Customer Registration: Allow new customers to register and create accounts, providing necessary details such as name, address, and contact information.
Customer Profiles: Maintain detailed profiles for customers, including service history, payment history, and contact details.
Account Management: Enable customers to view and update their personal information and service details.
Service Management
Service Enrollment: Manage the enrollment of customers for different utility services, including setting up new services and updating existing ones.
Service Tracking: Track the status of utility services provided to each customer, including start and end dates, service type, and consumption.
Meter Management
Meter Registration: Register and manage meters associated with each customer account, including details such as meter type, location, and serial number.
Meter Readings: Record and track meter readings, including manual and automatic readings.
Reading History: Maintain a history of meter readings and any discrepancies.
Billing and Invoicing
Bill Generation: Generate utility bills based on meter readings, service usage, and applicable rates. Support for periodic billing (e.g., monthly, quarterly).
Rate Management: Manage and apply different billing rates based on service type, usage, and customer categories (e.g., residential, commercial).
Invoice Customization: Customize invoice formats and include relevant details such as due dates, payment instructions, and service descriptions.
Payment Processing
Payment Collection: Support multiple payment methods, including credit/debit cards, bank transfers, and online payment gateways.
Payment Recording: Record and track payments, including partial payments and overpayments.
Receipt Generation: Generate and send payment receipts to customers via email or print.
Account Reconciliation
Statement Management: Provide account statements that include a summary of charges, payments, and outstanding balances.
Dispute Resolution: Allow customers to raise disputes or inquiries regarding their bills and manage the resolution process.
Reporting and Analytics
Billing Reports: Generate reports on billing cycles, revenue, and outstanding amounts.
Payment Reports: Provide reports on payment collections, payment methods, and delinquent accounts.
Usage Analytics: Analyze utility consumption patterns and trends for operational and strategic decision-making.
Notifications and Alerts
Bill Notifications: Send notifications to customers when bills are generated, due, or overdue.
Payment Reminders: Send reminders for upcoming payment deadlines or missed payments.
Service Alerts: Notify customers of service interruptions, maintenance schedules, or other important information.
User Management
Role-Based Access: Implement role-based access control to ensure users can only access functionalities relevant to their roles (e.g., customer service representatives, billing clerks, administrators).
User Accounts: Manage user accounts with varying levels of permissions and access to system features.
Integration
Accounting System Integration: Integrate with accounting software to synchronize financial data and streamline accounting processes.
CRM Integration: Integrate with Customer Relationship Management (CRM) systems to manage customer interactions and support.
Utility Management Integration: Integrate with utility management systems for data consistency and operational efficiency.
Non-Functional Requirements
Performance
Response Time: Ensure quick response times for bill generation, payment processing, and data retrieval.
Scalability: Design the system to handle increasing numbers of customers, transactions, and data without performance issues.
Reliability
Uptime: Aim for high system availability with minimal downtime (e.g., 99.9% uptime).
Error Handling: Implement robust error detection and recovery mechanisms to maintain system stability.
Security
Data Encryption: Use encryption to protect sensitive customer and payment data during transmission and storage.
Authentication and Authorization: Implement strong authentication mechanisms and strict authorization controls to prevent unauthorized access.
Compliance: Ensure compliance with relevant regulations and standards, such as PCI DSS for payment processing and GDPR for data protection.
Usability
User Interface: Design an intuitive and user-friendly interface for ease of navigation by customers, billing staff, and administrators.
Accessibility: Ensure the system is accessible to users with disabilities, complying with standards such as WCAG (Web Content Accessibility Guidelines).
Compatibility
Device Compatibility: Ensure the system is accessible across various devices, including desktops, tablets, and smartphones.
Browser Compatibility: Support major web browsers to accommodate different user preferences.
Maintainability
Code Quality: Develop clean, well-documented code to facilitate maintenance and future updates.
Modular Design: Use a modular architecture to allow for easy enhancements and scalability.
Backup and Recovery
Data Backup: Implement regular automated backups to prevent data loss and ensure data integrity.
Disaster Recovery: Develop and test a disaster recovery plan to restore system functionality in case of major failures.
Support and Documentation
Help Desk: Provide support through helpdesk tickets, live chat, or email.
Documentation: Offer comprehensive user guides, system manuals, and troubleshooting documentation.
Scalability
System Growth: Design the system to accommodate future expansion, including additional features, users, and increased transaction volumes.
Load Handling: Ensure the system can manage varying loads and peak usage times effectively.
Data Integrity
Accuracy: Ensure that all data entered and processed by the system is accurate and consistent.
Validation: Implement data validation rules to prevent incorrect or incomplete data entry.
