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Master : User Story Docuement (WX01US01)

1. Problem Statement

Utilities face significant challenges in maintaining consistent field service operations across various service types, assets, and technician teams. This leads to:

  • Inconsistent Service Delivery: Without standardized procedures, field technicians perform similar tasks with varying methods and quality.
  • Safety Compliance Risks: Utility operations involve numerous safety hazards that require consistent adherence to protocols.
  • Inefficient Resource Allocation: Without proper task planning and resource requirements, field operations face delays and cost overruns.
  • Poor SLA Management: Service Level Agreements are difficult to track and maintain without structured procedure templates.
  • Lack of Knowledge Standardization: Critical operational knowledge remains siloed within experienced technicians rather than being captured in accessible formats.

Core Problem: The organization lacks a centralized, standardized system for creating, managing, and enforcing Standard Operating Procedures (SOPs) for field service operations across different utility types, resulting in inconsistent service quality, safety risks, and inefficient resource utilization.

2. Who Are the Users Facing the Problem?

Based on the provided screenshots and user personas document, the following key user roles are involved in the SOP management and service order processes:

1. Utility Administrator

Responsible for overall system configuration and business process implementation. Creates and manages master templates that align with utility business processes.

2. O&M Manager

Oversees maintenance and operation of utility distribution systems. Responsible for ensuring consistent field operations through standardized procedures and managing overall service quality.

3. Dispatcher

Coordinates field operations by assigning work to appropriate technicians. Manages scheduling, prioritization, and resource allocation to meet service level agreements.

4. Field Force Technician

Executes maintenance, installation, and repair work by following standardized procedures in the field. Primary end-user of SOPs during service delivery.

5. System Admin

Oversees the technical implementation and access control for the SOP management system.

3. Jobs To Be Done

For Utility Administrator:

When I need to implement standardized field service procedures, But I struggle with inconsistent protocols across departments and service types, Help me create and manage comprehensive SOP templates with built-in best practices, So that I can ensure operational consistency and regulatory compliance across the utility.

For O&M Manager:

When I need to oversee maintenance and repair operations across utility systems, But I face challenges with varying work quality, safety compliance, and resource utilization, Help me establish and enforce standardized procedures with appropriate safety protocols and performance metrics, So that I can improve service reliability, reduce safety incidents by 30%, and optimize operational efficiency.

For Dispatcher:

When I need to efficiently assign and coordinate field service work, But I struggle with matching the right technicians to jobs and meeting service level agreements, Help me quickly identify appropriate SOPs and assign them based on technician skills and location, So that I can maximize first-time resolution rates, meet SLA targets, and optimize field workforce utilization.

For Field Force Technician:

When I need to perform installation or maintenance tasks in the field, But I lack clear guidance on proper procedures and safety requirements, Help me access detailed, step-by-step instructions with safety protocols and equipment lists, So that I can complete tasks correctly, safely, and within estimated timeframes.

For System Admin:

When I need to configure and maintain the SOP management system, But I must ensure proper access controls and system integration, Help me establish role-based permissions and monitor SOP usage metrics, So that I can optimize the system's performance and support operational efficiency.

4. Solution

The SMART360 SOP Management System provides a comprehensive platform for creating, managing, and deploying standardized operating procedures across utility operations. The solution addresses the key pain points through these capabilities:

1. Centralized SOP Repository

  • Template Library: Pre-configured templates for common utility procedures (meter installation, leak inspection, pressure checks)
  • Version Control: Track changes and maintain historical versions of SOPs
  • Search & Filter: Easily find relevant SOPs by utility type, service category, or equipment type

2. Standardized Template Builder

  • Multi-step Wizard Interface: Guided creation process with logical flow (Basic Info → Safety Requirements → Task Definition → Materials & Equipment → Readings → Help → Review)
  • Utility Type Classification: Categorize SOPs by utility (Water, Gas, Electricity) for appropriate requirements
  • Service Association Mapping: Link SOPs to specific service types and asset categories

3. Comprehensive Safety Management

  • Safety Requirement Packages: Pre-configured safety protocols (Confined Space, Electrical Safety, Working at Heights)
  • Safety Protocol Selection: Choose from standard safety protocols based on task requirements
  • PPE Requirements: Define specific personal protective equipment needed for each procedure

4. Task Definition Framework

  • Standardized Task Templates: Pre-built task templates for common field activities
  • Time Estimation: Set expected completion times for planning and performance tracking
  • Mandatory Task Flagging: Identify critical tasks that cannot be skipped during execution

5. Materials & Equipment Management

  • Material Packages: Define standard material kits for specific procedures
  • Equipment Requirements: Specify tools and testing equipment needed for each SOP
  • Quantity Management: Track required quantities for inventory and resource planning

6. Measurement & Readings Framework

  • Reading Sets: Configure standard sets of measurements to be collected during procedure execution
  • Acceptable Ranges: Define normal operating parameters for validating field readings
  • Critical Threshold Alerts: Flag readings that indicate potential safety or operational issues

7. Knowledge Base Integration

  • Support Resources: Attach documentation, videos, and references to SOPs
  • Field Feedback Loop: Collect technician feedback on SOP effectiveness and clarity
  • Template Rating System: Enable quality assessment of SOP templates

8. Workflow & Approval Process

  • Draft Management: Save works-in-progress for further refinement
  • Review & Approval: Structured review process before SOP publication
  • Publication Controls: Manage when and how SOPs become available to field teams

9. Analytics & Insights

  • SOP Performance Tracking: Monitor completion times against estimated durations
  • Usage Metrics: Track which SOPs are most frequently used and by whom
  • SLA Compliance: Measure service delivery against defined SLA targets

10. Integration Capabilities

  • Field Service Application Integration: Push SOPs to mobile devices for field execution
  • Asset Management Linkage: Connect SOPs to specific asset types and categories
  • Work Order System Connection: Associate SOPs with work orders and service requests

5. Major Steps Involved

For Utility Administrator:

  1. Access SOP Management Dashboard
    • Navigate to the Master section in the SMART360 navigation menu
    • View SOP overview metrics (Total SOPs, Active SOPs, Template Types, Avg SLA)
  2. Create New SOP Template
    • Click "Create SOP" button on the Master dashboard
    • System displays the multi-step SOP Builder wizard
  3. Define Basic SOP Information
    • Enter SOP Name (e.g., "Water Meter Installation")
    • Provide short name for quick reference
    • Write description explaining the purpose and scope
    • Select Utility Type (Water, Gas, Electricity, HVAC, or Other)
    • Choose Service Association from dropdown list
    • Select Type and Subtype categories
    • Define SLA in hours/days
    • Specify estimated labor cost, tax rate, and required fieldforce count
  4. Configure Safety Requirements
    • Select from pre-configured safety packages based on procedure risks
    • Choose applicable safety protocols for the specific procedure
    • Specify required PPE items for the field technicians
  5. Define Task Structure
    • Select from task templates or create custom tasks
    • Define task names, descriptions, and estimated completion times
    • Mark mandatory tasks that cannot be skipped
    • Configure task dependencies and sequence
  6. Specify Materials & Equipment
    • Add material packages containing required parts and supplies
    • Specify field inspection tools needed for the procedure
    • Define quantities for each material item
    • Add equipment from a pre-configured or custom equipment list
  7. Configure Required Readings
    • Select reading sets appropriate for the procedure
    • Define acceptable parameter ranges for each reading
    • Set threshold values for alerts and escalations
  8. Add Help Resources
    • Upload supporting documentation or instructions
    • Add contact information for subject matter experts
    • Include field feedback functionality for continuous improvement
  9. Review & Publish
    • Preview the complete SOP template
    • Check all sections for completeness and accuracy
    • Save as Draft or Publish as Standard template
    • Set effective date for the new procedure

For O&M Manager:

  1. Search for Relevant SOPs
    • Navigate to Master section
    • Filter SOPs by utility type, service category, or status
    • Use search function to find procedure by name or ID
  2. Review SOP Details
    • Select SOP from the list to view details
    • Review task definitions, safety requirements, and resource needs
    • Check SLA and estimated completion time
  3. Approve SOPs for Field Operations
    • Review and validate SOPs align with operational standards
    • Ensure safety requirements meet department guidelines
    • Confirm resource requirements are accurately specified
  4. Monitor SOP Performance
    • Track actual completion times against estimated durations
    • Review any exceptions or deviations reported by field technicians
    • Analyze SLA compliance across different procedure types
    • Identify opportunities for procedure optimization

For Dispatcher:

  1. Access Work Management System
    • Log into the dispatcher console in SMART360
    • View incoming service requests and work orders
  2. Select Appropriate SOP
    • Identify the service need and required procedure
    • Search for and select the matching SOP template
    • Review SOP requirements and resource needs
  3. Assign Work to Field Technicians
    • Match technician skills to SOP requirements
    • Check technician availability and location
    • Assign SOP-based work order to selected technician
    • Prioritize assignments based on SLA requirements
  4. Coordinate Field Resources
    • Ensure required equipment and materials are available
    • Communicate special instructions to assigned technicians
    • Schedule work according to SOP time estimates
    • Adjust assignments as field conditions change
  5. Monitor Work Progress
    • Track real-time status of assigned SOPs
    • Respond to technician requests for assistance
    • Reassign work as needed to meet SLA targets
    • Update customers on service timing based on SOP progress

For Field Force Technician:

  1. Receive Work Assignment with SOP
    • Access assigned work orders through Field Force mobile application
    • View attached SOP details and requirements
    • Acknowledge receipt of assignment
  2. Review Safety Requirements
    • Check required safety protocols and PPE
    • Confirm understanding of safety procedures
    • Verify availability of all required safety equipment
    • Complete required safety checks before beginning work
  3. Execute Tasks According to SOP
    • Follow step-by-step task instructions in sequence
    • Check off completed tasks in the mobile application
    • Record required readings and measurements
    • Follow standardized procedures for each task
    • Use reference materials attached to the SOP as needed
  4. Document Completion
    • Record actual time spent on each task
    • Document any deviations from standard procedure
    • Capture photos or additional notes as required
    • Provide feedback on SOP clarity or improvement opportunities
    • Document material and equipment usage
  5. Submit Completed Work
    • Verify all mandatory tasks are completed
    • Submit final documentation and readings
    • Complete any required customer sign-offs
    • Report SOP completion to dispatcher
    • Flag any issues requiring follow-up work

6. Flow Diagram

flowchart TD
    A[Start: SOP Management] --> B[Access Master Dashboard]
    B --> C{User Action?}
    
    C -->|Create New SOP| D[Initialize SOP Builder]
    C -->|View Existing SOP| E[Search & Filter SOPs]
    C -->|Analyze SOP Performance| F[View SOP Analytics]
    
    D --> D1[Step 1: Basic Info]
    D1 --> D2[Step 2: Safety Requirements]
    D2 --> D3[Step 3: Task Definition]
    D3 --> D4[Step 4: Materials & Equipment]
    D4 --> D5[Step 5: Readings]
    D5 --> D6[Step 6: Help]
    D6 --> D7[Step 7: Review]
    D7 --> D8{Approve?}
    
    D8 -->|No| D9[Save as Draft]
    D8 -->|Yes| D10[Publish SOP]
    
    E --> E1[View SOP Details]
    E1 --> E2{Action?}
    
    E2 -->|Edit| E3[Open in SOP Builder]
    E2 -->|Assign| E4[Link to Work Order]
    E2 -->|Archive| E5[Change Status]
    
    F --> F1[Review SOP Usage Metrics]
    F1 --> F2[Analyze SLA Compliance]
    F2 --> F3[Evaluate Field Feedback]
    
    D9 --> G[End: Draft Saved]
    D10 --> H[End: SOP Published]
    E3 --> D1
    E4 --> I[End: SOP Assigned]
    E5 --> J[End: Status Updated]
    F3 --> K[End: Analysis Complete]

7. Business Rules

General SOP Management Rules

  1. Each SOP must be associated with exactly one utility type (Water, Electricity, Gas, HVAC, or Other)
  2. SOPs must have a unique identifier (SOP-XXX) assigned by the system upon creation
  3. All SOPs must include at least one task in the task definition section
  4. SLA must be defined in hours or days for each SOP
  5. Active SOPs cannot be deleted but can be archived if no longer needed
  6. SOP templates can only be published after all mandatory fields are completed
  7. Draft SOPs are only visible to creators and administrators until published

Safety Requirement Rules

  1. SOPs must have at least one safety protocol selected if the procedure involves field work
  2. Hazardous procedures must include specific safety packages appropriate to the risks involved
  3. PPE requirements must be explicitly defined for each SOP
  4. Safety protocols with regulatory requirements cannot be removed from applicable SOPs
  5. Confined space procedures must include Emergency Response Plan protocol

Task Definition Rules

  1. Tasks must have estimated completion times for proper resource planning
  2. Critical operational tasks must be marked as mandatory
  3. Tasks with dependencies must be clearly identified in the sequence
  4. Each SOP must have a maximum allowed completion time for SLA tracking
  5. Task templates can be reused across multiple SOPs

Materials & Equipment Rules

  1. All specialized tools required for a procedure must be listed in the equipment section
  2. Material quantities must be specified for inventory planning
  3. Critical equipment must be clearly identified for prioritization
  4. Standard material packages can be defined and reused across multiple SOPs
  5. Equipment with calibration requirements must include last calibration date verification

Readings & Measurements Rules

  1. Acceptable parameter ranges must be defined for all required readings
  2. Critical readings must have alert thresholds configured
  3. Reading units must be standardized and clearly displayed
  4. Reading verification steps must be included for safety-critical measurements
  5. Historical reading comparisons must be available for trend analysis

User Access Rules

  1. Only Utility Administrators and System Admins can create and publish SOP templates
  2. O&M Managers can view and assign SOPs but not modify published templates
  3. Field Force Technicians can only view assigned SOPs and submit completion data
  4. SOP editing is restricted to the original creator or authorized administrators
  5. Draft templates are only visible to the creator and system administrators

SLA & Performance Rules

  1. SOP completion time is calculated from assignment to final task completion
  2. SLA exceptions must be documented with reason codes
  3. SLA performance is tracked and reported at individual SOP and category levels
  4. Exemption rate cannot exceed defined threshold (currently 5%)
  5. SOP performance metrics are calculated daily and visible on the Master dashboard

8. Sample Data

SOP Templates

SOP IDNameUtilityTypeSubtypeSLATasksCostSOP-001Water Meter InstallationWaterInstallationResidential24h8$450SOP-002Gas Leak InspectionGasInspectionSafety6h12$750SOP-003Electric Meter ReplacementElectricityReplacementCommercial48h6$350SOP-004Water Main RepairWaterRepairEmergency2d15$1,250SOP-005Smart Meter InstallationElectricityInstallationSmart Technology36h9$600SOP-006Pipeline Pressure CheckGasMaintenancePreventive12h4$300

Safety Requirements

Safety PackageRequired ProtocolsPPE RequirementsElectrical SafetyPre-Job Safety Briefing, Equipment Safety CheckInsulated Gloves, Safety Glasses, Hard HatConfined SpaceEmergency Response Plan, Air Quality AssessmentRespirator, Safety Harness, Gas MonitorWorking at HeightsFall Prevention, Pre-Use Equipment CheckSafety Harness, Hard Hat, Safety LineHazardous MaterialsChemical Handling, Decontamination ProceduresChemical Resistant Gloves, Face Shield, Protective Suit

Task Templates

Task TemplateEstimated TimeDescriptionMandatoryMeter Reading15 minutesRecord initial readings before work beginsYesConnection Inspection30 minutesInspect connection points for leaks or damageYesEmergency Shutdown10 minutesProcedure for emergency service terminationNoMaintenance Check45 minutesStandard equipment maintenance verificationYes

Material Packages

Package NameContentsQuantityStandard MeteringDigital Meter, Connection Adapters, Sealing Wire1, 3, 2Water UtilityWater Pressure Gauge, Pipe Wrenches, Leak Detector1, 2, 1Asset MaintenanceLubricant, Inspection Sheet, Replacement Gaskets1, 1, 3Field InspectionInspection Meter, Voltage Tester, Calibration Tools1, 1, 1

Reading Sets

Reading SetParametersNormal RangeAlert ThresholdStandard Utility MeterInitial Reading, Final ReadingN/AN/APressure SystemStatic Pressure, Differential Pressure40-60 PSI, 1-5 PSI<30 PSI, >8 PSIElectrical SystemLoad Current, Voltage, Insulation Resistance5-30A, 115-125V, >1MΩ>35A, <110V or >130V, <0.5MΩWater QualityTurbidity, pH, Chlorine Level<1 NTU, 6.5-8.5, 0.2-4mg/L>5 NTU, <6.0 or >9.0, <0.1 or >4.5mg/L

9. Acceptance Criteria

  1. The system must allow creation of SOP templates for multiple utility types (Water, Gas, Electricity, HVAC, Other)
  2. The system must enforce unique SOP IDs for all templates in the format SOP-XXX
  3. The SOP Builder must guide users through a 7-step creation process: Basic Info, Safety Requirements, Task Definition, Materials & Equipment, Readings, Help, and Review
  4. Users must be able to save drafts at any point in the creation process
  5. The system must support selection of pre-configured safety packages and individual safety protocols
  6. The SOP Builder must allow creation of task sequences with time estimates and dependency relationships
  7. Tasks must be able to be flagged as mandatory or optional
  8. The system must support material and equipment package definition with quantity specifications
  9. Reading requirements must include parameter ranges and alert thresholds
  10. The system must calculate and display SLA metrics for all active SOPs
  11. The SOP dashboard must display key metrics: Total SOPs, Active SOPs, Template Types, and Avg SLA
  12. Users must be able to filter SOPs by utility type, priority, and status
  13. The system must track usage count for each SOP template
  14. Field feedback mechanisms must be available for continuous improvement
  15. The system must support attachment of reference materials and help documentation
  16. Users must be able to define required fieldforce count for resource planning
  17. Published SOPs must be visible to all authorized users based on role permissions
  18. The system must support draft, active, and archived status for SOP lifecycle management
  19. The system must validate that all required fields are completed before publication
  20. The system must provide a comprehensive review screen showing all SOP components before final publication

10. Process Changes

Current ProcessNew ProcessImpact AnalysisField procedures vary between technicians and locationsStandardized SOPs ensure consistent execution regardless of technician or location40% reduction in procedure variation, leading to more predictable service quality and better customer experienceSafety protocols are often verbally communicated or found in separate manualsIntegrated safety requirements directly within each SOP60% improvement in safety protocol compliance; 30% reduction in safety incidentsMaterial and equipment needs determined by individual techniciansStandardized material packages and equipment lists defined for each procedure25% reduction in return trips due to missing equipment; 15% reduction in excess inventoryCompletion time varies significantly between techniciansSLAs defined and tracked for each procedure type35% improvement in schedule adherence; Better capacity planning and workforce utilizationKnowledge transfer relies on shadowing experienced techniciansDetailed procedures captured in digital format with supporting resources50% reduction in training time for new technicians; Critical knowledge retained despite workforce turnoverField issues addressed through ad-hoc escalationStructured protocols for readings outside acceptable ranges45% faster resolution of abnormal conditions; More consistent customer communication during service issuesProcedure improvements implemented inconsistentlyCentralized template management with version control70% faster rollout of procedure improvements; Better compliance with regulatory changesLimited visibility into field service performanceComprehensive analytics on SOP usage and completion metrics80% improvement in performance visibility; Data-driven decisions for process optimization

11. Impact from Solving This Problem

MetricImprovementService Consistency40% reduction in service quality variation through standardized proceduresField Technician Productivity25% improvement in tasks completed per day through standardized, optimized proceduresFirst-time Resolution Rate30% increase in first-time fixes by ensuring technicians have proper procedures, tools, and materialsSafety Incident Rate35% reduction in safety incidents through integrated safety protocols and PPE requirementsSLA Compliance45% improvement in meeting service level agreements through clearly defined procedures and time expectationsTraining Efficiency50% reduction in technician onboarding time by providing clear, standardized proceduresKnowledge Retention90% preservation of critical operational knowledge despite workforce turnoverRegulatory Compliance60% improvement in audit readiness with documented procedures and safety protocolsCustomer Satisfaction25% increase in satisfaction scores through more consistent, timely service deliveryOperational Cost15% reduction in overall field service costs through optimized resource utilization and reduced rework

12. User Behavior Tracking

For Utility Administrator

EventPropertiesMetricsInsightsSOP_Creation_Startedutility_type, user_id, timestampCreation frequency, abandonment rateAre administrators actively developing new procedures? Which utility types need more standardization?SOP_Publishedsop_id, creation_duration, utility_typeTime to create, templates by categoryHow efficiently are SOPs being created? Are certain utilities receiving more focus?SOP_Template_Editedsop_id, sections_modified, reason_codeEdit frequency, common modificationsWhich sections require the most refinement? Are SOPs stable or frequently changing?Safety_Package_Addedpackage_type, sop_id, utility_typeSafety coverage by procedure typeAre safety requirements being appropriately integrated into all procedure types?

For O&M Manager

EventPropertiesMetricsInsightsSOP_Reviewedsop_id, review_duration, sections_viewedReview patterns, focus areasAre managers thoroughly reviewing SOPs before approval? Which aspects receive most scrutiny?SOP_Performance_Viewedsop_id, user_id, filter_appliedAnalysis frequency, focus areasAre managers actively monitoring SOP performance? Which aspects receive most attention?SLA_Exception_Reviewedsop_id, exception_reason, action_takenException patterns, resolution actionsWhat causes SLA breaches? How effectively are exceptions addressed?SOP_Feedback_Reviewedfeedback_id, sop_id, action_takenFeedback utilization, improvement cycleIs field feedback being incorporated into procedure improvements?

For Dispatcher

EventPropertiesMetricsInsightsSOP_Assignedsop_id, work_order_id, technician_id, priorityAssignment frequency, distribution patternsWhich SOPs are most frequently used? Are assignments properly balanced across the workforce?SOP_Searchsearch_terms, filters_applied, selected_sopSearch efficiency, selection patternsHow efficiently are dispatchers finding appropriate SOPs? Are search terms aligned with SOP naming?Technician_Selectiontechnician_id, sop_id, selection_criteriaMatch quality, skill utilizationAre dispatchers matching technicians to SOPs based on skills and experience?SLA_Monitoringsop_id, time_to_deadline, action_takenProactive management, escalation patternsAre dispatchers actively managing SLA compliance? What actions prevent SLA breaches?Assignment_Adjustmentoriginal_assignment, new_assignment, reasonReassignment frequency, adjustment reasonsWhat triggers work reassignment? How efficiently are field resources reallocated?

For Field Force Technician

EventPropertiesMetricsInsightsSOP_Viewedsop_id, technician_id, duration, sections_viewedUsage patterns, reference frequencyHow often do technicians reference SOPs? Which sections require most review?Task_Completedtask_id, sop_id, actual_duration, sequence_numberCompletion time vs. estimate, sequence adherenceAre task estimates accurate? Do technicians follow the prescribed sequence?Reading_Recordedreading_type, value, threshold_statusReading patterns, alert frequencyHow often do readings fall outside normal ranges? Are thresholds appropriately set?SOP_Feedback_Submittedsop_id, feedback_type, suggestionFeedback frequency, improvement suggestionsAre technicians actively contributing to procedure improvements? What aspects generate most feedback?Material_Usage_Reportedmaterial_id, quantity_used, variance_from_planConsumption patterns, variance trendsAre material estimates accurate? Which procedures have high variance in material usage?

For System Admin

EventPropertiesMetricsInsightsSOP_System_Accessuser_id, role, feature_accessedUsage patterns, popular featuresWhich system features are most valuable to different user roles?Template_Import_Exportaction_type, template_count, user_idTemplate sharing, standardizationHow effectively is knowledge being shared across the organization?System_Performancepage_load_time, user_count, featurePerformance metrics, bottlenecksAre there performance issues affecting user productivity?Report_Generatedreport_type, filter_criteria, user_roleReporting patterns, data needsWhat information is most valuable to different stakeholders?
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