Utility Bill Payment

Introduction:

The purpose of this document is to outline the process flow and critical functional requirements
for the business use-case of Utility Bill Payment process. The document will guide the
stakeholders on the step-by-step events in the Utility Bill payment activity thereby helping the
Dev team implement this in our Internet Banking application. And, to help the Internal end
users (Testers) / External End users (Client) to understand how to test/use this feature.

Risk Identification:

1. Regulatory, payment service faults, customer awareness.

2. Data security, money transfer risks, Disputes.

Business Requirements:

Business Objective:

 Customer should be able to make his Utility Bill Payment (Ex: Electricity Bill) using his
Internet Banking account login by following these steps.

Functional Requirements:

The top three most critical functional requirements for the Utility Bill Payment

1. Secure Login:
 The system should check that only valid user should be able to make Secure Login to his
Internet Banking account using his credentials. The system should authenticate login
using login password, tokens or even using multi-factor authentication.
 The system should also check that user is authorized to perform the bill payment and its
related activities from the login session.
 Safety and security of the user online account is most critical to avoid fraudulent
activities and maintain regulatory compliance and user confidentiality and trust.

2. Bill Payment Interface:

 The Bill Payment user Interface should be easily accessible and intuitive. The user
should be able to initiate and complete the payment with ease.
 All utility bills (Ex: Electricity, Broadband, Water, Gas) should be accessible by the user
for payment.
 The system should provide a simple navigation to reach the bill payment tool through
the internet banking application.
 There should be help and instructions for the user for Bill Payment and Biller
registration.
  The registered Billers should be visible too and should have an ability to
Add/Update/Delete a biller.

3. Payment Acknowledgement:
 After the payment user should immediately show a receipt on screen and receive email
and text message notification stating whether the payment was successful or failed.
 The receipt should contain details of the transaction, biller name, payment amount,
transaction ID, and date/time of payment. Same information should be displayed in the
email notification too. However, the text message on mobile devices can just highlight
the payment status, transaction id, amount, and date.
 In case of successful payment there should be an additional message from the biller
confirming the payment being received and to be processed immediately or within some
time frame based on the Biller system.
 The acknowledgement enables user to maintain and follow up in future in case of any
payment discrepancy and gives the user a proof of payment thereby indicating transparency
of the system and customer satisfaction with the application.

Non-Functional Requirements:

 Compliance: System should comply with the NPCI & Reserve Bank policies of safety and
security.
 Scalability and Reliability: System should be able to handle increasing loads or increase in
user base. Ad also able to perform its functions accurately and without failure, even under
stressful conditions or high loads.
 System Availability: The system should be available all the time whole year, so that user can
make the payment whenever he/she wants.

Process Flow Chart:

Here is the process flow diagram for the entire Bill payment (Electricity Bill)