Objective

The aim of this project is to design and implement an automated Electricity Bill Generation system using ServiceNow. This system will enable power utility companies to automate the billing process for their customers, streamline data management, and provide real-time visibility into billing, payments, and customer queries.

Scope

• Automating electricity meter reading submissions.
• Calculating electricity usage based on meter readings.
• Automatically generating bills and invoices.
• Payment tracking and reminders.
• Customer profile and billing history management.
• Integration with existing payment gateways.
• Providing a self-service portal for customers to view bills, make payments, and raise queries.
• Creating reports and dashboards for administrative users to monitor billing, payments, and outstanding dues.

Key Features

1. Meter Reading Submission

Customers can submit their monthly electricity meter readings via the self-service portal. This data will be captured in ServiceNow as a custom record for each customer.

2. Automated Usage Calculation

The system calculates the electricity usage by subtracting the previous month’s meter reading from the current month’s submission. Pre-defined tariff rates (based on customer type or slab) are applied to calculate the total bill amount.

3. Bill Generation

Based on the usage, the system automatically generates an electricity bill as a PDF invoice, which is then sent to the customer via email and is available for download on the self-service portal.

4. Payment Tracking

Customers can make payments through integrated payment gateways, and the system automatically updates the payment status. Payment reminders are sent to customers if the due date approaches without payment.

5. Customer Profile & Billing History

Customers can view their previous bills, payments, and consumption history via the self-service portal.

6. Service Requests & Queries

Customers can raise queries or service requests (such as meter issues or billing disputes) through the self-service portal. The system automatically routes these queries to the appropriate department using ServiceNow’s workflow and task management capabilities.

7. Admin Dashboard & Reports

Administrators can view real-time dashboards that provide insights into the total revenue generated, outstanding dues, and other billing KPIs. They can also generate detailed reports for regulatory compliance and internal audits.

8. Notifications & Alerts

   Automated notifications are sent to customers for important events like bill generation, approaching due dates, and payment confirmations.

9. Service Level Agreements (SLAs)

SLAs will be set for different workflows, such as resolving customer queries within a defined timeframe.

Expected Outcomes

• Reduced manual effort in bill generation and payment tracking.
• Improved customer satisfaction with self-service features and transparent billing.
• Faster resolution of customer queries and billing disputes.
• Real-time visibility into billing data for administrators.

Timeline

The project is expected to be completed within 3 months, including development, testing, and deployment.