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1. Problem StatementUser Roles Identified:Customer Service Representative - Front-line staff handling reconnection requests from customersField Operations Technician - Field staff responsible for physical meter installation and connectionBilling Specialist - S...

1. Problem StatementUser RolesBased on the current system limitations and user personas, three distinct user roles are affected:Customer Executive - Handles walk-in customers at service centersCall Center Representative - Manages incoming customer callsUtility...

1. Problem StatementUser Roles Identified:Customer Service Manager: Oversees customer-facing payment operations and service deliveryCustomer Service Representative: Handles customer payment transactions and inquiries at service countersPain Points by User Role...

1. Problem StatementUser Roles Facing the ProblemPrimary Users:Utility Administrator - Configures business rules and operational parametersCSO Manager - Oversees customer service operations and SLA complianceO&M Manager - Manages field operations and resource ...

1. Problem StatementUser Roles Identified:Water Utility Customers - Residential and commercial water service customers who need digital access to their account information and services.Pain Points:Account Access Barriers: Customers struggle to access their wat...

1. Problem StatementUser Role Identified:Utility Customer/Consumer - Individual or business account holder who receives utility services and needs to manage their billing and paymentsPain Points for Utility Customer:Cannot easily view current and historical ut...

1. Problem StatementUser Role: Residential ConsumerPain Points:Cannot easily view all utility services and their payment status in one placeLacks visibility into service details, completion dates, and technician informationHas no convenient way to pay outstand...

1. Problem StatementUser Role: Water Utility Customer (Consumer)Cannot access detailed information about their payment agreementsUnable to view the terms and conditions of existing payment arrangementsCannot see upcoming installment schedules and due datesUnab...

1. Problem StatementUser Role Identified:Consumer/Customer - Utility service account holder who makes payments through various channels and needs to track their payment historyPain Points:Fragmented Payment Visibility - Cannot see all payments made across diff...

1. Problem StatementCore Problem: Consumers currently lack visibility and management capabilities for credit notes issued by the utility, leading to confusion about account balances, missed opportunities to utilize credits, and increased customer service inqui...

1. Problem StatementCore Problem: Residential utility customers lack visibility into their consumption patterns across multiple utility services (electricity, water, gas), cannot effectively monitor their usage against thresholds, compare historical bills to u...

1. Problem StatementCore Problem: Consumers currently lack a digital self-service option to manage their utility service requests, forcing them to rely on phone calls, in-person visits, or manual processes that create inefficiencies for both customers and util...

1. Problem StatementUser Role: Residential Water CustomerThe primary user facing this problem is the residential water customer who relies on the consumer self-service portal to manage their utility account and stay informed about important account activities....

1. Problem StatementUser Role: Consumer (Utility Customer)Pain Points:Consumers cannot view all their requested services, complaints, disconnection requests, reconnection requests, and transfer requests in one centralized locationCustomers must navigate throug...

1. Problem StatementUser Role IdentifiedPrimary User: Water Utility ConsumerIndividual residential or commercial customers who receive water servicesNeed access to account information, billing details, and service historyExpect self-service capabilities simila...

1. Problem StatementCore Problem: Customers using the consumer self-service portal lack the ability to manage their account preferences, particularly around communication channels and notification settings. This results in customers receiving unwanted communic...

1. Problem StatementUser Role Identified:Consumer/Customer - Individual water utility customers who need information about their service, billing, and account managementPain Points:No centralized information access - Customers cannot easily find answers to com...

1. Problem StatementUser Role: Utility Customer (Consumer)Pain Points:Cannot easily locate the nearest service center for in-person assistanceNo visibility into service center hours, contact information, or available servicesMust call customer service or searc...

1. Problem StatementUser Roles Identified:CSO Manager - Customer Service Operations Manager responsible for managing customer experience and self-service contentUtility Administrator - System administrator who configures and maintains utility system settings ...

Title:Multi-role Assignment & Export Options Across Key ModulesClient Name:SWA (U.S. Water Authority)Date Received:2025-06-18Key Customer Requirements and Odin TicketsThe SWA team has provided the following written requirements to support critical operational ...