Bill Error Validation

Error Code Strategy and Feedback

The team discussed significant pushback regarding error code volume, noting that while some customers find detailed codes helpful, others perceive them as problematic. A key concern is the optical effect of too many errors, which may create an impression of system instability. Plans include holding a working session to evaluate which error codes to retain and potentially triaging them based on customer type (e.g., bill-pay vs. non-bill-pay customers).

Backlog Cleanup Priorities

Urgent focus is on resolving ~7,000 pending invoices, with emphasis on:

Data verification errors:

Past-due balances: The dev team is addressing 1,800 invoices by verifying prior payments and auto-resolving matches. Mismatches or complex cases (e.g., late fees) will be escalated.

Duplicates and overlaps: Deduplication efforts target invoices with identical service periods/charges, freeing operators for higher-priority work.

Integrity checks:

Time-sensitive invoices: 232 September-due bills (primarily from Victra and Banyan) are top priority to avoid payment delays.

High-volume accounts: Victra (872 invoices) and Country Meadows (32 invoices) require immediate attention, with Victra’s cleanup linked to mock bill processing.

System Enhancements and Automation

Long-term solutions aim to prevent recurring backlogs:

Scripts to features: Current manual scripts for balance cleanup and duplicate removal will be productized for future scalability.

Fuzzy logic integration: Implementing fuzzy matching for addresses/account numbers in DSS and UVM systems to reduce ingestion errors.

Persona-based error handling: Exploring bifurcated logic for bill-pay customers (prioritizing payment efficiency) versus non-bill-pay customers (retaining detailed error flags).

Visibility tools: Developing dashboards to monitor system health, replacing manual metric pulls.

Operational Adjustments and Resource Allocation

Staffing strategy: A "Ruben-light" onshore role is proposed for rapid issue resolution, supplemented by potential outsourcing (e.g., Arcadia).

Workload triage: Operators focus on non-auto-resolvable errors, while dev teams handle systemic fixes. Weekend support may be needed for September-due invoices.

Sales pipeline impact: New bill-pay customer onboarding will slow temporarily to stabilize operations, though non-bill-pay prospects continue.

Customer-Specific Interventions

Victra: 872 integrity-check invoices require account mapping and prior-balance adjustments, with mock bill data aiding resolution.

Sheets: 46K verification and 97 integrity-check invoices exist, but only 5 have urgent September due dates.

AZD and Country Meadows: Smaller volumes (e.g., 30 invoices) are manageable by operators.

Strategic Reflections and Forward Path

The backlog exposed systemic gaps in end-to-end testing (e.g., DSS-UVM handoffs) and underscored the need for:

Process rigor: Monthly error-code reviews and backlog "fire drills" until automation completes (~6 weeks).

Architecture review: Re-evaluating DSS design to better handle UVM integration edge cases.

Balanced scaling: Combining in-house expertise with outsourced support to manage volume spikes (e.g., 3K+ expected October bills).

Despite challenges, the crisis provided critical insights into system limits, driving commitments to enhanced monitoring and cross-team communication.