMART360 Yes, it matches perfectly. The user story specifies "Service Order ID - Service order: Should generate Unique number in Service order dispatcher based on the set format."

Step-by-step application:

  1. Access Service Order Configuration: Navigate to SMART360 → ID & Reference Format Settings → Transaction ID
  2. Configure Service Order Format:
    • Entity Type: "Service Order ID"
    • Format: "WA-SO-[YYYYMM]-[0001]"
    • Prefix: "SO"
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. Service Request Processing: When CSR creates Lisa's service request, dispatcher module calls SMART360 for unique ID
  4. Field Operations: Generated "WA-SO-202409-1847" tracks through mobile dispatch, technician completion, and customer notification systems

Scenario 6 – Monthly Bill Generation and Invoice Management

Scenario Description Monthly utility bills require unique invoice numbers for customer identification, payment processing, regulatory reporting, and revenue tracking.

Objective (Why) • Business Goal: Ensure accurate billing, facilitate payment processing, and maintain complete revenue audit trails • Consumer Goal: Receive clear, identifiable bills with unique references for payment and record-keeping • Operational Goal: Automate billing processes and enable efficient payment reconciliation

If Not Set – Business Impact • Revenue Recognition: Without unique invoice numbers, revenue tracking becomes manual, delaying financial close by 3-5 days monthly • Payment Processing: Customers cannot reference specific bills, leading to payment application errors and increased AR aging • Regulatory Reporting: Public utilities commissions require detailed billing records; missing invoice tracking could result in compliance violations

Scenario Explanation - in short The billing system processes September 2024 bills for 12,547 residential customers. Customer Patricia Williams at 789 Cedar Lane receives Invoice Number "WA-INV-202409-8934" for her monthly water service. The bill shows her consumption (4,200 gallons), charges (base fee $18.50, usage $31.75, total $50.25), and payment due date (October 15, 2024). When Patricia pays online, she enters this invoice number to ensure proper account application. The system automatically matches her payment of $50.25 to invoice "WA-INV-202409-8934" and updates her account balance to zero.

Audience (Why it Matters) - in short • CSM: Must reference invoice numbers to explain billing calculations, payment applications, and account history during customer inquiries • QA: Must verify invoice numbers generate sequentially, appear on bills correctly, and integrate properly with payment processing systems • Engineers/Interns: Must understand invoice numbering impact on billing cycles, payment matching, and financial reporting integration

Does it fit in SMART360 Yes, it aligns completely. The user story includes "Invoice number / Bill number - Billing: Should generate Unique number in Billing generation based on the set format."

Step-by-step application:

  1. Configure Invoice Numbering: Admin accesses SMART360 → ID & Reference Format Settings → Transaction ID
  2. Set Invoice Format:
    • Entity Type: "Invoice Number"
    • Format: "WA-INV-[YYYYMM]-[0001]"
    • Prefix: "INV"
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. Billing Cycle Processing: During monthly billing run, system generates unique invoice numbers for each customer bill
  4. Payment Integration: Invoice number "WA-INV-202409-8934" enables automatic payment matching and account updates

Scenario 7 – Customer Complaint Resolution and Case Management

Scenario Description Customer complaints about service quality, billing disputes, and operational issues need unique tracking numbers for case management, resolution tracking, and regulatory reporting.

Objective (Why) • Business Goal: Maintain customer satisfaction, track resolution performance, and ensure regulatory compliance for complaint handling • Consumer Goal: Receive acknowledged complaints with tracking references and timely resolution updates • Operational Goal: Prioritize complaint resolution, track staff performance, and identify systemic issues

If Not Set – Business Impact • Regulatory Risk: Public utility commissions require complaint tracking; poor records could result in regulatory sanctions • Customer Satisfaction: Untracked complaints have 40% longer resolution times, leading to escalations and customer churn • Operational Blindness: Without complaint IDs, utilities cannot identify recurring issues or measure improvement efforts

Scenario Explanation - in short Customer James Thompson calls to complain about a $847 water bill that's triple his normal usage. Customer service representative creates Complaint ID "WA-CMP-202409-0267" and immediately schedules a meter accuracy test. The complaint tracking system assigns the case to supervisor Rachel Kim, who coordinates with field services for meter testing (result: meter reading accurate, leak detected in customer's irrigation system). Rachel contacts James within 48 hours, explains the findings, and arranges a payment plan for the legitimate high usage. The complaint resolves in 3 days with complete documentation under tracking number "WA-CMP-202409-0267."

Audience (Why it Matters) - in short • CSM: Must reference complaint IDs to provide status updates, coordinate internal responses, and maintain professional case management • QA: Must verify complaint IDs generate properly, route to appropriate staff, and integrate with resolution tracking systems • Engineers/Interns: Must understand complaint workflows, escalation procedures, and integration with customer service and operations systems

Does it fit in SMART360 Yes, it fits exactly. The user story specifies "Complaint ID - CIS: Should generate Unique number in CIS Complaints based on the set format."

Step-by-step application:

  1. Access Complaint Configuration: Navigate to SMART360 → ID & Reference Format Settings → Transaction ID
  2. Configure Complaint Format:
    • Entity Type: "Complaint ID"
    • Format: "WA-CMP-[YYYYMM]-[0001]"
    • Prefix: "CMP"
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. Case Creation: When CSR documents James's complaint, CIS generates unique ID "WA-CMP-202409-0267"
  4. Case Management: Complaint ID tracks through investigation, resolution, and customer follow-up processes

Scenario 8 – Service Disconnection and Collection Management

Scenario Description Service disconnections for non-payment require unique tracking numbers for legal compliance, field operations, customer communications, and reconnection processing.

Objective (Why) • Business Goal: Manage delinquent accounts effectively while maintaining legal compliance and customer relationship preservation • Consumer Goal: Receive proper notice and tracking for disconnection procedures with clear paths to service restoration • Operational Goal: Coordinate field operations, legal requirements, and customer service efficiently

If Not Set – Business Impact • Legal Compliance: State regulations require proper disconnection documentation; violations could result in $10,000+ penalties per case • Operational Confusion: Without unique IDs, field crews may disconnect wrong addresses, creating liability and customer service issues • Customer Relations: Poor disconnection tracking leads to billing disputes and customer complaints lasting months

Scenario Explanation - in short Customer Michael Davis at 234 Oak Street has an overdue balance of $267.84 dating back 75 days. After multiple notices, the system generates Disconnection ID "WA-DIS-202409-0445" and schedules field disconnection. Technician Carol Martinez receives the work order, verifies the address and account details, and safely disconnects the water service. The system automatically updates the customer account status and sends a final notice to Michael with the disconnection ID. When Michael calls to arrange payment, customer service references "WA-DIS-202409-0445" to quickly access disconnection details and initiate reconnection procedures once payment arrangements are confirmed.

Audience (Why it Matters) - in short • CSM: Must reference disconnection IDs to explain procedures, arrange payment plans, and coordinate reconnection services with customers • QA: Must verify disconnection IDs generate correctly, comply with legal requirements, and integrate properly with field operations • Engineers/Interns: Must understand disconnection workflows, legal compliance requirements, and integration between billing, field operations, and customer service systems

Does it fit in SMART360 Yes, it matches perfectly. The user story includes "Disconnection ID - CIS: Should generate Unique number in CIS Disconnection based on the set format."

Step-by-step application:

  1. Configure Disconnection Tracking: Admin accesses SMART360 → ID & Reference Format Settings → Transaction ID
  2. Set Disconnection Format:
    • Entity Type: "Disconnection ID"
    • Format: "WA-DIS-[YYYYMM]-[0001]"
    • Prefix: "DIS"
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. Collections Process: When account triggers disconnection criteria, CIS generates "WA-DIS-202409-0445"
  4. Field Operations: Disconnection ID coordinates field work, customer notifications, and account status updates

Scenario 9 – Service Reconnection and Restoration Management

Scenario Description Service reconnections after payment or resolution require unique tracking for field scheduling, payment verification, customer communication, and service restoration.

Objective (Why) • Business Goal: Restore service efficiently after payment resolution while maintaining proper documentation and customer satisfaction • Consumer Goal: Receive prompt service restoration with clear tracking and confirmation of reconnection completion • Operational Goal: Coordinate payment verification, field operations, and customer communications seamlessly

If Not Set – Business Impact • Customer Satisfaction: Slow reconnections without tracking lead to 50% more customer complaints and negative reviews • Operational Inefficiency: Field crews without proper reconnection IDs may miss appointments or service wrong addresses • Revenue Recovery: Delayed reconnections extend revenue loss periods and impact cash flow recovery

Scenario Explanation - in short After Michael Davis pays his overdue balance of $267.84 plus a $45 reconnection fee, customer service creates Reconnection ID "WA-REC-202409-0178" and schedules same-day field service. Technician Tom Wilson receives the work order, verifies payment status in the system, and safely restores water service to 234 Oak Street. The system automatically updates Michael's account to active status and sends a confirmation text message referencing "WA-REC-202409-0178." Michael's water service is fully restored within 4 hours of payment, with complete documentation of the reconnection process.

Audience (Why it Matters) - in short • CSM: Must reference reconnection IDs to provide customers with accurate timing estimates and service restoration confirmations • QA: Must verify reconnection IDs process correctly, integrate with payment systems, and coordinate properly with field operations • Engineers/Interns: Must understand reconnection workflows, payment verification requirements, and integration between multiple system modules

Does it fit in SMART360 Yes, it aligns perfectly. The user story specifies "Reconnection ID - CIS: Should generate Unique number in CIS Reconnection based on the set format."

Step-by-step application:

  1. Access Reconnection Configuration: Navigate to SMART360 → ID & Reference Format Settings → Transaction ID
  2. Configure Reconnection Format:
    • Entity Type: "Reconnection ID"
    • Format: "WA-REC-[YYYYMM]-[0001]"
    • Prefix: "REC"
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. Payment Processing: After Michael's payment posts, CIS automatically generates "WA-REC-202409-0178"
  4. Field Coordination: Reconnection ID schedules field work, confirms service restoration, and updates customer account status

Scenario 10 – Customer Account Transfer and Ownership Changes

Scenario Description Property transfers, tenant changes, and account ownership modifications require unique tracking for proper billing transitions, service continuity, and customer record management.

Objective (Why) • Business Goal: Ensure accurate billing transitions, maintain service continuity, and prevent revenue loss during account changes • Consumer Goal: Experience seamless service transfer with proper final billing and new account establishment • Operational Goal: Coordinate final readings, billing adjustments, and new customer setup efficiently

If Not Set – Business Impact • Revenue Loss: Account transfer errors result in unbilled consumption averaging $150 per transfer, totaling $45,000 annually for medium utilities • Customer Confusion: Poor transfer tracking leads to billing disputes requiring 2-3 hours per case to resolve • Service Interruptions: Transfer coordination failures cause unnecessary service disruptions affecting 15% of transfer cases

Scenario Explanation - in short Sarah Kim sells her house at 567 Pine Avenue to buyer Robert Chen. Sarah contacts the utility to close her account effective September 30, 2024. Customer service creates Transfer ID "WA-TRF-202409-0834" to coordinate the account closure and new account setup. The system schedules a final meter reading (consumption: 2,145 gallons), generates Sarah's final bill ($43.67), and simultaneously creates Robert's new account (WA-CUST-202409-2851) starting October 1. The transfer ID tracks both the closure and establishment processes, ensuring no gap in service billing and proper account transitions.

Audience (Why it Matters) - in short • CSM: Must reference transfer IDs to coordinate final billing, new account setup, and address customer questions about billing transitions • QA: Must verify transfer IDs coordinate properly between account closure and establishment processes while maintaining billing integrity • Engineers/Interns: Must understand transfer workflows, billing calculations, and integration between customer management and billing systems

Does it fit in SMART360 Yes, it fits exactly. The user story includes "Transfer ID - CIS: Should generate Unique number in CIS Transfer based on the set format."

Step-by-step application:

  1. Configure Transfer Tracking: Admin accesses SMART360 → ID & Reference Format Settings → Transaction ID
  2. Set Transfer Format:
    • Entity Type: "Transfer ID"
    • Format: "WA-TRF-[YYYYMM]-[0001]"
    • Prefix: "TRF"
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. Transfer Process: When Sarah requests account closure, CIS generates "WA-TRF-202409-0834"
  4. Coordination: Transfer ID manages final reading, final billing, account closure, and new account establishment processes

ADVANCED OPERATIONAL SCENARIOS

Scenario 11 – Field Technician Assignment and Workforce Management

Scenario Description Field technicians need unique identification numbers for work assignment tracking, performance monitoring, equipment management, and payroll integration.

Objective (Why) • Business Goal: Optimize field workforce productivity, track service costs accurately, and maintain accountability for field operations • Consumer Goal: Receive consistent, trackable service with identifiable technicians for quality assurance and safety • Operational Goal: Enable efficient dispatch, performance monitoring, and resource allocation across field operations

If Not Set – Business Impact • Productivity Loss: Without technician tracking, field productivity drops 20% due to inefficient routing and work allocation • Cost Control: Labor costs increase by 15% without proper tracking of technician time and task completion • Customer Service: Inability to identify service technicians leads to quality issues and customer safety concerns

Scenario Explanation - in short Senior technician Amanda Rodriguez starts her shift and receives Field Technician ID "WA-FTN-202409-0067" for the day's assignments. Her mobile device displays 8 work orders including meter installations, leak repairs, and service inspections. Each completed task links to her technician ID, tracking travel time (2.3 hours), labor hours (6.2 hours), and parts usage ($347 total materials). When customer Betty Thompson calls to compliment Amanda's professional service at 890 Cedar Street, customer service can reference technician ID "WA-FTN-202409-0067" to document the positive feedback and ensure Amanda receives recognition for quality work performance.

Audience (Why it Matters) - in short • CSM: Must reference technician IDs to address customer feedback, coordinate follow-up services, and ensure accountability for field work quality • QA: Must verify technician IDs integrate with dispatch systems, time tracking, and performance monitoring tools • Engineers/Interns: Must understand workforce management integration, performance tracking, and coordination between dispatch and payroll systems

Does it fit in SMART360 Yes, it matches completely. The user story specifies "Field Technician ID - Service Order: Should generate Unique number in Service order Fieldforce management based on the set format."

Step-by-step application:

  1. Access Technician Configuration: Navigate to SMART360 → ID & Reference Format Settings → Transaction ID
  2. Configure Technician Format:
    • Entity Type: "Field Technician ID"
    • Format: "WA-FTN-[YYYYMM]-[0001]"
    • Prefix: "FTN"
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. Shift Assignment: When Amanda clocks in, workforce management system generates "WA-FTN-202409-0067"
  4. Work Tracking: Technician ID links all daily activities, time tracking, and performance metrics for comprehensive workforce management

Scenario 12 – Service Template Management for Standardized Operations

Scenario Description Standard service procedures need master template IDs for consistent work processes, training materials, quality control, and operational efficiency.

Objective (Why) • Business Goal: Standardize service delivery, reduce training time, and ensure consistent quality across all field operations • Consumer Goal: Receive consistent, high-quality service regardless of which technician performs the work • Operational Goal: Create reusable work processes, reduce errors, and improve new employee onboarding

If Not Set – Business Impact • Quality Inconsistency: Without standardized templates, service quality varies by 35% between technicians, affecting customer satisfaction • Training Costs: New employee training takes 40% longer without standardized procedures, increasing onboarding costs • Error Rates: Non-standardized processes result in 25% higher rework rates, increasing operational costs

Scenario Explanation - in short The utility creates a standardized "Residential Meter Installation" template with Master Template ID "WA-TPL-202409-0023" that includes 47 specific steps from arrival protocols through final testing. New technician Carlos Martinez uses this template during his training week, following each step precisely: customer notification, safety setup, old meter removal (photograph serial number, document final reading: 24,567 gallons), new meter installation, pressure testing (minimum 50 PSI), system activation, and customer walkthrough. The template ensures Carlos performs identical procedures to experienced technicians, maintaining consistent service quality and reducing installation time from 90 minutes to 65 minutes.

Audience (Why it Matters) - in short • CSM: Must reference template IDs when explaining service procedures to customers and ensuring consistent service delivery promises • QA: Must verify templates are followed correctly, updated appropriately, and integrated properly with training and performance systems • Engineers/Interns: Must understand template management, standardization benefits, and integration between training and operational systems

Does it fit in SMART360 Yes, it fits perfectly. The user story includes "Master Template ID - Service Order: Should generate Unique number in Service order Master template based on the set format."

Step-by-step application:

  1. Configure Template Management: Admin accesses SMART360 → ID & Reference Format Settings → Transaction ID
  2. Set Template Format:
    • Entity Type: "Master Template ID"
    • Format: "WA-TPL-[YYYYMM]-[0001]"
    • Prefix: "TPL"
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. Template Creation: When operations manager creates "Residential Meter Installation" template, system generates "WA-TPL-202409-0023"
  4. Deployment: Template ID enables version control, training integration, and performance tracking across all field operations

Scenario 13 – Credit Note Processing for Billing Adjustments

Scenario Description Billing adjustments, overpayment refunds, and account credits require unique credit note numbers for financial tracking, customer communication, and regulatory compliance.

Objective (Why) • Business Goal: Maintain accurate financial records, ensure proper revenue recognition, and provide transparent customer billing adjustments • Consumer Goal: Receive clear documentation of billing credits with traceable reference numbers for personal records • Operational Goal: Automate credit processing, maintain audit trails, and integrate with accounting systems

If Not Set – Business Impact • Financial Accuracy: Without credit note tracking, billing adjustments create reconciliation errors averaging $25,000 monthly for medium utilities • Customer Disputes: Undocumented credits lead to customer confusion and require 45 minutes per case to research and resolve • Audit Issues: Missing credit documentation complicates financial audits and could result in qualified audit opinions

Scenario Explanation - in short Customer Jennifer Lopez receives a $1,247 water bill due to a meter malfunction that recorded false high readings. After investigation confirms the meter error, billing specialist creates Credit Note "WA-CRN-202409-0456" to reverse the excess charges of $1,089. The credit note automatically applies to Jennifer's account, reducing her balance from $1,247 to $158 (normal monthly usage). Jennifer receives a detailed explanation letter referencing Credit Note "WA-CRN-202409-0456" showing the adjustment calculation, reason for credit, and new account balance. The credit note integrates with the financial system for proper revenue recognition and regulatory reporting.

Audience (Why it Matters) - in short • CSM: Must reference credit note numbers to explain billing adjustments, confirm credit applications, and address customer questions about account changes • QA: Must verify credit notes generate correctly, apply properly to customer accounts, and integrate accurately with financial reporting systems • Engineers/Interns: Must understand credit note workflows, financial system integration, and impact on revenue recognition and customer account management

Does it fit in SMART360 Yes, it aligns perfectly. The user story specifies "Credit Note ID - CIS: Should generate Unique number in CIS Payments based on the set format."

Step-by-step application:

  1. Access Credit Note Configuration: Navigate to SMART360 → ID & Reference Format Settings → Transaction ID
  2. Configure Credit Note Format:
    • Entity Type: "Credit Note ID"
    • Format: "WA-CRN-[YYYYMM]-[0001]"
    • Prefix: "CRN"
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. Credit Processing: When billing specialist processes Jennifer's adjustment, CIS generates "WA-CRN-202409-0456"
  4. Account Integration: Credit note automatically applies to customer account, updates financial records, and triggers customer communication

Scenario 14 – Receipt Generation for Payment Confirmation

Scenario Description Payment receipts for all transaction types need unique receipt numbers for customer records, payment verification, audit trails, and dispute resolution.

Objective (Why) • Business Goal: Provide verifiable payment documentation, facilitate payment reconciliation, and maintain complete financial audit trails • Consumer Goal: Receive official payment confirmation with unique reference numbers for tax records and personal documentation • Operational Goal: Automate receipt generation, reduce manual processing, and integrate with all payment channels

If Not Set – Business Impact • Payment Disputes: Without receipt numbers, payment verification takes 3x longer and increases customer service calls by 25% • Reconciliation Issues: Manual receipt tracking creates errors in daily cash reconciliation, delaying financial close processes • Customer Satisfaction: Missing or unclear receipts lead to customer frustration and potential payment disputes months later

Scenario Explanation - in short Customer Thomas Wilson visits the utility office to pay his quarterly bill of $184.50 in cash. Cashier Maria Santos processes the payment and immediately prints Receipt Number "WA-RCP-202409-2847" showing payment date (September 15, 2024), amount ($184.50), payment method (cash), and account number (WA-CUST-202406-1456). Thomas receives the printed receipt for his records. The receipt number automatically links to his account, updates the daily cash drawer reconciliation, and provides a permanent audit trail. When Thomas needs payment verification for tax purposes six months later, the receipt number enables instant lookup of all payment details.

Audience (Why it Matters) - in short • CSM: Must reference receipt numbers to verify payment history, confirm transaction details, and resolve customer payment inquiries • QA: Must verify receipt numbers generate correctly, print properly, and integrate with payment processing and accounting systems • Engineers/Interns: Must understand receipt processing workflows, payment integration, and connections between customer payments and financial systems

Does it fit in SMART360 Yes, it fits exactly. The user story includes "Receipt Number - CIS: Should generate Unique number in CIS Payments based on the set format."

Step-by-step application:

  1. Configure Receipt Numbering: Admin accesses SMART360 → ID & Reference Format Settings → Transaction ID
  2. Set Receipt Format:
    • Entity Type: "Receipt Number"
    • Format: "WA-RCP-[YYYYMM]-[0001]"
    • Prefix: "RCP"
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. Payment Processing: When Maria processes Thomas's cash payment, CIS generates "WA-RCP-202409-2847"
  4. Documentation: Receipt number appears on printed receipt, updates account records, and integrates with daily cash reconciliation

Scenario 15 – Network Infrastructure Management for Distribution Systems

Scenario Description Water distribution networks, pipeline systems, and infrastructure components need unique network IDs for asset management, maintenance planning, and emergency response coordination.

Objective (Why) • Business Goal: Track infrastructure investments, optimize maintenance schedules, and ensure regulatory compliance for distribution systems • Consumer Goal: Maintain reliable water delivery through properly managed distribution infrastructure • Operational Goal: Enable predictive maintenance, emergency response coordination, and capital planning for network assets

If Not Set – Business Impact • Emergency Response: Without network IDs, emergency repairs take 40% longer due to poor asset location and specification access • Maintenance Planning: Infrastructure maintenance costs increase by 30% without proper asset tracking and scheduling • Regulatory Compliance: Water system regulations require detailed infrastructure records; gaps could result in $50,000+ penalties

Scenario Explanation - in short The downtown water distribution network undergoes systematic mapping and receives Network ID "WA-NET-202409-0078" covering 12.7 miles of main lines, 347 service connections, and 89 fire hydrants. This network serves 2,840 customers in the central business district. When a 12-inch main breaks on Fifth Street, emergency response coordinator quickly accesses Network ID "WA-NET-202409-0078" to identify isolation valves, alternate supply routes, and affected customers. The system provides complete network specifications (pipe materials, installation dates, pressure zones), enabling crews to complete repairs in 6 hours instead of the typical 10-hour response without proper network documentation.

Audience (Why it Matters) - in short • CSM: Must reference network IDs when explaining service interruptions, maintenance schedules, and infrastructure improvements to customers • QA: Must verify network IDs integrate properly with GIS systems, emergency response procedures, and maintenance management tools • Engineers/Interns: Must understand network management, infrastructure tracking, and integration between operations and emergency response systems

Does it fit in SMART360 Yes, it matches perfectly. The user story specifies "Network ID: Should generate Network ID in Asset management based on the set format."

Step-by-Step application:

  1. Access Network Configuration: Navigate to SMART360 → ID & Reference Format Settings → Master ID
  2. Configure Network Format:
    • Entity Type: "Network ID"
    • Format: "WA-NET-[YYYYMM]-[0001]"
    • Prefix: "NET"
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. Network Registration: When GIS specialist maps downtown distribution system, asset management generates "WA-NET-202409-0078"
  4. Operations Integration: Network ID links to GIS, emergency response systems, maintenance scheduling, and customer impact analysis

Scenario 16 – System Configuration Management for Operational Control

Scenario Description Operational control systems, SCADA networks, and automation equipment need unique system IDs for cybersecurity, maintenance tracking, and operational monitoring.

Objective (Why) • Business Goal: Ensure operational security, track system performance, and maintain critical infrastructure reliability • Consumer Goal: Receive uninterrupted service through properly managed operational control systems • Operational Goal: Enable system monitoring, cybersecurity management, and coordinated maintenance of control infrastructure

If Not Set – Business Impact • Security Vulnerabilities: Without system tracking, cybersecurity monitoring gaps could expose critical infrastructure to cyber attacks • Operational Reliability: Poor system management increases unplanned outages by 25%, affecting thousands of customers • Maintenance Coordination: System maintenance without proper IDs leads to coordination failures and extended service disruptions

Scenario Explanation - in short The central water treatment plant's SCADA system receives System ID "WA-SYS-202409-0145" covering pump controls, chemical dosing automation, and distribution pressure monitoring. This system manages 15 million gallons daily for 45,000 customers. Operations manager Karen Foster uses this system ID to coordinate monthly cybersecurity scans, quarterly software updates, and annual hardware maintenance. When the chlorine dosing controller requires emergency replacement, technicians reference System ID "WA-SYS-202409-0145" to access configuration backups, wiring diagrams, and operational parameters, enabling restoration within 2 hours and maintaining water quality compliance throughout the repair.

Audience (Why it Matters) - in short • CSM: Must reference system IDs when explaining service impacts, maintenance schedules, and system reliability to large commercial customers • QA: Must verify system IDs integrate with cybersecurity tools, maintenance systems, and operational monitoring platforms • Engineers/Interns: Must understand system management, cybersecurity requirements, and integration between operations and IT infrastructure

Does it fit in SMART360 Yes, it aligns completely. The user story includes "System ID: Should generate System ID in Asset management based on the set Format."

Step-by-step application:

  1. Configure System Management: Admin accesses SMART360 → ID & Reference Format Settings → Master ID
  2. Set System Format:
    • Entity Type: "System ID"
    • Format: "WA-SYS-[YYYYMM]-[0001]"
    • Prefix: "SYS"
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. System Registration: When IT specialist configures SCADA system, asset management generates "WA-SYS-202409-0145"
  4. Operations Integration: System ID enables cybersecurity monitoring, maintenance scheduling, and operational control coordination

Scenario 17 – Facility Management for Operational Buildings

Scenario Description Utility facilities including offices, maintenance shops, storage buildings, and pump stations need unique facility IDs for property management, security, and operational coordination.

Objective (Why) • Business Goal: Track facility costs, coordinate maintenance, and ensure security across all utility properties • Consumer Goal: Benefit from efficient utility operations supported by well-managed facilities and infrastructure • Operational Goal: Enable facility management, security coordination, and maintenance planning across all utility properties

If Not Set – Business Impact • Security Management: Without facility IDs, security coordination becomes manual, creating vulnerabilities and response delays • Maintenance Costs: Facility maintenance increases by 20% without proper tracking and preventive scheduling • Operational Efficiency: Poor facility management reduces overall operational efficiency and increases administrative overhead

Scenario Explanation - in short The North District Pump Station receives Facility ID "WA-FAC-202409-0089" for comprehensive facility management including building maintenance, security systems, and utility coordination. This facility houses three 500-HP pumps serving 8,500 customers and includes the main electrical room, chemical storage, and control building. Facility manager David Kim uses this facility ID to coordinate monthly security inspections, quarterly HVAC maintenance, and annual electrical system testing. When the facility alarm system triggers at 2:30 AM, security dispatch immediately references Facility ID "WA-FAC-202409-0089" to access building layouts, key holder contacts, and emergency response procedures, enabling 8-minute response time.

Audience (Why it Matters) - in short • CSM: Must reference facility IDs when coordinating with customers about nearby utility operations, maintenance activities, and service impacts • QA: Must verify facility IDs integrate with security systems, maintenance scheduling, and property management tools • Engineers/Interns: Must understand facility management, security coordination, and integration between physical and operational systems

Does it fit in SMART360 Yes, it fits perfectly. The user story specifies "Facility ID: Should generate Facility ID in Asset management based on the set format."

Step-by-step application:

  1. Access Facility Configuration: Navigate to SMART360 → ID & Reference Format Settings → Master ID
  2. Configure Facility Format:
    • Entity Type: "Facility ID"
    • Format: "WA-FAC-[YYYYMM]-[0001]"
    • Prefix: "FAC"
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. Facility Registration: When property manager registers North District Pump Station, system generates "WA-FAC-202409-0089"
  4. Management Integration: Facility ID coordinates security, maintenance, utility operations, and emergency response systems

Scenario 18 – Inventory Item Management for Parts and Supplies

Scenario Description Utility inventory including repair parts, meters, chemicals, and equipment need unique item IDs for procurement, warehouse management, and cost tracking.

Objective (Why) • Business Goal: Optimize inventory costs, ensure parts availability, and track material usage across all operations • Consumer Goal: Benefit from reliable service through proper parts availability and efficient repair capabilities • Operational Goal: Enable just-in-time inventory, cost control, and efficient materials management

If Not Set – Business Impact • Service Delays: Without proper inventory tracking, parts shortages cause service delays averaging 24 hours per repair • Inventory Costs: Poor inventory management increases carrying costs by 15% and emergency procurement by 40% • Operational Efficiency: Material tracking failures reduce technician productivity by 20% due to parts unavailability

Scenario Explanation - in short The utility warehouse receives a shipment of 50 residential water meters and assigns Item ID "WA-ITM-202409-1567" to track these 5/8" Neptune E-CODER meters worth $12,500. Warehouse supervisor Lisa Chen uses this item ID to manage inventory levels, track usage rates (average 12 meters per month), and coordinate reorder points. When field technician Mark Rodriguez needs a replacement meter for 345 Elm Street, he requests Item ID "WA-ITM-202409-1567" through his mobile device. The system confirms availability, reserves the meter, and automatically updates inventory levels, ensuring accurate stock counts and preventing service delays due to parts shortages.

Audience (Why it Matters) - in short • CSM: Must reference item IDs when explaining service delays, parts availability, and repair scheduling to customers • QA: Must verify item IDs integrate with procurement, warehouse management, and field operations systems • Engineers/Interns: Must understand inventory management, cost tracking, and integration between procurement and operations systems

Does it fit in SMART360 Yes, it matches completely. The user story includes "Item ID: Should generate Item ID in Asset management based on the set format."

Step-by-step application:

  1. Configure Item Management: Admin accesses SMART360 → ID & Reference Format Settings → Master ID
  2. Set Item Format:
    • Entity Type: "Item ID"
    • Format: "WA-ITM-[YYYYMM]-[0001]"
    • Prefix: "ITM"
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. Inventory Processing: When warehouse receives meter shipment, inventory system generates "WA-ITM-202409-1567"
  4. Operations Integration: Item ID enables procurement, warehouse management, field operations, and cost tracking coordination

Scenario 19 – Service Request Management for Customer-Initiated Services

Scenario Description Customer-initiated service requests including new connections, service upgrades, and maintenance requests need unique service IDs for tracking, scheduling, and completion verification.

Objective (Why) • Business Goal: Manage customer service requests efficiently, meet service commitments, and maintain customer satisfaction • Consumer Goal: Receive timely, tracked service with clear communication and completion confirmation • Operational Goal: Coordinate service delivery, track performance metrics, and optimize resource allocation

If Not Set – Business Impact • Service Level Failures: Without service request tracking, SLA compliance drops by 35%, affecting customer satisfaction and potential penalty clauses • Resource Waste: Poor request management leads to duplicate work orders and inefficient resource allocation, increasing costs by 25% • Customer Satisfaction: Untracked service requests result in 50% more customer complaints and negative reviews

Scenario Explanation - in short Homeowner Rebecca Martinez calls to request a new water service connection for her newly constructed house at 678 Maple Drive. Customer service representative creates Service Request ID "WA-SRV-202409-0923" for a 3/4" residential connection. The request automatically routes to engineering for design review, then to field operations for installation scheduling. Engineering approves the standard connection (estimated cost: $1,847), and field supervisor schedules installation for October 3, 2024. Rebecca receives automated updates via text message referencing Service Request "WA-SRV-202409-0923" throughout the process, and the system tracks the request from initiation through final inspection and service activation.

Audience (Why it Matters) - in short • CSM: Must reference service request IDs to provide status updates, coordinate scheduling, and address customer questions about service delivery • QA: Must verify service request IDs route properly, integrate with scheduling systems, and maintain accurate tracking throughout the service lifecycle • Engineers/Interns: Must understand service request workflows, approval processes, and integration between customer service and field operations

Does it fit in SMART360 Yes, it aligns perfectly. The user story specifies "Service ID - CIS: Should generate Unique number in CIS Services based on the set format."

Step-by-step application:

  1. Access Service Configuration: Navigate to SMART360 → ID & Reference Format Settings → Transaction ID
  2. Configure Service Request Format:
    • Entity Type: "Service ID"
    • Format: "WA-SRV-[YYYYMM]-[0001]"
    • Prefix: "SRV"
    • Utility Service: "WA"
    • Date: "YYYYMM"
    • Sequence: 4 digits
  3. Request Processing: When CSR creates Rebecca's service request, CIS generates "WA-SRV-202409-0923"
  4. Workflow Management: Service ID tracks through engineering review, scheduling, field work, and completion confirmation

Scenario 20 – Comprehensive Integration Scenario for Multi-System Operations

Scenario Description Complex utility operations require seamless integration between all ID systems to support end-to-end customer service, regulatory compliance, and operational efficiency.

Objective (Why) • Business Goal: Demonstrate complete system integration, maximize operational efficiency, and ensure comprehensive audit trails across all utility functions • Consumer Goal: Experience seamless service delivery with consistent tracking and communication across all utility interactions • Operational Goal: Achieve full system integration, optimize workflows, and maintain data integrity across all operational systems

If Not Set – Business Impact • Operational Fragmentation: Without integrated ID systems, operational efficiency decreases by 45% due to manual coordination and data silos • Customer Experience: Poor system integration leads to inconsistent service delivery and customer satisfaction scores 30% below industry benchmarks • Financial Impact: System fragmentation increases operational costs by $250,000 annually for medium utilities due to inefficiencies and errors

Scenario Explanation - in short Customer Angela Rodriguez experiences a complete utility service lifecycle: 1) Moves to new address and establishes Account Number "WA-CUST-202409-3456", 2) Receives new smart meter with Meter Number "WA-MTR-202409-0891", 3) Pays first bill (Invoice "WA-INV-202409-7234") via online portal receiving Payment ID "WA-PAY-202409-4567" and Receipt Number "WA-RCP-202409-2890", 4) Reports low pressure requiring Service Order "WA-SO-202409-1845" handled by Field Technician "WA-FTN-202409-0078" using Master Template "WA-TPL-202409-0023", 5) Discovers underground leak requiring Asset ID "WA-AST-202409-0167" for pipe replacement on Network "WA-NET-202409-0078", and 6) Receives billing credit via Credit Note "WA-CRN-202409-0234" for water loss. All 10 unique IDs seamlessly integrate, providing complete traceability from initial service through problem resolution.

Audience (Why it Matters) - in short • CSM: Must use integrated ID system to provide comprehensive customer service, accessing complete interaction history through linked ID references • QA: Must verify all ID systems integrate properly, maintain data relationships, and support comprehensive reporting across all utility operations • Engineers/Interns: Must understand complete system architecture, ID relationships, and integration points between all utility management systems

Does it fit in SMART360 Yes, it demonstrates complete integration. This scenario utilizes all ID types specified in the user story, showing how they work together for comprehensive utility operations management.

Step-by-step application:

  1. System-Wide Configuration: Configure all 18 ID types in SMART360 using consistent format patterns and integration rules
  2. Cross-System Integration: Ensure all generated IDs properly link across CIS, Asset Management, Service Orders, Billing, and Field Operations
  3. Complete Workflow: Angela's service lifecycle demonstrates seamless ID integration from customer onboarding through complex service resolution
  4. Comprehensive Tracking: All 10 generated IDs maintain referential integrity and enable complete audit trails across the entire utility operation
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