Smart360 New Connection Application Detail View - FAQ's

Getting Started & Navigation

Q: How do I access a new connection application for processing? A: To access an application for processing:

1. Navigate to the New Connection Application dashboard
2. Use the search bar to find applications by Application ID or customer name
3. Apply filters for date, category, subcategory, or status as needed
4. Click "View" action button next to the desired application
5. The system will open the detailed application view with workflow tabs

Q: What information is displayed on the application dashboard?

A: The dashboard shows key performance indicators and application lists:

• KPI Cards: Applications pending, approved today, average processing time, rejection rate
• Current Applications Tab: All applications except rejected and activated status
• History Applications Tab: Applications with rejected and activated status
• Search and Filter Options: Find applications by ID, name, date, category, subcategory, or status
• Export Functionality: Export filtered application data

Q: What are the six workflow stagessteps for processing applications?

A: The workflow includes six sequential stages:

1. Application Review: Document verification and initial validation
2. Site Inspection: Physical location assessment and scheduling
3. Approval: Final approval based on inspection and requirements
4. Installation: Meter installation and service setup
5. Activation: Service activation and account setup
6. Follow-up: Post-activation customer communication and support

Application Overview & Consumer Information

Q: What consumer information is displayed in the application detail view?

A: The application detail view shows three main information panels:

• Contact Information: Consumer email, phone number, service address, billing address
• Account Information: Consumer number, category, sub-category, connection date, selected plan
• Application Details: Application ID, created on date, created by user, last updated on, last updated by user

Q: How is the application ID generated and what does it mean? A: Application IDs follow the format APP-YYYYMMDD-XXX:

• APP: Prefix indicating application type
• YYYYMMDD: Date of application creation (Year-Month-Day)
• XXX: Sequential number for that day
• Example: APP-20230615-001 (first application created on June 15, 2023)

Q: What do the different application statuses mean?

A: Application statuses indicate processing progress:

• Pending: Newly created application awaiting initial review
• Accepted: Application has passed initial review and document verification
• Survey In Progress: Site inspection has been scheduled and is underway
• Survey Completed: Site inspection service order has been completed
• Approved: Application has been approved based on all requirements
• Installation In Progress: Meter installation service order has been raised
• Installation Completed: Installation service order has been completed
• Activated: Service has been activated and account is operational
• Rejected: Application has been rejected due to non-compliance or other issues

Document Verification & Application Review

Q: What documents are required for application verification?

A: Four core documents are typically required:

• Identity Proof: Government-issued photo ID (driver's license, passport, etc.)
• Property Ownership Document: Property deed, lease agreement, or ownership proof
• Previous Utility Bill: Recent utility bill for service address verification
• Service Application Form: Completed application form with signatures Additional documents may be required based on specific service type or local regulations.

Q: How do I verify or reject documents in the system? A: For document verification:

1. Click "View" button to review the uploaded document
2. Use zoom and annotation tools if needed for detailed inspection
3. Click "Verify" button if the document meets all requirements
4. Click "Reject" button if the document is incomplete or invalid
5. When rejecting, provide specific comments about what needs to be corrected
6. The system tracks verification status in real-time

Q: What are the requirements checklist items in Application Review? A: The requirements checklist includes:

• All Documents Verified: Gets a checkmark when all required documents are verified
• No Rejected Documents: Gets a checkmark when there are no rejected documents
• Service Location Verified: Remains checked for address validation
• Payment Details: Shows amount, payment options, payment mode, and payment status All items must be satisfied before the application can be accepted.

Q: When can I accept an application and move to the next stage? A: Applications can be accepted when:

• All required documents are verified (no pending or rejected documents)
• Service location is verified and within service territory
• Payment details are complete and valid
• No outstanding requirements remain in the checklist
• The "Accept Application" button will be enabled only when all criteria are met

Site Inspection Process

Q: How do I schedule a site inspection?

A: To schedule a site inspection:

1. Navigate to the "Site Inspection" tab in the application
2. Select a service order template from the searchable dropdown (templates from WX associated with the consumer)
3. Choose the inspection date using the date picker
4. Add any special instructions in the text box
5. Click "Schedule Inspection" to raise a service order in WX dispatcher
6. Use "Skip Inspection" if inspection is not required for this application type

Q: What information is displayed in the Service Location card? A: The Service Location card shows:

• Map: Visual representation showing the service address location
• Address: Complete service address details
• Location Type: Premise type from the attached premise information
• GPS Coordinates: Coordinates fetched from the service address This information helps technicians locate and assess the installation site.

Q: How do I track the status of a scheduled inspection?

A: Inspection status tracking includes:

• Inspection Progress Message: Shows "Inspection completed successfully" if service order status is approved, or "Inspection in progress" for other statuses
• Service Details: Information from WX dispatcher including name, description, type, subtype, and address
• Schedule Information: Created on, scheduled on, assigned on, assigned to, and current status Real-time updates are provided as the inspection progresses.

Approval Process

Q: What are the approval requirements that need to be met? A: Approval requirements include:

• Site Inspection Pass: Successful completion of site inspection
• Payment Received: Payment processing completion
• Technical Requirements Met: All technical specifications satisfied
• Legal Requirements Met: Compliance with regulations and permits Note: All requirements are non-mandatory and may vary based on application type and local regulations.

Q: How do I approve or reject an application? A: For approval decisions:

1. Review all inspection results and requirement statuses
2. Verify that site inspection has been completed successfully
3. Check payment status and technical/legal requirement compliance
4. Add approval notes in the text box to document decision reasoning
5. Click "Approve Application" to mark the application as approved
6. Click "Reject Application" to reject with documented reasons

Installation Process

Q: What are the two installation types available? A: Two installation types are offered:

• Schedule New Installation: Create a new installation service order with specific date and requirements
• Assign Existing Meter: Assign an available meter that's already installed to the new consumer The choice depends on site requirements and meter availability.

Q: How do I schedule a new meter installation? A: For new installation scheduling:

1. Select "Schedule New Installation" option
2. Choose a service order template from the searchable dropdown (WX templates associated with consumer)
3. Select the installation date using the date picker
4. Add special instructions in the text box if needed
5. Click "Schedule Installation" to raise a service order in WX dispatcher

Q: How do I assign an existing meter to a consumer? A: To assign an existing meter:

1. Select "Assign Existing Meter" option
2. Choose the utility service tab for the meter type needed
3. Use the search bar to find meters by device number or meter number
4. Review available meters list showing meter number, device number, installed date, status, and select action
5. Click "Select" for the desired meter
6. Add latest reading and reading date for the selected meter
7. Click "Assign Meter" to complete the assignment

Q: What information is shown in the Meter Summary? A: The Meter Summary displays:

• Utility Name: Type of utility service and meter
• Meter Number: Unique meter identifier
• Device Number: Device identification number
• Status: Current operational status
• Reading: Latest meter reading value
• Reading Date: Date of the last reading This summary provides complete meter configuration details.

Service Activation

Q: What information is displayed during service activation? A: The activation section shows:

• Meter Installation Message: Confirmation of installation completion
• Utility Service Tabs: Different utility services requiring activation
• Meter Information: Meter type, device number, status, initial reading, reading date, installation date
• Activation Requirements: Meter configuration and communication method checkboxes
• Communication Preferences: Email, SMS, phone notification options

Q: When can I activate a service? A: Service activation is available when:

• Meter installation has been completed successfully
• All meter configuration requirements are satisfied
• Communication method setup is complete (though not mandatory)
• Initial meter readings have been recorded
• The "Activate Service" button becomes available after installation completion

Q: What are the activation requirements? A: Activation requirements include:

• Meter Configuration: Proper meter setup and testing
• Communication Method: Establishment of meter reading communication These requirements have checkboxes but are not mandatory to complete activation.

Q: What communication preferences can be set for the customer? A: Communication preference options include:

• Email: Electronic communication for bills and notifications
• SMS: Text message alerts and updates
• Phone: Voice communication for important notices These preferences are not mandatory but help improve customer communication.

Application Notes & Timeline

Q: How do I add notes to an application? A: To add application notes:

1. Navigate to the Application Notes section
2. Type your note in the provided text box
3. Click the "Add" button to save the note
4. The system automatically adds your username, date, and timestamp
5. Notes are displayed chronologically for team communication and reference

Q: What information is shown in the Timeline? A: The Timeline displays chronological activity logs including:

• Application Submitted: Initial application creation
• Document Verification: Document review and approval activities
• Site Inspection: Inspection scheduling and completion
• Final Approval: Approval decisions and status changes
• Installation Activities: Meter installation and service setup
• Activation Events: Service activation and account setup Each entry includes timestamps and user attribution for audit purposes.

Troubleshooting & Common Issues

Q: Why can't I accept an application even though documents are uploaded? A: Applications cannot be accepted if:

• Documents are still in "Pending Verification" status (must be marked as "Verified")
• Any documents are marked as "Rejected" and need correction
• Payment details are incomplete or invalid
• Service location verification is not complete
• Required checklist items are not satisfied Review the requirements checklist and ensure all items show checkmarks.

Q: What should I do if a document is unclear or incomplete? A: For unclear or incomplete documents:

1. Click "Reject" button for the problematic document
2. Provide specific comments about what needs to be corrected
3. Use "Request Information" button to notify the customer
4. Document the issue in Application Notes for team reference
5. Wait for customer to resubmit corrected documentation

Q: How do I handle payment-related issues? A: For payment issues:

• Verify payment details match the application requirements
• Check payment status (Pending, Processing, Completed, Failed)
• Ensure payment mode is correctly selected for "Pay Now" options
• Contact customer for payment clarification if needed
• Document payment resolution in Application Notes

Q: What happens if site inspection fails? A: If site inspection fails:

• Review inspection results and failure reasons
• Add detailed notes about specific issues found
• Coordinate with customer to resolve site-related problems
• Reschedule inspection after issues are addressed
• Consider rejecting application if site issues cannot be resolved

Integration & Technical Features

Q: How does the application system integrate with field operations? A: Integration with field operations includes:

• WX Dispatcher Integration: Service orders are automatically created in the field management system
• Mobile Access: Field technicians can access application details on mobile devices
• Real-time Updates: Service order status updates reflect in the application automatically
• Work Order Details: Application information is pre-populated in field work orders

Q: What happens to application data after activation? A: After activation:

• Application moves to "History Applications" tab
• Complete audit trail is maintained for regulatory compliance
• Customer account is created in the utility management system
• Meter readings begin automatic collection
• Billing cycle starts based on selected plan
• Application data remains accessible for reference and reporting

Q: How are application processing times calculated? A: Processing time calculation:

• Start Date: Application submission date
• End Date: Service activation date
• Processing Time: Total calendar days from submission to activation
• Average Processing Time: Sum of all processing times divided by number of applications Example: If Application A001 submitted Jan 1 and completed Jan 6, processing time is 5 days.

Q: Can I export application data for reporting? A: Yes, application data can be exported:

• Use the "Export" button on the dashboard
• Export includes filtered application list data
• Data includes application ID, name, category, subcategory, phone, submission date, status
• Export format is typically CSV or Excel for further analysis
• Filter applications before export to get specific data sets