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. UtilityIT/System AdministratorAdministrators

Responsible for overallthe technical setup and configuration of the platform. They ensure the system configurationis properly tailored to the utility's specific needs and businessmaintain processthe implementation.technical Creates and manages master templatesinfrastructure that alignsupports withwork utilityorder business processes.operations.

2. O&MOperations ManagerManagers

OverseesOversee maintenancethe overall work order process and operationaccess ofthe utilitymaster distributionpage systems.to Responsibleensure alignment with operational goals and standards. They are responsible for ensuringthe consistentefficiency and effectiveness of field operations throughacross standardizedthe procedures and managing overall service quality.utility.

3. DispatcherSupervisors/Managers

CoordinatesAccess the master page to manage and configure work order templates, assign roles, and ensure efficient workflow management. They handle day-to-day supervision of work order processes and field operations by assigning work to appropriate technicians. Manages scheduling, prioritization, and resource allocation to meet service level agreements.teams.

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 UtilityIT/System Administrator:

When I need to implementconfigure standardizedand fieldmaintain servicethe procedures,work order management system, But I struggle with inconsistenttechnical protocolscomplexities and integration requirements across departmentsutility and service types,operations, Help me createimplement anda managestandardized comprehensivetemplate SOP templatessystem with built-inproper bestrole-based practices,access controls, So that I can ensure operationalsystem consistencyreliability, data integrity, and regulatoryseamless complianceworkflow across the utility.departments.

For O&MOperations Manager:

When I need to oversee maintenancework andorder repair operationsprocesses across utility systems,operations, But I face challenges with varyinginconsistent workprocedures, unpredictable service quality, safetyand SLA compliance, and resource utilization, Help me establish and enforce standardized procedureswork order templates with appropriatebuilt-in safetyperformance protocolsmetrics and performance metrics,visibility, So that I can improve serviceoperational reliability,efficiency, reduceensure safetyregulatory incidents by 30%,compliance, and optimize operationalresource efficiency.utilization.

For Dispatcher:Supervisor/Manager:

When I need to efficientlymanage assignday-to-day work order assignments and coordinateteam field service work,performance, But I struggle with matchingbalancing theworkloads, righttracking technicians to jobsprogress, and meetingensuring serviceprocedure level agreements,adherence, Help me quickly identify appropriate SOPs andefficiently assign themstandardized work orders based on technician skills and location,prioritize activities, So that I can maximizemeet service level agreements, improve first-time resolution rates, meet SLA targets, and optimizemaintain fieldservice workforce utilization.quality.

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 utilitysop type,id service& category,template or equipment typename

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 standardpredefined 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

The Utilityfollowing Administrator:

1. Accessrepresents the end-to-end process flow for SOP Managementmanagement Dashboardand execution in the SMART360 system:

   1. SOP Template Creation

   • Navigate toAccess 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 onto launch the Master dashboard
   • System displays the multi-step SOP Builder wizard
3. DefineComplete the Basic SOPInfo Information
   • Enter SOP Namesection (e.g.,name, "Waterdescription, Meterutility Installation")
   • Providetype, shortservice nameassociation, forSLA quick reference
   • Write description explaining the purpose and scopeparameters)
   • Select Utilityappropriate TypeSafety (Water,Requirements Gas, Electricity, HVAC, or Other)
   • Choose Service Association from dropdown list
   • Select Typepackages and Subtype categoriesprotocols
   • Define SLArequired inTasks hours/days
   • Specifywith estimated labor cost, tax rate,descriptions and requiredtime fieldforce count
   estimates
6. 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
   • DefineConfigure quantitiesrequired forReadings eachand materialmeasurement itemparameters
   • Add equipmentHelp 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 alertsresources and escalations
   support information
9. 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
   • Savepublish or save as Draft or Publish as Standard template
   • Set effective date for the new proceduredraft

For2. SOP Review

• O&M Manager:
  1. SearchManager forreviews 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. Approvedraft SOPs for Field Operations
     • Review and validate SOPs align with operational standardsvalidity
     • EnsureVerify safety requirements meet departmentregulatory guidelinesstandards
     • ConfirmValidate resourcetask 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 requestssequences 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
     • AdjustConfirm assignmentsmaterial and equipment lists are complete
     • Check reading parameters for appropriate thresholds

     4. Field Execution

     • Technician reviews assigned SOP on mobile device
     • Verify safety requirements and confirm proper equipment
     • Follow task sequence as fielddefined conditionsin change
     the SOP
  4. MonitorComplete 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 requiredmandatory 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 eachDocument task completion with timestamps
     • UseCapture referenceany materialsdeviations attachedor toexceptions thefrom SOPstandard procedure
     • Take photos of completed work as neededrequired

     5. Completion and Documentation

     • Technician marks all required tasks as complete
     • DocumentSystem Completion
       validates all mandatory tasks and readings are completed
       • Record actual time spent oncompared each task
       • Document any deviations from standard procedure
       • Capture photos or additional notes as required
       • Provide feedback onto SOP clarity or improvement opportunitiesestimates
       • Document material usage and equipment usage
       condition
     • SubmitObtain Completedcustomer Work
       • Verifyacknowledgment allif mandatory tasks are completedrequired
       • Submit finalcompleted documentationSOP to system
       • Dispatcher reviews completion status and readingscloses service order

       6. Performance Analysis

       • Calculates estimated completion time
       • Complete any required customer sign-offs
       • ReportIdentify SOP completioncompliance torate dispatcherand exceptions
       • FlagTrack anySLA issuesperformance requiringacross follow-updifferent workSOP types
       • Analyze reading data for operational insights
       • Identify opportunities for SOP optimization
       • Review feedback submitted by field technicians

       
       

       • Publish revised SOP version with improvement notes

6. Flow Diagram

flowchart TD
    A[Start: SOP Management]
Link --> B[Access Master Dashboard]
    B --> C{User Action?}
    
    C -->|Create New SOP| D[Initialize SOP Builder]
    C -->|View Existing SOP| E[Search https://www.mermaidchart.com/raw/06d814c5-3914-404c-84c5-85987900df5e?theme=light& 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 version=v0.1& 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. Draftwork SOPsin areprogess onlysop's visiblecan tobe creatorssaved andin administrators until publisheddraft

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
2. Each SOP must have a maximum allowed completion time for SLA tracking
3. 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
1. 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

Calculation andavg reportedsla

• Avg atSLA individualper SOP: and36 category levelshours
• Exemption rateRate: cannot exceed defined threshold5% (currently↓ 5%)

To calculate the average SLA (Service Level Agreement) time per SOP performance(Standard metricsOperating areProcedure), calculatedyou dailyneed and visibledata on the Mastertime dashboardtaken for each SOP case. The general formula is:

Average SLA Time = (Sum of SLA Times for All SOPs) / (Total Number of SOPs)

Example:

If you had the following SOP completion times (in hours):

• SOP 1: 30h
• SOP 2: 36h
• SOP 3: 42h

Then:
Average SLA = (30 + 36 + 42) / 3 = 108 / 3 = 36 hours

The 5% exemption rate implies that 5% of SOPs were excluded from SLA calculations (e.g., due to valid exceptions or issues outside control), so you'd calculate the average only using the remaining 95% of SOPs.

8. Sample Data

SOP Templates

SOP IDNameUtilityTypeSubtypeSLATasksCostSOP-001WaterID

Safety Requirements

Safety PackageRequiredPackage

Task Templates

Task TemplateEstimatedTemplate

Material Packages

Package NameContentsQuantityStandardName

Reading Sets

Utility Reading SetParametersNormalSets
Reading RangeAlertSet
Reading ThresholdStandardName
Unit
Expected Range
Criticality
Photo Required
Standard Utility MeterInitialMeter Reading,Readings
Current FinalMeter ReadingN/AN/APressureReading
kWh
0 SystemStaticto Pressure,10000
Medium
No

Peak Demand Reading
kW
0 to 100
Medium
No

Power Factor
-
0.8 to 1.0
Medium
No
Pressure System Readings
System Pressure
PSI
30 to 80
High
Yes

Differential Pressure40-60Pressure
PSI
2 PSI,to 1-10
High
Yes
Electrical System Readings
Voltage Reading
V
110 to 130
High
No

Current Draw
A
5 PSI<to 30 PSI, >8 PSIElectrical SystemLoad Current, Voltage, 
Medium
No

Insulation Resistance5-30A,Resistance
MΩ
1.0 115-125V,to >1MΩ>35A, <110V or >130V, <0.5MΩ100
High
No
Water QualityTurbidity,Quality pH,Readings
pH Level
pH
6.5 to 8.5
Medium
No

Chlorine Level<1
mg/L
0.2 NTU,to 6.5-8.5, 0.2-4mg/L>5 NTU, <6.4.0 or >9.0, <
Medium
No

Turbidity
NTU
0.1 orto >4.5mg/L1.0
Medium
No
Gas System Readings
Gas Pressure
kPa
1.0 to 3.0
High
No

Flow Rate
m³/h
0.5 to 10.0
Medium
No

Gas Meter Reading
m³
0 to 100000
Low
No

9. Acceptance Criteria
The system must allow creation of SOP templates for multiple utility types (Water, Gas, Electricity, HVAC, Other)
The system must enforce unique SOP IDs for all templates in the format SOP-XXX
The SOP Builder must guide users through a 7-step creation process: Basic Info, Safety Requirements, Task Definition, Materials & Equipment, Readings, Help, and Review
Users must be able to save drafts at any point in the creation process
The system must support selection of pre-configured safety packages and individual safety protocols
The SOP Builder must allow creation of task sequences with time estimates and dependency relationships with predefnied packages
Tasks must be able to be flagged as mandatory or optional
The system must support material and equipment package definition with quantity specifications
Reading requirements must include parameter ranges and alert thresholds
The system must calculate and display SLA metrics for all active SOPs
The SOPmaster dashboardpage must display key metrics: Total SOPs, Active SOPs, Template Types, and Avg SLA
Users must be able to filter SOPs by utility type, priority, and status
The system must track usage count for each SOP template
Field feedback mechanisms must be available for continuous improvement
The system must support attachment of reference materials and help documentation
Users must be able to define required fieldforce count for resource planning
Published SOPs must be visible to all authorized users based on role permissions
The system must support draft, active, and archived status for SOP lifecycle management
The system must validate that all required fields are completed before publication
The system must provide a comprehensive review screen showing all SOP components before final publication
10. Process Changes
Current ProcessNewProcess
New ProcessImpactProcess
Impact AnalysisFieldAnalysis
Field procedures vary between technicians and locationsStandardizedlocations
Standardized SOPs ensure consistent execution regardless of technician or location40%location
Significant reduction in procedure variation, leadingresulting toin more predictable service quality and betteran improved customer experienceSafetyexperience
Safety protocols are often verbally communicated or found in separate manualsIntegratedmanuals
Integrated safety requirements directly within each SOP60%SOP
Marked improvement in compliance with safety protocolprotocols compliance;and 30%a reductionnoticeable decline in safety incidentsMaterialincidents
Material and equipment needs determined by individual techniciansStandardizedtechnicians
Standardized material packages and equipment lists defined for each procedure25% reduction inprocedure
Fewer return trips due to missing equipment;equipment 15%and reduction inreduced excess inventoryCompletioninventory
Completion time varies significantly between techniciansSLAstechnicians
SLAs defined and tracked for each procedure type35%type
Greater improvementconsistency in schedule adherence;adherence, Bettersupporting improved capacity planning and workforce utilizationKnowledgeutilization
Knowledge transfer relies on shadowing experienced techniciansDetailedtechnicians
Detailed procedures captured in digital format with supporting resources50% reduction inresources
Faster training time for new technicians;technicians Criticaland better retention of knowledge retainedwithin despitethe workforce turnoverFieldorganization
Field issues addressed through ad-hoc escalationStructuredescalation
Structured protocols for readings outside acceptable ranges45% fasterranges
Quicker resolution of abnormal conditions;conditions Moreand more consistent customercommunication communicationwith customers during service issuesProceduredisruptions
Procedure improvements implemented inconsistentlyCentralizedinconsistently
Centralized template management with version control70%control
Faster fasterand more consistent rollout of procedure improvements; Better complianceupdates, with improved alignment to regulatory changesLimitedrequirements
Limited visibility into field service performanceComprehensiveperformance
Comprehensive analytics on SOP usage and completion metrics80%metrics
Enhanced improvementvisibility ininto performanceperformance, visibility;enabling Data-more informed, data-driven decisions for process optimizationdecision-making

11. Impact from Solving This Problem
Metric
Before
Improvement
Service Consistency
MetricImprovementService
Service Consistency40%quality varied widely due to inconsistent procedures
Significant reduction in variation of service quality variationdue to standardized procedures
Field Technician Productivity
Daily output varied depending on technician experience and process familiarity
Noticeable increase in task completion through standardized proceduresFieldand Technicianoptimized Productivity25%workflows
First-time Resolution Rate
Frequent second visits required due to missing tools, materials, or unclear procedures
Marked improvement in tasksresolving completedissues peron daythe throughfirst standardized, optimized proceduresFirst-time Resolution Rate30% increase in first-time fixesvisit by ensuringequipping technicians havewith properthe procedures,right tools, and materialsSafetyresources
Safety Incident Rate35%Rate
Safety reductionprotocols were often informal or inconsistently followed
Clear decrease in safety incidents through integrated safety protocols and PPEprotective requirementsSLAequipment Compliance45%requirements
SLA Compliance
SLAs were often missed due to unclear expectations and inconsistent execution
Strong improvement in meeting service level agreementstimelines through clearly defined procedures
Training Efficiency
New technicians required extended shadowing and timeinformal expectationsTraining Efficiency50% reduction in technicianlearning
Faster onboarding timethrough byaccess providingto clear,standardized, standardizedeasy-to-follow proceduresKnowledgeprocedures
Knowledge Retention90%Retention
Operational preservationknowledge was lost with workforce turnover
High level of critical operational knowledge despitepreserved workforcethrough turnoverRegulatorythorough Compliance60%procedural improvementdocumentation
Regulatory inCompliance
Audit preparation was reactive and documentation was incomplete
Better audit readiness withthrough documented procedurescomprehensive and accessible safety protocolsCustomerand Satisfaction25%process increasedocumentation
Customer inSatisfaction
Customer satisfactionexperiences scoreswere throughinconsistent moreand delays were common
Noticeable improvement due to consistent, timelytimely, and professional service deliveryOperationaldelivery
Operational Cost15%Cost
High reductioncosts from inefficiencies, rework, and redundant resource usage
Reduction in overall field service costs through optimized resource utilizationallocation and reducedfewer reworkrepeat visits

12. User Behavior Tracking
For UtilityIT/System Administrator
Event
Properties
Metrics
Insights
System_Configuration_Updated
EventPropertiesMetricsInsightsSOP_Creation_Startedutility_type,
config_area, user_id, timestampCreationtimestamp
Configuration frequency, abandonmentsystem rateAreareas administrators actively developing new procedures? modified
Which utilityconfiguration 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 sectionsareas require the most refinement?attention? How often are changes needed?
User_Role_Modified
role_id, permission_changes, affected_users
Permission adjustments, access patterns
Are role definitions effective? Which permissions are most frequently adjusted?
Integration_Performance_Checked
integration_point, response_time, error_rate
System performance, integration reliability
Which integration points are causing issues? Are SOPsthere stablerecurring orperformance frequentlyproblems?
System_Report_Generated
report_type, changing?Safety_Package_Addedpackage_type,parameters, sop_id,execution_time
Reporting utility_typeSafetyusage, coveragesystem byresource procedureutilization
Which typeArereports safetyare requirementsmost beingvaluable? appropriatelyAre integratedthere intoperformance allissues procedurewith types?complex reports?

For O&MOperations Manager
EventPropertiesMetricsInsightsSOP_Reviewedsop_id,EventPropertiesMetricsInsightsTemplate_Performance_Viewedtemplate_id, review_duration,performance_metrics, sections_viewedReview patterns, focus areasAre managers thoroughly reviewing SOPs before approval? Which aspects receive most scrutiny?SOP_Performance_Viewedsop_id, user_id, filter_appliedAnalysistime_periodAnalysis frequency, focus areasAreareasWhich managersperformance activelyaspects monitoringare SOPmost performance?monitored? Are template designs achieving efficiency goals?SLA_Compliance_Reviewedservice_type, compliance_rate, exception_countCompliance patterns, problem areasWhich service types have SLA challenges? What factors affect compliance rates?Resource_Utilization_Analyzedresource_type, utilization_rate, cost_metricEfficiency analysis, cost optimizationAre resources properly allocated? Which service areas have utilization issues?Work_Order_Volume_Analyzedwork_type, geographic_area, trend_dataWorkload distribution, trend analysisAre there patterns in service demand? How effectively is work distributed?
For Supervisor/Manager
EventPropertiesMetricsInsightsWork_Order_Assignedwork_order_id, technician_id, priority, estimated_timeAssignment patterns, workload distributionHow balanced are work assignments? Are high-priority items appropriately staffed?Technician_Performance_Reviewedtechnician_id, metrics_viewed, time_periodPerformance management, focus areasWhat aspects of technician performance receive mostattention? attention?SLA_Exception_Reviewedsop_id,How exception_reason,does action_takenExceptionfeedback patterns,translate resolutionto actionsWhatimprovement?Template_Modifiedtemplate_id, modification_type, reason_codeTemplate refinement, improvement areasWhich templates require adjustment? Are modifications improving efficiency?Schedule_Adjustedoriginal_timing, new_timing, reason_codeSchedule adherence, adjustment patternsWhat causes SLAschedule breaches?changes? How effectively are exceptionsadjustments 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?handled?
For Field Force Technician
EventPropertiesMetricsInsightsSOP_Viewedsop_id,EventPropertiesMetricsInsightsWork_Order_Viewedwork_order_id, technician_id,view_duration, duration, sections_viewedUsagesections_accessedUsage patterns, referenceinformation frequencyHow often do technicians reference SOPs? WhichneedsWhich sections of work orders require most review? Is information clearly presented?Task_Completedtask_id, sop_id, actual_duration, sequence_numberCompletion timeefficiency, vs. estimate, sequenceprocess adherenceAre tasktime estimates accurate? Do technicians follow the prescribed sequence?Reading_Recordedreading_type,Field_Data_Recordeddata_type, value,completion_time, threshold_statusReadingexception_flagData collection efficiency, quality issuesIs field data collection efficient? Which data points cause collection problems?Work_Order_Feedback_Submittedwork_order_id, feedback_type, improvement_suggestionFeedback patterns, alert frequencyHow often do readings fall outside normal ranges? Are thresholds appropriately set?SOP_Feedback_Submittedsop_id, feedback_type, suggestionFeedback frequency, improvement suggestionsAreopportunitiesAre technicians activelyproviding contributinguseful tofeedback? procedure improvements? WhatWhich aspects generateof mostwork feedback?Material_Usage_Reportedmaterial_id,orders quantity_used,need variance_from_planConsumption patterns, variance trendsAre material estimates accurate? Which procedures have high variance in material usage?improvement?
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?