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Rate/ Tariff & Plans Management

1.

Comprehensive SYSTEMUtility ADMIN (IT DIRECTOR)

Scenario 1.1: System IntegrationPlans & DataTariffs Migration

Scenarios

Scenario 1 – Residential Electricity Slab Rate Plan

ImplementingScenario Description A residential customer needs a newtiered naturalelectricity gasplan tariffwhere structurehigher withconsumption complexlevels integrationare requirements,charged securityat protocols,increasing andrates systemto performancepromote optimizationenergy while managing data migration from legacy systems.conservation.

ExampleObjective (Why):

  • Encourage Tomenergy integratesconservation dailythrough commodityprogressive pricing sostructure
  • Provide whenaffordable naturalbase gasrates futuresfor spikeessential 40%electricity overnight,needs restaurantwhile ownerdiscouraging Maria'sexcessive heatingconsumption
  • Generate billfair automatically adjusts the next dayrevenue based on marketactual conditions.

    Scenariousage 1.2:patterns

If DisasterNot RecoverySet &– Business ContinuityImpact

  • Loss of $2.3M annually from customers choosing flat-rate competitors due to lack of conservation incentives
  • 15% increase in customer complaints about unfair billing for low-usage households
  • Regulatory compliance issues as 8 states now require progressive electricity pricing for residential customers

ManagingScenario Explanation - in short Sarah Martinez, a residential customer in Phoenix, uses 850 units monthly. Under the slab rate plan:

  • First 300 units: $0.08/unit = $24.00
  • Next 300 units (301-600): $0.12/unit = $36.00
  • Remaining 250 units (601-850): $0.16/unit = $40.00
  • Total electricity charges: $100.00 Monthly bill includes $15 service charge, totaling $115.00

Audience (Why it Matters) - in short CSM → Must explain to customers how their usage affects billing tiers and help them understand why their per-unit cost changes at different consumption levels. QA → Must test slab calculations across all tier boundaries, validate correct rate application when usage spans multiple tiers, and verify accurate bill generation. Engineers/Interns → Must understand tier logic, rate calculation algorithms, and how the system failuresautomatically determines which slab rates apply to specific usage ranges.

Does it fit in SMART360 ✅ Fits perfectly - SMART360 supports slab rate configuration with unlimited tiers. Example implementation:

  • Utility Service: Electricity
  • Rate Type: Slab
  • Slab 1: 0-300 units at $0.08
  • Slab 2: 301-600 units at $0.12
  • Slab 3: 601+ units at $0.16
  • Service charges can be added as "Service-Specific Charges"

Scenario 2 – Commercial Water Fixed Rate Plan

Scenario Description A commercial business requires a predictable monthly water bill with fixed charges regardless of consumption for better budget planning.

Objective (Why)

  • Provide budget predictability for commercial customers with consistent water usage
  • Simplify billing processes and reduce meter reading frequency requirements
  • Generate stable revenue streams from commercial accounts

If Not Set – Business Impact

  • 25% of commercial customers may switch to competitors offering fixed billing options
  • $890K annual revenue loss from businesses preferring predictable utility costs
  • Increased operational costs of $45K monthly for frequent meter readings and variable billing calculations

Scenario Explanation - in short Green Valley Restaurant pays a fixed monthly water charge of $180 regardless of consumption. Whether they use 2,500 gallons or 4,200 gallons, their water portion remains constant at $180. Additional service charges include $25 delivery fee and $8 administrative charge, totaling $213 monthly.

Audience (Why it Matters) - in short CSM → Must communicate to commercial clients that their bill remains constant regardless of usage variations and explain the benefits of predictable budgeting. QA → Must validate that fixed charges remain constant across different usage scenarios and verify no consumption-based calculations affect the final bill. Engineers/Interns → Must understand that fixed rate logic bypasses consumption calculations and applies predetermined charges regardless of meter readings.

Does it fit in SMART360 ✅ Fits perfectly - SMART360 supports fixed rate configuration:

  • Utility Service: Water
  • Rate Type: Fixed
  • Fixed Rate: $180.00 (consumption-independent)
  • Consumer Categories: Commercial
  • Service charges: Delivery Charges ($25), Admin Charges ($8)

Scenario 3 – Industrial Gas Seasonal Rate Plan

Scenario Description An industrial facility needs different gas rates during winter heating season versus summer months to reflect supply costs and demand fluctuations.

Objective (Why)

  • Align pricing with seasonal supply costs and market demand patterns
  • Encourage load balancing by incentivizing off-season usage
  • Maintain competitive pricing during peak billingdemand processingperiods withwhile disasterensuring recoveryadequate procedures,revenue

If dataNot integritySet validation,– Business Impact

  • $1.7M annual revenue shortfall during high-cost winter months due to fixed pricing
  • Loss of 12 major industrial accounts to competitors offering seasonal flexibility
  • Inability to pass through 35% winter supply cost increases, resulting in negative margins

Scenario Explanation - in short Midwest Steel Manufacturing consumes 85,000 cubic feet monthly. Their seasonal gas rates are:

  • Winter (Nov 1 - Mar 31): $0.75 per cubic foot = $63,750
  • Summer (Apr 1 - Oct 31): $0.55 per cubic foot = $46,750 January bill (winter rate): $63,750 + $350 capacity charge + $125 delivery fee = $64,225 July bill (summer rate): $46,750 + $350 capacity charge + $125 delivery fee = $47,225

Audience (Why it Matters) - in short CSM → Must explain to industrial customers how seasonal pricing reflects market conditions and regulatoryhelp compliancethem maintenance.plan consumption around rate periods. QA

Example: When→ theMust billingtest serverautomatic crashesrate Tuesdayswitching nighton withseasonal onlyboundary 65% of monthly bills processeddates and Thursday'svalidate regulatorycorrect deadline approaching, Kevin activates the backup system to ensure customers like the Patel family still receive their accurate water bill on time.

Scenario 1.3: Automated Rate Triggers

Configuring automatedseasonal rate escalation triggersapplication based on systembilling performanceperiod metricsdates. Engineers/Interns → Must understand date-based rate logic, seasonal boundary calculations, and regulatoryhow compliancethe thresholds.system determines which seasonal rate applies to specific billing periods.

ExampleDoes it fit in SMART360: Steve✅ programsFits automaticperfectly emergency- SMART360 supports seasonal rate configuration:

  • Utility Service: Gas
  • Rate Type: Seasonal
  • Winter Season: Nov 1 - Mar 31 at $0.75/unit
  • Summer Season: Apr 1 - Oct 31 at $0.55/unit
  • Service charges: Capacity based recovery ($350), Delivery Charges ($125)

Scenario 4 – Residential Multi-Utility Bundle Plan

Scenario Description A residential customer wants a single plan covering electricity, water, and gas services with bundled pricing activationand whenunified billing.

Objective (Why)

  • Increase customer retention through service bundling and convenience
  • Reduce billing costs by consolidating multiple utility bills into one statement
  • Cross-sell additional utility services to existing customer base

If Not Set – Business Impact

  • 40% of customers may choose single-provider solutions from competitors
  • $3.2M annual revenue loss from customers unbundling services
  • Increased billing costs of $120K annually for separate billing processes across utilities

Scenario Explanation - in short The Johnson family subscribes to "Premium Residential Bundle" covering all utilities:

  • Electricity: 450 units at $0.11/unit = $49.50
  • Water: 3,200 gallons at $0.006/gallon = $19.20
  • Gas: 125 cubic feet at $0.52/unit = $65.00 Subtotal: $133.70, Bundle discount (5%): -$6.69 Service charges: $15 admin fee + $8 meter fee = $23.00 Total monthly bill: $150.01

Audience (Why it Matters) - in short CSM → Must explain bundled pricing benefits, discount calculations, and how multiple utility services appear on unified billing statements. QA → Must test bundle discount calculations across multiple utilities, validate service charge consolidation, and verify accurate multi-utility bill generation. Engineers/Interns → Must understand multi-utility plan configuration, discount calculation logic, and cross-utility billing integration processes.

Does it fit in SMART360 ✅ Fits perfectly - SMART360 supports multi-utility plans:

  • Plan can include: Electricity, Water, Gas
  • Each utility can have different rate types (Flat, Slab, Fixed)
  • Bundle discounts can be applied through service charge modifications
  • Unified billing through single plan structure

Scenario 5 – Commercial Electricity Time-Based Rate Plan

Scenario Description A commercial customer needs electricity rates that vary by time of day (peak/off-peak hours) to optimize energy costs during different demand periods.

Objective (Why)

  • Reduce grid strain by incentivizing off-peak electricity consumption
  • Offer cost savings opportunities for businesses with flexible operating schedules
  • Align pricing with actual grid demand and generation costs throughout the day

If Not Set – Business Impact

  • $890K annual lost savings opportunities for commercial customers
  • 20% increase in peak-hour grid demand without price incentives to shift usage
  • Loss of 15 major commercial accounts to time-of-use pricing competitors

Scenario Explanation - in short Metro Office Complex consumes electricity across different time periods:

  • Off-Peak (10 PM - 6 AM): 800 units at $0.08/unit = $64.00
  • Standard (6 AM - 4 PM, 8 PM - 10 PM): 1,200 units at $0.12/unit = $144.00
  • Peak (4 PM - 8 PM): 400 units at $0.18/unit = $72.00 Total usage charges: $280.00 Service charges: $45 electric delivery rate + $25 distribution charges = $70.00 Monthly bill total: $350.00

Audience (Why it Matters) - in short CSM → Must help commercial customers understand time-based pricing periods and advise on consumption timing to minimize costs. QA → Must test time-based rate calculations across different hour boundaries and validate correct rate application based on actual usage timestamps. Engineers/Interns → Must understand time-period logic, hourly rate calculations, and how the system demanddetermines exceedswhich 95%time-based capacity,rate causingapplies industrialto specific usage intervals.

Does it fit in SMART360 ⚠️ Partial fit - SMART360 supports time-based rates but wireframe indicates "no validation for time based while creating rate":

  • Rate Type: Time-based is supported
  • Gap: System needs enhanced validation for time period conflicts
  • Recommendation: Implement time overlap validation similar to date validation for other rate types

Scenario 6 – Residential Water Flat Rate Plan

Scenario Description A residential customer Petersonrequires Manufacturinga simple water plan with consistent per-gallon pricing regardless of consumption volume.

Objective (Why)

  • Provide transparent, easy-to-understand water billing for residential customers
  • Encourage water conservation through consistent per-unit pricing signals
  • Simplify billing calculations and customer service explanations

If Not Set – Business Impact

  • Customer confusion leading to receive30% surgeincrease pricingin alertsbilling beforeinquiry peakcalls
  • $150K usageannual periods.

    Scenariocost 1.4:increase Databasefor Integritycustomer Management

    Managingservice databaseto integrity duringexplain complex rate structurestructures

  • Potential changesregulatory affectingissues millionsas flat-rate transparency is preferred for essential services like water

Scenario Explanation - in short Maria Rodriguez uses 4,850 gallons of billingwater recordsmonthly. simultaneously.Under flat rate pricing: Water usage: 4,850 gallons × $0.0085/gallon = $41.23 Service charges: $12 water service fee + $3.50 meter charge = $15.50 Total monthly water bill: $56.73 Easy calculation allows Maria to predict her bill based on usage.

ExampleAudience (Why it Matters) - in short: DuringCSM the→ transitionMust fromexplain simple per-gallon pricing and help customers calculate their expected bills based on usage estimates. QA → Must validate flat torate tiered electric rates, database administrator Linda ensures 2.3 million customer records update correctly without corrupting historical billing datacalculations for customersvarious likeconsumption thelevels Thompsonand family.

verify consistent per-unit pricing across all usage scenarios. 2. UTILITY ADMINISTRATOREngineers/Interns

Scenario 2.1:→ Multi-TierMust Rateunderstand Creation

Creatingthat aflat newrates multi-tierapply blocksingle rateunit structurepricing forregardless waterof utilityconsumption volume, with seasonalno variationstier andor conservationbracket incentives, while ensuring compliance with regulatory requirements and system integration.calculations.

ExampleDoes it fit in SMART360: Sarah✅ configuresFits aperfectly new- waterSMART360 supports flat rate whereconfiguration:

  • Utility theService: JohnsonWater
  • Rate familyType: paysFlat
  • Base Unit Rate: $2.500.0085 per gallon
  • Service charges: Water Service Fees ($12), Meter Charge ($3.50)
  • Consumer Categories: Residential

Scenario 7 – Industrial Waste Management Fixed Monthly Plan

Scenario Description An industrial facility needs predictable monthly waste management costs with fixed pricing for theirbudget first 3,000 gallons but $12.00 for each additional 1,000 gallons in summer, helping the city reduce peak demand during drought conditions.

Scenario 2.2: Multi-Phase Rate Approval

Managing a multi-phase rate approval process involving regulatory review, public hearings, phased implementation,planning and systemoperational cutover coordination across multiple tariff schedules.efficiency.

ExampleObjective (Why):

  • Provide Aftercost 18certainty monthsfor ofindustrial regulatorywaste hearings,management Jennybudgeting
  • Encourage implementsproper thewaste approveddisposal 35%through watercomprehensive rateservice coverage
  • Generate stable revenue from industrial waste management services

If Not Set – Business Impact

  • $450K annual revenue loss from industries choosing variable pricing competitors
  • 18% increase gradually over three years so customers like the Martinez family see bills rise from $78 to $89 in yearimproper onewaste rather than jumping to $105 immediately.

    Scenario 2.3: Emergency Rate Modifications

    Publishing emergency rate modificationsdisposal due to supplyunpredictable cost volatilityconcerns

  • Loss withof immediate8 effectivemajor datesindustrial accounts requiring fixed-cost waste management solutions

Scenario Explanation - in short Pacific Manufacturing pays a fixed monthly waste management fee of $2,400 covering:

  • Regular waste collection (3x weekly)
  • Hazardous material handling
  • Recycling processing services
  • Documentation and retroactivecompliance billingreporting adjustments.

    Total monthly bill: $2,400 (no usage-based calculations) Additional one-time charges may apply for special waste types.

ExampleAudience (Why it Matters) - in short: WhenCSM Hurricane→ IsabellaMust disruptscommunicate naturalcomprehensive gasservice pipelines,coverage Davidincluded activatesin emergencyfixed pricing and handle any special waste requests outside the standard plan. QA → Must validate that raiseswaste ratesmanagement 46%charges overnight,remain affectingfixed customersregardless likeof Bob'svolume Bakery who will see higher bills even for gas already used this month.

Scenario 2.4: Special Needs Programs

Configuring senior citizenfluctuations and disabledverify customer rate programs with medical equipment allowances, deposit waivers, and specialized disconnection protections.

Example: After John's diabetes diagnosis requires a home dialysis machine, Patricia sets up his account to receive 500 free kWh monthly plus a 15% discount on all charges, reducing his $210 monthly bill to $165.

Scenario 2.5: Multi-Jurisdictional Compliance

Handling conflicting regulatory requirements across jurisdictions with overlappingproper service territoriesinclusion. and rate schedule complications.Engineers/Interns

Example: Factory→ ownerMust Williamsunderstand facesfixed a dilemma because his facility straddles the state line where State A requires time-of-use rates for his 75kW load while State B prohibits them, forcing Janet to create special billingpricing logic for hiswaste uniquemanagement situation.

Scenario 2.6: Bundle Rate Configuration

Implementing cross-utility rate bundling with complex interaction rules and regulatory compliance across multiple service types.

Example: Administrator Mark creates bundled rates where the Chen family receives discounts only when subscribing to all four services, but loses benefits if any single service is disconnected for non-payment.

3. CSO MANAGER

Scenario 3.1: Low-Income Assistance Programs

Implementing and managing comprehensive low-income assistance programs with eligibility verification, benefit calculations, and fraud prevention across multiple utility services.

Example: Single mother Rebecca qualifies for assistance that reduces her electric bill from $145 to $87, her gas from $67 to $34, and caps her water at $25 regardless of usage, saving her $156 monthly.

Scenario 3.2: Complex Billing Disputes

Managing customer disputes over complex rate calculations involving multiple tariff interactions, billing periods, and regulatory interpretations.

Example: Business owner Thompson disputes his $847 late fee claiming his electric disconnection unfairly eliminated his multi-utility bundle discount mid-cycle, requiring Helen to research the interaction between service policies and rate structures.

Scenario 3.3: Customer Communication Strategy

Developing customer communication strategies for complex rate structure changes affecting different customer segments differently.

Example: Manager Susan creates targeted communications explaining why residential customer Garcia's bill decreased 8% under new tiered rates while commercial customer Wilson's increased 23% due to demand charge restructuring.

Scenario 3.4: Customer Impact Analysis

Coordinating customer impact analysis for proposed rate changes across demographic and usage segments.

Example: Before implementing time-of-use rates, CSO Manager Robert analyzes how shift workers like nurse Johnson will be unfairly penalized by peak-hour pricing since she can't adjust her work schedule.

3A. CUSTOMER EXECUTIVE

Scenario 3A.1: Multi-Service Account Transfers

Processing in-person rate-related adjustments requiring manager approval, documentation,services and integration with multiplespecial billingcharge systems.handling for non-standard waste types.

ExampleDoes it fit in SMART360 ⚠️ Needs customization - SMART360 primarily handles metered utilities:

  • Waste Management not explicitly listed in utility services
  • Gap: Need to add Waste Management as utility service option
  • Workaround: Can use "Service-Specific Charges" for fixed waste management fees
  • Recommendation: Expand utility service categories to include waste management

Scenario 8 – Commercial Gas Slab Rate Plan

Scenario Description A commercial customer needs tiered gas pricing where larger consumption volumes receive progressively better per-unit rates.

Objective (Why)

  • Reward high-volume commercial gas customers with volume discounts
  • Encourage customer loyalty and prevent switching to competitors
  • Optimize revenue through tiered pricing that balances volume incentives with profitability

If Not Set – Business Impact

  • Loss of 25 high-volume commercial accounts worth $1.8M annually
  • Inability to compete with volume discount pricing from regional gas suppliers
  • 30% reduction in commercial gas sales due to uncompetitive flat-rate pricing

Scenario Explanation - in short Downtown Restaurant Group consumes 8,500 cubic feet monthly:

  • First 2,000 cubic feet: $0.85/unit = $1,700
  • Next 3,000 cubic feet (2,001-5,000): When$0.78/unit = $2,340
  • Next 3,000 cubic feet (5,001-8,000): $0.72/unit = $2,160
  • Remaining 500 cubic feet (8,001-8,500): $0.68/unit = $340 Total gas charges: $6,540 Service charges: $75 delivery + $25 distribution = $100 Monthly bill: $6,640

Audience (Why it Matters) - in short CSM → Must explain volume discount benefits to commercial customers and show how increased usage leads to lower per-unit costs. QA → Must test slab calculations for commercial gas rates and validate volume discount tiers apply correctly across usage boundaries. Engineers/Interns → Must understand commercial slab logic differs from residential progressive pricing by offering discounts rather than penalties for higher usage.

Does it fit in SMART360 ✅ Fits perfectly - SMART360 supports commercial slab rates:

  • Utility Service: Gas
  • Rate Type: Slab
  • Consumer Categories: Commercial
  • Multiple slabs with decreasing rates for volume incentives
  • Service charges: Delivery Charges ($75), Distribution Charges ($25)

Scenario 9 – Residential Multi-Tier Electricity Plan with Service Charges

Scenario Description A residential customer needs a comprehensive electricity plan with multiple consumption tiers, seasonal adjustments, and various service fees.

Objective (Why)

  • Provide detailed electricity pricing that reflects true cost structures
  • Encourage conservation through progressive tier pricing
  • Cover infrastructure and service costs through appropriate fees

If Not Set – Business Impact

  • $2.1M revenue shortfall from simplified pricing that doesn't recover infrastructure costs
  • Customer confusion about bill components leading to 45% increase in service calls
  • Inability to implement conservation incentives resulting in 12% higher peak demand

Scenario Explanation - in short The Chen family uses 720 units in December: Electricity tiers:

  • First 400 units: $0.09/unit = $36.00
  • Next 320 units (401-720): $0.13/unit = $41.60 Total electricity: $77.60

Service charges:

  • Electric delivery rate: $18.50
  • Distribution service charges: $12.75
  • Administrative fee: $8.99
  • Meter fee: $4.25
  • Late payment protection: $2.50 Total service charges: $46.99 Final monthly bill: $124.59

Audience (Why it Matters) - in short CSM → Must explain each service charge component and help customers understand how their total bill is calculated beyond just electricity usage. QA → Must validate all service charge calculations, tier pricing accuracy, and proper itemization on customer bills. Engineers/Interns → Must understand complex billing with multiple service charges, tier calculations, and how various fees are applied and displayed.

Does it fit in SMART360 ✅ Fits perfectly - SMART360 supports comprehensive service charges:

  • Utility Service: Electricity
  • Rate Type: Slab (multi-tier)
  • Multiple predefined service charges available:
    • Electric Delivery Rate
    • Distribution Service Charges
    • Admin Charges, Meter Fee, Late Payment
  • All charges can be configured as fixed amounts

Scenario 10 – Small Business Water & Electricity Bundle

Scenario Description A small business needs combined water and electricity service with business-appropriate rates and unified billing.

Objective (Why)

  • Serve small business segment with appropriate utility bundling
  • Reduce billing complexity for small business owners
  • Increase revenue through multi-service customer Jacksonrelationships

If requestsNot transferringSet his– Business Impact

  • 35% of small businesses choose competitors offering utility bundling
  • $750K annual revenue loss from small business segment
  • Increased billing costs of $65K annually for separate utility billing processes

Scenario Explanation - in short Corner Coffee Shop monthly usage: Electricity: 950 units at $0.115/unit = $109.25 Water: 2,100 gallons at $0.0078/gallon = $16.38 Subtotal: $125.63

Service charges:

  • Electric service charge: $22.00
  • Water service fees: $15.50
  • Small business admin: $12.99
  • Account setup (first month): $35.00 Total with services: $211.12

Audience (Why it Matters) - in short CSM → Must communicate small business pricing benefits and explain how bundled services toprovide a new location mid-month, counter representative Jose must recalculate prorated charges, adjust discount eligibility,convenience and coordinatepotential fourcost differentsavings. QA → Must test small business rate calculations across multiple utilities and validate proper service connections.

Scenariocharge 3A.2: Payment Arrangement Plans

Handling complex payment arrangementsapplication for customersbusiness affectedaccounts. by rate increases beyond their financial capacity.Engineers/Interns → Must understand business-specific pricing logic, multi-utility integration, and how small business plans differ from residential or large commercial plans.

ExampleDoes it fit in SMART360: Executive✅ MariaFits worksperfectly - SMART360 supports small business multi-utility plans:

  • Consumer Categories: Commercial, Small Business
  • Multiple utility services: Electricity, Water
  • Business-appropriate service charges available
  • Account Setup Fees can be applied for new customers

Scenario 11 – Industrial Electricity Demand-Based Pricing

Scenario Description A large industrial customer requires electricity pricing based on peak demand periods and consumption patterns for optimal cost management.

Objective (Why)

  • Provide industrial customers with elderlydemand-responsive pricing
  • Encourage load management and grid stability through peak demand pricing
  • Generate appropriate revenue from high-demand industrial users

If Not Set – Business Impact

  • Loss of 6 major industrial accounts worth $4.2M annually
  • Grid instability from unmanaged industrial demand peaks
  • $880K annual loss from inability to charge demand-based rates

Scenario Explanation - in short Advanced Manufacturing Corp monthly usage: Peak demand: 2,500 kW at $8.50/kW = $21,250 Energy consumption: 450,000 kWh at $0.055/kWh = $24,750 Total electricity charges: $46,000

Service charges:

  • Electric delivery rate: $2,850
  • Distribution service charges: $1,200
  • Capacity based recovery: $750
  • Total regulatory charges: $425 Monthly industrial bill: $51,225

Audience (Why it Matters) - in short CSM → Must explain demand charges versus energy charges and help industrial customers understand how peak demand affects their total costs. QA → Must validate demand charge calculations, energy consumption pricing, and proper application of industrial-specific service charges. Engineers/Interns → Must understand demand-based pricing logic, peak demand calculations, and how industrial pricing differs from standard consumption-based models.

Does it fit in SMART360 ⚠️ Needs enhancement - SMART360 supports industrial rates but may need demand charge features:

  • Consumer Categories: Industrial (supported)
  • Gap: Demand-based pricing not explicitly shown in rate types
  • Workaround: Use service charges for demand components
  • Recommendation: Add demand-based rate type for industrial customers

Scenario 12 – Residential Off-Grid Solar with Grid Backup

Scenario Description A residential customer Petersonwith whosolar can'tpanels affordneeds net metering and backup grid electricity service for cloudy days and high-usage periods.

Objective (Why)

  • Support renewable energy adoption through net metering programs
  • Provide reliable backup service when solar generation is insufficient
  • Balance grid maintenance costs with renewable energy incentives

If Not Set – Business Impact

  • Loss of environmentally conscious customers to solar-friendly utilities
  • $320K annual revenue loss from customers installing solar with competitors
  • Regulatory compliance issues as 12 states require net metering options

Scenario Explanation - in short Green Family solar home in March: Solar generation: 850 kWh Grid consumption: 920 kWh Net usage: 70 kWh at $0.095/kWh = $6.65 Grid backup availability charge: $25.00 Solar interconnection fee: $8.50 Administrative charges: $5.99 Total monthly bill: $46.14 (Bill shows credits for excess solar generation in sunny months)

Audience (Why it Matters) - in short CSM → Must explain net metering calculations, solar credits, and how grid backup charges apply even with solar generation. QA → Must validate net usage calculations, solar credit applications, and proper handling of negative usage months. Engineers/Interns → Must understand net metering logic, bidirectional energy flow calculations, and solar interconnection billing processes.

Does it fit in SMART360 ⚠️ Significant gaps - SMART360 needs solar/net metering enhancements:

  • Gap: No net metering or bidirectional usage handling
  • Gap: No solar generation credit calculations
  • Recommendation: Major enhancement needed for renewable energy programs
  • Workaround: Could use negative service charges for solar credits, but not ideal

Scenario 13 – Unmetered Electricity Service Plan

Scenario Description A customer needs electricity service for equipment or areas where installing meters is not practical or cost-effective, requiring fixed monthly charges.

Objective (Why)

  • Provide electricity service for remote locations or equipment where metering is impractical
  • Generate revenue from unmetered connections through fixed pricing
  • Reduce infrastructure costs by avoiding expensive meter installations

If Not Set – Business Impact

  • $280K annual revenue loss from customers requiring unmetered connections choosing competitors
  • Loss of agricultural and remote commercial customers (18 accounts worth $165K annually)
  • Increased costs of $95K for unnecessary meter installations in impractical locations

Scenario Explanation - in short Rural Farm Equipment Barn requires electricity for grain dryers and equipment but meter installation would cost $8,500 due to remote location. Monthly unmetered service: Fixed electricity charge: $185.00 (estimated for typical farm equipment usage) Electric delivery rate: $45.00 Distribution service charges: $28.50 Administrative fee: $12.99 Total monthly bill: $271.49 No meter readings required - consistent monthly billing.

Audience (Why it Matters) - in short CSM → Must explain to customers why unmetered service uses fixed pricing and help them understand cost-effectiveness versus meter installation. QA → Must validate that unmetered services apply fixed charges correctly without any consumption-based calculations or meter reading requirements. Engineers/Interns → Must understand unmetered service logic where fixed charges replace consumption calculations and no meter data integration is required.

Does it fit in SMART360 ✅ Fits perfectly - SMART360 explicitly supports unmetered services:

  • Business rule states: "The Unmetered utility charges should be visible in service charges and the 40% gas rate increase,name settingshould upbe a graduated payment plan that phasesshown in the newrate ratesfield"
  • Rate overcomes 18from monthsutility whileservice maintainingselection
  • Fixed essentialpricing service.

    structure supports unmetered billing

Scenario 3A.3:14 Medical– EquipmentStormwater Processing

Management Fee Plan

ProcessingScenario medical equipment rate discounts with verification requirements and specialized billing configurations.Description

Example: CounterProperty representativeowners Jamesneed processesstormwater Mrs. Williams' application for medical equipment rates after verifying her oxygen concentrator prescription, adjusting her account to provide 400 free kWh monthly.

Scenario 3A.4: Seasonal Rate Disputes

Managing walk-in customer disputes over seasonal rate transitions and billing period complications.

Example: Customer Executive Linda explains to frustrated farmer Brown why his irrigation bill jumped from $340 to $890 when seasonal peak rates activated mid-billing cycle during his heaviest usage period.

3B. CALL CENTER REPRESENTATIVE

Scenario 3B.1: Complex Bill Explanations

Explaining complex rate calculations to customers involving multiple rate components, penalties, discounts, and billing period complications.

Example: When confused customer Mrs. Rodriguez calls about her $312 water bill, representative Amy must explain how tiered rates, seasonal surcharges, conservation penalties, senior discounts, and mid-cycle rate changes all combined to create her complex charges.

Scenario 3B.2: Payment Plan Processing

Processing payment arrangements for customers struggling with rate increase impacts while maintainingmanagement service continuity.

Example: Representative Mike helps restaurant owner Kim restructure her payment plan when the 25% electric rate increase makes her current arrangement unaffordable, avoiding disconnection while managing collection requirements.

Scenario 3B.3: Program Eligibility Verification

Handling customer inquiries about eligibility for various rate programs and discount categories during enrollment periods.

Example: Call center agent Sarah verifies that veteran Thompson qualifies for both military discount rates and low-income assistance, combining programs to reduce his monthly utility costs from $280 to $156.

Scenario 3B.4: Rate Fairness Explanations

Managing customer complaints about rate fairness and providing explanations for regulatory-mandated rate structures.

Example: Representative Carlos calmly explains to angry customer Wilson why his business pays higher per-unit rates than residential customers, detailing how commercial demand charges reflect actual system costs.

3C. RECOVERY EXECUTIVE

Scenario 3C.1: Graduated Penalty Enforcement

Managing complex penalty structures with graduated enforcement, appeal processes, and integration with collection activities across multiple violation types.

Example: After landscape contractor Pete gets caught watering client lawns during drought restrictions for the fourth time, Karen processes his $300 penalty and schedules service disconnection since previous violations and conservation class didn't change his behavior.

Scenario 3C.2: Collection During Rate Changes

Processing collection activities complicated by multiple rate changes, payment plan modifications, and regulatory moratorium periods.

Example: Restaurant owner Kim's payment plan became unaffordable after three rate increases during COVID moratorium, so Marcus must recalculate her delinquent balance accounting for medical exemptions and suspended collection activities.

Scenario 3C.3: Hardship Case Management

Coordinating disconnection activities for customers whose accounts become delinquent due to rate increase impacts.

Example: Recovery Executive Jennifer must balance collection efforts against customer hardship when elderly customer Davis can't afford the 45% heating rate increase, exploring assistance programs before proceeding with disconnection.

Scenario 3C.4: Penalty Appeals Processing

Managing appeals and adjustments for penalties applied during rate transition periods with disputed billing calculations.

Example: Executive Paul reviews contractor Miller's appeal of $450 in excess usage penalties, investigating whether the charges resulted from legitimate rate increases or billing calculation errors during the system transition.

4. METER MANAGER

Scenario 4.1: Technology Transition Challenges

Managing rate application complications due to meter technology transitions, reading accuracy issues, and billing integration challenges.

Example: During the smart meter rollout, restaurant owner Chang can't access peak/off-peak electric rates because his old mechanical meter only reads monthly totals, so Robert estimates his usage patterns until the AMI installation next month.

Scenario 4.2: Meter Upgrade Prioritization

Coordinating meter upgrade priorities based on rateimpervious structuresurface requirementsarea to fund municipal drainage and customerflood impactcontrol assessments.systems.

ExampleObjective (Why):

  • Fund Managercritical Susanstormwater prioritizesinfrastructure smartmaintenance meterand installationsimprovements
  • Ensure fair cost allocation based on property impact on stormwater systems
  • Comply with EPA stormwater management regulations

If Not Set – Business Impact

  • $1.2M annual shortfall in stormwater infrastructure funding
  • Potential EPA fines of $500K for commercialinadequate stormwater management compliance
  • Flood damage liability increasing insurance costs by $180K annually

Scenario Explanation - in short Metro Shopping Center has 85,000 sq ft of impervious surface (parking lots, building roofs): Stormwater fee calculation: 85,000 sq ft ÷ 1,000 × $2.15 = $182.75 Additional charges:

  • Stormwater system maintenance: $45.00
  • Administrative processing: $8.50
  • Environmental compliance fee: $15.25 Total monthly stormwater bill: $251.50 Quarterly billing cycle = $754.50 per quarter

Audience (Why it Matters) - in short CSM → Must explain stormwater fee calculations based on property characteristics and educate customers likeabout Wilsonenvironmental Manufacturingcompliance whorequirements. could save $1,200 monthly with time-of-use rates, while deferring residential upgrades with minimal rate benefits.

Scenario 4.3: Accuracy Requirements Management

ManagingQA meter→ readingMust accuracyvalidate requirementsstormwater forfee customerscalculations based on penaltyproperty ratedata structuresand whereverify smallproper errorsapplication haveof largeenvironmental service charges. Engineers/Interns → Must understand property-based fee calculations, environmental compliance integration, and stormwater management billing impacts.logic.

Example:Does Meterit Manager Dave implements special verification procedures for golf course Miller's account since reading errors of just 5% could incorrectly trigger $2,000fit in excessSMART360 usage✅ penalties.

4A.Fits METERperfectly SUPERVISOR- SMART360 includes stormwater fees:

  • Predefined service charge: "Strom Water Fee" (DEVICE MANAGER)

Scenario 4A.1: Rate-Driven Installations

Coordinating meter installations to support new rate structures requiring enhanced data collection capabilities.

Example: Supervisor Tom expedites AMI meter installations for 1,200 commercial customers before the time-of-use rate launch, ensuring businesses like Peterson's Manufacturing can access lower off-peak pricing immediately.

Scenario 4A.2: Calibration for Penalty Rates

Managing meter testing and calibration schedules to ensure accurate billing under penalty rate structures.

Example: Device Manager Lisa implements monthly calibration checks for high-usage commercial meters after customer complaints that inaccurate readings triggered thousands in excess demand charges.

4B. METER READING SUPERVISOR

Scenario 4B.1: Seasonal Reading Coordination

Coordinating meter reading schedules with complex rate structures requiring specific timing for demand calculations and seasonal transitions.

Example: Manufacturing customer Brown's demand billing requires exact monthly peak readings, but when seasonal rate changes take effect mid-month, Diana must coordinate special meter reads to capture both billing periods accurately.

Scenario 4B.2: Route Optimization for Rate Classes

Managing reading route optimization when rate structures require different reading frequencies for various customer classes.

Example: Supervisor Carol reorganizes reading routes when new time-of-use rates require daily reads for commercial customers while residential customers remain on monthly cycles, affecting 40% of route efficiency.

Scenario 4B.3: Emergency Dispute Reads

Coordinating emergency meter reads for customers disputing bills under complex rate penalty structures.

Example: Reading Supervisor Mark dispatches emergency reads for three customers disputing excess usage penalties, since confirming actual consumption within 48 hours could save each customer over $800 in disputed charges.

4B-1. METER READER

Scenario 4B1.1: Specialized Data Collection

Collecting specialized consumption data required for customers on complex rate structures with multiple billing components.

Example: Reader Jake must document not just total consumption but peak demand timing for manufacturer Rodriguez, whose billing depends on whether maximum usage occurred during expensive peak hours or cheaper off-peak periods.

Scenario 4B1.2: Meter Irregularity Detection

Identifying and reporting meter irregularities that could affect customers subject to penalty rate structures.

Example: Meter Reader Susan notices irrigation customer Thompson's meternote: appears to be runningtypo slow,for potentially"Storm causingWater under-Fee")

  • Can be configured as fixed or variable charge
  • Quarterly billing nowfrequency but massive true-up charges later when the error is discovered.

    supported

    • 4B-2. VALIDATOR

    Scenario 4B2.1:15 Penalty– RateLarge Validation

    Commercial Multi-Utility with Discounts

    ValidatingScenario consumption data accuracy for customers on penalty rate structures where reading errors significantly impact billing amounts.Description

    Example: GolfA courselarge superintendent Miller's water bill shows 2.8 million gallons triggering $8,400 in excess-use penalties, prompting validator Chen to verify the reading since a 10% error would save thecommercial customer $840.

    Scenarioreceives 4B2.2:volume Rate Transition Validation

    Processing consumption validation for customers transitioning between rate structures with different billing methodologies.

    Example: Validator David must verify manufacturer Jackson's energy usage during the month they switched from flat rates to time-of-use billing, ensuring accurate proration between the two rate structures.

    Scenario 4B2.3: Conservation Pattern Validation

    Managing validation workflows when rate changes create unusual consumption patterns requiring investigation.

    Example: After new conservation rates take effect, validator Michelle investigates why residential customer Wilson's usage dropped 60% in one month, confirming legitimate conservation rather than meter malfunction.

    5. BILLING MANAGER

    Scenario 5.1: Waste Management Tariff Design

    Designing a comprehensive waste management tariff with multiple service levels, container sizes, frequency options, contamination penalties,discounts and municipal contract integration.

    Example: Lisa creates a rate structure where elderly Mr. Peterson pays $32 monthly for weekly pickup but gets penalized $25 when his grandson puts motor oil in the recycling bin.

    Scenario 5.2: Seasonal Rate Management

    Managing complex seasonal rate transitions with automatic switching, proration calculations, and customer education for multiple rate schedules simultaneously.

    Example: Farmer Rodriguez benefits from winter electricnegotiated rates of $0.09/kWh for his grain storage, but when irrigation season starts April 1st, his rates jump to $0.16/kWh encouraging efficient water pumping schedules.

    Scenario 5.3: Holiday Rate Variations

    Implementing holiday and weekend rate variations with complex override rules and emergency pricing protocols.

    Example: Steel Mill Operations Manager Jessica schedules production around weekend gas rates that are 19% cheaper, but during last February's arctic blast, emergency pricing overrode the discount costing the plant an extra $12,000.

    Scenario 5.4: Multi-Service Coordination

    Coordinating rate implementation across multiple utility services with interdependentcomplex pricingdiscount structures and regulatory requirements.structures.

    ExampleObjective (Why):

    • Retain Managerhigh-value Patriciacommercial synchronizescustomers electric,through gas,competitive water,pricing
    • Maximize andrevenue wastefrom ratelarge changes so bundled customer Chen receives coordinated billing reflecting all increasesaccounts while maintaining packageprofitability
    • Provide comprehensive utility solutions for major commercial clients

    If Not Set – Business Impact

    • Loss of 8 major commercial accounts worth $3.8M annually
    • Inability to compete with bundled commercial utility offerings
    • $450K annual revenue reduction from customers negotiating individual utility contracts

    Scenario Explanation - in short Regional Hospital Complex monthly usage: Electricity: 125,000 kWh × $0.089/kWh = $11,125.00 Water: 28,500 gallons × $0.0065/gallon = $185.25 Gas: 15,200 cubic feet × $0.68/cubic ft = $10,336.00 Subtotal: $21,646.25 Large customer discount eligibility.(8%): -$1,731.70

    Scenario

    Service 5.5:charges:

    • Electric Billingdelivery Cyclerate: Alignment

    $875.00
  • Water service fees: $125.00
  • Distribution charges: $285.00
  • Large account management: $150.00 Total monthly bill: $21,349.55

    • ManagingAudience billing(Why cycleit alignmentMatters) with- ratein effectiveshort datesCSM to→ minimizeMust manage complex large customer confusionrelationships, explain discount structures, and systemcoordinate complexity.multi-utility service delivery. QA

    Example: Billing→ ManagerMust Robertvalidate coordinatesvolume gasdiscount ratecalculations increasesacross tomultiple begin with customers' billing cycles rather than calendar dates, avoiding mid-cycle proration for 23,000 accounts.

    5A. BILLING SPECIALIST

    Scenario 5A.1: Backdated Rate Adjustments

    Processing complex backdated rate changes with billing adjustments, customer rebates, interest calculations,utilities and regulatory compliance documentation.

    Example: After the Court of Appeals rules the electric rate increase was excessive, Amanda processes refunds for 45,000 customers like retired teacher Mrs. Chen who receives a $187 check covering 18 months of overcharges plus interest.

    Scenario 5A.2: Mid-Cycle Rate Changes

    Implementing mid-cycle rate modifications with proration calculations and customer communication forverify complex billing scenarios.with multiple service components. Engineers/Interns → Must understand large customer discount logic, multi-utility rate integration, and complex commercial billing processes.

    ExampleDoes it fit in SMART360 ✅ Fits well with customization:

    • Multi-utility Whenplans droughtsupported
    • Volume emergencydiscounts pricingcan kicksbe implemented through service charge modifications
    • Large customer service charges available
    • Complex billing calculations supported

    Scenario 16 – Prepaid Utility Service Plan

    Scenario Description Customers need prepaid utility service where they pay in mid-month, Carlos calculates that homeowner Susan Taylor owes $45 for her first 15 days at old rates plus $78 for identical usage in the last 15 days at emergency rates.

    Scenario 5A.3: Multi-Service Bundle Billing

    Processing complex multi-service billing with rate interactions, cross-subsidies, bundled discounts,advance and regulatoryservice allocationis requirements.disconnected when credit balance reaches zero.

    ExampleObjective (Why):

    • Reduce Thebad Williams family receives one bill showing electric ($145), gas ($67), water ($45), waste ($32),debt and sewercollection ($38)costs withthrough aprepaid 12%model
    • Provide bundleservice discount saving them $39 monthly, while part of their electric charges subsidize water infrastructure improvements.

      Scenario 5A.4: Calculation Error Corrections

      Managing billing calculation errors, correction processes, and customer impact mitigation with automated detection and workflow management.

      Example: When IT discovers the demand charge multiplier has been calculating wrong for three months, Rachel processes corrections for 3,200 business customers like Tony's Restaurant who each receive an average $125 credit on next month's bill.

      Scenario 5A.5: Complex Multi-Component Billing

      Processing specialized billingoptions for customers with multiplecredit ratechallenges

    • Improve componentscash includingflow basethrough charges,advance payment collection

    If Not Set – Business Impact

    • $890K annual bad debt from customers with payment difficulties
    • Collection costs of $125K annually for delinquent accounts
    • Loss of 450 potential customers who cannot qualify for standard credit terms

    Scenario Explanation - in short James Wilson has credit challenges and chooses prepaid electricity: Current balance: $125.00 Monthly usage tiers,estimate: demand650 charges,units and× penalty$0.095/unit assessments.= $61.75 Service charges: $18.50 delivery + $8.99 admin = $27.49 Estimated monthly cost: $89.24 Remaining balance after month: $35.76 System sends low balance alert at $25.00 threshold Automatic disconnection if balance reaches $0.00

    ExampleAudience (Why it Matters) - in short CSM → Must help prepaid customers understand balance management, usage monitoring, and payment options to avoid service disconnection. QA → Must test prepaid balance calculations, automatic disconnect thresholds, and customer notification systems for low balances. Engineers/Interns → Must understand prepaid account logic, real-time balance tracking, and automated service control based on account credits.

    Does it fit in SMART360 ⚠️ Major gap - SMART360 lacks prepaid functionality:

    • No prepaid account management features shown
    • No real-time balance tracking or usage monitoring
    • Gap: Prepaid requires significant system enhancement
    • Recommendation: Major development needed for prepaid utility services

    Scenario 17 – Municipal Water with Late Payment Penalties

    Scenario Description Municipal water customers face progressive late payment penalties and potential service disconnection for overdue accounts.

    Objective (Why)

    • Encourage timely payment through progressive penalty structure
    • Minimize collection costs and bad debt through payment incentives
    • Maintain cash flow for essential municipal water services

    If Not Set – Business Impact

    • $325K annual revenue loss from delayed payments without penalty incentives
    • Increased collection costs of $85K annually for overdue account management
    • Service disruption affecting 12% of municipal customers due to poor payment timing

    Scenario Explanation - in short City resident Lisa Park's water bill payment timeline: Original bill (due Feb 15): $67.85 Late payment fee (Feb 16-25): $12.50 (first 10 days) Additional penalty (Feb 26-Mar 7): $25.00 (next 10 days) Final notice fee (Mar 8+): $35.00 Disconnect notice fee: $45.00 Total if paid March 10: $67.85 + $12.50 + $25.00 + $35.00 = $140.35 Potential additional: $45.00 disconnect fee if not paid by March 15

    Audience (Why it Matters) - in short CSM → Must explain late payment fee structure to customers and help them understand escalating penalties for overdue payments. QA → Must validate progressive late fee calculations, proper fee timing, and accurate penalty application based on payment dates. Engineers/Interns → Must understand late payment logic, automated fee calculations, and progressive penalty structures based on overdue periods.

    Does it fit in SMART360 ✅ Fits perfectly - SMART360 includes late payment features:

    • Predefined service charge: "Late Payment"
    • Can be configured as progressive fees
    • System can track payment timing and apply appropriate penalties

    Scenario 18 – Electricity with Renewable Energy Credits

    Scenario Description Environmentally conscious customers purchase renewable energy credits (RECs) as an add-on to standard electricity service.

    Objective (Why)

    • Provide environmental sustainability options for eco-conscious customers
    • Generate additional revenue through renewable energy credit sales
    • Support renewable energy development through customer participation

    If Not Set – Business Impact

    • Loss of 280 environmentally conscious customers to green energy competitors
    • $156K annual revenue loss from REC sales opportunities
    • Reputational damage affecting customer acquisition in sustainability-focused market segments

    Scenario Explanation - in short Environmental advocate Susan Chen opts for 100% renewable energy credits: Standard electricity: 485 kWh × $0.098/kWh = $47.53 Renewable energy credits: 485 kWh × $0.025/kWh = $12.13 Service charges:

    • Electric delivery rate: $22.50
    • Distribution service charges: $15.75
    • Green energy processing: $3.99 Total monthly bill: $101.90 Certificate shows 485 kWh from renewable sources

    Audience (Why it Matters) - in short CSM → Must educate customers about renewable energy credits, environmental benefits, and additional costs for green energy options. QA → Must validate REC calculations, proper credit application, and accurate green energy billing components. Engineers/Interns → Must understand renewable energy credit logic, environmental tracking, and add-on service billing integration.

    Does it fit in SMART360 ✅ Fits with service charge configuration:

    • RECs Specialistcan Monicabe calculatesimplemented manufactureras Peterson'sadditional complexservice billcharges
    • Variable includingpricing $340based baseon charge,consumption tiered(kWh-based)
    • Green energy costs,fees peakcan demandbe charges,added powerto factorstandard penalties,electricity plans

    Scenario 19 – Security Deposit Management Plan

    Scenario Description New customers and fuelthose costwith adjustmentscredit totalingissues $4,890must forpay thesecurity month.deposits that are managed, tracked, and potentially refunded over time.

    Scenario 5A.6: Mixed Service Type Accounts

    HandlingObjective rate(Why)

    • Mitigate applicationcredit risk through security deposit collection
    • Provide service access for customers with mixedcredit challenges
    • Maintain proper escrow management for customer deposits

    If Not Set – Business Impact

    • $425K annual bad debt from customers without adequate credit protection
    • Regulatory compliance issues for improper deposit handling
    • Loss of potential customers who need deposit options to establish service

    Scenario Explanation - in short New customer Mike Torres establishes service typeswith requiringcredit differentchallenges: calculationRequired methodologiessecurity withindeposit: single$225.00 accounts.(based on estimated usage) Monthly electricity bill: $89.45 Security deposit status:

    • Held in interest-bearing account: $225.00
    • Accrued interest (annual 2%): $0.38/month
    • Eligible for refund after 12 months of on-time payments
    • Applied to final bill upon service termination Deposit refund conditions: 12 consecutive on-time payments

    ExampleAudience (Why it Matters) - in short: BillingCSM Specialist→ JamesMust processesexplain apartmentsecurity complexdeposit Chen'srequirements, refund conditions, and interest accrual to customers establishing new service. QA → Must validate security deposit calculations, interest accrual, and proper deposit management throughout customer lifecycle. Engineers/Interns → Must understand deposit tracking logic, escrow account combining residential rates for tenant units, commercial rates for laundry facilities,management, and irrigationautomated ratesrefund for landscaping within one integrated bill.

    5B. PRINTING VENDOR (EXTERNAL PARTNER)

    Scenario 5B.1: Variable Rate Communications

    Processing complex rate structure communications requiring variable messagingprocessing based on customerpayment rate classifications and usage patterns.history.

    ExampleDoes it fit in SMART360: Vendor✅ representativeFits Kellyperfectly formats- 78,000SMART360 billsincludes wheresecurity eachdeposits:

    • Predefined customerservice receivescharge: personalized"Security messagingDeposit"
    • System explainingcan theirtrack specificdeposits rateand changes,manage refunds
    • Account management supports deposit lifecycle

    Scenario 20 – Bulk Billing for Apartment Complex

    Scenario Description Property management companies need master-metered utility billing for apartment complexes with residentialallocation customersto seeingindividual conservation tips while commercial customers get demand management advice.

    Scenario 5B.2: Emergency Communication Processing

    Managing emergency billing communications when rate changes require immediate customer notification outside normal billing cycles.units.

    ExampleObjective (Why):

    • Provide Printutility Vendor Manager Tom expedites 45,000 emergency rate noticessolutions for gasmulti-unit customersresidential affectedproperties
    • Enable byproperty pipeline disruption pricing, coordinating overnight printing and Saturday mail deliverymanagers to meet regulatory notice requirements.

      6. O&M MANAGER

      Scenario 6.1: Cost-Triggered Rate Adjustments

      Managing operational cost fluctuations that trigger automatic rate adjustment mechanisms in utility tariff structures.

      Example: When equipment failures increase operatingallocate costs 18%fairly aboveamong baseline, O&M Manager Karen triggers the automatic rate adjustment clause affecting 15,000 customers like the Rodriguez family who see a $23 monthly increase.

      Scenario 6.2: Maintenance Timing Coordination

      Coordinating maintenance activities with rate structure timing to minimize customer impact during seasonal rate periods.

      Example: Manager Steve delays scheduled maintenance until after peak season rate periods end, avoiding service disruptions during months when customers like manufacturer Wilson pay premium rates for reliability.

      6A. FIELD FORCE TECHNICIAN

      Scenario 6A.1: Field Violation Processing

      Processing field-identified violations and surcharges with mobile documentation, photo evidence, and immediate customer notification capabilities.

      Example: Driver Jake photographs construction debris in Ms. Anderson's regular garbage bin, immediately texting her about the $35 contamination penalty while uploading evidence to support her likely appeal.

      Scenario 6A.2: Service Modification Impacts

      Implementing service modifications that affect customer rate classifications and billing structures.

      Example: Technician Maria installs three-phase service for restaurant owner Thompson, triggering immediate reclassification from residential to small commercial rates and increasing monthly bills from $180 to $340.

      Scenario 6A.3: Violation Documentation

      Documenting field conditions that impact rate-based penalty assessments and violation determinations.

      Example: Field tech Carlos photographs water meter tampering at business customer Wilson's location, providing evidence for the $500 penalty and permanent demand charge modification.

      6B. DISPATCHER

      Scenario 6B.1: Service Upgrade Coordination

      Coordinating field work affecting customer rate classifications through meter changes, service modifications, or violation assessments.

      Example: When restaurant owner Lisa upgrades to three-phase electrical service mid-month for her new pizza ovens, dispatcher Tim must coordinate the installation timing to minimize the impact on her commercial rate tier transition.

      Scenario 6B.2: New Connection Scheduling

      Scheduling service connections and modifications that trigger rate classification changes and billing impacts.

      Example: Dispatcher Jennifer coordinates gas service installation for new manufacturer Peterson, ensuring service activation aligns with commercial rate effective dates to avoid residential rate misclassification.

      7. ASSET MANAGER

      Scenario 7.1: Infrastructure Connection Fees

      Implementing infrastructure-based rate riders and connection fees with complex asset valuation, depreciation schedules, and regulatory cost recovery mechanisms.

      Example: New subdivision developer Martinez must pay $2,334 per home connection fee based on currenttenants

    • Reduce infrastructure costs, but when construction prices jump 12% next month, future buyers will pay $2,614 for identical connections.

      Scenario 7.2: Long-term Rate Recovery

      Developing rate components that recover infrastructure improvement costs through long-termmaster customermetering

    If chargesNot Set – Business Impact

    • Loss of 45 property management accounts worth $1.8M annually
    • Inability to serve multi-unit residential market segment
    • Property managers choose competitors offering bulk billing solutions

    Scenario Explanation - in short Sunset Apartments (24 units) master meter billing: Total complex usage: 28,500 kWh × $0.092/kWh = $2,622.00 Complex service charges: $185.00 Total master bill: $2,807.00

    Property manager allocation (per unit): Average per unit: $2,807.00 ÷ 24 units = $116.96 Actual allocation by square footage:

    • 1BR units (650 sq ft): $98.50
    • 2BR units (850 sq ft): $128.75
    • 3BR units (1,100 sq ft): $166.50 Property manager handles individual tenant billing

    Audience (Why it Matters) - in short CSM → Must work with property managers to explain master billing, allocation methodologies, and regulatorytenant mechanisms.billing responsibilities. QA → Must validate master meter billing calculations and ensure proper integration with property management allocation systems. Engineers/Interns → Must understand bulk billing logic, master meter configurations, and property management billing interfaces.

    ExampleDoes it fit in SMART360: Asset⚠️ Manager Robert designs a 20-year infrastructure surcharge of $15 monthly per customer to fund the $180M water treatment plant upgrade, affecting families like the Johnsons who will pay extra fees until 2045.

    7A.Partial PLANT SUPERVISORfit

    Scenario 7A.1:- CostSMART360 Pass-Throughcan Mechanisms

    Managinghandle treatmentmaster plantbilling:

    • Large operationalcommercial costsbilling affectingcapabilities ratesupport calculationsbulk throughusage
    • Gap: variableNo costbuilt-in pass-throughunit mechanisms and regulatory cost recovery.

      Example: When chemical supplier prices spike 23% due to supply chain disruptions, treatment costs exceed the 15% trigger threshold causing Robert to activate automatic rate adjustments affecting all 12,000 water customers next month.

      Scenario 7A.2: Efficiency-Driven Rate Reductions

      Coordinating plant efficiency improvements that enable rate reductions through operational cost savings.

      Example: Supervisor Linda implements new treatment technology reducing chemical costs by $340,000 annually, enabling a $2.30 monthly rate reduction for residential customers like the Chen family.

      7B. ASSETS TECHNICIAN

      Scenario 7B.1: Asset Valuation Impact

      Documenting infrastructure assessments that trigger rate rider adjustmentsallocation or connectionsub-metering feefeatures

    • Recommendation: modificationsProperty throughmanager assethandles valuationallocation changes.

      Example:outside Aftersystem

    • Master technicianbilling Brianworks, completestenant theallocation waterrequires mainexternal replacement project documentation, new subdivision developers will pay $340 more per connection because the improved infrastructure increased the system's asset valuation used in fee calculations.

      Scenario 7B.2: Rate Case Documentation

      Conducting field assessments that support rate case justifications for infrastructure investment recovery through customer charges.

      Example: Technician Sarah documents deteriorating pipeline conditions requiring $12M replacement, providing engineering justification for the proposed 15% rate increase affecting customers like manufacturer Wilson.

      management
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