Municipal service management

BrightBridge

Cities Connected. Communities Empowered.

BrightBridge equips city clerks and municipal staff with a real-time dashboard and mobile portal, streamlining service request management for overwhelmed teams. Instant two-way messaging and live status updates eliminate confusion, enabling faster resolutions and transparent communication that builds trust and doubles resident engagement within the community.

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BrightBridge

Product Details

Explore this AI-generated product idea in detail. Each aspect has been thoughtfully created to inspire your next venture.

Vision & Mission

Vision
To ignite trust and connection by empowering every city to deliver joyful, transparent services for every citizen, everywhere.
Long Term Goal
By 2028, empower 10,000 cities worldwide to resolve 100 million annual service requests 35% faster, doubling digital citizen engagement and trust in municipal services.
Impact
Enables municipalities to resolve service requests 35% faster, reduces citizen complaints by 40%, and doubles resident engagement within digital channels in the first year, directly improving response transparency and trust for overwhelmed city clerks and staff managing community issues.

Problem & Solution

Problem Statement
City clerks and residents face slow, confusing municipal service request processes—emails disappear, updates go missing, and outdated portals delay responses—leaving issues unresolved and eroding trust, because existing systems lack real-time communication and transparent feedback loops.
Solution Overview
BrightBridge replaces slow municipal workflows with a real-time dashboard and mobile portal, enabling instant two-way messaging and live status updates for every service request—so city staff and citizens always know what’s happening, reducing confusion and closing the feedback loop automatically.

Details & Audience

Description
BrightBridge empowers city staff and engaged citizens to manage municipal service requests in real time. Clerks and residents enjoy instant, two-way communication and automatic status updates for every issue. The platform transforms slow, confusing processes into clear, collaborative actions. Unlike outdated portals, BrightBridge closes the feedback loop instantly with live messaging and shareable request updates, building trust and engagement across the community.
Target Audience
City clerks and municipal staff (25-60) overwhelmed by slow service requests, eager for real-time solutions.
Inspiration
On a freezing morning, neighbors huddled by their windows, anxiously refreshing an outdated city map for snow plow updates. City hall’s phones rang endlessly as staff dug through lost requests and buried emails. Seeing confusion and frustration on both sides—the silence, the uncertainty—sparked BrightBridge: a platform that instantly connects staff and citizens, transforming tangled, invisible processes into transparent, real-time collaboration.

User Personas

Detailed profiles of the target users who would benefit most from this product.

D

Data-Driven Dirk

- Age: 35, Master’s in public administration, 7-year municipal analyst - Income: $85k mid-level salary bracket - Location: Mid-sized city government office - Tech Savvy: Expert in BI tools and data visualization

Background

Dirk began his career in a government research unit, where manual reporting slowed policy updates. After a public administration master’s, he championed automated dashboards, fostering data-driven decisions. His history overcoming siloed metrics shapes his demand for real-time insights.

Needs & Pain Points

Needs

1. Access real-time cross-department performance metrics instantly 2. Automate data aggregation from multiple service channels 3. Export customizable reports for stakeholder briefings effortlessly

Pain Points

1. Manual data consolidation delays trend detection and action 2. Inconsistent data formats obscure true performance insights 3. Siloed teams hinder holistic service delivery analysis

Psychographics

- Obsessed with pinpoint accuracy and clear metrics - Driven by uncovering hidden process inefficiencies - Values transparency through quantifiable performance metrics - Motivated by data-backed swift decision-making

Channels

1. BrightBridge portal daily 2. Email reports summarizing 3. Slack alerts instant 4. PowerBI dashboard interactive 5. Internal wiki reference

I

Integration Isabel

- Age: 29, Bachelor’s in information systems - 5-year municipal IT integration experience - Income: $70k tech specialist - On-site at city data center office

Background

Isabel cut her teeth at a county IT department, where fragmented software packages crippled workflows. She led API projects unifying service data across platforms. That journey fuels her drive for seamless, error-free system integrations.

Needs & Pain Points

Needs

1. Reliable API documentation for quick integration troubleshooting 2. Automated alerts for failed data synchronizations 3. Sandbox environment mirroring production for safe testing

Pain Points

1. Unexpected schema changes break workflows overnight 2. Lack of sandbox delays safe integration testing 3. Inconsistent API error messages hinder troubleshooting

Psychographics

- Thrives on solving complex technical puzzles - Demands airtight security in every connection - Values clean, standardized data exchanges - Motivated by zero-downtime integrations

Channels

1. GitHub repos reference 2. API docs portal daily 3. Dev Slack channel instant 4. Email tickets monitoring 5. On-prem terminal sessions frequent

R

Reporter Rachel

- 42-year-old homeowner in suburban neighborhood - Two children aged 8 and 11 - Bachelor’s degree, part-time freelancer - Active on local community Facebook group

Background

Rachel grew up watching curb repairs take months, breeding skepticism. After volunteering on a block association, she learned streamlined reporting sparks faster fixes. That hands-on experience drives her desire for transparent, responsive city communication.

Needs & Pain Points

Needs

1. Instant confirmation of submitted service requests 2. Real-time status updates without logging repeatedly 3. Direct chat access to assigned staff

Pain Points

1. Being left in the dark after filing requests 2. Confusing status codes on legacy portals 3. No clear timeline for service completion

Psychographics

- Expects accountability and transparent communication - Values ease and speed in reporting - Trusts tech that speaks plainly - Motivated by visible community improvements

Channels

1. BrightBridge resident portal daily 2. Community Facebook group updates 3. Email notifications immediate 4. SMS alerts instant 5. City website occasional

C

Compliance Connor

- 38-year-old compliance specialist with law degree - 6-year municipal regulatory experience - Income: $90k - Office-based at city hall regulatory division

Background

Connor spent his early career crafting policy manuals, witnessing repeated SLA violations. He championed digitized tracking to enforce standards rigorously. That advocacy shapes his insistence on precise, timestamped service records.

Needs & Pain Points

Needs

1. Timestamped logs for every service interaction 2. Automated SLA compliance reports sent weekly 3. Immutable audit trail securing data integrity

Pain Points

1. Missing timestamps complicate formal SLA audits 2. Manual compliance checks consume excessive time 3. Data edits obscure original service records

Psychographics

- Demands strict adherence to regulations over flexibility - Trusts documented evidence over verbal assurances - Motivated by protecting public interest faithfully - Values audit-ready, immutable data trails

Channels

1. BrightBridge compliance dashboard daily 2. Automated email reports weekly 3. Shared drive exports monthly 4. Internal audit tool integration occasional 5. Compliance forum updates as needed

T

Transformation Tessa

- 30-year-old organizational development specialist, PMP-certified - 4-year change management experience - Income: $75k - Based in municipal training office

Background

Tessa started as a community outreach coordinator, observing technology resistance firsthand. She then led digital trainings for a county-wide software rollout, sparking her passion for user-centered adoption strategies. That history informs her empathetic, feedback-driven approach.

Needs & Pain Points

Needs

1. Customizable training materials for diverse skill levels 2. Real-time user feedback to refine processes 3. Analytics on adoption metrics organization-wide

Pain Points

1. Teams resist shifting from paper to digital workflows 2. Lack of training customization lowers engagement 3. Delayed feedback hinders timely curriculum updates

Psychographics

- Empathetic coach fostering team buy-in - Believes training simplifies complex tech transitions - Values user feedback for iterative improvements - Driven by measurable adoption success rates

Channels

1. In-person workshops weekly 2. BrightBridge training portal continuous 3. Email surveys post-session 4. Video tutorials on LMS evergreen 5. Internal chat group daily

Product Features

Key capabilities that make this product valuable to its target users.

Smart Thresholds

Enable clerks to define and adjust SLA thresholds dynamically by request type, priority level, or department. Smart Thresholds recalculates in real time and adapts notifications as cases progress, ensuring accurate tracking and reducing manual configuration efforts.

Requirements

Threshold Configuration Interface
"As a city clerk, I want an intuitive interface to define and adjust SLA thresholds by request type, priority, and department so that I can manage service expectations accurately without needing IT support."
Description

The system must provide an intuitive interface within the BrightBridge dashboard where clerks can define SLA thresholds based on request type, priority, and department. Clerks should be able to set time limits, escalation rules, and conditional modifiers. The interface should support adding, editing, or removing threshold rules in real time and preview the impact before saving changes. Integration with user permissions ensures only authorized roles can modify thresholds. The interface seamlessly ties into backend services to store configurations and propagate updates across the platform.

Acceptance Criteria
Define New SLA Threshold Rule
Given a clerk with 'Threshold Manager' role, when they input valid request type, priority, department, time limit, escalation rule, and modifiers and click 'Save', then the system stores the rule and displays it in the active rules list without errors. The new rule persists after page refresh and appears in backend configuration with correct parameters. The system logs the creation event with timestamp and user ID.
Edit and Remove Threshold Rules
Given a clerk selects an existing threshold rule, when they modify parameters and click 'Update', then the changes are saved, reflected in the rule list, and backend stores updated values. Given a clerk selects a threshold rule and clicks 'Delete', then the rule is removed from the list, cannot be applied to new requests, and backend configuration no longer contains the rule.
Preview Threshold Impact
Given a clerk configures or edits a threshold rule, when they click 'Preview Impact', then the system displays a simulation of how existing requests will be affected, showing counts of requests meeting or breaching the threshold under new settings within 5 seconds. The preview matches actual outcomes when the rule is applied.
Enforce Permission-Based Access
Given a user without threshold modification permissions, when they attempt to access the threshold configuration interface, then the system denies access and displays an 'Insufficient Permissions' message. Given a user with appropriate permissions, when they access the interface, they can add, edit, and delete rules without hindrance.
Real-Time Threshold Update Propagation
Given a rule is created or modified, when saved, then the system propagates the change across all active dashboards and mobile portals within 2 seconds. Active requests evaluate SLA status based on the updated thresholds in real time without requiring manual refresh.
Real-time Threshold Adjustment Engine
"As a system administrator, I want the backend to recalculate SLA thresholds in real time when case parameters change so that the platform always reflects accurate deadlines and reduces manual workload."
Description

The system should include a backend engine that dynamically recalculates SLA thresholds as case parameters change. The engine listens to case updates, priority escalations, and department reassignments in real time, adjusts the applicable SLA deadlines, and triggers required notifications. It ensures that threshold modifications propagate immediately, maintaining consistency across the system and eliminating the need for manual recalculations.

Acceptance Criteria
Priority Escalation Triggers SLA Recalculation
Given a service request exists with a normal priority SLA threshold, When the request’s priority is escalated to high, Then the SLA adjustment engine recalculates the deadline within 2 seconds according to the high-priority threshold and updates the dashboard accordingly.
Department Reassignment Updates SLA Deadline
Given a request is assigned to Department A with an existing SLA deadline, When the request is reassigned to Department B, Then the engine recalculates the SLA based on Department B’s threshold within 2 seconds and notifies both departments of the updated deadline.
Request Type Modification Adjusts Threshold
Given a request’s type is changed from standard to expedited, When the request type field is updated, Then the SLA engine recalculates the deadline using the expedited threshold in real time and reflects the new deadline in all user views.
Real-Time Notification on Threshold Change
Given an SLA deadline is recalculated, When the new threshold value differs from the previous deadline by more than 10%, Then the system sends an immediate notification to the assigned clerk via email and mobile portal.
Global Threshold Configuration Impact on Active Cases
Given an administrator updates the global SLA thresholds configuration, When the new settings are saved, Then the engine recalculates deadlines for all active cases within 5 seconds and logs each update for audit purposes.
Notification Workflow Integration
"As a department supervisor, I want to receive automatic alerts when service requests are nearing or exceeding SLA thresholds so that I can intervene promptly to resolve delays."
Description

Integrate the threshold engine with the notification subsystem to automatically send alerts when cases approach or breach defined SLAs. Notifications should be configurable by channel (email, SMS, in-app) and severity. The requirement includes mapping thresholds to notification templates, scheduling reminders at configurable intervals, and providing an interface to modify notification rules. This ensures timely alerts for clerks and supervisors to take corrective actions.

Acceptance Criteria
Configurable Notification Channels
Given a clerk has selected email, SMS, and in-app as channels for a notification rule When a case approaches its SLA threshold Then notifications are sent via email, SMS, and in-app with correct content
SLA Breach High-Severity Alert
Given a case is within the SLA breach threshold (≤0 minutes remaining) When the breach threshold is reached Then a high-severity notification is generated and sent immediately to the assigned clerk and supervisor
Scheduled Reminder Notifications
Given a reminder interval of 24 hours is set for a case type When 24 hours pass without case resolution Then a reminder notification is automatically sent to the assigned clerk
Notification Template Mapping
Given threshold rules mapped to specific notification templates with placeholders When a notification is triggered Then the system uses the mapped template and populates all placeholders with correct case data
Dynamic Notification Rule Modification
Given an admin modifies the notification rule in the interface When the admin saves the changes Then the new rule is applied immediately and subsequent notifications follow the updated configuration
Severity Level Filtering in Notifications
Given severity levels are assigned to notification rules (e.g., info, warning, critical) When a notification is generated for a given severity Then the notification's severity indicator matches the configured level across all channels
SLA Monitoring Dashboard Enhancement
"As a municipal manager, I want to see a real-time view of cases against their SLA thresholds with visual indicators so that I can quickly identify at-risk service requests."
Description

Upgrade the BrightBridge dashboard to visualize dynamic SLA thresholds and current case statuses relative to those thresholds. Include color-coded indicators, countdown timers, and trend graphs that display the proportion of requests meeting or missing SLAs. Allow filtering by department, request type, and priority to focus on critical areas and support data-driven decision-making.

Acceptance Criteria
Threshold Line Display on Dashboard
Given dynamic SLA thresholds are configured for a request type, when the SLA monitoring dashboard is loaded, then a horizontal line representing the current SLA threshold for that request type is rendered on the case status chart.
Color-Coded Status Indicators
Given cases are displayed on the dashboard, when a case’s elapsed time is calculated relative to its SLA threshold, then cases within SLA are colored green, cases within 10% of SLA are colored yellow, and cases that have breached SLA are colored red.
Real-Time Countdown Timer
Given an active case is selected on the dashboard, when its status card is displayed, then a countdown timer shows the remaining time until SLA deadline and updates automatically every minute.
Trend Graph Filtering
Given the trend graph is visible, when a user applies a filter by department, request type, or priority, then the graph updates within 2 seconds to display only trend data matching the selected criteria.
Department and Priority Filter Accuracy
Given multiple filters are applied (department and priority), when the dashboard refreshes, then all displayed case counts, charts, and timers reflect only cases that match both selected filters and the counts are validated against the data source.
Historical Threshold Analytics
"As a data analyst, I want to analyze historical SLA threshold performance and compliance rates so that I can recommend process improvements and justify threshold adjustments."
Description

Provide analytics capabilities to track threshold performance over time. The requirement covers storing historical threshold configurations and case SLA metrics, generating reports on compliance rates, average resolution times, and the impact of threshold adjustments. Users should be able to compare historical vs current thresholds and export data for further analysis.

Acceptance Criteria
Threshold Configuration Change Tracking
Given an administrator has modified an SLA threshold configuration, when the change is saved, then the system stores a historical record including timestamp, user ID, previous values, and new values.
Compliance Rate Report Generation
Given a selected date range and threshold type, when the user requests a compliance report, then the system generates a report showing the percentage of cases meeting SLA with accuracy within ±0.5% and displays it on the dashboard.
Average Resolution Time Analysis
Given a specified time period, when the user runs the average resolution time analysis, then the system calculates and displays the average resolution time per threshold level with results matching the predefined calculation formula within a 1-minute tolerance.
Threshold Comparison Report Export
Given two distinct historical threshold configurations selected by date, when the user initiates a comparison export, then the system produces a side-by-side report in CSV or Excel format listing all configuration differences including metadata.
Historical Data Retrieval Performance
Given a request for historical analytics covering up to one year of data, when the user submits the request, then the system returns the results within 5 seconds.

Escalation Hub

Provides a centralized interface for designing multi-level escalation paths with assigned stakeholders, channels, and timing rules. Escalation Hub automatically triggers reminders and escalations when SLAs approach breach, streamlining communications and accountability.

Requirements

Escalation Path Builder
"As a municipal administrator, I want to visually build and configure escalation paths so that I can ensure service requests are routed to the right stakeholders at the right time."
Description

A drag-and-drop interface that enables administrators to define multi-level escalation sequences by selecting stakeholders, notification channels, and timing rules. This requirement ensures that escalation workflows can be visually configured, saved, and modified within the BrightBridge dashboard, providing clarity, flexibility, and repeatability in escalation path setup.

Acceptance Criteria
Creating a New Escalation Path
Given an administrator navigates to the Escalation Path Builder and clicks 'New Path', when they drag and drop a stakeholder and notification channel onto the canvas, then the step appears in the correct sequence; Given they set a timing rule for each step, when they click 'Save', then the path is persisted in the database and listed in the Escalation Hub with 'Active' status.
Reordering Escalation Steps
Given an administrator has an existing escalation path with multiple steps, when they drag a step to a new position in the sequence, then the order updates visually and on clicking 'Save', the updated sequence is persisted and reflected in the path details view.
Editing an Existing Escalation Path
Given an administrator selects an existing escalation path and clicks 'Edit', when they modify a stakeholder, change a notification channel, or adjust a timing rule, then upon clicking 'Save', the changes are validated, persisted, and the updated details are visible in the Escalation Hub.
Validating Mandatory Fields Before Saving
Given an administrator is configuring a new or existing escalation path, when they attempt to save without assigning at least one stakeholder or defining a timing rule for any step, then the system prevents saving and displays inline validation errors indicating the missing information.
Previewing the Escalation Path Flow
Given an administrator completes building or editing an escalation path, when they click 'Preview', then the system displays a step-by-step simulation with stakeholder names, notification channels, and timing intervals, and any potential SLA breaches are highlighted in red.
SLA Threshold Monitor
"As a service manager, I want the system to monitor SLA timers and automatically escalate requests as deadlines approach so that I can maintain compliance and avoid breaches."
Description

A real-time monitoring engine that tracks SLA countdowns for each service request, automatically triggers escalation events when predefined thresholds are reached, and updates the dashboard with live status indicators. This component integrates deeply with BrightBridge’s data layer to ensure accurate, timely escalations and prevent SLA breaches.

Acceptance Criteria
One-Hour SLA Warning
Given a service request with a 4-hour SLA countdown at T minus 1 hour, when the countdown reaches 1 hour remaining, then the system shall trigger the first-level escalation reminder to the assigned stakeholder and log the event in the escalation history.
High-Priority Threshold Midpoint Alert
Given a high-priority request with a 2-hour SLA, when the countdown reaches 1 hour (50% elapsed), then the system shall automatically send an urgent notification to the priority escalation channel within 30 seconds.
SLA Breach Notification Trigger
Given a service request SLA countdown reaches zero, when the breach threshold is met, then the system shall mark the request as 'Breached', update the dashboard with a red indicator, and send an immediate alert to the escalation hub.
Multi-Level Escalation Workflow
Given a request approaching SLA breach without resolution after first-level escalation, when the next escalation timer elapses, then the system shall escalate to the second-level stakeholder, notify via the predefined channel, and update the escalation log accordingly.
Live Dashboard Indicator Update
Given any SLA threshold event (warning or breach), when the event is triggered, then the dashboard shall reflect the new status indicator (yellow for warning, red for breach) within 5 seconds across all user sessions.
Multi-channel Notification Dispatcher
"As a city clerk, I want escalation notifications sent via email, SMS, and push notifications so that stakeholders are always informed in their preferred channel."
Description

A notification module that delivers escalation alerts and reminders through multiple channels—such as email, SMS, in-app push notifications, and webhooks—based on the escalation path configuration. This requirement guarantees reliable, redundant communication, increasing the chance that stakeholders receive critical alerts promptly.

Acceptance Criteria
Email Notification Dispatch
Given an escalation alert is triggered and the stakeholder has a valid email address configured, When the Multi-channel Notification Dispatcher processes the alert, Then an email containing the escalation details and a link to the dashboard is sent within 30 seconds and recorded in the notification log.
SMS Notification Dispatch
Given an escalation alert is triggered and the stakeholder’s mobile number is configured for SMS, When the dispatcher sends the SMS, Then the message is delivered within 30 seconds and the system logs a delivery status of “sent” or “failed” with a timestamp.
In-App Push Notification Delivery
Given an escalation alert is triggered for a stakeholder who is logged into the mobile portal, When the dispatcher sends the in-app push, Then the notification appears in the user’s notification center within 10 seconds and displays the correct escalation level and required action.
Webhook Callback Execution
Given an escalation alert is configured to trigger a webhook, When the dispatcher invokes the webhook endpoint, Then it sends an HTTP POST with the correct JSON payload and headers, receives a 200 OK response, and retries up to 3 times on non-2xx responses before logging a failure.
Fallback Channel Activation
Given the primary notification channel fails or no acknowledgment is received within 5 minutes, When the dispatcher attempts a fallback, Then it sends the alert via the next configured channel within 30 seconds and logs both attempts with statuses.
Stakeholder Assignment Manager
"As a system administrator, I want to assign and manage primary and secondary stakeholders for escalations so that accountability is clearly defined and backup responders are in place."
Description

A management interface allowing administrators to assign primary and backup stakeholders to each level of an escalation path, define response roles, and set capacity limits. This feature supports dynamic reassignment and ensures accountability by designating responsible parties at every escalation stage.

Acceptance Criteria
Primary Stakeholder Assignment
Given the administrator is on the Stakeholder Assignment Manager interface and selects an escalation level, When the administrator chooses a stakeholder from the primary stakeholder dropdown and clicks Save, Then the selected stakeholder is displayed as the primary contact for that level and persists after page reload.
Backup Stakeholder Configuration
Given the administrator has defined a primary stakeholder, When the administrator assigns a backup stakeholder and clicks Save, Then the backup contact appears in the backup stakeholder field, is stored in the system, and becomes active if the primary stakeholder is unavailable.
Capacity Limit Enforcement
Given the administrator sets a capacity limit for a stakeholder, When assigning stakeholders to escalation levels, Then the system prevents assignments that exceed the capacity limit, displays an appropriate validation message, and does not save the over-limit assignment.
Dynamic Reassignment Workflow
Given an escalation level has an assigned primary stakeholder, When the administrator triggers a dynamic reassignment manually or through the automatic rule, Then the system updates the stakeholder in real time, sends notification to both old and new assignees, and reflects the change across the dashboard and mobile portal.
Data Persistence and Reporting
Given stakeholder assignments have been configured, When generating the escalation path report or exporting data, Then all primary and backup assignments, including capacity limits and response roles, are accurately reflected in the report and match the stored configuration in the database.
Escalation Audit Trail
"As an auditor, I want a complete record of all escalation events so that I can verify compliance and understand the sequence of actions taken."
Description

A comprehensive logging system that records every escalation event, including timestamps, actions taken, notifications sent, and stakeholder responses. It provides a searchable history within the dashboard to support audits, compliance reporting, and post-mortem analyses.

Acceptance Criteria
Recording of Escalation Event
Given an escalation triggers in the system, when the escalation event occurs, then the system shall record an audit log entry with a unique event ID, timestamp, user ID of originator, escalation path details, and list of notified stakeholders.
Searchable Audit Trail Interface
Given the user accesses the audit trail dashboard with search filters, when the user enters criteria (date range, stakeholder, event type), then the system shall return all matching escalation log entries sorted by timestamp.
Export of Audit Trail Data
Given the user selects 'Export Audit Trail' in the dashboard, when the user specifies the format (CSV/JSON) and date range, then the system shall generate and download a file containing all relevant log entries within 5 seconds, matching the selected criteria.
Compliance Reporting Generation
Given the user navigates to the compliance reports section, when the user selects a specific time period, then the system generates a compliance report summarizing escalation SLA adherence rates, breaches, and top escalations, with a downloadable PDF export.
Stakeholder Response Logging
Given a stakeholder responds to an escalation notification, when the response is captured in the system, then the audit trail adds the stakeholder's response with timestamp, response content, and link to the related escalation event.

Breach Predictor

Leverages machine learning to forecast potential SLA breaches hours or days in advance, based on historical performance, current workload, and external factors. Breach Predictor empowers teams to act proactively, reallocating resources and preventing missed deadlines.

Requirements

SLA Breach Forecast Model
"As a city clerk, I want to see predicted SLA breach risks for incoming and in-progress requests so that I can proactively reassign resources and prevent missed deadlines."
Description

Develop a machine learning model that analyzes historical service request data, current workloads, and external factors (e.g., weather, holidays) to predict potential SLA breaches up to 72 hours in advance. The model should integrate with BrightBridge’s existing data pipeline, continuously retraining on new data to improve accuracy and reduce false positives over time. Forecasts must be presented in real time on the dashboard and mobile portal, enabling staff to identify at-risk requests before they breach SLAs.

Acceptance Criteria
Real-time Breach Risk Visualization on Dashboard
Given updated breach forecasts are generated hourly, When a user views the BrightBridge dashboard, Then each active service request displays a risk indicator (green/yellow/red) with the forecast timestamp within the last hour and dashboard load time remains under 5 seconds.
Mobile Portal Notification for At-Risk Requests
Given a service request’s breach risk score exceeds the configurable threshold, When the risk is detected, Then the mobile portal sends a push notification to assigned staff within 1 minute and includes request ID, risk level, and recommended action.
Continuous Model Retraining Process
Given new data is available in the data pipeline daily, When the retraining process runs, Then the model retrains automatically without manual intervention, completes within 2 hours, and updates the production model with zero downtime.
Integration with Data Pipeline
Given historical and real-time data sources are connected, When data ingestion runs, Then the model receives standardized inputs (validated schema) and logs ingestion errors below 0.5% per 24-hour period.
Accuracy Threshold Validation
Given a defined validation dataset, When model forecasts are evaluated, Then precision must be ≥85%, recall ≥90% for SLA breach predictions up to 72 hours ahead, and false positives rate ≤10%.
Breach Alert Notification System
"As a municipal staff member, I want to receive timely breach risk alerts with actionable details so that I can address high-risk requests before they violate SLAs."
Description

Implement an alerting mechanism that sends real-time notifications via the BrightBridge dashboard, mobile app push notifications, and email when the Breach Predictor model identifies a high risk of SLA breach. Alerts should include request ID, predicted breach time window, risk score, and recommended actions. Notification preferences must be configurable per user role, ensuring that relevant team members receive timely, actionable alerts without overwhelming them with data.

Acceptance Criteria
Notification Configuration by User Role
Given an administrator configures notification preferences for the "Supervisor" role to receive email and push notifications, when the Breach Predictor flags a high breach risk, then all users with the Supervisor role receive an email and push notification within 1 minute containing request ID, predicted breach time window, risk score, and recommended actions.
Dashboard Real-Time Alert Display
Given a service request enters a high-risk breach state, when the Breach Predictor triggers the alert, then the BrightBridge dashboard Alerts panel displays the alert within 30 seconds, showing request ID, predicted breach time window, risk score, and recommended actions.
Mobile Push Notification Delivery
Given a mobile user has enabled push notifications, when an SLA breach risk is detected at high level, then the mobile app sends a push notification within 30 seconds that includes the request ID, predicted breach time window, risk score, and a link to recommended actions.
Email Alert Formatting and Delivery
Given a high-risk SLA breach detection, when an email notification is sent, then the email subject includes "SLA Breach Alert", and the body contains request ID, predicted breach time window, risk score, recommended actions, and a link to the dashboard, and is delivered within 2 minutes of detection.
Alert Throttling for Repeated Warnings
Given multiple high-risk predictions occur for the same request within a 15-minute window, when subsequent alerts would be triggered, then only the first alert is sent and additional alerts for that request are suppressed for 15 minutes.
Risk Score Visualization
"As a supervisor, I want to quickly view and filter service requests by their breach risk levels so that I can prioritize interventions for the most critical cases."
Description

Design and integrate a visual representation of SLA breach risk scores into the BrightBridge dashboard and mobile portal. Use color-coded indicators (e.g., green for low risk, yellow for medium, red for high) alongside numerical risk percentages and risk trend graphs over time. The visualization should allow users to filter and sort requests by risk level, enabling quick identification of critical items requiring attention.

Acceptance Criteria
Color-Coded Risk Indicator Display on Dashboard
Given a service request with a risk score classified as low (<30%), medium (30-70%), or high (>70%) When the dashboard is loaded Then the risk indicator icon next to each request displays green for low, yellow for medium, and red for high risk respectively.
Numerical Risk Percentage Visibility on Mobile Portal
Given any service request listed in the mobile portal When the request details are viewed Then the exact numerical risk percentage is displayed adjacent to its color-coded indicator.
Risk Trend Graph Interaction Over Time
Given a user selects the trend graph for a specific request When the graph renders Then it displays the risk score history over the past 30 days with interactive data points showing date and percentage values.
Filtering Requests by Risk Level
Given multiple service requests displayed in the dashboard When the user applies a filter for low, medium, or high risk Then only the requests matching the selected risk level are shown in the list.
Sorting Requests by Numerical Risk Score
Given multiple service requests and sort controls available When the user sorts by risk score ascending or descending Then the requests are reordered correctly based on their numerical risk percentages.
Resource Reallocation Recommendations
"As a team lead, I want actionable recommendations for reallocating staff to high-risk requests so that I can effectively reduce the probability of SLA violations."
Description

Develop a recommendation engine that suggests optimal resource reassignments or workload redistributions based on predicted SLA breaches. Recommendations should consider staff availability, skill sets, and current assignments, presenting a ranked list of actions to mitigate risk. Integrate these suggestions seamlessly into the dashboard’s task management interface, allowing one-click reassignment or escalation workflows.

Acceptance Criteria
Proactive Breach Recommendation Display
Given the system predicts an SLA breach within the next 24 hours, when the user views the dashboard then the top three recommended resource reassignments are displayed with staff availability, skill match score, and predicted risk reduction.
Required Skill Matching in Recommendations
Given a high-priority task is at risk of breaching its SLA, when recommendations are generated then only staff members with the required skill sets and sufficient availability are included in the ranked list.
One-Click Reassignment Functionality
Given a recommendation is selected, when the user clicks the 'Reassign' button then the task is transferred to the new resource, the dashboard updates immediately, and a confirmation notification is sent.
Escalation Option When Resources Unavailable
Given no suitable resource is available to meet the SLA, when recommendations are generated then an escalation option appears, and selecting it notifies the manager via the chosen communication channel.
Accuracy of Recommendation Ranking
Given historical data is used to rank recommendations, when comparing predicted risk reductions to actual outcomes over a sample period then the ranking accuracy must be at least 90%.
Prediction Model Performance Metrics
"As a data engineer, I want to monitor the predictive model’s performance metrics so that I can ensure its accuracy and trigger retraining when necessary."
Description

Implement a monitoring dashboard for the Breach Predictor model’s performance metrics, including accuracy, precision, recall, and false positive/negative rates. Metrics should be updated daily and accessible to system administrators and data engineers. Set thresholds for acceptable performance levels and configure automatic retraining triggers or alerts if the model degrades beyond those thresholds, ensuring sustained reliability.

Acceptance Criteria
Dashboard Display of Key Performance Metrics
Given a system administrator accesses the Breach Predictor dashboard, When the dashboard loads, Then accuracy, precision, recall, false positive rate, and false negative rate are displayed with their latest values and timestamp of last update.
Daily Update of Model Performance Metrics
Given the system clock reaches 00:00 daily, When the scheduled update job runs, Then the performance metrics are refreshed using the previous day's data and results are available on the dashboard by 01:00.
Alert on Performance Degradation Beyond Thresholds
Given any performance metric falls below its configured threshold, When the drop is detected, Then an alert containing metric details is sent to data engineers via email and logged in the alert history within 10 minutes.
Automatic Retraining Trigger on Degraded Performance
Given the model’s performance remains below threshold for three consecutive days, When the third day completes, Then the system automatically initiates the retraining pipeline and records the trigger event in the audit log.
Access to Performance Dashboard for Authorized Users
Given a user attempts to access the performance dashboard, When the user is authenticated and has the ‘admin’ or ‘data_engineer’ role, Then dashboard data is displayed; Otherwise, access is denied and an unauthorized message is shown.

Compliance Insights

Delivers an interactive analytics dashboard showcasing SLA compliance rates, trends, and team performance over customizable timeframes. Compliance Insights highlights hotspots and improvement areas, enabling data-driven decisions to boost service efficiency.

Requirements

Real-time SLA Compliance Metrics
"As a city clerk, I want to see up-to-the-minute SLA compliance rates so that I can immediately identify service requests at risk of breach."
Description

The system shall collect and display real-time SLA compliance rates across all service request categories, updating every minute to provide up-to-date insights on performance and enabling immediate identification of at-risk requests.

Acceptance Criteria
Real-Time SLA Dashboard Refresh
Given the dashboard is open and connected, When one minute has elapsed since the last update, Then all SLA compliance rates across service categories must refresh automatically within 10 seconds of the interval ending.
At-Risk Request Identification
Given incoming service requests, When any request is within 10% of its SLA threshold, Then the system highlights and flags that request in red on the dashboard in real time.
Custom Timeframe Filtering
Given a user selects a custom timeframe filter, When the filter is applied, Then the dashboard displays SLA compliance rates updated every minute for the specified timeframe without delay.
Mobile Portal Status Sync
Given a clerk accesses the mobile portal, When the portal is opened or refreshed, Then it displays the latest SLA compliance metrics identical to the dashboard within one minute of data generation.
High Volume Data Performance
Given there are over 10,000 service request records, When the system aggregates SLA compliance metrics, Then the update completes within 30 seconds and maintains data accuracy at 100%.
Trend Visualization Module
"As a municipal manager, I want to visualize SLA compliance trends over time so that I can assess whether performance is improving or deteriorating."
Description

Provide interactive line and bar charts displaying SLA compliance trends over customizable timeframes, allowing users to explore patterns, apply zoom and tooltip interactions, and gain insights into performance improvements or degradations.

Acceptance Criteria
Custom Timeframe Trend Analysis
Given a user selects a valid start and end date for SLA compliance trends When the timeframe is confirmed Then the line and bar charts update to display data points within the selected range with correct values and time intervals
Interactive Zoom and Pan Functionality
Given the trend chart is displayed When the user applies zoom or pan controls Then the chart scales or shifts to reflect the selected data window and maintains accurate axis labeling
Data Point Tooltip Display
Given the user hovers over a data point on the chart When the tooltip appears Then it shows the exact date, compliance percentage, and total requests for that point
Chart Type Toggle
Given the default trend chart is displayed as a line chart When the user switches to bar chart Then the display updates to a bar representation preserving the same data and tooltips
Trend Hotspot Highlighting
Given the user enables hotspot highlighting When compliance rates exceed or fall below predefined thresholds Then the chart visually emphasizes these segments with distinct colors and annotations
Customizable Timeframe Filters
"As a department head, I want to filter dashboard data by custom timeframes so that I can focus on periods relevant to my reporting needs."
Description

Implement filter controls enabling users to select predefined (last week, month, quarter) and custom date ranges, automatically adjusting all dashboard metrics, charts, and tables to reflect the chosen period.

Acceptance Criteria
Selecting Predefined Timeframe Updates Metrics
Given the user selects 'Last Month' from the timeframe dropdown When the user applies the filter Then all dashboard metrics, charts, and tables display data for the previous calendar month
Applying Custom Date Range Filter
Given the user enters a valid start date and end date in the custom date picker When the user applies the filter Then all dashboard metrics, charts, and tables display data for the selected date range
Persisting Timeframe Selection on Page Refresh
Given the user selects a predefined or custom timeframe When the user refreshes or revisits the dashboard Then the previously selected timeframe remains applied and metrics reflect that timeframe
Handling Invalid Custom Date Range Input
Given the user enters a start date that is after the end date When the user attempts to apply the filter Then the Apply button is disabled and an inline error message indicates the invalid date range
Resetting Timeframe Filters to Default
Given the user clicks the 'Reset to Default' button When the default timeframe is reapplied Then the dashboard resets to the system default timeframe and updates all metrics accordingly
Team Performance Comparison
"As an operations director, I want to compare team performance in meeting SLAs so that I can allocate resources effectively."
Description

Enable side-by-side comparison of SLA compliance across different teams or departments through comparative charts or tables, clearly displaying relative performance metrics to support resource allocation decisions.

Acceptance Criteria
Monthly Compliance Comparison Between Teams
Given a user selects two teams and a monthly date range, when viewing the compliance comparison chart, then the system displays both teams' SLA compliance percentages side-by-side, calculates and displays the percentage point variance, and highlights any team falling below the defined SLA threshold.
Ad-hoc Department Performance Snapshot
Given a user selects any two departments and a custom date range, when generating the comparative table view, then the system lists each department’s total requests, SLA breach count, and compliance rate, and sorts the results from highest to lowest compliance.
Filter and Drill-Down Team Comparison
Given a user applies filters for high-priority service requests and selects two teams, when viewing the comparison panel, then the system displays only compliance data for high-priority requests and provides clickable links to drill down into individual request details for each team.
Export Comparative Performance Data
Given a user is viewing a team performance comparison, when the user clicks the export button, then the system generates and downloads a CSV file containing the selected teams’ compliance metrics, the date range, and any applied filters, with column headers properly labeled.
Highlight Top and Bottom Performers
Given a user compares three or more teams, when viewing the comparative visualization, then the system automatically highlights the top-performing team in green, the bottom-performing team in red, and displays a summary panel listing the teams with the highest and lowest compliance rates.
Compliance Hotspot Identification
"As a policy analyst, I want to see SLA compliance hotspots in the city so that I can prioritize interventions in the most problematic areas."
Description

Highlight service types or geographic areas with consistently low SLA compliance using color-coded heatmaps and automated alerts, drawing attention to hotspots and guiding data-driven interventions.

Acceptance Criteria
Daily Neighborhood Compliance Review
Given the municipal clerk selects the daily view on the dashboard, when the dashboard loads, then all neighborhoods with SLA compliance below 90% are highlighted in red on the heatmap within 2 seconds.
Automated Service Type Alert Trigger
Given a service type’s 7-day rolling SLA compliance falls below 80%, when the threshold is breached, then an email and push notification are sent to the team leader within 10 minutes.
Heatmap Data Export for Reporting
When the data analyst requests an export of the heatmap for a selected date range, then the system generates and downloads a PDF and CSV file within 1 minute containing correct hotspot color coding and metadata.
Real-Time Mobile Hotspot Notification
Given a new hotspot is detected in real-time, when the mobile portal is active, then the user receives a push notification with the area name and compliance rate within 1 minute.
Custom Timeframe Heatmap Update
When the compliance manager selects a custom 30-day timeframe, then the heatmap updates to reflect correct hotspots and completes rendering within 3 seconds.
Data Export and Reporting
"As a city clerk, I want to export SLA compliance data and visualizations for reporting to the city council so that I can provide documented evidence of performance."
Description

Allow users to export compliance metrics, charts, and reports in PDF, CSV, and Excel formats for offline analysis and stakeholder sharing, ensuring all data visualizations retain clarity and context.

Acceptance Criteria
CSV Export of SLA Compliance Data
Given the user is on the Compliance Insights dashboard with a selected date range, when the user clicks the “Export CSV” button, then the system downloads a CSV file containing all compliance metrics and raw data matching the dashboard values, with correct headers and data formatting.
PDF Report Generation with Embedded Charts
Given the user selects PDF format for a report, when the user clicks “Download Report,” then the system generates a PDF including the report title, selected date range, compliance metrics table, and embedded high-resolution charts that match the dashboard visuals.
Excel Export with Structured Worksheets
Given the user chooses Excel export, when the user initiates the export, then the system produces an XLSX file with separate sheets for summary metrics, trend analysis, and team performance, preserving formulas and cell formatting.
Retention of Chart Labels and Legends
Given the user exports data in any supported format, when the exported file is opened, then all charts include the same legends, axis labels, data annotations, and titles as displayed in the dashboard.
High-Volume Data Export Performance
Given the dataset contains over 100,000 records, when the user requests an export, then the export process completes within 60 seconds without errors and the resulting file size does not exceed 50 MB.

Workflow Builder

Offers a visual drag-and-drop editor to automate SLA-driven processes, from pre-breach reminders to post-resolution follow-ups. Workflow Builder reduces manual tasks, enforces consistent protocols, and accelerates resolution times.

Requirements

SLA Reminder Trigger
"As a municipal staff member, I want to receive automated pre-breach SLA reminders so that I can take proactive actions and avoid missing deadlines."
Description

Enables automatic scheduling and dispatch of reminder notifications to stakeholders based on configurable SLA thresholds, ensuring timely actions to prevent breaches. Integrates with existing notification channels (email, SMS, in-app) and allows customization of reminder intervals and recipient roles.

Acceptance Criteria
Default SLA Reminder Setup
Given a new service request with a 48-hour SLA threshold when the request is created then the system schedules a reminder notification at 36 hours after creation
Customized Reminder Intervals
Given an administrator configures reminder intervals at 24 hours and 4 hours before SLA breach when the configuration is saved then the system sends reminders at those exact intervals
Multi-channel Notification Dispatch
Given a stakeholder has email, SMS, and in-app notifications enabled when a reminder is triggered then the system dispatches notifications via all enabled channels within 1 minute
Role-based Recipient Selection
Given a service request has an Assignee and a Supervisor assigned and the reminder is set for the Assignee role when the reminder triggers then only the Assignee receives the notification
Pre-breach Escalation Trigger
Given the SLA threshold breach is 1 hour away and primary reminders have been sent with no action when escalation is enabled then the system sends an escalation notification to the designated escalation group
Conditional Branching
"As a city clerk, I want the workflow to automatically route requests based on their priority so that high-priority issues are handled immediately."
Description

Provides a visual interface to create decision points within workflows, allowing different execution paths based on dynamic conditions such as request type, priority, or user roles. Ensures that each case follows the appropriate protocol, reducing manual oversight and errors.

Acceptance Criteria
High Priority Service Request Branching
Given a service request with priority 'High', When the workflow reaches the decision point, Then the request is routed to the 'Escalation Team' path; And an immediate notification is sent to the escalation manager; And an SLA timer is set to 4 hours.
Service Request Type Branching
Given a service request of type 'Plumbing', When the workflow reaches the decision node, Then the workflow should follow the 'Plumbing Process' path; And assign relevant plumbing-specific tasks to the maintenance team.
Role-Based Workflow Branching
Given the current user role is 'Supervisor', When approving a request at the supervisor decision point, Then the workflow should follow the 'Supervisor Approval' path; Else if the role is 'Clerk', Then follow the 'Clerk Review' path.
Default Workflow Path Handling
Given a service request that does not match any defined branch conditions, When the workflow evaluates decision points, Then the workflow follows the default path; And logs the fallback routing event for audit.
Conditional SLA Reminder Notifications
Given a high priority request pending SLA breach, When 2 hours remain before the SLA threshold, Then the system sends reminder notifications to assigned agents; And updates the SLA dashboard with the reminder timestamp.
Approval Gates Integration
"As a department head, I want to approve service requests before they escalate so that I can ensure compliance with municipal policies."
Description

Implements approval steps within workflows where specific stakeholders must review and sign off before proceeding to the next stage. Supports multi-level approvals, customizable approver roles, and automated notifications for pending tasks.

Acceptance Criteria
Single-Level Approval Workflow
Given a workflow with one approval gate When a stakeholder receives a pending approval task Then the stakeholder can approve or reject the request and the workflow advances or stops accordingly
Multi-Level Approval Notification
Given a workflow configured with multiple approval levels When an approver completes their step Then the next approver is automatically notified via email and in-app notification within 2 minutes
Custom Approver Role Assignment
Given a workflow requiring role-based approvals When an administrator assigns a custom approver role Then users with that role receive the approval task and no other roles do
Automated Escalation on Approval Delay
Given an approval task pending past its SLA threshold When the SLA timer expires Then the system escalates the task to the designated backup approver and sends an escalation alert
Dashboard Display of Approval Status
Given a workflow instance with active approval gates When a user views the workflow on the dashboard Then each approval gate shows the current status (Pending, Approved, Rejected) and timestamp of last action
Escalation Rules Automation
"As a municipal supervisor, I want overdue tasks to automatically escalate to me so that nothing falls through the cracks."
Description

Allows configuration of escalation policies to automatically escalate overdue tasks or stalled workflows to higher-level staff or managers. Includes adjustable time thresholds, escalation recipients, and notification templates to maintain SLA compliance.

Acceptance Criteria
Automatic Escalation After Breach of Time Threshold
Given a task exceeds its configured escalation threshold, when the system runs its escalation check, then the task must be escalated to the designated recipient group and an escalation notification must be sent immediately.
Custom Notification Templates Are Applied on Escalation
Given an escalation rule with a custom notification template, when an escalation is triggered, then the notification must use the template, populate all placeholders (task ID, deadline, assignee), and deliver correctly to all listed recipients.
Escalated Task Notifies Manager
Given a stalled workflow reaches its second-level escalation threshold, when the escalation rule is executed, then the assigned manager must receive the escalation notification and the task must appear in their dashboard under 'Escalations' within one minute.
Sequential Multi-Level Escalation
Given an escalation policy defines multiple levels with increasing time thresholds, when the first threshold passes without resolution, then the task must escalate to level one; and if the second threshold passes thereafter, then it must escalate to level two automatically.
Real-Time Escalation Rule Updates
Given an existing escalation rule is modified in the Workflow Builder, when the changes are saved, then any tasks that exceed thresholds afterward must follow the updated rule configuration with no delay.
Audit Trail Logging
"As a compliance officer, I want to review a complete audit trail of workflow actions so that I can verify adherence to regulatory requirements."
Description

Captures and stores a detailed, immutable log of all workflow actions and decisions, including timestamps, user interactions, and status changes. Provides a searchable audit trail for compliance reporting and post-resolution analysis.

Acceptance Criteria
Workflow Action Recording
Given a user performs any action within a workflow (e.g., task assignment, task completion, comment added), Then the system logs the action with user ID, action type, timestamp, workflow ID, and task ID.
User Interaction Logging
Given a user views or modifies a workflow configuration, Then the system records the user’s identity, the specific change or view action, timestamp, and the before-and-after state (if modified).
Status Change Timestamping
Given a workflow task transitions between statuses (e.g., Open to In Progress, In Progress to Closed), Then the system captures and stores the exact timestamp of each transition, along with the user who initiated the change.
Audit Trail Searchability
Given an administrator searches the audit trail for entries based on filters (date range, user ID, action type, workflow ID), Then the system returns all matching log entries in under three seconds with accurate and complete details.
Immutable Log Integrity
Given the audit trail logs exist, Then any attempt to modify, delete, or overwrite log entries is rejected by the system, and an alert is generated to notify the compliance officer.

Geo Heatmap

Visualizes SLA compliance geographically by overlaying performance data on an interactive city map. Geo Heatmap helps identify service gaps in specific neighborhoods, guiding resource allocation and strategic planning for maximum impact.

Requirements

Real-time Data Ingestion
"As a city clerk, I want real-time service and SLA data ingestion so that the Geo Heatmap reflects the latest performance metrics and I can make timely resource allocation decisions."
Description

The system must continuously ingest service request and SLA performance data in real time to ensure that the Geo Heatmap displays the most current information. Data should be pulled from existing service management databases and messaging APIs, normalized, and stored in a geospatial database for rapid access. This capability is critical for enabling accurate, up-to-the-minute visualizations that reflect live SLA compliance across the city.

Acceptance Criteria
Continuous Service Request Data Streaming
Given the ingestion service is connected to the source database When a new service request is created Then the request appears in the geospatial database within 5 seconds of creation
SLA Performance Data Update
Given the SLA messaging API is reachable When an SLA performance update is received Then the ingestion service normalizes and stores the update without duplication in the geospatial database within 60 seconds
Data Normalization Validation
Given raw service request and SLA data are ingested When normalization rules are applied Then all records conform to the city’s boundary coordinates and map to predefined service type categories
Geospatial Database Storage
Given data is stored in the geospatial database When querying the latest 1-minute of data Then the query returns results in under 200 ms and all records include valid latitude and longitude
Dashboard Refresh Trigger
Given new data is stored in the geospatial database When ingestion completes Then the Geo Heatmap refreshes automatically within 10 seconds showing updated SLA compliance
Interactive Map Overlay
"As a municipal staff member, I want an interactive map overlay that visualizes SLA compliance geographically so that I can quickly identify areas of poor performance."
Description

Implement an interactive map overlay using an appropriate mapping library (e.g., Mapbox or Google Maps) to render color-coded heatmap layers. Users should be able to zoom, pan, and hover over neighborhoods to view SLA compliance percentages. The overlay must seamlessly integrate with the dashboard UI and support dynamic updates based on filter changes.

Acceptance Criteria
Zoom and Pan Functionality on Dashboard Map
Given the dashboard map is displayed, When the user uses the zoom controls or pinch gesture, Then the map zoom level changes smoothly and valid map tiles load without latency exceeding 1 second.
Hover Interaction Displays SLA Details
Given the heatmap overlay is visible, When the user hovers over a neighborhood polygon, Then a tooltip appears displaying the neighborhood name and its current SLA compliance percentage.
Dynamic Map Update on Filter Change
Given active service filters are applied, When the user modifies the filter criteria (e.g., date range or service type), Then the heatmap overlay updates dynamically within 2 seconds to reflect the new SLA data.
Initial Map Load with Correct Heatmap Colors
Given the dashboard is accessed for the first time, When the map overlay initializes, Then the heatmap colors correspond to predefined SLA thresholds and the legend displays correct color-to-percentage mappings.
Error Handling for Map Loading Failures
Given a map tile or data fetch error occurs, When the map fails to load completely, Then an error notification 'Unable to load heatmap. Please retry.' is displayed and a retry button is available.
SLA Compliance Calculation
"As a city data analyst, I want accurate neighborhood-level SLA compliance calculations so that the Geo Heatmap accurately reflects service performance against targets."
Description

Develop logic to calculate SLA compliance rates by neighborhood, aggregating data on service request resolution times against defined SLA thresholds. The calculation engine should support configurable SLA parameters per service type and time period, and update results in real time to power the heatmap visualization.

Acceptance Criteria
Real-time SLA Rate Calculation
Given live service request resolution times and configured SLA thresholds per service type When new resolution data is received by the calculation engine Then the SLA compliance rate for each neighborhood is computed accurately and updated in the heatmap within 2 seconds of data arrival
Configurable SLA Parameter Adjustment
Given an administrator modifies the SLA threshold values for a service type and time period When the updated parameters are saved in the system Then all subsequent SLA compliance calculations use the new thresholds and the heatmap reflects these changes within 5 minutes
Daily SLA Compliance Summary Generation
Given 00:00 local server time each day When the calculation engine aggregates the previous day’s service request data Then the system generates a daily SLA compliance summary for each neighborhood, matching manual spreadsheet results and displaying the summary on the dashboard
SLA Compliance Error Handling
Given service requests with missing or invalid resolution timestamps When the calculation engine encounters these records Then the engine excludes them from SLA compliance calculations, logs the errors to the audit log, and sends an alert notification to the administrator
High Volume Data Performance
Given a spike of at least 100,000 service request records within one hour in a single neighborhood When the calculation engine processes this data volume Then SLA compliance rates are computed and the heatmap is updated without timeout or error, completing processing within 10 seconds
Neighborhood-Level Filtering
"As a department manager, I want to filter the Geo Heatmap by service type and date range so that I can analyze SLA compliance trends for specific operational areas."
Description

Provide user controls to filter the Geo Heatmap by date range, service type, or SLA priority level. Filters should update the map and underlying data in real time, allowing users to drill down into specific parameters and focus on targeted performance insights for strategic planning.

Acceptance Criteria
Date Range Filter Applied
Given the user has opened the Geo Heatmap, when they select a start and end date using the date picker, then the map and underlying data must update within 2 seconds to display only service requests created between the selected dates.
Service Type Filter Applied
Given the Geo Heatmap is visible, when the user selects one or more service types from the filter dropdown, then the map and data table must update in real time to show only the chosen types of service requests.
SLA Priority Level Filter Applied
Given the Geo Heatmap is active, when the user chooses one or more SLA priority levels (e.g., High, Medium, Low), then the map shading and data list must immediately reflect only requests matching those priority levels.
Multiple Filters Combined
Given the user applies date range, service type, and SLA priority filters simultaneously, when all filters are set, then the map and data must refresh in real time to display only service requests matching all selected criteria.
Filter Reset Functionality
Given one or more filters are active, when the user clicks the 'Reset Filters' button, then all filters must clear and the Geo Heatmap must revert to showing data for all dates, service types, and priority levels.
Performance Optimization
"As a municipal staff member, I want the Geo Heatmap to load quickly and update smoothly so that I can analyze SLA performance without delays."
Description

Ensure the Geo Heatmap loads and updates within acceptable performance thresholds, targeting map render times below 2 seconds for typical data volumes. Implement server-side caching, efficient geospatial indexing, and client-side optimizations to handle high-frequency data updates without degrading the user experience.

Acceptance Criteria
Initial Map Load Performance
Given a typical dataset of 5,000 geospatial points, when a user opens the Geo Heatmap, then the map tiles and heatmap overlay fully render within 2 seconds.
Real-Time Data Update Handling
Given a new service request update arrives, when the heatmap refreshes, then only the affected map regions update and complete within 1 second without a full reload.
Zoom and Pan Interaction Responsiveness
Given a user zooms or pans the map, when the interaction occurs, then the visual overlay recovers within 0.5 seconds, maintaining 60fps during movement.
Concurrent User Access
Given up to 100 concurrent users fetching the heatmap, when each user requests the map data, then the server response time remains under 500ms per request.
Cache Invalidation After Data Change
Given the server-side cache contains outdated SLA data, when the underlying data updates, then the cache invalidates and subsequent map loads reflect new data within 2 seconds.

LanguageFlex Chat

Provides real-time, seamless translation between English and Spanish within the chat, ensuring residents can communicate naturally in their preferred language. Retains conversational context across switches, reducing misunderstandings and improving accessibility for multilingual communities.

Requirements

Real-Time Translation Engine
"As a multilingual resident, I want my messages to be translated instantaneously so that I can communicate naturally without language barriers."
Description

Implement a robust translation pipeline that automatically translates incoming and outgoing chat messages between English and Spanish in real time. The system should leverage a high-accuracy machine translation service, ensuring minimal latency and seamless conversational flow. Integration should be modular to allow for easy updates or swapping of translation providers. Expected outcomes include reduced communication delays, improved user satisfaction, and consistent translation quality across all messages.

Acceptance Criteria
Resident sends message in Spanish
Given a resident sends a chat message in Spanish, When the message is submitted, Then the system translates it to English and displays the translation to municipal staff within 2 seconds.
Clerk replies in English
Given a municipal staff member replies in English, When the reply is sent, Then the system translates it to Spanish and displays the translated message to the resident within 2 seconds.
Context retention across language switches
Given a conversation with multiple switches between English and Spanish, When messages are exchanged, Then the system retains conversational context and ensures consistent references and pronouns in all translated messages.
System performance under peak load
Given up to 100 simultaneous chat messages in mixed languages, When the system processes translations, Then the average end-to-end latency per message remains under 500ms and no messages fail to translate.
Translation provider module replacement
Given the translation provider module is swapped at runtime, When a new message is sent, Then the system successfully routes the request to the new provider without downtime and maintains translation accuracy above 95%.
Contextual Conversation Memory
"As a Spanish-speaking user, I want the chat to remember the context when I switch between languages so that the conversation remains coherent and accurate."
Description

Develop a context retention module that preserves conversational context across multiple messages, even when language switches occur. The feature should track entities, pronouns, and user intents to avoid mistranslations and maintain meaningful dialogue. Integration with the translation engine should ensure context-aware translations, reducing misunderstandings and enhancing clarity throughout chat sessions.

Acceptance Criteria
Entity Recognition Across Language Switches
Given a user mentions an entity in one language and switches languages in a following message referring to that entity using pronouns or synonyms, when the system translates messages, then it retains and applies the correct entity context in responses.
Pronoun Resolution in Multi-turn Dialogue
Given a pronoun used in a user's message that refers to a previously mentioned subject across a language switch, when the system processes the message, then it correctly resolves the pronoun to the original subject in translation.
Intent Preservation During Translation
Given the user's intent is expressed in a complex sentence in one language, when messages are exchanged in multiple languages, then the translated responses maintain the original intent without distortion.
Context Retention Over Extended Exchanges
Given a conversation spanning at least five message exchanges with at least one language switch, when generating a new response, then the system utilizes relevant historical context to produce accurate, context-aware translations.
Error Handling for Unrecognized Entities
Given the system encounters an unknown or ambiguous entity during translation, when it cannot confidently resolve context, then it prompts the user for clarification in the user's current language.
Automatic Language Detection
"As a resident, I want the system to recognize my language automatically so that I don’t have to manually select it each time I send a message."
Description

Create an automated language detection component that analyzes each message’s text to determine whether it is in English or Spanish. The component should operate in real time, triggering the appropriate translation workflow without requiring manual input. Accuracy should exceed 95% for short chat messages, ensuring that translations are applied correctly and eliminating user confusion over untranslated text.

Acceptance Criteria
English Message Detection
Given a user sends a message composed entirely in English, when the detection component processes it, then the language must be identified as English and the English-to-Spanish translation workflow initiated within 200 milliseconds.
Spanish Message Detection
Given a user sends a message composed entirely in Spanish, when the detection component processes it, then the language must be identified as Spanish and the Spanish-to-English translation workflow initiated within 200 milliseconds.
Code-Switched Message Handling
Given a user sends a message containing at least 70% Spanish words mixed with English, when processed, then the language must be detected as Spanish and trigger the Spanish-to-English translation workflow with at least 95% confidence within 300 milliseconds.
Detection Accuracy Verification
Given a test suite of 1,000 short chat messages equally split between English and Spanish, when run through the detection component, then at least 95% of messages must be correctly classified by language.
High-Load Latency Assurance
Given 500 simultaneous chat messages of up to 200 characters each, when processed by the detection component, then 99% of messages must complete language detection and workflow initiation within 500 milliseconds.
In-Chat Language Toggle
"As a user, I want a manual toggle to choose between English and Spanish translations so that I can correct the system when automatic detection fails."
Description

Design and implement a user interface element within the chat window that allows users to manually override automatic language detection. The toggle should be easily accessible and clearly indicate the selected language for both the sender and recipient. This feature ensures that users retain control over translations and can correct detection errors or edge cases where dialects or mixed-language phrases are used.

Acceptance Criteria
Toggle Accessible in Chat View
Given the chat window is open, when the user clicks the language toggle, then the interface updates immediately to indicate the selected language (English or Spanish) and subsequent messages are translated accordingly.
Manual Override After Detection Error
Given the system has auto-detected the wrong language, when the user manually selects the correct language using the toggle, then the next outgoing message is translated based on the manually selected language and an informational tooltip confirms the override.
Toggle Persistence Across Sessions
Given the user closes and reopens the chat within the same conversation, when the chat loads, then the language toggle remains set to the user’s last manually selected language preference.
Recipient View Reflects Toggle Selection
Given a user selects Spanish via the language toggle, when the recipient views the message, then the recipient’s interface displays the message in English or Spanish based on their own toggle selection and indicates the original language and translation status.
Mixed-Language Input Handling
Given the user inputs a message containing both English and Spanish phrases, when the user selects a language via the toggle, then the system translates the entire message into the selected language while preserving context and order.
Translation Quality Feedback Mechanism
"As a resident, I want to report inaccurate translations so that the system can improve over time and provide more reliable communication."
Description

Introduce a feedback feature that enables users to rate translation quality or flag inaccuracies directly within the chat interface. Feedback data should be logged and aggregated to identify recurring issues and inform continuous improvement of the translation models. The module should include a simple thumbs-up/thumbs-down UI and an optional comment field for detailed feedback.

Acceptance Criteria
User submits thumbs-down feedback
Given a translated message is displayed in the chat, when the user taps the thumbs-down icon, then a feedback entry containing the message ID, timestamp, user ID, and thumbs-down indicator is logged in the system.
User adds optional comment to feedback
Given the user has tapped thumbs-down on a translation, when the user enters text into the optional comment field and submits, then the comment is stored and linked to the corresponding feedback record.
Feedback confirmation message display
When a user submits feedback (thumbs-up or thumbs-down), then the UI displays a non-blocking confirmation message within 3 seconds indicating the feedback was received.
Feedback data aggregation for analytics
Given multiple feedback entries exist for translations over a period of time, when the administrator accesses the feedback dashboard, then the system shows aggregated counts of thumbs-up and thumbs-down by language pair and date range.
Feedback triggers review alert
When a specific translation receives three or more thumbs-down flags within any 24-hour window, then the system automatically generates and sends an alert notification to the translation review team.

QuickSupport Guide

Delivers interactive, step-by-step guidance for submitting service requests directly in the chat. Dynamically adapts questions based on user responses, minimizing form errors and accelerating request creation without clerks’ intervention.

Requirements

Dynamic Question Flow
"As a resident, I want the chat guide to ask me only relevant follow-up questions based on my answers so that submitting my service request is quicker and less confusing."
Description

Implement an intelligent question flow engine that generates and adapts follow-up questions in real-time based on each user’s previous responses. This ensures the QuickSupport Guide collects all necessary information accurately, reduces redundant prompts, and streamlines the request creation process without requiring clerk intervention.

Acceptance Criteria
Tailored Initial Question Generation
Given a user initiates a new service request of type "Streetlight Outage", when the engine receives the service type, then it generates and displays a location-specific question (street address, cross street, pole number) within 2 seconds.
Missing Detail Follow-up Without Repetition
Given a user provides a city but omits street address, when the engine detects missing address fields, then it prompts only for the street name and number without repeating the city.
Dynamic Service Type Change
Given a user initially answers "No" to "Is this a streetlight issue?", when they change the service type to "Pothole Repair", then the engine adjusts subsequent questions to the new type without repeating prior irrelevant prompts.
Context-Aware Redundant Prompt Suppression
Given a user has already provided pothole size and depth, when the user adds GPS coordinates, then the engine asks only for coordinates and does not re-ask for size or depth.
Session Pause and Resume
Given a user pauses the conversation for over one minute, when they return and type "continue", then the engine resumes at the last unanswered question instead of restarting the flow.
Contextual Asset Suggestions
"As a resident, I want the guide to suggest documents or images I might need based on my issue so that I can provide complete information on my first try."
Description

Enable the system to analyze user input and dynamically recommend relevant resources, attachments, or example images (e.g., sample forms, permit guidelines) within the chat. This helps users provide the correct supporting materials, reduces form errors, and accelerates the resolution process.

Acceptance Criteria
Suggesting Permit Guidelines Based on User Query
Given a user mentions 'building permit' in the chat, when the system processes the input, then within 2 seconds it displays at least three relevant permit guideline documents; Given the user selects a guideline, when the asset is opened, then it matches the permit type specified in the user’s request.
Recommending Sample Forms After Error Detection
Given the user uploads an incomplete or incorrect form, when the system detects missing fields or errors, then it suggests the correct sample form template and highlights examples of completed sections.
Filtering Irrelevant Assets From Suggestions
Given the user describes a request unrelated to permits (e.g., pothole repair), when the system analyzes the text, then it excludes permit-related assets and displays only relevant resources such as street maintenance guidelines.
Adapting Suggestions Based on Follow-Up Responses
Given the system has already suggested assets, when the user provides additional details (e.g., specifying commercial vs. residential), then the system updates its recommendations to include the more specific resources matching the new context.
Mobile Portal Asset Suggestion Performance
Given a user accesses the mobile portal and requests asset suggestions, when the system processes the input, then it returns relevant assets with thumbnails and descriptions within 3 seconds, and assets are properly displayed on both iOS and Android screen sizes.
Error-proof Validation
"As a resident, I want the chat to instantly flag any mistakes in my entries so that I can correct them before sending my request."
Description

Integrate inline validation for each input field during the chat interaction, offering immediate feedback on incorrect formats, missing mandatory data, or invalid values. This feature minimizes submission errors, decreases clerk rework, and improves data quality from the moment of input.

Acceptance Criteria
Email Address Validation
Given the user enters an email that does not match the standard format (name@domain.com), When the user blurs the email input or attempts to proceed, Then an inline error message 'Please enter a valid email address.' is displayed and the user cannot continue until corrected.
Mandatory Field Enforcement
Given the user leaves a required question blank, When the user tries to submit or move to the next step, Then the empty input field is highlighted in red with the message 'This field is required.' and progression is blocked.
Numeric Input Range Validation
Given the user inputs a number outside the allowed range (1–100), When the user finishes entering the value, Then an inline error 'Value must be between 1 and 100.' appears and the user must adjust the input before proceeding.
Date Format Validation
Given the user enters a date that does not follow YYYY-MM-DD format, When the input loses focus or the user submits, Then an inline message 'Enter date in YYYY-MM-DD format.' is shown and submission is prevented.
Real-Time Validation Feedback
Given the user is typing into any validated field, When the input meets validation rules, Then any existing error message disappears immediately and the field border turns green.
Adaptive Prompting Interface
"As a new user, I want the guide to explain steps in simple language so that I feel confident submitting my first service request."
Description

Design a customizable prompting UI that adjusts language complexity, tone, and guidance level based on user profile (e.g., first-time vs. experienced) and device type. This personalization enhances user comprehension, engagement, and satisfaction in the chat experience.

Acceptance Criteria
First-Time User on Mobile
Given a first-time user on a mobile device, when they access the chat, then the UI uses simplified language, concise prompts, and inline guidance tooltips.
Experienced User on Desktop
Given an experienced user on a desktop, when they initiate a new request, then the UI presents brief prompts with optional advanced settings hidden by default.
User Switching Devices Mid-Session
Given a user switching from desktop to mobile mid-session, when the chat UI reloads, then it adapts prompt length and layout to match the new device without losing context.
User with Accessibility Preferences
Given a user with accessibility preferences enabled, when they request assistance, then the UI increases text size, offers high-contrast mode prompts, and voice guidance.
Multi-Language Profile User
Given a user with a non-default language profile, when they start the chat, then prompts are presented in their preferred language and tone complexity adjusted accordingly.
Chat Context Preservation
"As a resident, I want to continue my halfway-completed request on my phone after starting it on my desktop so that I don’t have to start over."
Description

Ensure the QuickSupport Guide retains full conversational context across sessions and device changes. Users can pause and resume their service request process without losing progress, eliminating frustration and reducing abandoned requests.

Acceptance Criteria
Session Resumption After Timeout
Given a user starts a QuickSupport chat and is inactive for 30 minutes, When the user returns, Then the system restores the previous chat state, including all answered questions and draft responses, without data loss.
Cross-Device Conversation Continuity
Given a user begins a service request on desktop and switches to mobile, When they log in on mobile, Then the full chat history and current form state are available for review and editing.
Network Disruption Recovery
Given a user's connection is lost mid-conversation, When connectivity is restored, Then the chat resumes at the exact conversation point and previously entered data is retained and displayed.
Multi-Agent Handoff Preservation
Given a conversation is transferred between clerks, When the new clerk joins the chat, Then the full conversation context, user responses, and any pending questions are visible and actionable.
Concurrent User Sessions
Given a user opens multiple sessions of the QuickSupport Guide on different devices or tabs, When responses are recorded in one session, Then all other sessions reflect the latest conversation state in real-time.

VoiceBridge Mode

Enables hands-free voice interaction for residents via web or mobile, supporting both English and Spanish. Converts speech to text and back, offering an inclusive experience for users with limited typing ability and boosting engagement.

Requirements

Multilingual Speech Recognition
"As a Spanish-speaking resident, I want to speak my service request in my native language so that I can communicate clearly without needing to type."
Description

Integrate robust speech recognition capabilities for both English and Spanish, enabling the system to accurately transcribe resident voice inputs in real time. This requirement ensures inclusivity for non-English speakers, reducing barriers and improving engagement by offering seamless language support within VoiceBridge Mode. The implementation includes selecting or training language-specific models, configuring language detection logic, and optimizing for low latency and high accuracy.

Acceptance Criteria
English Speech Transcription
Given VoiceBridge Mode is set to English, When a resident speaks a clear English phrase of up to 10 seconds, Then the system transcribes the speech into text with at least 95% accuracy within 1 second of completion.
Spanish Speech Transcription
Given VoiceBridge Mode is set to Spanish, When a resident speaks a clear Spanish phrase of up to 10 seconds, Then the system transcribes the speech into text with at least 95% accuracy within 1 second of completion.
Automatic Language Detection
Given a resident initiates a voice input without selecting a language, When the resident begins speaking in either English or Spanish, Then the system detects the language within 2 seconds with at least 90% accuracy and applies the correct transcription model.
Low Latency Under Adverse Network Conditions
Given the device is on a simulated 3G network, When a resident speaks a voice input, Then the system processes and returns the transcription within 2 seconds at a minimum of 90% accuracy.
High Accuracy in Noisy Environments
Given background noise levels up to 60 dB, When a resident speaks a voice input, Then the system filters ambient noise and transcribes the speech with at least 90% accuracy.
Real-Time Speech-to-Text Conversion
"As a city clerk, I want to see residents’ spoken requests converted to text in real-time so that I can quickly understand and respond without delay."
Description

Enable instant transcription of resident speech into text displayed within the dashboard and mobile portal. This feature provides staff with clear, real-time visibility of incoming requests, accelerates response times, and minimizes transcription delays. The implementation involves streaming audio to the STT engine, handling partial and final transcripts, and ensuring synchronization with the user interface.

Acceptance Criteria
Resident Starts English Voice Request on Web
Given a resident clicks the 'Start Voice Request' button on the web portal and speaks in English, When the audio stream is sent to the STT engine, Then the dashboard displays partial English transcripts within 1 second of speech input.
Resident Starts Spanish Voice Request on Mobile
Given a resident activates VoiceBridge on the mobile app and speaks in Spanish, When the audio data is streamed, Then the mobile portal shows real-time Spanish transcriptions with language detection accuracy above 95%.
Real-Time Partial Transcription Updates
Given ongoing speech input, When partial transcripts are received, Then the UI updates the displayed text segment within 500ms of transcript availability without blocking new speech input.
Final Transcript Submission and UI Synchronization
Given the resident finishes speaking, When the STT engine returns the final transcript, Then the system replaces partial transcript with the final text and marks the request status as 'Received' in both dashboard and mobile portal within 2 seconds.
Handling Network Interruptions
Given a temporary network drop during speech streaming, When connectivity is restored, Then the system buffers incoming audio, resumes streaming to the STT engine, and updates the UI with missing transcripts without data loss.
Text-to-Speech Response Generation
"As a resident with limited typing ability, I want to hear spoken updates from staff in my language so that I can stay informed without reading text."
Description

Provide dynamic text-to-speech functionality to convert staff responses into natural-sounding audio playback in both English and Spanish. This requirement enhances hands-free interaction, allowing residents to receive spoken updates on their requests. Implementation includes selecting TTS voices, handling SSML tags for proper pronunciation, and integrating with the mobile and web audio playback components.

Acceptance Criteria
English Text-to-Speech Playback
Given a staff response in English When a resident initiates audio playback Then the system generates and plays a clear, natural-sounding English voice that matches the selected TTS voice
Spanish Text-to-Speech Playback
Given a staff response in Spanish When a resident selects Spanish audio output Then the system generates and plays a clear, natural-sounding Spanish voice that matches the selected TTS voice
SSML Pronunciation Handling
Given a staff response containing SSML tags When processing the text for TTS Then the system correctly interprets and applies SSML tags (e.g., <break>, <emphasis>) to produce accurate pronunciation and pacing
Voice Selection Persistence
Given a resident has chosen a preferred TTS voice in settings When generating subsequent speech responses Then the system consistently uses the saved voice preference for both English and Spanish playback
Cross-Platform Audio Playback
Given the feature is accessed via web browser or mobile app When playing TTS audio Then the playback starts within 2 seconds and supports pause, resume, and stop controls consistently across platforms
Wake Word Detection and Activation
"As a busy resident, I want to activate voice mode with a simple wake word so that I can submit requests without using my hands."
Description

Implement a configurable wake word or activation command to enable hands-free initiation of VoiceBridge Mode. This feature ensures that users can start voice interactions without touching the device, improving accessibility and safety. Implementation includes selecting a lightweight wake word detection library, allowing custom wake word configuration, and ensuring minimal false positives in noisy environments.

Acceptance Criteria
VoiceBridge Mode Activation in Quiet Environment
Given the device is in a quiet environment and VoiceBridge Mode is idle When the user speaks the configured wake word clearly Then VoiceBridge Mode activates within 1 second of speech end
Custom Wake Word Recognition
Given an administrator has configured a custom wake word in the system settings When a user speaks the custom wake word Then the system recognizes and activates VoiceBridge Mode with at least 95% accuracy
Wake Word Detection in Noisy Environment
Given background noise levels up to 70 dB When the user speaks the default wake word Then the system detects the wake word with no more than 2% false negatives
False Positive Suppression During Idle
Given random ambient conversations or sounds When no one speaks the wake word Then VoiceBridge Mode must not activate more than once per hour outside of actual wake word utterances
Bilingual Wake Word Activation
Given the wake word is spoken in either English or Spanish When the user speaks the wake word in either supported language Then VoiceBridge Mode activates successfully with equal performance metrics
Error Handling and Fallback Mechanisms
"As a resident user, I want the system to guide me when my speech isn’t understood so that I can successfully submit my request even if errors occur."
Description

Design robust error detection and fallback processes for scenarios like unrecognized speech, network failures, or unsupported languages. The system should prompt users to repeat or switch to manual input and log errors for analytics. Implementation involves detecting STT/TTS failures, providing clear audio prompts, and automatically reverting to text input when needed.

Acceptance Criteria
Fallback to Repeat Prompt for Unrecognized Speech
Given the user’s speech input is not recognized by the STT engine When the STT engine fails to transcribe the input Then the system plays an audio prompt requesting the user to repeat their response And after two consecutive unrecognized attempts the system automatically switches to manual text input mode
Automatic Reversion to Manual Input on Network Failure
Given a network interruption occurs during voice interaction When STT or TTS requests fail due to lost connectivity Then the system immediately notifies the user with an audio message indicating network issues And switches to manual text input fallback within 3 seconds
Fallback for Unsupported Language Input
Given the user speaks in a language not supported by the system When the language detection module identifies an unsupported language Then the system plays a bilingual prompt informing the user that only English and Spanish are supported And prompts them to either try again in a supported language or choose manual text input
Audio Feedback Fallback on TTS Error
Given the TTS service fails to generate audio output When a TTS request returns an error Then the system displays the response text on-screen in both English and Spanish And plays a default beep sound to indicate the message is available visually
Comprehensive Error Logging for Analytics
Given any STT/TTS failure or network error occurs When the system encounters an error Then it logs the error type, timestamp, user ID, session ID, and failure details to the analytics database And triggers an alert if the same error type occurs more than 5 times within an hour
Voice Interaction Logging and Analytics
"As a product manager, I want detailed analytics on voice interactions so that I can optimize system performance and improve user satisfaction."
Description

Capture and store metadata and transcripts of voice interactions to support usage analytics, performance monitoring, and continuous improvement. This requirement ensures visibility into user behavior, speech accuracy metrics, and system performance. Implementation includes secure storage of PII-compliant logs, integration with analytics dashboards, and configurable retention policies.

Acceptance Criteria
Voice Interaction Session Logging
Given a completed voice interaction session, when the session ends, then the system records timestamp, userID, language, sessionID, and duration in the secure log database.
Transcript Storage and Retrieval
Given a voice interaction is transcribed, when the transcript is finalized, then the system securely stores the full transcript and allows retrieval via a unique sessionID within 5 seconds.
PII Compliance and Anonymization
Given a voice interaction contains PII, when storing logs, then the system masks or encrypts PII fields according to compliance policies and logs the encryption status.
Analytics Dashboard Integration
Given new interaction logs are generated, when logs are processed, then the data (including metadata and transcripts) appears in the analytics dashboard within 5 minutes with no missing entries.
Retention Policy Enforcement
Given log entries reach the configured retention period, when the retention policy runs, then the system automatically purges or archives entries in accordance with the policy without manual intervention.

Smart Triage Engine

Automatically classifies and prioritizes incoming queries based on urgency, category, and location. Suggests the optimal department or team to handle the request, reducing manual routing and accelerating resolution times by ensuring cases reach the right staff.

Requirements

NLP Query Parser
"As a city clerk, I want the system to automatically interpret the content of each service request so that I can ensure accurate and efficient processing without manual interpretation."
Description

Implement a natural language processing engine that analyzes incoming service requests in real time to extract key attributes such as intent, keywords, and context. This module will integrate with the BrightBridge backend to preprocess queries, enabling accurate classification and routing based on semantic understanding.

Acceptance Criteria
Urgent Water Leak Detection
Given a service request describing a water leak and flooding, When processed by the NLP Query Parser, Then the system extracts intent "report water leak", assigns priority "High", categorizes as "Infrastructure", and accurately identifies the location with ≥95% precision.
General Inquiry Classification
Given a user submits a non-urgent query like "What are trash collection days?", When processed, Then the system identifies intent "information request", assigns priority "Low", and categorizes under "Public Services".
Location-based Routing
Given a service request includes a valid address "123 Maple Ave", When processed, Then the system extracts the address, geocodes it, and routes the request to the corresponding local service team.
Keyword Extraction Accuracy
Given a service request containing multiple action keywords, When processed, Then the system extracts all relevant keywords with ≥90% precision and ≥90% recall.
Real-time Processing Performance
Given 100 concurrent incoming requests, When processed by the NLP Query Parser, Then the average processing time per request is <200ms and no requests fail due to timeouts.
Urgency Prioritization
"As a municipal staff member, I want incoming requests to be automatically ranked by urgency so that urgent matters are addressed before routine tasks."
Description

Develop an urgency scoring algorithm that evaluates each incoming query based on factors such as language cues, request type, and time sensitivity, assigning a dynamic priority score. This ensures critical issues are identified and escalated promptly within the BrightBridge dashboard.

Acceptance Criteria
High-Severity Safety Hazard Detection
Given a query reporting a potential safety hazard (e.g., downed power line), When the urgency scoring algorithm processes the query, Then it assigns a priority score equal to or greater than 90, And flags the request as 'High Urgency' for immediate escalation.
Low-Impact Informational Query Handling
Given a request for non-urgent information (e.g., park hours), When the algorithm evaluates the query, Then it assigns a priority score of 30 or below, And marks the request as 'Low Urgency'.
Time-Sensitive Deadline Alert
Given a query related to a permit or event with a deadline within 24 hours, When the algorithm includes time sensitivity in scoring, Then it increases the priority score by at least 20 points above the base score, And flags the request for expedited handling.
Language Cue Urgency Amplification
Given a query containing urgency indicators in the text (e.g., 'urgent', 'immediately', 'emergency'), When the algorithm detects these keywords, Then it boosts the priority score by at least 15 points, And labels the query with a 'Language Escalation' tag.
Central Location Priority Adjustment
Given a query originating from a defined high-density central zone, When the algorithm processes the location data, Then it increases the priority score by 10%, And highlights the request for local dispatch teams.
Category Classification
"As a support agent, I want new requests to be automatically assigned a category so that I can quickly route them to the appropriate department without manual sorting."
Description

Build a classification module that categorizes service requests into predefined categories (e.g., infrastructure, public safety, sanitation) using machine learning models trained on historical data. The module will seamlessly integrate with existing BrightBridge taxonomies to standardize request handling.

Acceptance Criteria
Real-time Category Assignment
Given a new service request is received, When the classification module processes the request within 2 seconds, Then the request is tagged with one of the predefined categories and a confidence score of at least 85%.
Model Accuracy Validation
When the model is trained on the latest historical dataset, Then the cross-validation accuracy must be at least 90%, with minimum precision and recall of 85% for each predefined category.
Tie-breaker Manual Review Trigger
Given two or more category predictions within 5% confidence of each other, When the classification is inconclusive, Then the system flags the request for manual review and notifies the appropriate staff.
Taxonomy Synchronization
When new categories are added or existing categories are updated in the BrightBridge taxonomy, Then the classification module automatically incorporates these changes within 24 hours and correctly categorizes new requests using the updated taxonomy.
Batch Processing Performance
Given a batch of 1,000 historical service requests, When processed in bulk by the classification module, Then all requests are categorized within 5 minutes with an overall error rate below 1%.
Location-Based Routing
"As a dispatcher, I want requests to be routed based on location so that residents receive timely responses from the correct local team."
Description

Implement geospatial analysis to determine the geographic location of each service request, mapping it to the correct jurisdiction or municipal zone. The system will integrate with GIS data to route requests to the nearest or responsible department automatically.

Acceptance Criteria
Service Request Geolocation Extraction
Given a service request with a valid address, when the request is submitted, then the system retrieves latitude and longitude coordinates with accuracy within 50 meters.
GIS Data Mapping Accuracy
Given the geolocation coordinates, when the system matches them against the GIS dataset, then the location is correctly mapped to the target municipal zone for 100% of test cases in a dataset of 500 entries.
Routing to Nearest Responsible Department
Given a mapped zone and service category, when the system processes the request, then it automatically assigns the request to the nearest department responsible for that category within the same zone.
Jurisdiction Boundary Edge Cases
Given a service request located on or near a boundary, when the system evaluates GIS boundaries, then it assigns the request to the correct jurisdiction based on predefined boundary priority rules.
Error Handling for Unmapped Locations
Given a service request with an address not found in GIS data, when geocoding returns no match, then the system flags the request for manual review and notifies the dispatcher within 1 minute.
Department Suggestion Engine
"As a municipal coordinator, I want the system to recommend which department should handle each issue so that I can assign cases without manual cross-checking."
Description

Create a recommendation engine that suggests the optimal department or team to handle each request by combining classification results, urgency score, and location data. Recommendations will be displayed in the staff interface to streamline assignment workflows.

Acceptance Criteria
High Urgency Emergency Request Routing
Given a service request with urgency score 9 and category 'Fire' and a valid city location When the request is processed by the department suggestion engine Then it suggests the 'Emergency Response' department as the top recommendation within 2 seconds
Routine Service Request for Sanitation
Given a service request categorized as 'Trash Pickup' with urgency score 3 and located within District A When the request enters the system Then the engine recommends the 'Sanitation' department with a confidence score ≥85%
Ambiguous Location Handling
Given a service request with a missing street address but a valid ZIP code When the engine processes location data Then it presents the top 2 possible departments (e.g., General Services and Public Works) and prompts the user to select the correct one
Multiple Department Overlap Resolution
Given a service request that matches multiple departments (e.g., 'Street light outage' matching Public Works and Electrical Maintenance) When the engine computes suggestions Then it ranks departments by combined urgency and historical resolution success rate and displays the top recommendation first
Real-time Update on Department Assignment
Given that a department assignment is manually changed by staff after suggestion When the staff selects a different department Then the engine updates the recommendation status to 'Overridden' and logs the override reason
Continuous Learning Feedback Loop
"As a data analyst, I want the system to learn from past assignment corrections so that its future recommendations become more accurate."
Description

Establish a feedback mechanism that captures staff corrections and resolutions, feeding them back into the machine learning models to improve classification and routing accuracy over time. This loop will integrate with the BrightBridge analytics dashboard for ongoing model evaluation.

Acceptance Criteria
Staff Correction Logging
Given a staff user corrects an auto-classified request, when the correction is submitted, then the system logs the original and corrected classification in the feedback database with timestamp; the log entry includes user ID, request ID, original and corrected values, and date/time.
Automated Model Retraining Trigger
When the feedback database accumulates at least 100 correction entries or 24 hours elapse since the last retraining, whichever occurs first, then the system automatically initiates a model retraining job using the latest corrected data.
Feedback Integration Dashboard View
Given an admin views the analytics dashboard, when the feedback module is selected, then the dashboard displays total corrections by category, real-time correction accuracy rate, and trend graphs of feedback volume.
Classification Accuracy Improvement Reporting
After each retraining cycle, when the new model is redeployed, then the system calculates and displays the percentage change in classification accuracy compared to the previous model, and if improvement is less than 1%, an alert is generated.
Data Integrity Validation
When new feedback entries are ingested, then the system validates that each entry contains required fields (request ID, user ID, original classification, corrected classification, timestamp) and rejects invalid entries, logging errors.

AutoFollow Scheduler

Schedules and sends automated follow-up messages to residents at key milestones—like ticket acceptance, in-progress updates, or completion. Keeps residents informed without clerks’ manual effort, improving transparency and satisfaction.

Requirements

Milestone Configuration
"As a city clerk, I want to configure which ticket milestones trigger automated follow-up messages so that I can keep residents informed at key points without manual effort."
Description

Provide a user interface that allows city clerks to define and manage ticket lifecycle milestones (e.g., acceptance, in-progress, completion) at which automated follow-up messages are triggered. The interface should support adding, editing, reordering, and deleting milestone rules, with real-time validation to prevent scheduling conflicts and ensure accurate trigger conditions. Integration with the core service request dashboard must be seamless, reflecting milestone status changes instantly and enabling clerks to maintain up-to-date follow-up settings across all request types.

Acceptance Criteria
Add New Milestone Rule
Given the clerk is on the Milestone Configuration page, When the clerk clicks 'Add Milestone', enters a unique name, selects a valid trigger and timing, and clicks 'Save', Then the milestone appears in the list with the specified details and a confirmation message is displayed.
Edit Milestone Rule
Given an existing milestone in the list, When the clerk selects it, modifies its name and trigger settings, and clicks 'Save', Then the updated details are persisted, the list reflects the changes immediately, and a confirmation message is shown.
Reorder Milestone Rules
Given multiple milestones listed, When the clerk drags a milestone to a new position and drops it, Then the list order updates accordingly and remains consistent after page reload.
Delete Milestone Rule
Given an existing milestone in the list, When the clerk clicks the 'Delete' icon and confirms the action, Then the milestone is removed, the list updates without it, and a success notification is displayed.
Prevent Scheduling Conflicts
Given an existing milestone with a specific trigger and timing, When the clerk attempts to add or edit another milestone with the same trigger and timing, Then the system prevents saving and displays a validation error indicating the conflict.
Immediate Dashboard Update
Given the clerk modifies a milestone rule, When the clerk navigates to or refreshes the service request dashboard, Then the updated milestone settings are applied and displayed in real time without requiring a manual refresh.
Message Template Library
"As a city clerk, I want reusable, customizable message templates for each follow-up milestone so that I can deliver consistent and personalized updates quickly."
Description

Build a centralized repository for message templates that clerks can select or customize for each milestone. Templates should support dynamic variables (e.g., resident name, ticket ID, expected resolution date), allow rich text formatting, and include preview functionality. Version control and template categorization by request type should be included to streamline template reuse and ensure consistency in resident communications.

Acceptance Criteria
Creating a New Template with Variables
Given a clerk clicks 'Create Template' in the library, when they insert dynamic variables {{resident_name}}, {{ticket_id}}, and {{expected_resolution_date}}, then the system saves the template and correctly stores and validates the variables.
Applying Rich Text Formatting in Template
Given a clerk edits a template, when they apply bold, italic, bullet lists, or hyperlinks using the formatting toolbar, then the formatted text is rendered correctly in both preview and sent messages.
Previewing a Template Before Sending
Given a clerk selects a template and clicks 'Preview', then the system displays a rendered view with sample data replacing dynamic variables, and allows the clerk to confirm or cancel before sending.
Managing Template Versions
Given a template is updated, when a clerk saves the changes, then the system increments the version number, retains all previous versions in history, and enables rollback to any prior version.
Organizing Templates by Request Type
Given multiple templates exist, when a clerk filters by a request type (e.g., 'Water Leak', 'Noise Complaint'), then only templates tagged with the selected category are displayed, and clerks can tag or re-tag templates during creation or editing.
Automated Scheduling Engine
"As a system, I want to automatically schedule follow-up messages whenever a ticket reaches a configured milestone so that residents receive timely updates without manual intervention."
Description

Develop a backend scheduling engine that automatically queues follow-up messages based on configured milestones. The engine must monitor ticket status changes in real time, calculate send times according to business rules (e.g., working hours, SLA constraints), and interface with the notification service to dispatch messages at the correct time. It should ensure reliability and scalability under high-volume conditions.

Acceptance Criteria
Ticket Acceptance Follow-Up Scheduling
Given a ticket status changes to Accepted within business hours When the scheduling engine detects the change Then a follow-up message is queued for dispatch within 10 minutes respecting configured timezone and business hours
In-Progress Status Update Dispatch
Given a ticket enters In Progress outside business hours When the scheduling engine detects the change Then the follow-up message is scheduled at the next business day start time
Completion Notification Queuing
Given a ticket status changes to Completed When the scheduling engine detects the change Then the final follow-up message is dispatched within 5 minutes of the status change
High-Volume Load Handling
Given 10,000 ticket status change events per minute When the engine processes the event stream Then each event is processed within 2 seconds and no follow-up messages are lost
Failed Dispatch Retry Mechanism
Given a dispatch attempt returns a failure from the notification service When a message fails to send Then the engine retries up to 3 times with exponential backoff and logs each failure
Multi-Channel Delivery Integration
"As a resident, I want to receive follow-up updates via my preferred channel (SMS, email, or app) so that I stay informed in the way that suits me best."
Description

Integrate with SMS, email, and in-app notification channels to deliver follow-up messages according to resident preferences. The system should handle unique formatting requirements per channel, manage delivery receipts, and fall back to alternate channels if the primary channel fails. Channel selection logic must respect opt-in statuses and ensure regulatory compliance for each communication medium.

Acceptance Criteria
PrimaryChannelDelivery
Given a resident with enabled opt-ins and a scheduled follow-up message, when the system sends via the primary channel, then a delivery receipt is received within 2 minutes and status is marked as delivered.
FallbackChannelOnFailure
Given a primary channel delivery failure, when failure is detected, then the system retries sending via the next preferred opt-in channel within 1 minute and logs the fallback event.
RespectResidentPreferences
Given a resident’s saved communication preferences, when dispatching a follow-up message, then only channels with active opt-ins are selected in preference order.
ChannelSpecificFormatting
Given a follow-up template, when delivering to SMS, email, and in-app, then messages conform to each channel’s formatting requirements (e.g., SMS character limit, HTML email structure, and in-app UI constraints).
ComplianceLoggingAndAudit
Given each outbound follow-up message, when the message is sent, then the system logs opt-in verification, channel used, timestamp, and delivery receipt for audit and regulatory compliance.
Notification Retry Logic
"As a system administrator, I want the scheduler to retry failed message deliveries automatically so that I can maximize successful communications without manually monitoring every failure."
Description

Implement a retry mechanism for failed message deliveries, with exponential backoff and configurable retry limits. The logic should detect delivery failures (e.g., SMS bounce, email bounce) and automatically attempt resends according to policy. All retry attempts and outcomes must be logged for auditing and analytics, with alerts raised for persistent failures that require manual intervention.

Acceptance Criteria
SMS Delivery Failure Retry
Given an SMS notification fails to deliver due to a bounce event When the system detects the failure Then it retries sending the SMS according to the configured exponential backoff schedule
Email Delivery Failure Retry
Given an email notification experiences a bounce or non-delivery error When the system logs the failure Then it automatically retries sending the email as per the exponential backoff policy
Max Retry Limit Reached Alert
Given a notification has been retried up to the configured maximum limit When the final retry attempt fails Then the system raises an alert for manual intervention and stops further automatic retries
Exponential Backoff Timing Verification
Given a failure triggers a retry When observing the timestamps of successive retry attempts Then intervals between retries must increase exponentially based on configuration settings
Retry Logging and Audit Trail
Given any retry attempt occurs When retries are executed or fail Then each attempt and outcome (success or failure) is logged with timestamp, notification ID, attempt count, and error details
Resident Preference Management
"As a resident, I want to set and update my notification preferences so that I only receive follow-up messages in the way I prefer."
Description

Enable residents to manage their communication preferences, including channel opt-in/opt-out choices and preferred languages. Preferences should be accessible through the resident portal and synchronized with the scheduling engine to ensure that follow-up messages respect individual settings. The system must also support default preferences set by the municipality.

Acceptance Criteria
Initial Preference Access
Given a registered resident with no saved preferences When they navigate to the Resident Preference Management section Then default channel opt-in/opt-out and language settings are displayed according to municipal defaults
Channel Opt-In/Opt-Out Update
Given a resident viewing their current communication channels When they toggle opt-in or opt-out for SMS, Email, or Push Notifications Then the system confirms the change and displays the updated preferences
Preferred Language Change
Given a resident with an existing language preference When they select a new preferred language and save changes Then all interface elements and automated follow-up messages switch to the selected language
Municipal Default Preference Configuration
Given a municipal administrator accessing the settings When they define or modify default communication channels and default language Then these defaults apply automatically to new residents without custom preferences
Preference Synchronization with Scheduler
Given a resident updates their preferences When the scheduling engine triggers an automated follow-up Then the message is sent via the resident’s selected channel and in their preferred language
Follow-Up Audit & Reporting
"As a supervisor, I want to review reports on follow-up message performance so that I can measure resident engagement and identify areas for process improvement."
Description

Create an audit trail and reporting dashboard that tracks all scheduled and sent follow-up messages. The feature should display message status (queued, sent, delivered, failed), timestamps, channel used, and template version. Reporting capabilities should include filters by date range, ticket type, and delivery outcome, exporting options for CSV or PDF, and summary analytics on engagement rates.

Acceptance Criteria
Viewing Follow-Up Audit Logs During Ticket Resolution
Given a resolved ticket, when the user navigates to the audit trail section, then all follow-up messages with status, timestamp, channel, and template version are displayed in chronological order
Verifying Real-Time Message Status Updates
Given a queued follow-up message, when its delivery status changes (queued, sent, delivered, failed), then the dashboard reflects the updated status within 5 seconds
Filtering Reports by Key Parameters
Given the reporting dashboard, when the user applies filters for date range, ticket type, and delivery outcome, then only matching follow-up message entries are displayed
Exporting Follow-Up Reports
Given a set of filtered results, when the user selects export to CSV or PDF, then a file downloads containing all visible columns and respects the applied filters
Reviewing Engagement Summary Analytics
Given the reporting dashboard, when the user views summary analytics, then the engagement rate is calculated correctly as (number of delivered messages responded to / number of delivered messages) × 100% and displayed as a percentage

Sentiment Alert

Monitors resident tone and sentiment in real time, flagging frustrated or urgent messages for immediate human attention. Helps clerks proactively address escalations, preserving resident trust and preventing service escalations.

Requirements

Real-time Sentiment Analysis
"As a city clerk, I want the system to analyze incoming resident messages in real time so that I can quickly identify and prioritize negative feedback for immediate response."
Description

This requirement enables BrightBridge to analyze resident messages in real time, detecting tone and sentiment immediately as messages are received. Leveraging natural language processing and sentiment analysis algorithms, the system classifies messages into categories such as positive, neutral, and negative. It integrates seamlessly with the messaging pipeline, providing continuous monitoring without significant latency. Immediate detection of negative or urgent sentiments allows city clerks to prioritize responses and address resident concerns proactively, reducing escalation and building trust.

Acceptance Criteria
Real-Time Classification of Incoming Resident Messages
Given a resident submits a message When the message is received by the system Then the NLP engine must classify the sentiment into positive, neutral, or negative within 200 milliseconds
Alert Generation for Negative Sentiment Messages
Given a message is classified as negative with a confidence score ≥ 0.85 When classification completes Then the system must generate an alert and display it on the clerk’s dashboard
Integration with Clerk Dashboard for Live Sentiment Updates
Given classified sentiment data When new sentiment labels arrive Then the dashboard must update in real time without requiring a manual refresh
Prioritization of Urgent Messages Based on Sentiment Scores
Given messages are scored for sentiment intensity When a message’s negative score exceeds the urgency threshold Then the system must flag it for high priority and move it to the top of the clerk's queue
System Performance Under Peak Load Conditions
Given the system receives 1,000 concurrent messages When sentiment analysis runs on all incoming messages Then the average processing latency per message must remain under 300 milliseconds
Sentiment Alert Threshold Configuration
"As an administrator, I want to configure sentiment score thresholds so that alerts accurately reflect our community’s standards and reduce unnecessary notifications."
Description

This requirement allows administrators to define and adjust the thresholds at which resident sentiment triggers an alert. Through a settings interface, users can set numerical sentiment scores or keywords that determine when messages are flagged as requiring attention. The configuration is stored in the system and applied in real time, ensuring flexibility to adapt to changing community standards or emerging issues. By customizing thresholds, municipalities can fine-tune alert sensitivity, balancing between capturing genuine escalations and avoiding false positives.

Acceptance Criteria
Configure Numerical Sentiment Score Threshold
Given the administrator is on the Sentiment Alert Threshold Configuration page When they input a valid numeric score between 0.0 and 1.0 and click Save Then the system persists the threshold value and displays a success notification And any incoming message with sentiment score >= configured threshold triggers an alert in real time
Define Keyword-Based Alert Trigger
Given the administrator is on the Sentiment Alert Settings interface When they enter a new keyword or phrase and click Add Then the system stores the keyword in the alert configuration list And any incoming message containing the keyword triggers an alert immediately
Modify Existing Sentiment Threshold
Given an existing numeric threshold and keyword list in the configuration When the administrator updates the numeric threshold or edits the keyword list and saves changes Then the system updates the stored configuration And subsequent messages adhere to the updated threshold and keyword set for triggering alerts
Remove Sentiment Alert Keyword
Given a keyword is present in the current alert trigger list When the administrator selects the keyword and clicks Remove Then the system deletes the keyword from the configuration And incoming messages containing the removed keyword no longer trigger alerts
Real-Time Threshold Application Verification
Given the system is running with configured numeric and keyword thresholds When a resident message arrives that meets the configured criteria Then the alert is displayed in the dashboard and mobile portal within 2 seconds And the message is flagged for immediate human review
Multi-channel Alert Notification
"As a clerk, I want to receive sentiment alerts on my mobile device so that I am aware of urgent resident messages even when not logged into the dashboard."
Description

This requirement ensures that sentiment alerts are delivered to city clerks via multiple channels, including email, SMS, and in-app notifications. Upon flagging a message, the system pushes notifications through the selected channels with message details and context. Notification preferences are user-specific and configurable, allowing staff to select preferred channels and escalation paths. This multi-channel approach guarantees timely awareness of urgent resident issues, even if staff are away from their primary dashboard.

Acceptance Criteria
Configurable Notification Channel Preferences
When a clerk selects email and SMS as notification channels in their preferences and saves settings, the system sends sentiment alerts via both email and SMS within 10 seconds of a message being flagged.
In-App Push Notification Delivery
Given a clerk is logged into the mobile portal, when a resident message is flagged for urgent sentiment, the clerk receives an in-app notification containing the message excerpt, sentiment score, and timestamp within 5 seconds.
SMS Alert Escalation After No Acknowledgment
Given a flagged urgent message and the clerk has not acknowledged the email or in-app alert within 2 minutes, the system automatically sends an SMS alert with message details and escalation instructions to the clerk’s configured mobile number.
Email Notification Content Accuracy
When an urgent sentiment message is flagged, the system sends an email that includes the resident’s name, message excerpt, sentiment indicator (e.g., ‘High Frustration’), timestamp, and a direct link to the full conversation thread within 10 seconds of flagging.
User-Specific Channel Selection Enforcement
Given a clerk updates their notification settings to exclude SMS, the system only sends sentiment alerts via the remaining selected channels and does not send SMS alerts.
Sentiment Dashboard Widget
"As a manager, I want to see sentiment metrics on my dashboard so that I can monitor community satisfaction and deploy resources effectively."
Description

This requirement provides a dedicated dashboard widget displaying real-time sentiment metrics, including counts of positive, neutral, and negative messages, average sentiment score, and recent alerts. Users can filter by date range, service request type, or geographic area. The widget updates dynamically, offering quick visual insights into overall community sentiment. Embedding this widget in the main dashboard empowers staff to monitor patterns and allocate resources proactively based on sentiment trends.

Acceptance Criteria
Sentiment Metrics Overview
Given the dashboard is loaded, when the Sentiment Dashboard Widget is displayed, then it shows counts of positive, neutral, and negative messages, the average sentiment score with two decimal precision, and the five most recent alerts.
Filter by Date Range
Given a user selects a custom date range, when the filter is applied, then the widget updates to display sentiment counts, average score, and alerts only within the specified date range.
Filter by Service Request Type
Given a user chooses one or more service request types from the filter menu, when the selection is confirmed, then the widget refreshes to show sentiment metrics and alerts related only to the chosen request types.
Filter by Geographic Area
Given a user defines a geographic area on the map or selects an area from a dropdown, when the area filter is applied, then sentiment counts, average score, and alerts are displayed exclusively for that geographic region.
Real-Time Data Updates
Given new messages arrive with sentiment scores, when the widget is in view, then it dynamically updates all sentiment counts, average score, and alert list within five seconds without requiring a manual page refresh.
Negative Sentiment Alert Highlighting
Given a negative sentiment message exceeds a predefined urgency threshold, when it is processed, then the widget highlights the alert in red, increments the negative count, and triggers an on-screen notification.
Sentiment Trend Reporting
"As a city administrator, I want regular sentiment trend reports so that I can identify systemic issues and measure the impact of process improvements."
Description

This requirement generates periodic sentiment trend reports, summarizing sentiment patterns over time, highlighting spikes in negative sentiment, and correlating with service request categories. Reports can be exported in PDF and CSV formats and scheduled for automatic delivery. By analyzing trends, clerks and administrators gain actionable insights into recurring issues or effectiveness of interventions, supporting data-driven decision-making and continuous improvement.

Acceptance Criteria
Scheduled Report Generation
Given a report schedule is configured, when the scheduled time occurs, then the system generates the sentiment trend report in both PDF and CSV formats and stores them in the Reports archive.
On-demand Export Functionality
Given an administrator requests an export, when the export button is clicked and a format is selected, then the system immediately generates and downloads the sentiment trend report in the chosen format within 30 seconds.
Negative Sentiment Spike Detection
Given the sentiment data for the reporting period, when the percentage of negative messages exceeds the predefined threshold, then the report flags the spike, highlights the time period, and includes the exact percentage value.
Category Correlation Analysis
Given sentiment data and service request categories, when the report is generated, then it displays a correlation matrix showing the relationship between sentiment trends and each service category with accuracy within 1% of calculated values.
Automated Delivery Confirmation
Given a report schedule is active, when the report is delivered via email, then the system logs a delivery record, sends an email receipt confirmation to the sender, and marks the report as 'Delivered' in the dashboard within 5 minutes.

Component Scan

Use AI-driven recognition to automatically identify equipment models and components in real time, instantly loading the precise AR guide without manual input. This boosts setup efficiency by eliminating guesswork and ensures technicians begin repairs with accurate instructions.

Requirements

Real-Time Component Recognition
"As a field technician, I want the system to instantly identify scanned components so that I can begin repairs without manual model lookup."
Description

Implement an AI-driven engine that captures live camera input, identifies equipment components and models in real time, and delivers recognition results within 500 ms to minimize technician wait times and maximize workflow efficiency.

Acceptance Criteria
Live Camera Initialization and Component Detection
Given the technician activates the scan feature, the system initializes the live camera feed within 200 ms; when a component enters view, the AI identifies the correct model and component with at least 95% confidence within 500 ms.
AR Guide Loading within 500ms
Upon successful component recognition, the application loads and displays the corresponding AR repair guide within 500 ms, ensuring the technician can immediately view accurate instructions without delay.
Continuous Recognition under Varying Conditions
The system maintains real-time recognition performance (500 ms response time and ≥95% accuracy) under different lighting conditions, camera angles, and slight occlusions, without requiring manual recalibration.
Fallback Manual Input Handling
If the AI fails to recognize a component within 500 ms or confidence falls below 80%, the application prompts the technician to manually select or input the component model with an auto-complete suggestion list of the top 5 likely matches.
Recognition Accuracy Threshold Validation
The AI recognition engine demonstrates a minimum overall accuracy of 97% for model identification and 95% for component identification across a test dataset of 1,000 varied equipment images.
Equipment Database Integration
"As a system administrator, I want the recognition tool to pull data from our master equipment database so that component IDs are always accurate and current."
Description

Integrate the component recognition engine with the central equipment model database to ensure that identified parts map to accurate model records, maintain up-to-date component catalogs, and support seamless data syncing between the mobile portal and backend systems.

Acceptance Criteria
Technician Initiates AR Guide via Component Scan
Given a technician scans a recognized component with the mobile portal; When the scan completes; Then the system retrieves the corresponding equipment model record from the central database within 2 seconds; And displays the accurate AR guide aligned with the component.
Real-Time Database Sync for Updated Component Catalogs
Given an update is made to the equipment model database; When the change is propagated; Then the mobile portal automatically syncs within 1 hour; And the newly added or modified components are available for recognition without manual refresh.
Handling Unknown or Unmapped Components
Given a component scan yields no matching database record; When the recognition engine fails to map the component; Then the system prompts the technician to manually select or submit a new component record; And logs the event for database administrators to review within the audit log.
Data Integrity During Record Updates
Given concurrent updates occur on component metadata in both mobile portal and backend; When a technician submits a change; Then the system applies optimistic locking; And rejects conflicting updates with a descriptive error and conflict resolution prompt.
Offline Mode Sync Recovery
Given the mobile portal is offline; When network connectivity is restored; Then all locally stored scanned component records and AR guide requests sync to the central database within 5 minutes; And the technician receives a confirmation notification of successful synchronization.
AR Guide Auto-Loading
"As a technician, I want the relevant AR guide to load as soon as a component is recognized so that I can start repairs without navigating through menus."
Description

Automatically retrieve and display the correct AR repair guide immediately after component recognition without requiring manual selection, ensuring technicians receive context-aware instructions directly overlaid on the equipment.

Acceptance Criteria
Single Component Live Scan
Given the technician scans a recognized component, When the component model is identified by AI, Then the system auto-loads the corresponding AR repair guide within 3 seconds without any manual selection.
Multi-Component Assembly Scan
Given the technician scans multiple components in one frame, When the top-priority component is selected based on repair context, Then the AR guide for that component auto-displays and allows manual switching to secondary guides.
Offline Mode Guide Preload
Given the technician has intermittent connectivity, When the component is recognized, Then the system fetches and caches the correct AR guide for offline use and displays it automatically.
Misidentified Component Correction
Given the system initially misidentifies a component, When the technician selects the correct component from a brief suggestion list, Then the appropriate AR guide auto-loads and the correction is logged for AI training.
High Ambient Light Operation
Given the technician operates under bright sunlight conditions, When the component scan is performed, Then the AR guide still auto-loads accurately within 5 seconds and remains legible on-screen.
Manual Override Workflow
"As a technician, I want to manually select a component when the AI misidentifies it so that I can continue with repairs even if recognition accuracy is low."
Description

Provide a fallback interface that allows users to manually search or select components and AR guides if automatic recognition fails or returns low confidence, ensuring no interruption to critical repair processes.

Acceptance Criteria
Manual Override Access Post-Recognition Failure
Given the AI recognition confidence is below the defined threshold, when the technician selects the 'Manual Override' option, then the system displays the manual override interface within 2 seconds with search and selection controls visible.
Component Search by Model Number
Given the manual override interface is displayed, when the technician enters a valid model number and submits the search, then the system returns matching component results within 2 seconds and highlights the top match.
Component Filtering by Category
Given the manual override interface is displayed, when the technician selects a component category filter, then the component list updates in real time to show only items in the chosen category.
Manual AR Guide Selection
Given the technician selects a component from the list, when the 'Load AR Guide' button is pressed, then the correct AR guide loads in the AR viewer within 3 seconds without errors.
Manual Override Usage Logging
Given a manual override session ends, when the session is closed, then the system logs an entry with the event timestamp, user ID, and selected component ID to the audit log.
System Performance Monitoring
"As a product manager, I want performance metrics on recognition accuracy and speed so that I can identify areas for improvement and ensure high service quality."
Description

Implement performance tracking and analytics to monitor recognition engine latency, accuracy rates, and AR guide load times, providing insights for continuous optimization and ensuring SLAs for response times are met.

Acceptance Criteria
Recognition Engine Latency Measurement
Given the system is under peak load When the recognition engine processes a batch of 100 images Then the average latency per image must be recorded and must not exceed 200ms
Component Identification Accuracy Rate
Given a validation dataset of 500 labeled images When the recognition engine runs batch analysis Then the accuracy rate must be calculated and must be at least 98%
AR Guide Load Time Tracking
Given a technician initiates an AR guide When the component is identified Then the AR guide must fully load within 2 seconds on average
SLA Violation Alerting
Given latency or load-time metrics exceed SLA thresholds When a breach occurs Then the system must generate an automated alert to the operations dashboard within 1 minute
Weekly Performance Analytics Report
Given seven days of monitoring data When the weekly analytics cycle runs Then the system must generate a report summarizing latency trends, accuracy rates, and load-time statistics
Data Privacy and Security Compliance
"As a compliance officer, I want all recognition data to be encrypted and access-controlled so that we maintain confidentiality and meet regulatory requirements."
Description

Ensure that all captured images, recognition results, and user interactions comply with organizational data privacy policies and industry security standards, including encryption in transit and at rest, to protect sensitive equipment information.

Acceptance Criteria
Image Capture Encryption in Transit
Given a technician captures an equipment image, when the image is sent to the server, then the data must be encrypted using TLS 1.2 or higher.
Secure Data Storage at Rest
When images and recognition results are stored, they must be encrypted at rest with AES-256 and keys managed by the enterprise KMS.
Role-Based Access Control Enforcement
Only users with valid, authenticated roles (e.g., Technician, Admin) can access stored images and recognition data; unauthorized access attempts are denied with a 403 response.
Automatic Session Timeout
If a user is inactive for 15 minutes, then the system must automatically log the user out and require re-authentication.
Immutable Audit Logging
Each image capture, recognition result, and user interaction must be logged with timestamp, user ID, action type, and stored in an append-only audit log.

AR Expert Assist

Enable live AR streaming for field technicians to collaborate with remote specialists. Experts can draw and annotate directly in the technician’s view, accelerating complex diagnostics and reducing repeat service visits by providing instant, context-rich guidance.

Requirements

Real-time AR Video Streaming
"As a field technician, I want to share live AR video with remote experts so that I can receive accurate guidance on complex repairs without delay."
Description

Enable high-definition, low-latency AR video streaming from the technician’s device to remote specialists, ensuring clear, uninterrupted visual communication. Integrate efficient encoding and adaptive bitrate streaming to handle varying network conditions, providing a seamless live feed that empowers experts to accurately diagnose issues in real time.

Acceptance Criteria
Technician Initiates AR Stream in Unstable Network
Given the technician starts the AR stream in an area with variable connectivity, when the stream begins, then the system establishes a live feed within 3 seconds and maintains at least 720p resolution at 30fps with end-to-end latency under 200ms.
Adaptive Bitrate Adjustment under Bandwidth Fluctuations
When available bandwidth drops by 50% during an active stream, then the system automatically adjusts the bitrate and resolution within 2 seconds to prevent interruptions, ensuring continuous video playback.
Reconnect and Resume after Network Drop
Given a temporary network disconnection lasting up to 10 seconds, when connectivity is restored, then the AR stream automatically reconnects and resumes within 5 seconds without requiring manual intervention.
Expert Annotation Visibility during High-motion Tasks
When a remote specialist draws or annotates during fast camera movements, then the annotations remain accurately overlaid on the live video with alignment error under 5 pixels and update latency under 100ms.
High-definition Video Clarity in Varied Lighting Environments
Given the technician works in both low-light and bright-light conditions, when the AR stream is active, then the system dynamically adjusts exposure and contrast to maintain clear image quality without visible artifacts.
Remote Annotation Tools
"As a remote specialist, I want to annotate the technician’s view in real time so that I can highlight components and guide procedures more effectively."
Description

Provide experts with drawing and annotation capabilities directly on the technician’s AR display. Include features such as freehand drawing, shapes, arrows, and text labels that persist in three-dimensional space, allowing precise guidance overlaid on real-world equipment.

Acceptance Criteria
Initiating Remote Annotation Session
Given an active AR stream and expert invitation pending; When the expert joins the session; Then the annotation toolbar is available and responsive in the technician’s AR view
Freehand Drawing in AR
Given the annotation toolbar is displayed; When the expert selects the freehand tool and draws on the live feed; Then the drawn lines appear accurately overlaid on the technician’s view in real time without lag
Adding Shapes and Arrows
Given the annotation toolbar is displayed; When the expert selects a shape or arrow tool and places it on the equipment; Then the shape persists in the correct 3D position relative to the equipment as the technician moves
Inserting Text Labels
Given the annotation toolbar is displayed; When the expert selects the text tool and enters a label; Then the text appears legible, anchored in the intended 3D location and remains readable from different angles
Persisting Annotations During Navigation
Given annotations have been applied; When the technician moves or changes viewing angle; Then all annotations remain stable in their spatial positions without drifting or disappearing
Clearing and Managing Annotations
Given multiple annotations exist in the AR view; When the expert uses the clear or undo controls; Then the correct annotation is removed or reverted without affecting other annotations
AR Session Recording and Playback
"As a support manager, I want to record AR assistance sessions so that I can review and train staff on best practices using real-world examples."
Description

Implement recording of AR sessions, capturing both video and annotations for later review. Store session data securely in the cloud, enabling playback for training, quality assurance, and audit purposes, and allowing teams to revisit guidance for continuous improvement.

Acceptance Criteria
Start AR Session Recording
Given an AR session is active, when the technician taps the Record button, then video and annotations recording begins within 2 seconds and a visible 'Recording' indicator appears.
Annotate During AR Session
Given recording is in progress, when the remote expert draws or annotates, then the annotations are captured in real time and synchronized with the recorded video stream.
Session Data Storage Verification
Given the AR session has ended, when the session data is finalized, then the system uploads video and annotation files to the cloud within 1 minute, encrypted at rest.
Playback Functionality in Web Dashboard
Given a stored AR session exists, when a user selects it in the dashboard and presses Play, then the session plays back with synchronized video and annotations, supporting play, pause, and seek controls.
Secure Access Controls for Recorded Sessions
Given a user attempts to access a recorded session, then only users with the 'Audit' or 'Training' role can view playback, and unauthorized users receive an 'Access Denied' message.
Low-Latency Network Optimization
"As a technician, I want the AR stream to have minimal lag so that my remote expert’s instructions align exactly with what I see and do."
Description

Optimize network protocols and use UDP-based streaming with error correction to minimize latency. Implement dynamic quality adjustments based on real-time bandwidth monitoring to maintain smooth communication even on constrained or unstable networks.

Acceptance Criteria
Initial AR Session Over 4G Network
Given a technician starts an AR session over a 4G network with ≥1 Mbps bandwidth, when streaming begins then end-to-end latency must remain ≤200 ms and video frame rate ≥24 fps.
Mid-Session Transition to Low Signal
When the technician's signal drops by ≥40% mid-session, then dynamic quality adjustments must automatically reduce resolution to maintain latency ≤250 ms with no more than 2 % packet loss.
Rapid Bandwidth Fluctuations During Streaming
Given bandwidth fluctuates by ±50 % within 5 seconds, when fluctuations occur then adaptive bitrate streaming must adjust within 2 seconds to prevent video freeze and maintain continuous audio.
Network Jitter Handling
When network jitter exceeds 30 ms over a 10 second window, then error correction must recover ≥95 % of packets within 100 ms without requiring stream restart.
High Packet Loss Recovery
Given packet loss reaches up to 5 %, when streaming then the UDP-based error correction algorithm must correct at least 98 % of lost packets and maintain video continuity.
Seamless Quality Restoration
After network conditions improve by ≥50 % bandwidth increase, when detected then stream quality must restore to high resolution within 3 seconds without exceeding 220 ms latency.
Cross-Platform Device Compatibility
"As a field technician, I want to use the AR assist feature on my device of choice so that I’m not limited by operating system constraints."
Description

Ensure the AR Expert Assist feature functions seamlessly across iOS and Android devices, supporting a range of hardware capabilities. Provide a unified SDK and handle device-specific optimizations so that all users have a consistent experience regardless of their platform.

Acceptance Criteria
AR Session Initialization on iOS Devices
Given an iOS device running iOS 14 or later, When a technician launches the AR Expert Assist module, Then the AR session must start within 2 seconds without errors and display the live video feed.
Real-Time Annotation Synchronization Across Android Devices
Given two Android devices with network latency ≤150ms, When the remote expert draws or annotates in the AR view, Then the annotations appear on the technician’s device within 500ms and match the expert’s input exactly.
SDK Performance Under Low-Bandwidth Conditions
Given a network bandwidth of 200 Kbps, When an AR Expert Assist session is active for at least 10 minutes, Then the video stream quality must dynamically adjust without disconnecting, maintaining ≥15fps.
Hardware Capability Fallback on Legacy Android Phones
Given an Android device without depth-sensing hardware, When AR Expert Assist is launched, Then the system must default to a 2D annotation mode and notify the technician of reduced AR functionality.
Consistent UI Rendering on Various Screen Resolutions
Given devices with screen resolutions ranging from HD to QHD+, When the AR Expert Assist interface is displayed, Then all UI elements must scale correctly without overlap or cutoff across viewports.
Secure Session Authentication
"As an IT administrator, I want to enforce secure authentication for AR sessions so that only approved personnel can access sensitive live-stream data."
Description

Implement robust authentication using OAuth 2.0 and multi-factor authentication to ensure only authorized users can initiate or join AR sessions. Log all access events for audit trails and integrate with the organization’s identity provider for centralized user management.

Acceptance Criteria
AR Session Initiation by Technician
Given a field technician initiates an AR session, When they are redirected to the OAuth 2.0 provider and complete valid credentials entry and multi-factor authentication, Then they are granted access to the AR session within 5 seconds.
Invalid User Authentication Attempt
Given a user provides incorrect credentials or fails multi-factor authentication, When they attempt to authenticate, Then the system displays an explicit error message and prevents AR session access.
Identity Provider Integration Sync
Given a user is newly added or updated in the organization’s identity provider, When they attempt to authenticate for an AR session, Then the system recognizes their account and grants or denies access based on the latest identity provider data without manual intervention.
Authentication Event Auditing
Given any authentication attempt (successful or failed), When the attempt occurs, Then the system logs an audit entry including timestamp, user ID, IP address, authentication result, and authentication method in the centralized logging system.
Automatic Session Expiry
Given a user is authenticated in an AR session, When they remain inactive for 15 minutes, Then the system automatically terminates the session and requires the user to re-authenticate to rejoin.

Parts Finder

Overlay real-time inventory data onto the technician’s AR view to highlight exact locations of needed parts in storage areas. This streamlines part retrieval, minimizes downtime spent searching for components, and ensures technicians have everything they need on the first trip.

Requirements

Real-Time Inventory Overlay
"As a technician, I want to see real-time inventory levels overlaid on my AR view so that I can quickly identify available parts without manual checks."
Description

Integrate live inventory data with the technician’s AR view to display up-to-the-second availability of parts. When a technician dons the AR headset or uses the mobile portal, the system dynamically fetches inventory counts and overlays them on storage racks and bins. This feature ensures that technicians can immediately see which parts are in stock, preventing wasted trips and accelerating repair workflows. The overlay adapts as inventory levels change, maintaining accuracy throughout the workday.

Acceptance Criteria
Technician Initiates AR Inventory Check
Given the technician dons the AR headset or opens the mobile portal, when the inventory overlay is activated, then the system fetches and displays the latest inventory counts and highlights available parts within 2 seconds.
Real-Time Inventory Depletion Update
Given an active AR session, when a part is scanned or marked as used, then the overlay updates the inventory count and visually decrements the part count within 1 second.
Mobile Portal Inventory Overlay
Given the technician accesses the mobile portal, when they select a storage area, then the overlay highlights bins with available parts and displays accurate counts and locations.
Zero Inventory Part Handling
Given an item has zero stock, when the overlay displays the storage area, then bins with zero inventory are shown in red with an "Out of Stock" label.
Concurrent Inventory Changes
Given multiple inventory updates occur simultaneously, when the overlay refreshes, then the system resolves conflicts and displays the most recent and accurate inventory data without errors.
AR Location Tagging
"As a technician, I want AR markers to highlight where components are stored so that I can retrieve the right parts on the first attempt."
Description

Leverage AR markers to pinpoint and highlight the exact physical location of required parts within storage areas. The system identifies shelf coordinates and projects a visual path or pointer to guide the technician directly to the part. Complementing the inventory overlay, location tagging minimizes search time and reduces errors, ensuring technicians retrieve the correct components efficiently.

Acceptance Criteria
Technician Starts AR-Based Part Retrieval
Given the technician selects a part in the mobile portal, When the AR view loads, Then the inventory overlay and location pointers appear within 2 seconds and accurately highlight the part's shelf location.
Path Guidance Accuracy
Given the AR pointer is displayed, When the technician follows the projected path, Then the path correctly leads to the bin coordinate within ±5 cm of the actual part location.
Dynamic Inventory Update
Given another user removes the part from inventory while the AR session is active, When the technician approaches the original location, Then the AR overlay updates within 1 second to reflect the part is out of stock and suggests alternative storage locations if available.
Low-Latency AR Rendering in Variable Lighting
Given the technician uses the AR view in low and bright lighting conditions, When the lighting changes, Then the AR markers remain visible and correctly anchored without jittering or misalignment for at least 5 minutes of continuous use.
Error Handling for Unrecognized Markers
Given the AR markers cannot be detected due to occlusion, When the system fails to locate markers, Then the user receives an on-screen notification with troubleshooting steps and a manual search fallback option within 2 seconds.
Smart Search Filters
"As a technician, I want to filter parts by type, availability, and location so that I can quickly find the exact component I need."
Description

Provide advanced filtering options within the AR interface and mobile portal to refine part searches by criteria such as part type, stock level, and storage location. Technicians can apply filters to quickly narrow down large inventories, focusing on specific categories or critical parts. This feature streamlines navigation through extensive inventories and enhances the precision of retrieval tasks.

Acceptance Criteria
Filter by Part Type in AR View
Given the technician has activated the AR interface When they select the filter option and choose a specific part type Then only parts matching that type are highlighted in the AR view
Filter by Stock Level in Mobile Portal
Given the technician accesses the mobile portal inventory When they apply a filter for parts with stock level below a specified threshold Then the portal displays only parts meeting the stock level criteria
Combined Filters for Critical Parts Retrieval
Given the technician needs critical parts urgently When they apply filters for part type and minimum stock level Then the system displays and highlights only parts matching both criteria in storage locations
No Results Handling When Filters Yield Empty Set
Given the applied filters yield no matching parts When the technician executes the search Then the system displays a ‘No results found’ message and suggests clearing or modifying the filters
Filter Persistence Across Sessions
Given the technician logs out after setting filters When they log back in within 24 hours Then the previously applied filters are automatically reloaded in both AR interface and mobile portal
Offline Mode Support
"As a technician working in areas with poor connectivity, I want to access cached inventory and location data so that I can continue retrieving parts without delay."
Description

Enable local caching of inventory data and AR mapping when connectivity is intermittent or unavailable. The system downloads the latest inventory snapshot and storage layouts to the technician’s device, allowing uninterrupted AR-guided part retrieval even in low-signal environments. Once connectivity is restored, the device syncs with live data to update any changes.

Acceptance Criteria
Snapshot Download on Initial Connection
Given the device is online when the app launches, when the technician authenticates, then the latest inventory snapshot and storage layout download completes within 30 seconds and stores locally without errors.
AR Guidance during No Connectivity
Given intermittent or no network signal, when the technician enters a storage area, then the AR overlay highlights part locations accurately using cached data.
Inventory Sync after Reconnection
Given the device regains connectivity after offline use, when synchronization begins, then any local changes are merged and the local cache updates to match the server with no data loss.
Conflict Resolution of Updated Inventory
Given inventory changes occurred on the server and locally while offline, when syncing, then conflicts are detected, resolved using last-write-wins policy, and technician notified of discrepancies.
Data Consistency Verification at Startup
Given the app has cached data from previous sessions, when the app restarts offline, then cached data integrity checks pass and no corrupted entries are presented.
Error Handling & Notifications
"As a technician, I want to receive notifications when a part is unavailable or a system error occurs so that I can adjust my plan and avoid unexpected downtime."
Description

Implement robust error detection and notification mechanisms for situations such as out-of-stock parts, data sync failures, or AR registration issues. When an error occurs, the system alerts the technician via on-screen messages or push notifications, providing guidance on next steps—such as alternative parts or retrying sync. This ensures transparency and helps technicians resolve issues without halting their workflow.

Acceptance Criteria
Out-of-Stock Part Alert Flow
Given a requested part’s AR view is launched for an item with zero inventory, when the system loads, then an on-screen error message “Part out of stock” appears within 2 seconds, and an option “Suggest alternative parts” is displayed.
Data Sync Failure Notification
Given the technician initiates AR overlay with outdated data, when the system fails to sync with the server within 5 seconds, then an on-screen banner “Sync failed. Retry?” appears along with a push notification offering a Retry button.
AR Registration Error Handling
Given the AR view fails to register storage area markers after three detection attempts, when marker detection fails, then display on-screen guidance “Move camera closer to marker” and log error code 1002.
Push Notification in Background Mode
Given the app is running in the background and an AR error occurs, when the error event is triggered, then a push notification titled “Error: Part Retrieval Issue” is sent, and tapping it opens the error resolution screen.
Alternative Part Recommendation Prompt
Given a requested part is unavailable, when the technician selects “Suggest alternative parts,” then the system displays a list of at least three compatible parts sorted by compatibility score within 3 seconds.

Step Tracker

Automatically log each completed AR instruction with timestamps and photographic proof. This feature creates an audit trail for compliance, allows supervisors to monitor progress remotely, and helps technicians review previous steps when diagnosing recurring issues.

Requirements

Step Logging with Timestamp
"As a technician, I want each completed AR instruction logged with precise timestamps so that compliance is verifiable and my progress can be tracked accurately."
Description

The system must automatically record each completed AR instruction with a precise timestamp, ensuring that every action taken by a technician is logged in real time. This requirement enhances accountability by providing an accurate timeline of completed steps, simplifies progress tracking for supervisors, and forms the foundation of a reliable audit trail for compliance verification.

Acceptance Criteria
Real-Time AR Step Completion Logging
Given a technician completes an AR instruction in the mobile portal When the technician taps “Complete” Then the system creates a log entry and records a timestamp within 1 second of the action
Supervisor Review of AR Audit Trail
Given a supervisor accesses the audit trail When viewing a completed work order Then the interface displays each AR step with its precise timestamp and associated photographic proof in chronological order
Timestamp Accuracy During Connectivity Fluctuations
Given a technician completes steps offline When the device reconnects to the network Then all queued log entries sync automatically and preserve the original completion timestamps
Bulk Data Retrieval for Compliance Reporting
Given an administrator requests logs for a specific date range When exporting data Then the system generates a report containing all AR steps with timestamps and photos in a CSV format within 30 seconds
System Performance Under High Load
Given 100 technicians complete AR steps simultaneously When the system processes incoming log entries Then each log entry is recorded with a timestamp and photo proof within 2 seconds of receipt
Photo Evidence Capture
"As a technician, I want to attach photos to each AR step so that supervisors can verify work quality and compliance evidence without needing to be onsite."
Description

Technicians must be able to capture and attach photographic evidence for each AR instruction directly within the mobile portal. The feature should integrate seamlessly with the AR interface, automatically linking images to corresponding steps. This capability ensures work quality verification, supports compliance documentation, and enables remote review of visual proof.

Acceptance Criteria
Capture Photo Evidence at Step Completion
Given a technician completes an AR instruction step, when they tap the 'Capture Photo' button, then the mobile portal opens the camera; And the photo is automatically linked to the current AR step within the audit trail.
Review and Retake Photo Before Submission
Given the technician has captured a photo, when the preview modal appears, then they can accept the photo to attach or retake it; And the system only saves the accepted image linked to the step.
Offline Photo Capture and Sync
Given the mobile device is offline, when the technician captures a photo for an AR step, then the photo is stored locally with a timestamp and step ID; And upon reconnection, the system automatically uploads and links the photo to the corresponding step.
Image Quality Validation
Given the technician captures a photo, when the photo is processed, then the system validates resolution (minimum 800x600) and file size (less than 5MB); And rejects low-quality images with an error prompt allowing retake.
Supervisor Remote Review of Photo Evidence
Given a supervisor accesses the audit trail in the dashboard, when they select an AR step, then the linked photo is displayed with timestamp and technician ID; And the supervisor can add review comments or mark the evidence as approved.
Remote Supervisor Dashboard
"As a supervisor, I want to monitor step progress remotely in real-time so that I can address delays and ensure compliance without being onsite."
Description

A real-time web-based dashboard must display ongoing AR step completions, timestamps, and attached proofs for supervisors and managers. The dashboard should support filtering by technician, job, and step status, alerting supervisors to delays or issues. This requirement empowers remote oversight, enables proactive intervention, and ensures transparent communication across teams.

Acceptance Criteria
Supervisor Views Real-Time AR Step Completions
Given the supervisor is logged into the dashboard, when a technician completes an AR instruction, then the dashboard displays the step completion with timestamp and photographic proof within 5 seconds.
Supervisor Filters by Technician
Given the supervisor selects a specific technician from the filter menu, when the filter is applied, then only AR steps completed by that technician are displayed with correct timestamps and proofs.
Supervisor Filters by Job
Given the supervisor enters a job ID in the filter field, when the filter is applied, then only AR steps associated with that job ID appear on the dashboard, each with accurate completion details.
Supervisor Receives Delay Alerts
Given an AR step exceeds the predefined completion threshold, when the threshold is crossed, then the dashboard highlights the delayed step and sends an alert notification to the supervisor.
Supervisor Downloads Audit Trail
Given the supervisor clicks the export button, when the export action is confirmed, then a CSV file containing all AR step completions, timestamps, technician names, job IDs, and photographic proof links is downloaded.
Audit Trail Export
"As a compliance officer, I want to export audit trails so that I can generate reports for regulatory reviews and internal audits efficiently."
Description

The system must allow exporting the complete audit trail of AR steps—including timestamps, photo attachments, and user details—in PDF and CSV formats. Exported reports should be customizable by date range, technician, and job, providing compliance officers with the necessary data for regulatory reviews and internal audits. This feature streamlines reporting and ensures data integrity.

Acceptance Criteria
Compliance Officer Exports Audit Trail
Given the compliance officer is authenticated on the audit trail export page, when they apply filters for date range, technician, and job, and select 'Export as PDF', then the system generates and prompts download of a PDF file containing all AR steps matching the filters, with embedded photos, timestamps, user details, and job information in chronological order.
CSV Export with Filters
Given a user applies date range, technician, and job filters and selects 'Export as CSV', when they confirm the export, then the system provides a CSV download with columns for timestamp, technician name, job ID, step description, photo attachment links, and user details, containing only records matching the selected filters.
PDF Export Format Compliance
Given the system generates a PDF export, when the file is downloaded, then it must follow the company’s template including a cover page with filter summary, headers and footers with page numbers, and all photos must be at a minimum resolution of 300 DPI and correctly embedded inline with their respective steps.
Access Control for Audit Trail Export
Given a user without export permissions attempts to access the export function, when they select any export option, then the system denies access and displays an 'Insufficient Permissions' error message, without generating or downloading any files.
Performance under Large Data Volume
Given the applied filters return over 10,000 audit trail records, when the user initiates export in either PDF or CSV format, then the system completes processing and makes the file available for download within 30 seconds without timeout or performance degradation.
Historical Step Review
"As a technician, I want to review past AR steps with their data so that I can diagnose recurring issues more effectively and learn from previous work."
Description

Technicians and supervisors must be able to review previously completed AR steps within the mobile portal, including associated timestamps and photos. The review interface should support navigation by date, job, or technician and allow comments or annotations on specific steps. This requirement aids in diagnosing recurring issues and facilitates knowledge transfer and training.

Acceptance Criteria
Review Historical AR Steps by Job
Given a technician is on the mobile portal and selects a completed job from the job list, when they tap 'View Historical Steps', then the system shall display all AR steps for that job with associated timestamps and photographs in chronological order.
Filter Historical Steps by Date Range
Given a supervisor is viewing the historical step review interface, when they apply a start and end date filter, then the system shall display only the steps with timestamps within that date range, and update the list count accordingly.
Navigate Historical Steps by Technician
Given a supervisor is on the step review screen, when they select a specific technician from the technician filter, then only steps completed by that technician across all jobs shall be displayed with their timestamps and photos.
Add Comment to Historical Step
Given a user is viewing a historical step detail, when they tap 'Add Comment', enter text, and confirm, then the comment shall be saved and displayed inline with the step, including user name and timestamp.
Annotate Historical Step Image
Given a user views the photo attached to a historical step, when they select 'Annotate' and draw or add text notes, then upon saving, the annotated image shall be stored and displayed alongside the original, with annotation metadata.

Safety Overlay

Highlight potential hazards—such as live wires, hot surfaces, or moving machinery—in the AR display, combined with audible alerts. This proactive safety feature keeps technicians aware of risky zones, reducing accidents and fostering a safer work environment.

Requirements

Real-time Hazard Detection
"As a field technician, I want the AR display to automatically detect and highlight hazards in real time so that I can avoid dangerous areas and complete tasks safely."
Description

The system must continuously analyze the technician’s environment via AR sensors and computer vision algorithms to identify hazards such as live electrical wires, hot surfaces, and moving machinery. Detected hazards should be flagged instantly in the AR display with clear visual markers, enabling proactive risk avoidance. This functionality integrates with the device’s camera feed and leverages on-device processing to ensure minimal latency, improving situational awareness and reducing incidents on the worksite.

Acceptance Criteria
Technician Approaching Live Electrical Wire
Given the AR camera view includes a live electrical wire within 2 meters, when the hazard is detected then a red visual marker must appear on the wire within 200ms and an audible alert of at least 75dB must play within the same timeframe.
Technician Inspecting Hot Surfaces
Given the technician’s camera captures a surface temperature above 60°C, when the hot surface is identified then a yellow heat overlay must highlight the area within 250ms and a warning icon must persist until the hazard is cleared.
Technician Near Moving Machinery
Given the AR feed shows moving machinery within a 3-meter radius, when machinery motion is detected then an animated hazard marker must appear around the equipment within 300ms and an audible caution tone must repeat every 2 seconds.
Multiple Hazards Simultaneously Present
Given two or more hazard types (live wire, hot surface, moving machinery) are visible, when detected then distinct visual markers with unique colors and icons must display concurrently within 300ms without overlap or loss of frame rate.
Low-Latency Hazard Flagging Under High-Load Processing
Given the device is processing AR data at maximum CPU and GPU utilization, when a hazard appears then the system must still detect and display the appropriate visual and audible alerts within 300ms and maintain at least 25 FPS.
Audible Alert Integration
"As a field technician, I want audible warnings for nearby hazards so that I receive immediate alerts even if I am not looking at the AR display."
Description

Implement an audible alert system that triggers context-aware sound cues when a hazard enters the technician’s proximity threshold. Alerts should vary in tone or intensity depending on hazard severity and distance, ensuring technicians receive actionable warnings even when focused on manual tasks or not looking at the display. This feature utilizes the device’s audio output and integrates with the hazard detection engine for synchronized multimodal alerts.

Acceptance Criteria
Proximity-Based Alert Activation
Given a technician is within the defined proximity threshold of a detected hazard When the hazard enters that threshold Then the system must trigger an audible alert within 500 milliseconds of detection
Severity-Based Alert Variation
Given a low-, medium-, or high-severity hazard When the hazard enters the technician’s proximity Then the system must play distinct tones or intensities corresponding to each severity level
Ambient Noise Adaptive Volume
Given varying ambient noise levels in the work environment When an audible alert is issued Then the system volume must adjust dynamically to remain audible without exceeding safe decibel limits
Threshold Boundary Filtering
Given a hazard is detected outside the proximity threshold When the technician is stationary and the hazard is beyond range Then no audible alert should be triggered
Alert Persistence During Manual Tasks
Given a technician is performing a manual task with the device or AR display hidden When a hazard enters proximity Then the audible alert must play until acknowledged or the hazard moves out of range
Overlay Highlight Customization
"As a field technician, I want to configure how hazards are highlighted in the AR view so that the display aligns with my visual preferences and reduces distraction."
Description

Provide technician controls for customizing hazard overlay appearance, including color coding, transparency levels, and flashing patterns. Users should be able to toggle specific hazard types on or off and save personalized display profiles. Customization settings must persist across sessions and be easily accessible within the AR interface to accommodate individual preferences and varying site conditions.

Acceptance Criteria
Customizing Hazard Overlay Appearance
Rule-Oriented: Technician selects a hazard type, chooses a color from the palette, adjusts transparency slider to preferred level, and the AR display immediately updates the overlay color and transparency for all instances of that hazard within the field of view.
Toggling Specific Hazard Types
Behavior-Driven: Given the customization menu is open, when the technician toggles a hazard type off, then all overlays of that hazard type are removed from the AR view; when toggled on, the overlays reappear with the configured settings.
Configuring Flashing Patterns for Hazard Alerts
Given the technician accesses the flashing pattern options, when they select a pattern (e.g., slow blink, fast blink, steady), then the chosen pattern is applied to the corresponding hazard overlays in real time.
Saving Personalized Display Profiles
Given the technician has adjusted color, transparency, and flashing patterns, when they save the profile under a custom name, then the profile appears in the profile list and can be loaded to restore the exact settings.
Persistent Customization Across Sessions
Given the technician closes and reopens the AR application, when they load the previously saved profile or default session, then the customization settings persist and are applied without additional configuration.
Accessing Customization Settings within AR Interface
Given the AR interface is active, when the technician performs the designated gesture or selects the settings icon, then the customization menu is displayed with all adjustable options accessible within three taps or gestures.
Hazard Database Synchronization
"As a safety coordinator, I want hazard definitions and locations to sync from the central database so that technicians always work with the latest safety information."
Description

Connect the AR safety overlay to a centralized hazard information database that stores hazard definitions, location coordinates, risk classifications, and remediation status. The system must synchronize data in real time or on-demand, ensuring that technicians access the most current safety information. Data updates should occur seamlessly in the background with conflict resolution and versioning to maintain data integrity.

Acceptance Criteria
Initial Data Load at App Startup
Given the technician launches the AR mobile portal and the device has network connectivity, when the app initializes, then all hazard database entries are synchronized and displayed in the AR overlay within 5 seconds.
Background Real-Time Updates
Given the AR overlay is active, when a hazard record is added or updated in the centralized database, then the system pushes the change and updates the AR display within 10 seconds without interrupting the user experience.
Conflict Resolution for Concurrent Modifications
Given two or more updates occur simultaneously on the same hazard record, when the synchronization process runs, then the system retains the record with the latest timestamp, logs the conflict, and marks resolved entries in the audit trail.
Offline Access with On-Demand Synchronization
Given the technician is offline, when viewing AR hazards, then the app displays last-synced data; and when connectivity is restored and the user triggers a manual sync, then the latest database entries are fetched and reflected in the overlay within 30 seconds.
Versioning and Audit Trail Verification
Given hazard records undergo multiple changes, when a technician views a hazard’s history in the portal, then all previous versions are accessible with timestamps, change summaries, and user identifiers.
Safety Incident Logging
"As a safety manager, I want detailed logs of hazard alerts and technician responses so that I can audit safety performance and identify areas for improvement."
Description

Automatically record every hazard detection event and technician response in a secure log, capturing timestamp, GPS coordinates, hazard type, alert level, and action taken. Logs should be exportable for compliance audits, training reviews, and performance analysis. The logging mechanism must ensure data privacy and integrity, with options for anonymization and secure storage.

Acceptance Criteria
Log Entry Creation on Hazard Detection
Given the AR overlay identifies a hazard, When detection occurs, Then the system records a log entry containing the exact timestamp, GPS coordinates, hazard type, alert level, and technician action taken
Real-time Technician Response Logging
Given a technician acknowledges or dismisses an alert, When the action is performed, Then the system updates the corresponding log entry with the technician’s response and response time
Secure Log Storage and Encryption
Given hazard logs are generated, When they are stored, Then all entries are encrypted at rest and access is restricted via role-based permissions
Data Anonymization for Training
Given logs are exported for training purposes, When anonymization is enabled, Then all personally identifiable information is obfuscated or removed while preserving hazard details
Audit-Ready Log Export
Given a compliance audit request, When exporting logs, Then the system provides data in a tamper-evident format (e.g., digitally signed CSV) and includes metadata for audit trails
Log Integrity Verification
Given stored logs exist, When integrity verification is initiated, Then the system checks for alterations using checksum or digital signatures and reports any discrepancies

Offline Mode

Cache essential AR guides, diagrams, and parts information for use in low or no connectivity areas. Technicians maintain full functionality even in remote or underground locations, ensuring continuous productivity without reliance on network access.

Requirements

Offline Data Caching
"As a field technician, I want essential AR guides and part diagrams available offline so that I can continue my work uninterrupted in areas without connectivity."
Description

The system must pre-load and locally store essential AR guides, diagrams, and parts information so that technicians can access them without network connectivity. Cache management should ensure data integrity and timely updates when online, providing continuous productivity in remote or low-signal areas.

Acceptance Criteria
Initial Cache Pre-Load at App Launch
Given the technician is online and the app launches, when the session starts, then the system must download and locally store all essential AR guides, diagrams, and parts information for the technician’s assigned tasks within 60 seconds.
Offline Access in Remote Environment
Given the technician has no network connectivity in a remote location, when they open an AR guide or diagram, then the system must display the requested content from the local cache within 2 seconds.
Cache Update on Network Reconnection
Given the technician regains network connectivity, when the app detects an updated version of any cached content, then it must download and replace the outdated content within 120 seconds, preserving data integrity.
Cache Integrity Verification and Recovery
Given the local cache is corrupted or fails a checksum verification, when the technician attempts to access the corrupted content, then the system must flag the content as invalid and automatically re-download the correct version upon next online session.
Cache Storage Limit and Eviction Policy
Given the total cached data exceeds the predefined storage limit, when new content is added to the cache, then the system must evict the least recently accessed content to maintain the storage limit without impacting currently in-use information.
Automatic Sync on Reconnection
"As a technician working remotely, I want the app to automatically sync my completed tasks when I'm back online so that my records stay up to date without manual effort."
Description

Upon network restoration, the application should automatically detect connectivity and synchronize any offline work, including status updates and messages, ensuring data consistency between the mobile portal and the real-time dashboard without manual intervention.

Acceptance Criteria
Offline Status Update Synchronization
Given a technician updates a service request status while offline, when network connectivity is restored, then the status update is automatically transmitted to the real-time dashboard within 30 seconds without user intervention.
Offline Message Delivery Upon Reconnection
Given a technician sends messages in two-way chat while offline, when the connection is available, then all queued messages are delivered in order and marked as "Sent" on both the mobile portal and dashboard.
Attachment Sync After Reconnection
Given a technician attaches photos or documents to a service request offline, when the device reconnects, then all attachments are uploaded, correctly linked to the ticket, and visible in the dashboard.
Concurrent Updates Conflict Handling
Given a service request is updated offline on mobile and updated by another user on the dashboard, when syncing occurs, then the system detects the conflict, prompts the user to resolve it, and logs the decision.
Automatic Retry After Temporary Connectivity Fluctuation
Given a synchronization attempt fails due to network fluctuation, when connectivity is regained, then the application automatically retries synchronization up to three times and reports any persistent failures.
Offline Mode UI Indicator
"As a technician, I want a visible indicator that shows when I'm offline so that I know which features are limited and when data will synchronize."
Description

The interface must display clear visual cues indicating when the app is operating in offline mode, including an icon or banner. Users should immediately recognize offline status and understand limited functionality until connectivity is restored.

Acceptance Criteria
Offline Indicator Visibility on Main Dashboard
Given the app is offline, When the main dashboard loads, Then a prominent offline icon is displayed in the top navigation bar; And the icon includes a tooltip stating 'Offline Mode Active'.
Offline Indicator Tooltip Display
Given the user taps the offline icon, When no network is detected, Then a tooltip appears stating limited functionality and that auto-sync will resume once connectivity is restored.
Offline Banner Persistence After App Restart
Given the app has entered offline mode, When the user closes and reopens the app, Then the offline banner remains visible until network connectivity is reestablished.
Indicator Transition on Connectivity Change
Given the app is offline, When connectivity is restored, Then the offline icon/banner disappears within 2 seconds and a 'Back Online' confirmation message is displayed.
Icon Accessibility and Clarity
Given the app is offline, When the offline icon is displayed, Then the icon’s contrast ratio is at least 4.5:1 and screen readers announce 'Offline Mode Active'.
Storage Management for Cached Data
"As a technician, I want to control how much storage the offline data uses so that my device doesn't run out of space and maintain optimal performance."
Description

Include mechanisms for managing local storage usage, such as setting adjustable cache size limits, manual cache clearing options, and automatic eviction policies (e.g., least recently used) to optimize device performance and prevent storage overflow.

Acceptance Criteria
Adjustable Cache Size Limit Configuration
Given the technician sets a cache size limit to 200MB in settings, when the cached data size reaches 200MB, then the system prevents caching new items and displays a warning.
Manual Cache Clearing by Technician
Given cached data exists, when the technician selects 'Clear Cache' in the mobile portal, then all cached AR guides, diagrams, and parts information are removed and storage utilization returns to zero.
Automatic Eviction Trigger on High Storage Usage
Given the device storage usage exceeds 80%, when new data is cached, then the system automatically evicts the least recently used items until storage usage falls below 75%.
Least Recently Used (LRU) Eviction Process
Given the automatic eviction process is initiated, when multiple cached items exist, then the system identifies and removes the least recently accessed items first.
Cache Usage Notification to Technician
Given cached storage exceeds the warning threshold of 75%, when the technician accesses the offline mode, then the system displays a notification indicating current cache size and available storage.
Data Encryption for Offline Storage
"As a system administrator, I want offline data to be encrypted at rest so that we maintain compliance and protect sensitive information even if a device is lost."
Description

All cached data must be encrypted at rest on the device using industry-standard encryption methods. The application should seamlessly decrypt data for authorized access while preventing unauthorized retrieval if the device is lost or compromised.

Acceptance Criteria
Encrypting Cached AR Guides on Initial Download
Given a technician initiates caching of AR guides while online, when each guide is downloaded, then the app must encrypt the file using AES-256 encryption before writing to local storage.
Decrypting Data for Authorized Technicians
Given a technician has valid authentication credentials and attempts to access a cached guide offline, when the guide is opened, then the app must decrypt the data in under two seconds and display it without errors.
Preventing Access After Device Lock
Given the mobile device enters a locked state or exceeds the configured idle timeout, when a technician returns and attempts to access cached data, then the app must require re-authentication before decrypting any stored files.
Secure Data Purge on Logout
Given a technician logs out of the app while offline, when the logout process completes, then all encrypted cached data must be securely deleted and overwritten with random data prior to app exit.
Protection Against Data Theft on Lost Device
Given a device is reported lost or stolen, when a remote wipe command is received by the app, then the app must irreversibly delete all encrypted offline data within five minutes of receiving the command.
Conflict Resolution Mechanism
"As a technician, I want clear conflict resolution guidance when my offline changes conflict with updates from other users so that I can ensure accurate and consistent records."
Description

Implement conflict detection and resolution logic to handle discrepancies between offline changes and concurrent updates made online. Provide server-side merge strategies or user prompts to resolve conflicts and maintain data accuracy.

Acceptance Criteria
Conflict Detection Upon Sync
Given offline edits and concurrent online updates exist; When the user initiates a sync; Then the system detects all record conflicts within 2 seconds and displays the list of conflicting fields for each record.
Automatic Merge for Non-Overlapping Changes
Given a record has offline changes to fields that do not overlap with fields updated online; When the system processes the sync; Then it automatically merges both sets of changes without user intervention and confirms the merged record includes all changes.
Manual Conflict Resolution Prompt
Given conflicting changes on the same field exist offline and online; When the user initiates a sync; Then the system prompts the user with both versions, allows selection of preferred value or custom merge, and applies the user's choice.
Conflict Resolution Audit Logging
Given any conflict resolution occurs; When the sync process completes; Then the system logs the conflict details (record ID, fields involved, timestamps, resolution method) and retains logs for at least 30 days.
Sync Retry After Conflict Resolution
Given the user has resolved conflicts manually; When the user confirms resolutions; Then the system retries the sync process, applies the resolved changes, and displays a successful sync confirmation.

GeoTarget Pinpoint

Allow clerks to draw custom boundaries on an interactive map and instantly target only the affected neighborhoods or streets. By focusing messages on precise areas, this feature reduces unnecessary alerts, improves relevance for residents, and ensures critical outage updates reach those who need them most.

Requirements

Interactive Boundary Drawing
"As a city clerk, I want to draw custom boundaries on a map so that I can precisely target communications to affected neighborhoods without including unaffected areas."
Description

Provides an intuitive map interface that enables clerks to draw custom polygons and shapes using mouse or touch controls. The drawn boundaries dynamically adjust to map zoom levels and support point, line, and area selections. This functionality integrates seamlessly with the existing map component, offering real-time visualization of targeted neighborhoods and streets. By allowing precise selection of affected areas, it reduces miscommunication and minimizes unnecessary alerts to unaffected residents.

Acceptance Criteria
Mouse-Based Polygon Drawing
Given the clerk opens the map interface in desktop view, When they click sequential points on the map and double-click to finish, Then a closed polygon is rendered connecting all clicked points in the precise geographic locations.
Touch-Based Boundary Drawing on Mobile
Given the clerk accesses the mobile portal, When they tap to place points and drag to adjust vertices using touch controls, Then the system creates a shapefile boundary that matches the touch input with no lag or misplacement.
Boundary Adjusts to Zoom Levels
Given a boundary has been drawn, When the clerk zooms in or out of the map, Then the drawn shape scales seamlessly, maintains its geographic footprint, and repositions accurately according to new zoom level without distortion.
Prevent Overlapping Boundary Shapes
Given existing boundaries on the map, When the clerk draws a new shape that overlaps any current boundary, Then the system displays a visual warning, prevents the new shape from saving until adjusted, and highlights overlap areas in red.
Real-Time Visualization of Drawn Boundaries
Given the clerk completes drawing a boundary, When the shape is finalized, Then the system updates the main dashboard map within 200 ms and displays the new boundary to all users without requiring a manual refresh.
Boundary Templates Library
"As a city clerk, I want to save and reuse my custom boundary shapes so that I can quickly target recurring areas without redrawing them each time."
Description

Allows clerks to save drawn boundaries as named templates, manage them within a centralized library, and categorize by purpose or region. Users can quickly apply saved templates to new alerts, ensuring consistency across communications and saving time on repetitive tasks. The library supports import/export of templates and versioning to track changes. Integration with user preferences and map settings streamlines workflow and enhances productivity.

Acceptance Criteria
Save New Boundary Template
Given a clerk has drawn a custom boundary on the map, When the clerk selects 'Save as Template' and enters a unique name and category, Then the template is stored in the library and visible in the categorized list.
Apply Saved Template to New Alert
Given a clerk is creating a new alert, When the clerk selects a saved boundary template from the library, Then the map automatically loads the correct boundary and the alert applies only to that area.
Import Boundary Templates
Given a clerk uploads a valid template file, When the import process completes, Then the library includes all templates from the file with original names, categories, and metadata.
Export Boundary Templates
Given a clerk selects one or more templates and chooses 'Export,' When the export completes, Then a properly formatted file containing selected templates, categories, versions, and metadata is downloaded.
Version Control on Template Update
Given a clerk modifies an existing template and saves changes, When the save completes, Then a new version is created, previous versions are retained in the history, and the latest version is marked as active.
Real-Time Demographic Overlay
"As a city planner, I want to view demographic and infrastructure overlays on the map so that I can tailor my communications to the most affected or vulnerable residents."
Description

Integrates census, infrastructure, and utility data layers to overlay demographic and critical asset metrics on the map, including population density, age distribution, and lifeline facilities. Clerks can toggle individual layers on or off and apply filters based on thresholds or attributes. This enables informed targeting decisions and ensures messages reach the most vulnerable or impacted resident segments.

Acceptance Criteria
Toggle Population Density Layer
Given the map displays demographic overlays, when the user toggles the population density layer off, the population density heatmap is removed from the map within 2 seconds and no population density data points remain visible; when the user toggles the layer on, the population density data loads correctly within 2 seconds with accurate values.
Apply Age Distribution Filter
Given the age distribution layer is active, when the user applies a filter for residents aged 65 and older, only regions with at least 20% of the population in that age range are highlighted, and all other regions are hidden; the system displays the total count of highlighted regions.
Toggle Lifeline Facilities Layer
Given the lifeline facilities data is available, when the user toggles on the lifeline facilities layer, hospitals, fire stations, and power substations appear as distinct clickable icons on the map; clicking an icon displays a tooltip with the facility’s name, type, and contact information.
Filter by Infrastructure Attribute Threshold
Given the infrastructure assets layer is visible, when the user sets an asset attribute threshold (e.g., water main diameter > 12 inches), only assets meeting the threshold are displayed, and assets below the threshold are hidden; the map legend updates to reflect the applied threshold.
Combined Layer Performance Under Load
Given multiple demographic and infrastructure layers are active with custom filters applied, when the user toggles layers or adjusts filters, the map updates within 5 seconds and maintains interactive performance (minimum 30 frames per second) without errors or delays.
Multi-Channel Notification Dispatch
"As a communications officer, I want to distribute alerts through multiple channels so that residents receive critical updates reliably, regardless of their preferred medium."
Description

Offers a unified interface for composing and sending alerts via SMS, email, and in-app push notifications. Clerks can select communication channels per boundary or individual recipient and configure fallback sequences if primary channels fail. The system integrates with external messaging services and provides delivery status tracking and retry logic to maximize reach and reliability.

Acceptance Criteria
Channel Selection for Defined Geo-Boundary
Given a clerk has drawn a custom boundary on the map, when they select SMS and email channels for that boundary, then alerts are dispatched via SMS and email only to residents within the boundary.
Fallback Channel Sequence Activation
Given the primary SMS dispatch fails for a recipient, when the system retries according to the configured fallback sequence, then it sends the alert via the next channel in the sequence and logs each attempt.
Delivery Status Tracking Display
Given an alert has been sent, when the system receives delivery confirmations or failures, then the dashboard displays real-time status updates (Delivered, Pending, Failed) for each channel and recipient.
Integration with External Messaging Services
Given a dispatch request is initiated, when the system calls external SMS, email, and push notification APIs, then it records API responses and handles errors according to retry logic.
Individual Recipient Channel Override
Given a clerk overrides channel selections for an individual resident, when the alert is sent, then the system uses the overridden channel preferences for that resident and ignores the boundary-level defaults.
Geo-Fence Event Trigger
"As an emergency responder, I want to set up geo-fence triggers so that I'm alerted when field personnel enter or leave designated zones during operations."
Description

Enables creation of geo-fence rules that automatically trigger notifications or predefined workflows when registered devices enter or exit specified boundaries. Clerks can configure event types, threshold durations, and recipient groups. The feature integrates with the mobile portal to monitor field personnel movement and initiates follow-up actions—such as dispatch alerts or status updates—in real time.

Acceptance Criteria
Boundary Entry Notification for Field Personnel
Given a registered device configured with geo-fence rule, When the device’s GPS coordinates cross the defined boundary, Then the system must send an “Entry” notification to the designated recipient group within 5 seconds, including event type, timestamp, and boundary identifier.
Boundary Exit Alert for Registered Device
Given a registered device configured with geo-fence rule, When the device’s GPS coordinates exit the defined boundary, Then the system must send an “Exit” notification to the designated recipient group within 5 seconds, including event type, timestamp, and boundary identifier.
Threshold Duration Trigger Enforcement
Given a registered device has entered the geo-fenced boundary, When the device remains inside the boundary longer than the configured threshold duration, Then the system must trigger a “Threshold Breach” event and execute the predefined workflow action.
Recipient Group Filtering for Notifications
Given multiple recipient groups defined for a geo-fence rule, When an entry, exit, or threshold event is triggered, Then only the users in the specified recipient group receive the notification and no other users are alerted.
Integration with Mobile Portal Status Update
Given a geo-fence event is triggered by a field device, When the event occurs, Then the mobile portal dashboard must display the event in real time under the device’s status feed, updating location, event type, and time.

Blast Scheduler

Enable users to plan and automate message campaigns by setting dates, times, and recurrence patterns in advance. This scheduling capability ensures timely notifications—such as planned maintenance reminders or recurring service updates—without manual intervention, freeing staff to focus on other tasks.

Requirements

Intuitive Schedule Configuration
"As a city staff member, I want an intuitive schedule configuration interface so that I can quickly set up message campaigns without confusion and avoid scheduling mistakes."
Description

Develop a user-friendly scheduling interface that allows municipal staff to set campaign dates, start times, end times, and recurrence patterns with minimal steps. The interface should provide dropdowns or calendars for date selection, time pickers for precise scheduling, and options for one-time or recurring messages. It integrates seamlessly with BrightBridge’s dashboard, ensuring that scheduled campaigns appear in the main campaign list with clear status indicators. This requirement reduces manual errors, accelerates campaign setup, and provides transparency on upcoming notifications.

Acceptance Criteria
One-Time Campaign Scheduling
Given municipal staff selects a specific date and time for a one-time message campaign and clicks 'Schedule', when the system processes the request, then the campaign is saved with the exact date and time and appears in the campaign list with status 'Scheduled'.
Recurring Weekly Service Alert
Given municipal staff configures a weekly recurrence pattern (e.g., every Monday at 9:00 AM) and clicks 'Schedule', when the system processes the request, then it generates and displays the next four occurrences correctly in the scheduler and lists the campaign as 'Recurring - Weekly'.
Start and End Time Validation
Given municipal staff attempts to set a campaign start time that is later than the end time, when they click 'Schedule', then the interface displays a validation error message and prevents the campaign from being saved.
Date Picker Boundary Selection
Given municipal staff opens the date picker to select a campaign date, when they attempt to choose a date in the past, then the date picker disables past dates and prevents selection.
Campaign List Integration Display
Given a campaign is successfully scheduled, when the municipal staff views the main campaign list, then the newly scheduled campaign appears immediately with correct date, time, recurrence label, and status indicator 'Scheduled' or 'Recurring'.
Advanced Recurrence Pattern Support
"As a municipal operator, I want advanced recurrence settings so that I can automate regular maintenance reminders without manually scheduling each instance."
Description

Implement flexible recurrence options that cater to daily, weekly, monthly, and custom interval patterns. Users should be able to select specific weekdays, monthly dates, or custom intervals (e.g., every 2 weeks) and define an end condition (end date, number of occurrences, or indefinitely). This feature integrates with the scheduling engine to automatically generate and queue messages according to defined patterns. It enhances campaign automation, allowing staff to handle routine notifications effortlessly.

Acceptance Criteria
Schedule Daily Recurring Message
Given a user selects a daily recurrence pattern with no end condition, when the schedule is saved, then messages are automatically queued at the specified time every day indefinitely.
Schedule Weekly Recurrence with Specific Weekdays
Given a user selects a weekly recurrence and chooses specific weekdays (e.g., Monday and Wednesday), when the schedule is saved, then messages are automatically queued on each of those weekdays at the specified time until the end condition is met.
Schedule Monthly Recurrence by Date
Given a user selects a monthly recurrence on a specific date (e.g., the 15th), when the schedule is saved, then messages are automatically queued on that date each month at the specified time until the end condition is met.
Schedule Custom Interval Recurrence
Given a user selects a custom interval recurrence (e.g., every 2 weeks), when the schedule is saved, then messages are automatically queued at the specified time every two weeks until the end condition is met.
End Condition: End Date
Given a user sets an end date for the recurrence, when the schedule is saved, then no messages are queued after 23:59 on the specified end date.
End Condition: Number of Occurrences
Given a user sets a limit on the number of occurrences (e.g., 10), when the schedule is saved, then scheduling stops and no further messages are queued after the tenth occurrence.
End Condition: Indefinite Recurrence
Given a user does not specify any end condition, when the schedule is saved, then messages continue to be queued according to the defined recurrence pattern until the schedule is manually disabled or deleted.
Timezone and Localization Handling
"As a scheduling coordinator, I want the system to handle timezones correctly so that notifications reach residents at the proper local time regardless of their location."
Description

Ensure that the scheduling system respects user-selected timezones and locale settings. Campaign times should be converted and displayed accurately for both the city staff setting the schedule and residents receiving notifications in different timezones. The system should store timestamps in UTC and translate them based on user preference. This requirement prevents timing discrepancies, ensures delivery at intended local times, and supports multilingual date/time formats.

Acceptance Criteria
Scheduling Campaign with Multiple Recipient Timezones
Given a city staff member schedules a message campaign at 9:00 AM America/New_York, when the campaign is saved, then recipients in each timezone receive the message at 9:00 AM local time corresponding to their timezone.
Resident Notification Displays in Local Timezone
Given a resident with Asia/Tokyo timezone and locale set to ja-JP, when they view the scheduled send time of a campaign, then the date and time display as YYYY年M月D日 HH:mm converted to JST.
Recurring Schedule Across Daylight Saving Time
Given a weekly recurring campaign scheduled at 10:00 AM Europe/Berlin before a DST transition, when DST begins or ends, then the campaign continues to send at 10:00 AM local Berlin time accounting for the shift.
Date and Time Localization Based on User Locale
Given a user switches their locale from en-US to fr-FR, when viewing any scheduled campaign, then the date and time display in DD/MM/YYYY HH:mm format according to French locale conventions.
UTC Timestamp Storage and Conversion
Given a campaign is scheduled in any timezone, when the schedule is saved, then the system stores the timestamp in UTC in ISO 8601 format with a Z suffix and converts it back to user-preferred timezone for display.
Pre-Send Validation and Preview
"As a communications manager, I want to preview and validate my scheduled messages so that I can ensure accuracy and avoid sending incorrect or duplicate notifications."
Description

Provide a validation step that previews scheduled messages before final confirmation. Users should see the message content, scheduled send date/time, recurrence details, and a simulated recipient list. The system must highlight any conflicts (e.g., overlapping campaigns) or missing information and prompt corrections. This requirement improves accuracy by catching errors early and building user confidence in automated dispatches.

Acceptance Criteria
Preview Summary Display
Given a scheduled message with content, date/time, recurrence, and recipients, When the user clicks 'Preview', Then the system displays a summary including the message content, scheduled send date/time, recurrence pattern, and simulated recipient list.
Overlap Campaign Detection
Given two campaigns with overlapping schedules, When a user previews the second campaign, Then the system highlights the scheduling conflict and displays an alert indicating the conflicting campaign details.
Incomplete Information Validation
Given a draft message missing required fields (content, date/time, recurrence, or recipients), When the user attempts to preview, Then the system prompts an error listing all missing fields and prevents final scheduling until resolved.
Recipient List Simulation Accuracy
Given a target audience filter applied, When the user previews the recipient list, Then the system generates and displays a simulated list that matches the filter criteria, including at least one representative sample entry.
Final Confirmation Enablement
Given a successful preview with no conflicts or missing information, When the user reviews the preview screen, Then the 'Confirm and Schedule' button is enabled and clickable, allowing the message to be scheduled.
Campaign Lifecycle Monitoring
"As a department head, I want to monitor the lifecycle and performance of my scheduled campaigns so that I can manage, pause, or cancel them as needed and review their delivery history."
Description

Implement lifecycle tracking for scheduled campaigns, including statuses such as Scheduled, Active, Paused, Completed, or Cancelled. The dashboard should display upcoming send dates, history logs of past sends, and metrics like delivery success rate. Users can pause or cancel future occurrences and view detailed send logs. This requirement provides transparency into campaign performance and control over ongoing schedules.

Acceptance Criteria
Scheduled Campaign Overview Display
Given the user navigates to the Campaign Lifecycle Dashboard When one or more campaigns are scheduled Then upcoming send dates are displayed in a table with the correct Scheduled status label for each campaign
Activate Scheduled Campaign
Given a campaign with status 'Scheduled' When the scheduled send time is reached Then the system automatically changes the status to 'Active' and dispatches messages without manual intervention
Pause or Cancel Future Campaign Occurrences
Given a campaign with status 'Scheduled' When the user selects 'Pause' or 'Cancel' for future occurrences Then the campaign status updates to 'Paused' or 'Cancelled' respectively and no further messages are sent
Historical Send Log Review
Given the campaign status page When the user views past send records Then a chronological history log appears showing date, time, number of messages sent, and any delivery errors for each occurrence
Delivery Metrics Tracking
Given the user views campaign performance metrics When delivery results are available Then the dashboard displays delivery success rate, failure count, and open/click-through rates for completed occurrences

Template Hub

Provide a library of customizable, pre-approved message templates with dynamic placeholders (e.g., service type, expected resolution time). Clerks can quickly select and personalize templates, ensuring clear, consistent communication while reducing composition time and minimizing errors.

Requirements

Template Library Browsing
"As a city clerk, I want to browse a centralized library of message templates so that I can quickly find pre-approved responses and maintain consistent communication."
Description

Allow clerks to view and navigate a centralized library of pre-approved message templates, organized by category and service type. The feature should present templates in a clear, tiled layout, support pagination or infinite scroll for large libraries, and display key details such as template name, description, and last updated date. Integration with the main dashboard ensures seamless access, reducing the time clerks spend searching for appropriate responses and maintaining communication consistency across the municipality.

Acceptance Criteria
Access Template Library from Dashboard
Given the clerk is on the main dashboard, when they click the "Template Hub" icon, then the centralized library page opens within 2 seconds displaying template tiles organized by category.
Filter Templates by Category and Service Type
Given the library view is open, when the clerk selects a category or service type from the filter menu, then only templates matching that category or service type are displayed.
Pagination or Infinite Scroll for Large Libraries
Given there are more than 20 templates, when the clerk scrolls to the bottom of the template list, then the next batch of templates loads automatically within 1 second without page refresh.
Display Key Template Details
Given templates are displayed in tiles, then each tile shows the template name, a one-line description, and the last updated date in "YYYY-MM-DD" format.
Seamless Template Selection and Insertion
Given a template tile is visible, when the clerk clicks the "Use Template" button, then the full template text with dynamic placeholders is loaded into the message editor ready for customization.
Template Search & Filter
"As a clerk, I want to search and filter templates by service type and keywords so that I can quickly find the most relevant message for each resident inquiry."
Description

Implement robust search and filtering capabilities within the Template Hub, enabling users to locate templates by keywords, service type, approval status, or author. Filters should support multi-select options and be combinable for precise results. Search should include partial matches and ranking to surface the most relevant templates first. This functionality enhances efficiency by minimizing manual navigation and ensures clerks can access the right template instantly.

Acceptance Criteria
Keyword Search Partial Match
Given the user enters a partial keyword into the search bar When the user initiates the search Then templates containing any matching substrings are displayed and matching substrings are highlighted
Filter by Service Type Multi-Select
Given the user selects multiple service types from the filter When filters are applied Then templates tagged with any of the selected service types are displayed and templates not matching any selected types are excluded
Filter Combination Precision
Given the user applies multiple filters (service type, approval status, author) When filters are applied Then only templates meeting all selected criteria are shown and no templates outside these criteria appear
Relevance Ranking of Search Results
Given the user performs a keyword search When results are returned Then templates are sorted by relevance score descending with complete matches appearing before partial matches
Search and Filter Performance
Given the template library exceeds 500 entries When the user applies search and filter criteria Then results load within 2 seconds and the UI remains responsive without lag
Dynamic Placeholder Insertion
"As a clerk, I want placeholders in templates to auto-fill with request details so that messages are personalized and error-free without extra typing."
Description

Enable templates to include dynamic placeholders (e.g., {{service_type}}, {{resident_name}}, {{expected_resolution_time}}) that auto-populate based on request data. The system should validate placeholder syntax, allow users to preview the final message with sample data, and provide inline editing for any placeholder values before sending. This capability reduces manual edits, prevents errors, and personalizes communication at scale.

Acceptance Criteria
Placeholder Syntax Validation
Given a user adds a placeholder to the template When the user saves the template Then the system validates the placeholder syntax against the approved pattern (e.g., {{variable_name}}) and displays an error message if invalid
Placeholder Auto-Population
Given a service request exists with defined data fields When the user selects a template containing dynamic placeholders and chooses that request Then each placeholder in the template is automatically replaced with the corresponding request data
Message Preview with Sample Data
Given a template includes at least one dynamic placeholder When the user clicks the preview button Then the system displays a fully rendered message using sample data for each placeholder
Inline Editing of Placeholders
Given the previewed message contains auto-populated placeholder values When the user selects any placeholder value in the preview Then inline editing controls appear and allow the user to modify that value before sending
Error Handling for Missing Data
Given a template contains placeholders for which the request data is missing When the user attempts to generate or preview the message Then the system highlights missing placeholder fields, prevents sending, and prompts the user to enter the missing values
Template Creation & Customization
"As a clerk, I want to create and customize message templates with rich text and tags so that I can address unique communication scenarios efficiently."
Description

Offer a user-friendly interface for clerks to create new templates or customize existing ones. The editor should support rich text formatting (bold, lists, links), placeholder insertion via dropdown, and template tagging for categorization. Upon saving, templates enter an approval workflow. This empowers teams to adapt messages to evolving communication needs while maintaining consistency through standardized formatting and categorization.

Acceptance Criteria
New Template Creation
Given a clerk accesses the template hub When they click “Create New Template” Then a blank editor opens supporting rich text formatting
Rich Text Formatting Support
Given the editor is open When the clerk applies bold, italics, lists, or links Then the formatted text appears correctly and can be previewed
Placeholder Insertion
Given the editor is open When the clerk selects a placeholder from the dropdown Then the placeholder is inserted at the cursor position in the template text
Template Tagging
Given the clerk is saving a template When they add one or more tags Then the tags are attached to the template and visible in the template list
Approval Workflow Initiation
Given the clerk saves a template When the save action is confirmed Then the template enters the approval workflow and its status updates to “Pending Approval”
Template Approval Workflow
"As a supervisor, I want to review and approve template submissions so that all communications adhere to municipal guidelines."
Description

Introduce an approval process for new and modified templates, where submissions are routed to designated approvers (e.g., supervisors). The workflow should include notification alerts, status tracking (Pending, Approved, Rejected), and in-line comments for feedback. Approved templates automatically become available in the library, while rejected ones return to the author for revisions. This ensures messaging remains compliant and on-brand.

Acceptance Criteria
Submission of New Template for Approval
Given a clerk submits a new template, When the form is complete and submitted, Then the system routes the template to the designated approver and status is set to 'Pending' and a confirmation notification is displayed to the clerk.
Approval Notification Process
Given an approver is assigned a pending template review, When a new submission is available, Then the approver receives both an email and in-app notification containing template details and actionable links.
Rejection Notification and Feedback Handling
Given an approver rejects a submitted template, When the rejection is finalized, Then the author receives an in-app and email notification including inline comments, and the template status updates to 'Rejected' and returns to the author's draft list.
Status Tracking in Template Hub
Given any user views the Template Hub workflow dashboard, When templates are submitted, approved, or rejected, Then each template displays the correct status ('Pending', 'Approved', 'Rejected') along with timestamps for each state change.
Automatic Publishing of Approved Templates
Given a template status changes to 'Approved', When the approver confirms approval, Then the template is automatically published to the live library and the author and relevant clerks receive a publication confirmation.
Template Usage Analytics
"As a manager, I want to see analytics on template usage and performance so that I can optimize communication strategies and improve resident engagement."
Description

Provide analytics on template usage frequency, open rates, and response times. Dashboards should display top-used templates, least effective ones (based on resident engagement metrics), and trend graphs over selectable time ranges. Exportable reports help management identify communication bottlenecks and optimize template library content. This data-driven approach improves template quality and overall service efficiency.

Acceptance Criteria
Viewing Top-Used Templates
Given the clerk is on the analytics dashboard and data exists for the past 30 days, When the dashboard loads, Then the system displays the top 10 templates sorted by usage count in descending order, each showing template name and usage count.
Identifying Least Effective Templates
Given the system has collected usage and open rate data for templates, When the clerk navigates to the least effective section, Then the system lists the 5 templates with the lowest open rates, each showing template name and open rate percentage.
Analyzing Template Usage Trends
Given the clerk selects a valid custom date range (up to 12 months) on the analytics dashboard, When the date range is applied, Then the system updates and displays a trend graph showing weekly usage counts for each template over the selected period.
Exporting Usage Analytics Report
Given the clerk clicks the 'Export Report' button on the analytics dashboard, When the report is generated, Then the system produces a downloadable CSV file containing template name, usage count, open rate, and average response time for the selected date range, and the file downloads within 5 seconds.
Reviewing Template Response Time Metrics
Given the clerk is viewing the analytics details for a specific template, When the detail view loads, Then the system displays the average resident response time for that template, calculated from message send to resident reply, formatted in hours and minutes.

OmniChannel Sync

Automatically deliver alerts across SMS, email, and push notifications based on resident preferences. By coordinating multiple channels in a single blast, this feature maximizes outreach, adapts to user communication habits, and boosts overall engagement and message delivery success.

Requirements

Channel Preference Management
"As a resident, I want to set my preferred notification channels so that I receive updates in the way that works best for me."
Description

Implement a centralized system that allows residents to specify and update their preferred notification channels (SMS, email, push) within their profile settings. This system will validate preferences in real-time, ensuring alerts are only sent via chosen channels, and will integrate with the messaging engine to filter outbound notifications accordingly.

Acceptance Criteria
Updating Channel Preferences via User Profile
Given a resident navigates to their profile settings and selects email and push notifications, When they save their changes, Then the system persists the new preferences and displays a confirmation message.
Real-time Validation of Invalid Notification Channels
Given a resident enters an unsupported notification channel code in their preferences, When they attempt to save, Then the system displays an inline error message and prevents saving until valid channels are selected.
Outbound Notification Filtering Based on Preferences
Given a resident has only SMS selected as their notification channel, When the system sends a multi-channel alert, Then the messaging engine dispatches only the SMS alert to that resident and suppresses email and push notifications.
Instant Synchronization with Messaging Engine
Given a resident updates their channel preferences, When the changes are saved, Then the messaging engine receives and applies the updated preferences within 2 seconds.
Handling Missing Channel Selection Fallback
Given a resident has deselected all notification channels, When an alert is triggered for that resident, Then the system logs the missing preference event and generates an administrative alert for follow-up.
Message Template Personalization
"As a city clerk, I want messages to automatically include resident and service details so that communications feel personalized and reduce manual editing."
Description

Develop a dynamic template engine that auto-populates alert content with resident-specific data such as name, location, and service request details. The engine will support channel-specific formatting rules (e.g., SMS character limits vs. email HTML) and allow administrators to preview messages across channels before dispatch.

Acceptance Criteria
Personalized Email Template Preview
Given an administrator selects the email channel and inputs a resident’s name and service request details, When they click “Preview,” Then the generated email displays the resident’s full name, location, and request details correctly populated within the HTML template structure and styles render as expected.
SMS Character Limit Enforcement
Given resident-specific data is inserted into the SMS template, When the engine generates the SMS content, Then the message does not exceed 160 characters and automatically truncates excess text with an ellipsis while preserving complete placeholders.
Location-Based Data Population
Given a service request includes address and local office hours, When the template engine creates the alert, Then the message contains the correct street address, city, and a link to a map pinpointing the service location.
Multi-Channel Dispatch Consistency
Given a single alert with resident details, When the engine generates templates for SMS, email, and push, Then all three channels contain identical core content (greeting, request summary) formatted appropriately for each channel’s rules.
Administrator Preview and Edit
Given an administrator previews a channel-specific template, When they update any placeholder value or formatting rule in the preview pane, Then the preview refreshes in real time reflecting the edited values and channel rules.
Real-time Delivery Tracking
"As a municipal staff member, I want to see live delivery statuses for each notification so that I can quickly identify and address any outreach issues."
Description

Provide a dashboard component that displays real-time status of each outbound alert across SMS, email, and push channels. The component will show delivery success, failures, and pending statuses, with drill-down details on error codes, timestamps, and delivery attempts, enabling staff to monitor campaign performance instantly.

Acceptance Criteria
Dashboard Initial Load of Alert Statuses
Given the user navigates to the Real-time Delivery Tracking dashboard, When the dashboard loads, Then the system shall display the count of SMS, email, and push alerts in Success, Failure, and Pending statuses within 5 seconds.
Drill-Down Error Code Details
Given the user clicks on a failed alert entry, When the details panel expands, Then the panel shall display the alert’s error code, failure description, timestamp of the last attempt, and total number of delivery attempts.
Real-Time Status Refresh on New Alerts
Given new outbound alerts are processed, When the system receives status updates, Then the dashboard shall automatically refresh the affected alert entries within 10 seconds without requiring a manual page reload.
Filter by Delivery Status and Channel
Given the user applies filters for delivery status and channel, When filters are selected, Then only alerts matching the selected statuses and channels shall be displayed, and the summary counts shall update accordingly.
Historical Delivery Attempt Log Pagination
Given the user views the delivery attempt history for a specific alert, When the log contains more than 20 attempts, Then the system shall paginate the attempts into pages of 20 entries with Next and Previous navigation controls.
Delivery Retry Mechanism
"As an operations manager, I want failed messages to be retried automatically so that temporary issues don’t result in lost communications."
Description

Implement an automated retry logic that detects transient failures (e.g., temporary carrier issues) and reschedules message attempts based on predefined backoff intervals. The mechanism will log retry attempts and outcomes, escalate persistent failures, and alert staff when manual intervention is required.

Acceptance Criteria
Transient Carrier Issue Retry
Given a message send attempt fails with a transient carrier error, When the system detects the transient failure, Then it retries sending the message automatically within the next predefined backoff interval.
Max Retry Exceeded Escalation
Given a message has reached the maximum number of retry attempts without success, When the limit is exceeded, Then the system escalates the failure by marking the request for manual review and generates an escalation notification.
Logging of Retry Attempts
Given each retry attempt occurs, When a retry is executed, Then the system logs the attempt timestamp, status code, error message, and next scheduled retry time in the audit log.
Manual Intervention Alert
Given persistent failures after retries, When the system marks a message for manual intervention, Then the appropriate staff members receive an alert via email and dashboard notification including message ID and failure history.
Configurable Backoff Interval Application
Given the retry mechanism is configured with exponential backoff settings, When a failure occurs, Then the system applies the correct interval progression (e.g., 1min, 2min, 4min) between retries as per configuration.
Automated Channel Fallback
"As a city clerk, I want alerts to automatically switch to another channel if the first attempt fails so that residents reliably receive important updates."
Description

Design a fallback strategy that automatically switches to alternate channels if the primary method fails after retries. For example, if an SMS does not deliver within a timeout, the system will re-send the alert via push notification or email, based on resident preferences hierarchy, to maximize reach without manual effort.

Acceptance Criteria
SMS Fallback to Push Notification
Given an alert sent via SMS fails after two retries within 60 seconds, When the system initiates a fallback, Then it must send the same alert via push notification within 30 seconds and log the fallback event.
Push Notification Failure to Email Fallback
Given an alert sent via push notification fails to deliver after one retry within 45 seconds, When fallback is triggered, Then the alert must be sent via email, and a notification log entry must be created.
Exhausted All Channels Before Delivery
Given all channels (SMS, push, email) have failed after their respective retry limits and timeouts, When no additional channels remain, Then the system must generate an error record, escalate to the admin dashboard, and mark the alert as undeliverable.
Primary Channel Push Failure Fallback to Email
Given a resident's primary channel is push notification and it fails after designated retries, When fallback occurs, Then the alert is delivered via email according to preference hierarchy and the delivery method is updated in the alert history.
Exceeded Retry Limit Triggers Admin Alert
Given an alert has attempted delivery on all channels up to the maximum retry limit, When the retry count is exceeded, Then the system must create an admin alert and stop further retries, ensuring no additional channel attempts are made.

Performance Insights

Offer real-time analytics on delivery rates, open rates, click-throughs, and resident responses for each blast. With visual charts and exportable reports, clerks can evaluate campaign effectiveness, refine targeting strategies, and demonstrate transparency to stakeholders through data-driven insights.

Requirements

Real-Time Data Aggregation
"As a city clerk, I want to see up-to-the-minute performance data for each blast so that I can quickly assess campaign effectiveness and address issues immediately."
Description

Continuously collect and process delivery rates, open rates, click-throughs, and resident responses for each communication blast in real time. Ensure data is ingested from all relevant messaging channels, normalized, and stored in a high-performance analytics database to support instant retrieval and analysis. Implement robust error handling and data validation to maintain accuracy and consistency across all metrics.

Acceptance Criteria
Real-Time Metrics Update During Live Blast
Given a communication blast is in progress When a delivery, open, click-through, or response event occurs Then the dashboard reflects the updated metric within 2 seconds
Data Validation for Incoming Channel Metrics
Given new metric data is ingested from any messaging channel When the system processes the data Then invalid or malformed records are rejected and logged, and valid data is normalized and stored
High-Volume Message Spike Performance
Given a peak of 100,000 messages sent per minute When the analytics engine ingests the data Then data ingestion completes within 5 seconds and query latency remains under 1 second
Recovery from Ingestion Errors
Given a transient error occurs during data ingestion When the system detects the error Then it retries ingestion up to 3 times with exponential backoff and logs each failure without data loss
Historical Data Consistency Check
Given a request to retrieve metrics for a blast older than 7 days When the system queries the analytics database Then returned metrics match previously stored values with at least 99% accuracy
Interactive Chart Dashboard
"As a municipal staff member, I want to explore campaign metrics in an interactive dashboard so that I can gain deeper insights and identify patterns at a glance."
Description

Develop a dynamic dashboard that visualizes campaign performance metrics through interactive charts and graphs. Include line charts for delivery trends, bar charts for open and click-through rates, and heat maps for response patterns. Enable drill-down capabilities to view detailed metrics by date range, communication channel, or demographic segment. Ensure responsive design for compatibility across desktop and mobile viewing.

Acceptance Criteria
Visualizing Delivery Trends on Desktop
Given the user accesses the dashboard on a desktop browser, when they select the ‘Delivery Trends’ line chart, then the chart renders data for the selected date range with tooltips displaying exact values on hover, and the data matches backend delivery records within a 1% margin of error.
Viewing Open and Click-through Rates on Mobile
Given the user opens the dashboard on a mobile device, when they view the bar chart for open and click-through rates, then bars resize to fit the mobile screen, labels remain legible, and tapping a bar displays detailed rate percentages and totals.
Drilling Down by Date Range
Given the user filters by a custom date range, when they apply the filter, then all charts update instantly to reflect metrics only within that range, and the system provides a loading indicator if rendering takes longer than 500ms.
Analyzing Response Patterns by Demographic
Given the user selects a demographic segment (e.g., age group or location), when they view the heat map, then the map highlights response intensity per segment, with color gradients matching the legend and the ability to click cells to display raw response counts.
Exporting Chart Data as Report
Given the user clicks the ‘Export’ button on any chart, when they select CSV or PDF, then the system generates a file containing the exact chart data, preserves chart labels, and prompts a download within 3 seconds.
Exportable Reports
"As a department head, I want to export tailored performance reports so that I can share campaign results with stakeholders and maintain transparency."
Description

Implement functionality to generate and export performance reports in PDF and CSV formats. Allow users to select metrics, date ranges, and segmentation criteria before exporting. Ensure reports include visual charts, summary tables, and commentary sections for annotations. Provide scheduling options for automated report delivery via email to stakeholders.

Acceptance Criteria
On-Demand PDF Export
Given the user has selected metrics, date range, and segmentation criteria, when the user clicks the “Export as PDF” button, then the system generates and downloads a PDF file containing visual charts, summary tables, and commentary sections matching the selected parameters.
On-Demand CSV Export
Given the user has chosen metrics, date range, and segmentation criteria, when the user clicks the “Export as CSV” button, then the system generates and downloads a CSV file with columns corresponding to the selected metrics and filters.
Report Segmentation and Date Range Selection
Given the report export interface is displayed, when the user selects multiple segmentation options and a custom date range, then only data matching those selections appears in the exported report.
Report Annotation Section Inclusion
Given the user adds commentary notes in the annotation section before export, when the report is generated, then the included notes appear below corresponding charts or tables in both PDF and CSV exports.
Scheduled Automated Email Delivery
Given the user configures a report schedule with frequency, recipients, and report format, when the scheduled time occurs, then the system automatically emails the correctly formatted report to the specified stakeholders.
Customizable Metrics Filters
"As an analyst, I want to filter metrics by custom criteria so that I can focus on specific audiences and measure targeted results."
Description

Provide users with the ability to apply custom filters to performance data, including date ranges, resident demographics, communication channels, and message types. Implement a flexible filtering UI with multi-select controls and real-time preview of filtered results. Persist user-defined filter sets as named views for quick access and comparison.

Acceptance Criteria
Date Range Filtering
Given the user opens the Performance Insights dashboard; When they select a valid start date and end date using the date-range picker; Then the system displays only performance metrics within the selected range and updates the preview within 2 seconds.
Resident Demographic Filtering
Given the user navigates to the metrics filters panel; When they choose one or multiple resident demographic attributes (e.g., age group, zip code) from the multi-select control; Then the displayed data reflects only residents matching the selected demographics and the preview updates in real time.
Communication Channel Filtering
Given the user has active communication channel options (Email, SMS, Push); When they multi-select one or more channels; Then the dashboard filters metrics to include only the chosen channels and the chart visuals refresh immediately.
Message Type Filtering
Given various message types exist (e.g., alert, reminder, announcement); When the user selects specific message types via the filter UI; Then only metrics associated with those message types are shown and the preview pane updates without page reload.
Persisting Named Filter Views
Given the user has configured custom filters; When they save the filter set by entering a name and clicking ‘Save View’; Then the named view appears in the saved views list, persists after logout, and can be applied with a single click.
Automated Insight Notifications
"As a communications coordinator, I want to receive alerts when performance metrics hit critical thresholds so that I can take timely action to optimize campaigns."
Description

Set up automated alerts that notify users when key performance metrics cross predefined thresholds (e.g., open rate drops below 30% or click-through rate exceeds 10%). Allow configurable threshold settings per campaign and delivery channel. Deliver notifications via in-app messages and optional email or SMS alerts, with links to relevant dashboards for deeper investigation.

Acceptance Criteria
Low Open Rate Alert Configuration
Given a campaign's open rate drops below the configured threshold of 30% When the system detects the threshold breach Then an in-app notification is delivered to the user within 60 seconds And an email alert is sent if email notifications are enabled
High Click-Through Rate Alert Delivery
Given a campaign's click-through rate exceeds the configured threshold of 10% When the system identifies the CTR breach Then an in-app notification is generated within 60 seconds And an SMS alert is sent if SMS notifications are enabled
Threshold Customization and Persistence
Given a user updates the threshold settings for open rate and click-through rate When the user saves the new threshold values Then the updated thresholds are persisted in the user's account And the system applies the new thresholds to all subsequent campaigns
Notification Channel Selection
Given a user configures notification channels for a specific campaign When the user selects or deselects in-app, email, and SMS channels Then notifications are sent only through the selected channels And the system does not send notifications via unselected channels
Dashboard Link Accessibility in Notification
Given a notification is triggered for a threshold breach When the user receives the notification Then it includes a direct link to the specific campaign's performance dashboard And clicking the link navigates the user directly to the relevant dashboard page

Quest Map

An interactive citywide map that highlights available quests—such as reporting potholes, completing surveys, or attending local events—color-coded by difficulty and reward value. Residents can filter quests by category, track real-time completion stats, and discover nearby opportunities to engage, making civic participation intuitive and visually compelling.

Requirements

Interactive Quest Map UI
"As a resident, I want to explore a citywide map showing quests so that I can visually discover nearby engagement opportunities and understand their locations."
Description

Develop an intuitive, zoomable city map interface that displays available quests as clickable markers. The map should support pan, zoom, and cluster markers to handle high quest density, ensuring smooth performance and a responsive design across desktop and mobile. Integration with the existing BrightBridge dashboard and mobile portal should allow seamless navigation between map view and individual quest details, improving user engagement by making quest discovery visually compelling and accessible.

Acceptance Criteria
Zoom and Pan Interaction
Given the user loads the quest map, when the user zooms in or out or pans across the city, then the map and quest markers update smoothly within 100ms without performance lag.
Quest Marker Clustering
Given more than 50 quests appear in the current viewport, when markers overlap, then they cluster into a single cluster marker showing the total count, and clicking the cluster zooms in to reveal individual markers.
Navigation to Quest Details
Given the user clicks on a quest marker, when the marker is selected, then the system navigates to the quest detail view within 1 second and preserves the map’s last zoom and pan state when returning.
Mobile Map Responsiveness
Given the user accesses the map on a mobile device, when the screen orientation or size changes, then the map layout adapts without horizontal scrolling, markers remain clickable, and interactions maintain at least 30 FPS.
Real-time Quest Status Updates
Given a quest status changes in the backend, when the change occurs, then the corresponding marker’s color and icon update on the map within 5 seconds to reflect the new status.
Quest Filtering and Categories
"As a resident, I want to filter quests by category, difficulty, and reward so that I can find opportunities that fit my interests and availability."
Description

Implement a robust filtering system that allows users to refine quests by category (e.g., infrastructure, surveys, events), difficulty, reward value, and proximity. Filters should update the map in real time without page reloads and persist user preferences across sessions. This enhances usability by helping users quickly find quests that match their interests, driving participation and satisfaction.

Acceptance Criteria
Category and Difficulty Filter Interaction
Given a user selects one or more quest categories and difficulty levels, when the filters are applied, then the map instantly displays only quests matching those selections without a page reload.
Reward Value and Proximity Filtering
Given a user adjusts the reward value range slider and sets a proximity radius, when the filters update, then the map shows quests within the specified reward range and distance in real time.
User Preference Persistence
Given a returning user with previously saved filter settings, when the user logs back in, then the system automatically restores their last-used filters and updates the map accordingly.
Empty Result Handling
Given applied filters yield no quests, when the map updates, then a clear message appears stating “No quests found” and offers a button to reset filters to defaults.
Real-Time Filter Performance
Given a user modifies multiple filter options in quick succession, when each filter change occurs, then the map refreshes updated quest markers within 500ms and without a full page reload.
Color-Coded Difficulty and Rewards
"As a resident, I want to see quests color-coded by difficulty and reward so that I can quickly identify tasks that match my skill level and interest."
Description

Introduce a color-coding scheme for quest markers indicating difficulty levels and reward values. Each marker should visually differentiate easy, medium, and hard quests, as well as low, medium, and high rewards. The legend explaining the color codes must be clearly displayed on the map. This visual differentiation helps users make quick decisions and encourages engagement by showcasing more rewarding or suitably challenging tasks.

Acceptance Criteria
Map Marker Color Accuracy
Given the map loads successfully, When quests of various difficulty and reward values are displayed, Then each quest marker is colored using the predefined color palette: green for easy, orange for medium, red for hard difficulty, and blue for low, purple for medium, gold for high rewards.
Legend Visibility and Clarity
Given the user opens the Quest Map, When the map interface is rendered, Then the legend is visible in a fixed position, clearly showing each color with its corresponding difficulty and reward label.
Filter Interaction with Color Coding
Given the user applies a difficulty or reward filter, When the filter is active, Then only quest markers matching the selected difficulty or reward colors remain visible, and non-matching markers are hidden.
Accessibility Contrast Compliance
Given the color-coded markers and legend are displayed, When checked against WCAG 2.1 AA standards, Then all colors meet the minimum contrast ratio requirements against the map background and legend background.
Tooltip Information on Hover
Given the user hovers over a quest marker, When the tooltip appears, Then the tooltip border or icon matches the marker’s difficulty or reward color and displays a label indicating the difficulty and reward value.
Real-Time Quest Status Updates
"As a resident, I want live updates on quest availability and completion so that I know which tasks are still open or newly added without refreshing the page."
Description

Build a real-time data feed that updates quest completion status, availability, and new quest postings directly on the Quest Map. Utilize WebSocket or similar technology to push updates instantly, ensuring users always see the current state of citywide engagement opportunities. This reduces confusion, prevents users from attempting already completed quests, and maintains trust through transparency.

Acceptance Criteria
Real-Time Quest Completion Display
Given a resident is viewing the Quest Map, When another user completes a quest, Then the quest’s status indicator updates to “Completed” and its color changes to gray within 2 seconds.
Instant New Quest Posting
Given a city clerk publishes a new quest, When the server pushes the new quest via WebSocket, Then the new quest marker appears on all residents’ maps in the correct location and with the right details within 3 seconds.
Quest Availability Revocation
Given a quest is no longer available, When its availability status changes on the server, Then the quest marker is removed or disabled on all active maps within 2 seconds.
Offline to Online Synchronization
Given a resident was offline for up to 5 minutes, When they reconnect, Then their Quest Map syncs all status changes (new, completed, removed) so that the map reflects the current state without duplicates or missing quests.
Filtered View Real-Time Consistency
Given a resident has applied category or difficulty filters, When quests update in real time, Then only quests matching the applied filters are added, updated, or removed on the map within 2 seconds.
Nearby Quest Notifications
"As a resident, I want to receive notifications about quests near me so that I can take action on local tasks in real time."
Description

Enable geolocation-based notifications that alert users to new or nearby quests when they are within a configurable radius. Notifications should be delivered via mobile push and optional email, customizable by notification frequency and radius settings. This proactive feature increases resident engagement by prompting users about immediate, relevant opportunities to contribute to their community.

Acceptance Criteria
User within configured radius receives push notification
Given the user has enabled geolocation and push notifications and is within their configured radius When a new quest becomes available within that radius Then the system sends a push notification to the user’s mobile device within 30 seconds containing the quest title, location, reward value, and a link to view details
User customizes notification radius
Given the user navigates to the notification settings page When they adjust the notification radius to a new value and save their changes Then the system stores the new radius and uses it for all subsequent geolocation checks and notifications
User customizes notification frequency
Given the user navigates to notification settings When they select a notification frequency option (immediate, hourly digest, daily digest) and confirm their choice Then the system schedules notifications according to the selected frequency, bundling new quests appropriately for hourly or daily digests
User receives email notifications for nearby quests
Given the user has opted into email notifications and provided a valid email address When a new quest appears within the configured radius Then the system sends an email to the user within one hour listing new quests with their details and links to view them
User disables push notifications
Given the user navigates to notification settings When they disable push notifications and save their settings Then the system no longer sends push notifications for any new or nearby quests

Badge Showcase

A personalized profile hub where residents view and organize earned badges, levels, and achievements. Users can share their accomplishments on social media, compare standings with neighbors on leaderboards, and unlock exclusive badge collections, motivating ongoing participation and building community pride.

Requirements

Badge Gallery Display
"As a resident, I want to view my earned badges in an engaging, organized gallery so that I can easily track my achievements and feel motivated to earn more."
Description

Implement a dynamic gallery within the user’s profile hub that showcases all earned badges, levels, and achievements. The gallery should allow sorting by date earned, badge type, and custom categories. It must integrate seamlessly with the existing profile API, fetch badge metadata in real time, and support responsive design for desktop and mobile. The feature will enhance user engagement by providing a visually appealing and organized display of accomplishments, encouraging users to track progress and aspire for new badges.

Acceptance Criteria
Dynamic Badge Gallery Loading
Given a user navigates to their profile hub When the profile hub loads Then the badge gallery displays all earned badges fetched via the profile API within 2 seconds And each badge shows its icon, name, level, and earned date.
Badge Sorting by Date Earned
Given a user views the badge gallery When the user selects "Sort by Date Earned" Then badges reorder in descending order from newest to oldest.
Badge Filtering by Type and Category
Given a user is on the badge gallery When the user selects a badge type or custom category filter Then only badges matching the selected filters are displayed And the selected filter is clearly indicated.
Responsive Design Verification on Mobile and Desktop
Given a user views the badge gallery on desktop or mobile When the screen size changes Then badge gallery layout adjusts appropriately (grid layout on desktop, single-column on mobile) And no badge elements overlap or are cut off.
Real-Time Badge Metadata Update
Given a user earns a new badge When the badge is awarded server-side Then the badge gallery updates in real-time without page refresh And the new badge appears at the top of the gallery sorted by date earned.
Social Media Sharing Integration
"As a resident, I want to share my badges on social media so that I can celebrate achievements with friends and encourage community participation."
Description

Develop a secure integration that enables residents to share individual badges or badge collections directly to social media platforms such as Facebook, Twitter, and LinkedIn. The requirement includes generating shareable images with badge visuals and personalized messages, handling OAuth authentication flows, and ensuring compliance with each platform’s API rate limits and branding guidelines. This feature will amplify user achievements, drive external engagement, and promote BrightBridge within the community.

Acceptance Criteria
Facebook Badge Share
Given a logged-in resident with valid Facebook OAuth credentials, when they select a badge and click 'Share to Facebook', then the Facebook authentication dialog is displayed; and upon successful authentication, a post containing the badge image, badge title, and personalized message is published to the resident's Facebook timeline; and the system logs a 200 OK response.
Twitter Badge Share
Given a logged-in resident with valid Twitter OAuth credentials, when they select a badge and click 'Share to Twitter', then the Twitter authentication dialog is displayed; and upon approval, a tweet is posted containing the badge image, badge name, and up to 280 characters of the personalized message; and the system records the tweet ID and confirms a successful post.
LinkedIn Collection Share
Given a logged-in resident with valid LinkedIn OAuth credentials, when they choose a badge collection and click 'Share to LinkedIn', then the LinkedIn share dialog opens with prefilled image and message; and upon confirmation, a LinkedIn post is created with the correct visual layout and link back to the BrightBridge profile; and the system verifies a successful share via the LinkedIn API response.
Image Generation Verification
When a resident initiates a share to any social media platform, then the system generates a shareable image matching the platform’s size and branding guidelines within 2 seconds, including the correct badge visuals, resident name, and date earned; and the generated image passes automated validation checks for resolution, file format, and watermark placement.
API Rate Limit Handling
Given the integration reaches an API rate limit on Facebook, Twitter, or LinkedIn, when an additional share request is made, then the system returns a user-friendly notification indicating the delay and estimated retry time; and automatically retries the share request after the platform’s rate limit reset period without data loss.
Leaderboard Comparison Panel
"As a resident, I want to see how my badge achievements compare to others in my community so that I can gauge my standing and feel motivated to participate more."
Description

Create a leaderboard component within the profile hub that compares the user’s badge count and levels against neighbors and community averages. It should display rankings, percentile positions, and trend indicators over time. The component must fetch community data via secure API, handle large datasets efficiently, and allow filtering by location or badge category. This feature fosters friendly competition and community pride, motivating users to increase participation.

Acceptance Criteria
Viewing Leaderboard on Profile Hub
Given the user navigates to their profile hub When the Leaderboard Comparison Panel loads Then it displays the top 100 neighbors and the community average with the user’s own rank highlighted
Filtering Leaderboard by Badge Category
Given the user selects a badge category filter When the filter is applied Then the panel updates to show rankings only for that badge category within the selected location
Trend Indicator Over Time
Given the user changes the time range selector When a new range (e.g., 7 days, 30 days) is chosen Then trend indicators display correct rank or badge count movement with up/down arrows
Performance with Large Datasets
Given a community dataset exceeding 100,000 users When the panel initializes Then it renders leaderboard data within 2 seconds and supports lazy loading or pagination without UI lag
Secure API Data Fetch
Given the secure API endpoint requires authentication When the panel requests community data Then the request includes a valid auth token over HTTPS and returns a 200 OK response
Exclusive Badge Unlock Mechanism
"As a resident, I want to unlock special badges when I hit community milestones so that I feel recognized and encouraged to stay engaged."
Description

Implement a reward engine that dynamically unlocks exclusive badge collections based on predefined criteria like milestone achievements, seasonal events, or referral counts. The requirement includes designing a rule-based system for badge eligibility, integrating with the event scheduler, sending unlock notifications, and updating the badge gallery in real time. This mechanism will drive continued engagement by offering periodic incentives and recognizing active participants.

Acceptance Criteria
Unlock Exclusive Badge After Milestone Achievement
Given a user completes 100 service requests, when the milestone is processed by the reward engine, then the exclusive milestone badge is added to the user's badge gallery and a notification is sent within two minutes.
Unlock Seasonal Badge During Summer Festival
Given the current date falls within the Summer Festival event window, when the user logs into the portal, then the seasonal badge is automatically unlocked and visible in the badge gallery without manual trigger.
Unlock Referral Badge Upon Inviting Five Friends
Given a user has five unique referral registrations, when the fifth referral completes signup, then the referral badge appears in the badge gallery and an email notification is dispatched within five minutes.
Real-Time Badge Gallery Update
Given a badge is unlocked, when the unlock event occurs while the user is active on the portal, then the badge gallery refreshes instantly without requiring a page reload.
Badge Unlock Notification Delivery
Given a new badge unlock event, when the unlock is processed, then the user receives both a push notification and an in-app alert within five seconds of the event.
Badge Progress Notifications
"As a resident, I want to receive timely notifications about my badge progress so that I can take action to earn new badges and stay engaged."
Description

Build an in-app notification system that proactively informs residents of their progress towards the next badge level or pending unlockable badges. Notifications should appear on the dashboard, mobile portal, and via email, with actionable links to relevant service requests or activities. The system must support user preferences for notification frequency and channels. This feature keeps users informed and motivated, reducing drop-off and increasing continued participation.

Acceptance Criteria
Dashboard Progress Notification Delivery
Given a resident has reached at least 50% progress towards a new badge When they log in to the BrightBridge web dashboard Then a notification banner appears at the top of the dashboard indicating their current progress and next milestone
Mobile Portal Progress Notification Delivery
Given a resident has enabled mobile notifications and their badge progress has advanced by any measurable increment When the BrightBridge mobile app is running in the foreground or background Then a push notification is triggered displaying the updated progress and an actionable link to the activity page
Email Progress Notification Delivery
Given a resident has opted in for email notifications and their badge progress reaches a new threshold or pending unlockable badge When the threshold is met Then the system sends an email within 5 minutes containing the badge name, progress details, and a direct link to the relevant service request or activity
Actionable Link Functionality in Notifications
Given a notification (in-app or email) is received by the resident When the resident clicks on the 'View Details' link within the notification Then the system navigates them to the specific service request or activity page where they can continue earning the badge
Notification Frequency and Channel Preference Handling
Given a resident has configured their notification preferences for daily or weekly summaries and selected specific channels When multiple badge progress events occur within the configured interval Then the system consolidates these events into a single summary notification delivered according to their chosen schedule and channels

Team Challenge

Allows residents to form or join community teams for collaborative quests—like park cleanups or neighborhood surveys—earning group badges and unlocking collective milestones. Team Challenge fosters social engagement, drives larger impact projects, and rewards cooperation with unique group rewards and recognition.

Requirements

Team Creation and Enrollment
"As a resident, I want to create or join a community team so that I can collaborate with neighbors on local service quests."
Description

Enable residents to create new community teams or join existing ones by selecting a team name, setting a description, and inviting members. This functionality promotes collaboration by providing intuitive UI flows for team formation, member approvals, and management. It integrates seamlessly with BrightBridge’s mobile portal and dashboard, ensuring that staff and users view accurate team rosters and only authorized participants can access team-specific quests and communications.

Acceptance Criteria
Team Creation - New Team Registration
Given a logged-in resident enters a unique team name, description, and at least one valid member email, when they tap the “Create Team” button, then the system creates the team, assigns the resident as founder, and displays the new team in their team list.
Team Creation - Duplicate Name Prevention
Given a resident attempts to create a team using a name that already exists, when they submit the creation form, then the system blocks the creation and displays an error message stating “Team name already in use.”
Joining via Invitation Link
Given a resident receives and clicks a valid team invitation link while logged into the mobile portal, when the team details page loads, then the resident can tap “Join Team” and is added to the team roster with a confirmation notification.
Private Team Member Approval Workflow
Given a resident requests to join a private team, when the team founder reviews pending requests on the dashboard and approves or rejects one, then the requesting resident’s membership status updates accordingly and both parties receive a notification.
Roster Synchronization Across Interfaces
Given any addition or removal of team members, when the change occurs, then both the web dashboard and mobile portal reflect the updated roster within 5 seconds.
Quest Assignment and Progress Tracking
"As a team member, I want to assign quests and track our collective progress so that we can coordinate efforts and measure our impact."
Description

Allow teams to browse, select, and assign available community quests to members, with task checklists and real-time progress indicators. The module displays quest details, deadlines, and individual responsibilities. Integration with the main dashboard ensures clerks can monitor team-led initiatives and offer support, while residents receive automatic updates as they complete tasks.

Acceptance Criteria
Quest Browsing by Team Leader
Given the team leader is logged in and has active team membership, when they navigate to the 'Available Quests' section, then the system displays all unassigned community quests with name, description, deadline, and estimated effort.
Assigning Quest to Team Members
Given a quest is selected and at least two team members exist, when the leader assigns subtasks to specific members, then each member’s dashboard is updated with their assigned tasks and the assignment date.
Tracking Individual Progress
Given tasks are assigned, when a member marks a subtask as completed, then the system updates that task status to 'Completed' and recalculates the quest’s overall progress percentage in real time.
Real-time Status Update Notification
Given a task status changes, when a member updates a subtask, then all team members and assigned clerks receive a push notification containing the quest name, task name, member name, and new status.
Data Synchronization with Clerk Dashboard
Given any quest assignment or progress change, when the change occurs, then the clerks’ main dashboard reflects the updated quest list and statuses within 5 seconds.
Group Badge and Milestone Unlocking
"As a team leader, I want our team to earn badges and reach milestones so that our community contributions are visibly recognized."
Description

Automatically award teams with badges, points, and milestone recognitions upon completing predefined collective goals. This requirement covers the logic for milestone thresholds, badge designs, and notification triggers. Integrated with BrightBridge’s reward system, it enhances motivation and offers visible recognition on profiles and leaderboards.

Acceptance Criteria
Team completes first community quest
Given a team completes its first predefined community quest When the system verifies successful submission Then the system awards the “First Quest” badge, adds the associated points to the team’s total, and logs the milestone completion event.
Team reaches point threshold for Silver badge
Given a team’s cumulative points reach or exceed 100 points When the points threshold is validated Then the system issues the Silver milestone badge, updates the team’s badge count, and records the milestone unlock with timestamp.
Multiple milestones unlocked simultaneously
Given a team’s single action pushes its point total across multiple predefined thresholds When thresholds (e.g., 200 and 300 points) are crossed Then the system awards each corresponding badge in sequence, updates points and milestones individually, and logs separate unlock events for audit.
Badge appears on profile and leaderboard
Given a team has been awarded a new badge When the badge assignment is completed Then the team’s profile displays the badge icon and name, and the leaderboard refreshes within 5 seconds to reflect the new badge and updated standings.
Notification upon badge achievement
Given a badge or milestone is awarded to a team When the award event is confirmed Then all team members receive an in-app notification immediately and an email notification within 2 minutes with details of the achievement.
Real-time Team Chat
"As a team member, I want to chat with my team in real time so that we can quickly coordinate tasks and share updates."
Description

Provide a dedicated messaging channel for each team with features like text chat, file sharing (images, documents), and read receipts. This module ensures efficient two-way communication among team members directly within the mobile app and dashboard. It supports faster coordination, reduces reliance on external messaging tools, and logs discussions for staff oversight.

Acceptance Criteria
Text Message Transmission
Given a team member composes a text message in the team chat input field When the member taps ‘Send’ Then the message is delivered and displayed in the chat window of all online team members within 2 seconds, with correct sender name and timestamp
File Sharing in Chat
Given a team member selects a supported file (image or document) up to 10MB When the member uploads and sends the file Then the file is displayed as an inline preview (for images) or a downloadable link (for documents) for all team members within 5 seconds
Read Receipt Display
Given a message is successfully delivered to a team chat When another team member views the message Then the original sender sees a read receipt indicator (avatar or tick) with the timestamp of viewing within 1 second
Chat History Persistence
Given a team member logs out and logs back into the mobile app or dashboard When the member navigates to the team chat Then the last 100 messages are loaded in chronological order without data loss or duplication
Staff Access to Chat Logs
Given a staff user with oversight privileges logs into the dashboard When the staff user selects a team’s chat logs for the past 30 days Then the full conversation history is displayed and available for export as a CSV or PDF
Team Leaderboard and Recognition Wall
"As a resident, I want to see top-performing teams on a leaderboard so that I can discover active groups and stay motivated."
Description

Display a dynamic leaderboard ranking teams by points earned, quests completed, and badges unlocked. A public recognition wall showcases top performers and recent accomplishments. Integrated with the front-end dashboard and mobile portal, this feature fosters healthy competition and highlights high-impact community efforts.

Acceptance Criteria
Leaderboard Visibility on Web Dashboard
Given a user accesses the web dashboard, when the Team Leaderboard component loads, then it displays the top 10 teams sorted by total points in descending order;Each leaderboard entry shows the team name, total points, number of quests completed, and badges unlocked;The leaderboard auto-refreshes every 5 minutes without requiring a manual page reload
Real-time Leaderboard Updates
Given a team completes a quest and earns points, when the new point total is recorded in the backend, then the leaderboard reflects the updated ranking within 1 minute;No page refresh is required to see the update;The change is visible to all users viewing the leaderboard
Team Details Navigation from Leaderboard
Given a user taps or clicks on a team name within the leaderboard, when the link is activated, then the application navigates to the team’s detail page within 2 seconds;The detail page displays team members, completed quests list, and badges unlocked
Recognition Wall Display on Mobile Portal
Given a resident opens the Recognition Wall on the mobile portal, when data is fetched, then the wall displays the 5 most recent team achievements showing team name, badge icon, and achievement date;Achievements are ordered from newest to oldest
Public Recognition Wall Filtering
Given a user applies a filter by badge type or timeframe on the Recognition Wall, when the filter is selected, then only achievements matching the selected criteria appear;The system resets filters to default on user logout or session timeout
Team Notifications and Alerts
"As a team member, I want to receive alerts about team activities and deadlines so that I never miss important updates."
Description

Implement customizable push and in-app notifications to alert teams about new quests, approaching deadlines, milestone achievements, and team invitations. Notifications can be configured per user preference and ensure timely engagement. This requirement interfaces with BrightBridge’s notification engine to maintain consistency across user communication channels.

Acceptance Criteria
New Quest Assignment Notification
Given a team quest is created and members have push or in-app notifications enabled When the quest is published Then each member receives a push notification within 1 minute that includes quest name, description, and direct link to the quest details
Upcoming Quest Deadline Reminder
Given a team quest has a deadline set When 24 hours remain before the quest deadline Then all team members with deadline reminders enabled receive an in-app notification and email reminder that includes quest title, time remaining, and options to view or request an extension
Milestone Achievement Alert
Given a team completes a quest milestone When the milestone criteria are met Then all team members receive a push and in-app notification within 5 minutes stating the milestone name, completion time, and next objective
Team Invitation Notification
Given an existing team member sends an invitation When the invitation is created Then the invitee receives an in-app notification and email with accept and decline actions, and upon response the team roster is updated with a confirmation notification sent to the inviter
Notification Preference Update
Given a user updates their notification preferences in settings When changes are saved Then only the selected notification types (e.g., new quest alerts, deadline reminders, milestone alerts) are sent to the user and unselected types are suppressed across all channels

Reward Vault

A centralized rewards center where residents redeem accumulated points for tangible benefits such as municipal service discounts, public transit passes, or partner business coupons. The Vault also offers options to donate points to local charities, aligning personal incentives with community well-being and creating a sense of shared purpose.

Requirements

Reward Catalog Integration
"As a resident, I want to browse available rewards with clear categories and point values so that I can choose and redeem the benefits that interest me."
Description

Implement a centralized catalog within the Reward Vault that displays all available rewards, including municipal service discounts, public transit passes, partner business coupons, and charity donation options. The catalog must be searchable, filterable by category, and display point costs and availability. Integration with back-end services ensures real-time inventory updates and accurate point pricing.

Acceptance Criteria
Search Catalog by Keyword
Given the resident is on the Reward Catalog page When they enter a specific keyword (e.g., “public transit pass”) into the search field and initiate the search Then only rewards whose title or description contain that keyword are displayed
Filter Catalog by Category
Given the resident is on the Reward Catalog page When they select a category filter (e.g., “Municipal Service Discounts”) Then the catalog displays only rewards that belong to the selected category and shows the active filter tag
View Point Costs and Availability
Given the catalog is populated with rewards When the resident views each reward item Then the UI displays the required point cost and the current availability status (in stock or out of stock) for every reward
Real-Time Inventory Update
Given another user redeems a reward When inventory changes on the server Then the catalog refreshes within 5 seconds to reflect the updated availability without page reload
Display Charity Donation Option
Given the resident browses the Reward Catalog When a donation reward is available Then it appears in the catalog with a clear label, shows the donation recipient, and displays the required points
Points Redemption Workflow
"As a resident, I want a step-by-step process to redeem my points so that I can be confident my request is completed and receive my reward immediately."
Description

Design and build an intuitive redemption workflow that guides residents through selecting a reward, confirming redemption, and receiving a digital voucher or code. The workflow includes validation of point balance, confirmation screens, and email or in-app notifications upon successful redemption. It should integrate with external partner APIs to generate and deliver unique redemption tokens.

Acceptance Criteria
Reward Selection and Confirmation
Given a resident has sufficient points for a chosen reward When they select the reward and click Confirm on the redemption screen Then the system deducts the correct number of points from the resident’s balance and displays a unique digital voucher code
Insufficient Point Balance Handling
Given a resident’s point balance is lower than the cost of the selected reward When they attempt to confirm redemption Then the system displays an 'Insufficient points' error message and disables the Confirm button
External Partner API Token Generation
Given a resident’s redemption is confirmed When the system calls the external partner API Then the API returns a unique redemption token within 5 seconds and the system logs and displays the token to the resident
Redemption Notification Delivery
Given a redemption transaction is successfully processed When the voucher code is generated Then the system sends an email and an in-app notification within one minute containing the reward details and voucher code
Duplicate Redemption Prevention
Given a resident attempts to submit the same redemption request twice When the second request is received within 60 seconds of the first Then the system identifies it as a duplicate, rejects the second request, and displays a 'Duplicate redemption detected' message
Charity Donation Option
"As a resident, I want to donate my points to local charities so that I can support community causes without needing to spend cash."
Description

Create a feature within the Reward Vault that allows residents to donate their accumulated points to a list of vetted local charities. The interface should show charity descriptions, required point thresholds, and real-time donation tallies. Back-end integration tracks donations and generates receipts for tax purposes. This feature aligns personal incentives with community impact.

Acceptance Criteria
Successful Point Donation
Given a resident has at least the required points, when they confirm a charity donation, then the selected points are deducted from their balance, the charity’s donation tally updates in real-time, and a tax receipt is generated and delivered to the resident.
Insufficient Points Handling
Given a resident has fewer points than the chosen donation amount, when they attempt to donate, then the system displays an error indicating insufficient points and prevents the donation.
Charity Information Display
Given the resident opens the Charity Donation Option, when the list loads, then each charity entry shows name, description, minimum point threshold, and current donation tally.
Real-time Donation Tally Update
Given multiple residents are viewing the charity list, when any resident completes a donation, then all users see the updated donation tally for the affected charity within two seconds.
Donation Receipt Generation
Given a donation is successfully processed, when the backend records the transaction, then a downloadable receipt is available showing charity name, donation date, points donated, and transaction ID.
Real-Time Balance Update
"As a resident, I want to see my point balance update instantly after I redeem or earn points so that I always know how many points I have available."
Description

Provide real-time updates of a resident’s point balance throughout their interaction with the Reward Vault. The balance should refresh after any activity (earning or spending points) without requiring a page reload. WebSocket or polling mechanisms will ensure accuracy, reduce confusion, and reinforce trust in the system.

Acceptance Criteria
Initial Balance Display on Dashboard
Given a resident navigates to the Reward Vault page, when the page loads, then the current point balance is fetched via WebSocket or polling within 2 seconds and displayed correctly without manual reload.
Balance Update After Earning Points
Given a resident completes an activity that awards points, when the transaction is confirmed, then the displayed point balance updates in real-time to reflect the new total within 1 second.
Balance Update After Redeeming Points
Given a resident redeems points for a reward, when the redemption transaction is processed, then the displayed point balance decreases in real-time and the updated balance is accurate to within one point.
Balance Synchronization After External Adjustments
Given an administrator adjusts a resident's point balance outside the resident session, when the adjustment is applied on the server, then the resident’s displayed balance synchronizes automatically on their next interaction within 5 seconds.
Real-Time Balance Recovery After Network Interruption
Given a resident experiences a temporary network disconnection, when the connection is restored, then the real-time balance feed resumes automatically, and the displayed balance refreshes to the current correct value without page reload.
Admin Reward Management
"As a municipal staff member, I want to manage the list of rewards and their point values so that I can keep the catalog up-to-date and relevant."
Description

Develop an administrative interface that allows municipal staff to add, edit, and deactivate rewards in the Vault. Features include setting point costs, defining reward availability dates, uploading digital coupon assets, and viewing redemption analytics. Role-based access control ensures only authorized users can modify rewards.

Acceptance Criteria
Adding a New Reward
Given a municipal staff user with the 'Reward Manager' role, When they enter a valid reward name, description, point cost between 100 and 10,000 points, future availability start and end dates, upload a supported digital coupon file, and click 'Save', Then the system creates the reward, displays it in the Vault list with all entered details, and makes it available for redemption on the specified dates.
Editing an Existing Reward
Given a municipal staff user with the 'Reward Manager' role and an existing reward selected, When they modify one or more fields (name, description, point cost, availability dates, or coupon asset) and click 'Save', Then the system updates the reward details in the Vault list accordingly and displays a confirmation message.
Deactivating a Reward
Given a municipal staff user with the 'Reward Manager' role and an active reward selected, When they click 'Deactivate' and confirm the action, Then the system flags the reward as inactive, removes it from the public redemption list, and preserves its historical redemption data.
Role-Based Access Control Enforcement
Given a user without the 'Reward Manager' role, When they attempt to access the Admin Reward Management interface or perform any create, edit, or deactivate action, Then the system denies access, displays an authorization error message, and hides or disables all modification controls.
Viewing Redemption Analytics
Given a municipal staff user with the 'Reward Manager' role, When they navigate to the Redemption Analytics view and select a date range, Then the system displays the total number of redemptions per reward, a summary chart, and provides an option to export the data as a CSV file.

Survey Sprint

Timed, bite-sized surveys released as limited-time sprints, encouraging quick feedback on emerging issues or local initiatives. Participants race to complete surveys for bonus points, while dynamic leaderboards spotlight top responders. Survey Sprint boosts engagement, collects timely insights, and injects fun into data gathering.

Requirements

Sprint Configuration
"As an administrator, I want to configure the parameters of a Survey Sprint so that I can tailor timeframes, rewards, and participant criteria to collect timely feedback."
Description

Enable administrators to create and define Survey Sprints by specifying time limits, survey content, participant eligibility, bonus point values, and sprint activation windows. This module centralizes sprint setup to ensure flexibility, consistency, and control over survey deployment.

Acceptance Criteria
Sprint Time Window Configuration
Given an admin enters a valid future start date/time and end date/time with end after start on the Sprint Configuration page, when the admin saves, then the system persists the sprint with the specified time window and displays a success confirmation.
Survey Content Selection
Given an admin selects one or more survey questions from the question bank, when the admin saves the sprint, then the sprint is associated only with the selected questions in the defined order and they are displayed in the survey preview.
Participant Eligibility Criteria Setup
Given an admin configures eligibility filters (e.g., location, user role, account age) in the Sprint Configuration, when the admin saves, then only users matching all filters are eligible and receive a participation invitation.
Bonus Point Allocation Configuration
Given an admin assigns a numeric bonus point value within the allowed range, when the admin saves the sprint, then the system records the bonus value and awards the correct bonus points to participants upon survey completion.
Sprint Activation and Deactivation
Given the current date/time falls within the configured activation window, when the admin toggles the sprint to Active, then the sprint goes live, notifications are sent to eligible participants, and the survey becomes accessible; otherwise, the activation toggle remains disabled.
Dynamic Leaderboard Display
"As a resident participant, I want to see my ranking and view the top responders in real time so that I feel motivated to complete surveys quickly."
Description

Provide a real-time leaderboard that ranks participants based on points earned during the sprint. The leaderboard should update continuously, show top responders, and offer filtering options by region or department to foster friendly competition and highlight engagement.

Acceptance Criteria
Continuous Real-Time Ranking Update
Given the Survey Sprint is active and participants earn points when submitting surveys; When a user views the leaderboard; Then the leaderboard automatically refreshes every 5 seconds without requiring a manual page reload and displays updated rankings.
Filtering by Region or Department
Given the leaderboard is displayed; When a user selects a region or department filter; Then the leaderboard immediately updates to show only participants from the selected region or department, maintaining real-time refresh behavior.
Top Responders Highlight
Given the leaderboard rankings are displayed; When the leaderboard is rendered; Then the top three participants are visually distinguished with gold, silver, and bronze badges and color-coded entries.
Responsive Mobile Display
Given a user accesses the leaderboard on a mobile device; When the leaderboard page loads; Then all columns adjust to fit the screen width, entries remain readable, and real-time updates occur without layout issues.
Performance Under High Load
Given up to 1000 concurrent users interact with the leaderboard; When the leaderboard refreshes; Then updates complete within 2 seconds without degradation in user experience or missing data.
Notification & Reminder System
"As a resident, I want to receive timely reminders and notifications about Survey Sprints so that I don’t miss opportunities to earn bonus points."
Description

Implement push notifications, SMS, and email alerts to inform participants about upcoming sprints, countdown reminders during an active sprint, and post-sprint results. This system ensures high participation rates and keeps users engaged throughout the sprint lifecycle.

Acceptance Criteria
Upcoming Sprint Notification Delivery
Given a sprint is scheduled to start in 24 hours and the user has enabled notifications, When the system processes the notification queue, Then a push notification, SMS, and email are sent within 5 minutes of the 24-hour mark to the user with sprint start details.
Countdown Reminder During Active Sprint
Given a sprint is active and the remaining time reaches predefined intervals (e.g., 1 hour, 30 minutes, 10 minutes), When each interval threshold is crossed, Then the system sends a countdown reminder via the user’s preferred channels (push, SMS, email) within 2 minutes of the threshold.
Post-Sprint Results Notification
Given a sprint has ended and results are available, When the results are published, Then the system delivers a summary notification (including participation stats and leaderboard highlights) via push, SMS, and email to all participants within 10 minutes of results publication.
Multi-Channel Delivery and Fallback Mechanism
Given a notification attempt fails on the primary channel, When delivery failure is detected (e.g., push token invalid or SMS undeliverable), Then the system retries on the next channel in the user’s preferences and logs retry attempts, completing delivery within 15 minutes of the first attempt.
User Preference Respect and Opt-Out Handling
Given the user updates notification preferences or opts out via the mobile portal, When the changes are saved, Then all subsequent notifications adhere to the new settings, and no further messages are sent via opted-out channels, verified in the system audit log within 5 minutes.
Gamification & Points Engine
"As a participant, I want to earn and track points and badges for completing surveys quickly so that I feel rewarded and encouraged to engage regularly."
Description

Develop a points calculation engine that assigns, tracks, and displays points for survey completions, bonus answers, and speed. Include rules for point multipliers, streak rewards, and badge achievements to enhance user motivation and retention.

Acceptance Criteria
Assign Points for Survey Completion
Given a user completes a survey within the Sprint window, when the survey is submitted, then the system awards the base points (e.g., 10 points) and updates the user’s total points on their profile.
Apply Speed Bonus Multiplier
Given a user submits all survey responses within the first 2 minutes of starting, when the submission is received, then the system applies the defined speed multiplier (e.g., 1.5×) to the base points before adding them to the user’s total.
Record and Display Streak Rewards
Given a user completes surveys on three consecutive sprint days, when the third day survey is submitted, then the system increments the streak counter, awards the streak bonus (e.g., +5 points), and displays the updated streak count on the user’s dashboard.
Award Badges for Milestones
Given a user reaches a point milestone (e.g., 50, 100, 200 points), when the milestone threshold is crossed, then the corresponding badge should unlock and appear in the user’s achievement gallery with the milestone date.
Real-time Leaderboard Update
Given any participant earns or loses points, when the point change is processed, then the system updates the leaderboard view in real time for all users without requiring a page refresh.
Handle Point Expiration
Given points that exceed the defined expiration period (e.g., 30 days), when the expiration threshold is reached, then the system automatically deducts the expired points from the user’s total and sends a notification detailing the deduction.
Mobile-Responsive Survey Interface
"As a mobile user, I want a streamlined survey interface that works well on my smartphone so that I can participate in sprints whenever and wherever I am."
Description

Design a responsive survey UI that adapts seamlessly to mobile and tablet devices, ensuring quick load times, intuitive navigation, and accessibility compliance. This interface should minimize friction and allow participants to complete surveys on the go.

Acceptance Criteria
Survey Loads on iOS Mobile
Given a user accesses the survey interface on an iOS mobile device using Safari or Chrome, when the survey page is requested, then the page loads fully within 2 seconds over a 4G connection, with no horizontal scrolling and all elements visible.
Interactive Elements on Android Tablet
Given a user interacts with survey questions on an Android tablet, when tapping selection controls (radio buttons, checkboxes, dropdowns), then each element registers the selection within 200ms and provides visual feedback.
Accessibility Compliance Verified on Mobile
Given a user navigates the survey via screen reader on any mobile device, when reading survey question labels and input fields, then all elements have correct ARIA labels and navigation order follows a logical sequence, passing WCAG 2.1 AA audit.
Fast Load Time under Network Throttling
Given a user accesses the survey under simulated 3G network conditions, when the survey loads, then the full UI renders and is interactive within 5 seconds.
Seamless Orientation Change Handling
Given a user rotates the device between portrait and landscape mid-survey, when the orientation changes, then the survey state persists without data loss, and the layout adapts without overlapping elements.
Real-Time Analytics Dashboard
"As an administrator, I want to monitor sprint performance metrics in real time so that I can adjust strategies and report insights to stakeholders promptly."
Description

Offer administrators a live dashboard displaying key metrics such as response rates, average completion time, participant demographics, and sprint performance comparisons. Enable drill-down capabilities and export options for deeper analysis and reporting.

Acceptance Criteria
Dashboard Live Loading Metrics
Given an administrator opens the Real-Time Analytics Dashboard, when new response data is received by the server, then the “Response Rate” widget refreshes automatically within 10 seconds and displays the updated percentage value accurately.
Demographics Drill-Down Function
Given an administrator selects a demographic segment (e.g., age group 18–25) on the demographics chart, then a detailed table appears displaying respondent count and completion rate for that segment, matching backend data with 100% accuracy.
Completion Time Tracking
Given an active Survey Sprint, when an administrator clicks the “Average Completion Time” metric, then a time-series chart displays average completion times per sprint instance, accurate within ±5 seconds.
Sprint Performance Comparison
Given an administrator selects two sprint date ranges for comparison, then the dashboard displays side-by-side performance metrics (response rate, average completion time, participant count) with percentage deltas highlighted.
Export Data to CSV
Given an administrator sets a date range and metric filters, when they click the “Export” button, then a CSV file named “analytics_export_<timestamp>.csv” downloads containing correctly formatted columns for each selected metric and date range.

Quest Alerts

Push notifications and email alerts notifying residents of new or expiring quests in their area, personalized based on past activity and interests. Quest Alerts ensure citizens never miss high-impact opportunities, drive continuous engagement, and keep community members informed about urgent service requests and civic events.

Requirements

Personalized Alert Filtering
"As a resident, I want to receive alerts tailored to my interests and past activity so that I'm only notified about relevant quests."
Description

Implement a filtering engine that leverages resident profiles, past engagement data, declared interests, and geographic location to deliver only the most relevant quest alerts. This component should integrate with the existing user profile service and dynamically update alert eligibility criteria, ensuring high-impact notifications that drive consistent participation and minimize noise. Expected outcomes include improved resident satisfaction and higher engagement rates.

Acceptance Criteria
Initial Alert Filtering on User Registration
Given a new resident completes profile registration with declared interests and location preferences, When a new quest matching at least one declared interest and within the specified location radius is published, Then the resident receives a push notification and email within 60 seconds, and no other non-matching alerts are sent.
Real-Time Alert Delivery on Profile Updates
Given an existing resident updates their interest or geographic preferences, When the update is saved in the profile service, Then all subsequent quest alerts are filtered against the new preferences and delivered or suppressed within 5 minutes.
Geolocation-Specific Quest Notifications
Given a quest is created with a defined service area, When evaluating alert recipients, Then only residents whose saved location falls within the quest’s geographic boundary receive the notification, and residents outside the boundary receive no alert.
Interest-Driven Alert Prioritization
Given multiple active quests match a resident’s profile, When generating alerts for that resident in a 24-hour period, Then the filtering engine ranks quests by interest relevance and past engagement score and delivers the top three highest-scoring alerts.
Frequency Capping to Minimize Noise
Given a resident is eligible for more than five quest alerts in a single week, When counting delivered notifications, Then the system caps alerts at five per week and queues additional relevant quests for the following week without sending excess alerts.
Real-Time Push Notification Delivery
"As a resident, I want to receive immediate push notifications about new or expiring quests so that I can respond promptly to community opportunities."
Description

Develop a real-time push notification system using mobile OS services (iOS APNs, Android FCM) to instantly deliver new or expiring quest alerts. Ensure robust handling of delivery retries, offline queuing, and device token updates. Seamless integration with the Quest Alert scheduling engine will allow immediate resident engagement and timely responses to urgent service requests.

Acceptance Criteria
Device Registration and Token Handling
Given a resident installs and opens the BrightBridge mobile app and logs in, When the app requests a push notification token from the OS, Then the system must register and store the token in the user profile in the backend database and return a confirmation within 2 seconds.
Immediate Notification Delivery for New Quests
Given a new quest is created in the scheduling engine, When the quest status is set to ‘Active’, Then a push notification must be sent via APNs or FCM to all subscribed devices within 1 second of activation.
Notification Delivery Retry Logic
Given a push notification attempt fails with a transient error (e.g., network timeout), When the system detects the failure, Then it must retry delivery up to 3 times at 30-second intervals and log each retry attempt.
Offline Queuing and Deferred Delivery
Given a resident’s device is offline when a notification is sent, When the device comes back online within 24 hours, Then the system must deliver the queued notification and update the delivery timestamp in the logs.
Device Token Update and Notification Continuity
Given a resident’s device token is rotated or refreshed by the OS, When the app sends the updated token to the backend, Then all future notifications must use the new token without interruption, and the old token must be marked inactive.
Email Notification Template Management
"As a city clerk, I want to customize email templates for quest alerts so that notifications align with branding and clear messaging."
Description

Provide an administrative interface for creating, editing, and managing email templates for quest alerts. Include support for personalization tokens (e.g., resident name, quest details), scheduling options, preview functionality, and version control. Integration with the email delivery service ensures consistent branding, clear messaging, and configurable sending times.

Acceptance Criteria
Creating a New Email Template
Given an administrator accesses the Email Template Management page, When they enter a unique template name, subject line, and body content and click Save, Then the new template appears in the template list with correct details and a timestamp.
Editing an Existing Email Template
Given an administrator selects an existing template, When they update the subject line or body content and click Save, Then the system updates the template with the new content and logs a new version number.
Previewing Personalized Content
Given an administrator opens the preview for a template, When they select a sample resident profile, Then the preview displays the email with correct personalization tokens (e.g., resident name, quest details) replaced.
Scheduling Template-Based Notifications
Given an administrator selects a template and schedules a send time, When the scheduled time arrives, Then the system queues the email for delivery at the configured time via the email service.
Version Control and Rollback
Given multiple versions of a template exist, When an administrator selects a previous version and clicks Rollback, Then the system restores the selected version as the current template and logs the rollback event.
User Preference Dashboard
"As a resident, I want to manage my alert preferences so that I control how and when I receive quest notifications."
Description

Build a user-facing preference dashboard within the mobile portal and web interface that allows residents to configure alert channels (push, email), categories of interest, notification frequency, and quiet hours. Persist preferences in the user profile service and apply them in real-time to control which quest alerts are delivered.

Acceptance Criteria
Configuring Alert Channels
Given the user navigates to the User Preference Dashboard, when the user toggles push and email notification channels and clicks Save, then the system persists the channel preferences to the user profile service and displays a success confirmation message.
Interest Category Selection
Given the user views the list of quest categories, when the user selects specific categories of interest and clicks Save, then the system stores these category preferences and subsequent quest alerts only include the chosen categories.
Notification Frequency Setting
Given the user chooses a notification frequency (Immediate, Hourly, Daily) and clicks Save, then the system delivers subsequent quest alerts according to the configured frequency.
Quiet Hours Definition
Given the user defines quiet hours with a start and end time and clicks Save, then the system suppresses all push and email quest alerts during the defined quiet hours window.
Immediate Preference Update Application
Given the user updates any preference (channels, categories, frequency, or quiet hours) and saves changes, then the system applies the updated settings in real-time so that any new quest alerts adhere to the latest preferences immediately.
Alert Analytics and Reporting
"As a city clerk, I want to see analytics on quest alert engagement so that I can optimize notification strategies."
Description

Implement an analytics module that tracks delivery metrics (sent, delivered, failed), open rates, click-through rates, and resident engagement over time. Provide a reporting dashboard for municipal staff to visualize performance trends, segment data by location or interest, and export reports. This insight will enable data-driven optimization of quest alert strategies.

Acceptance Criteria
Track Delivery Metrics per Alert Batch
Given an alert batch is sent, when delivery completes, then the dashboard records sent, delivered, and failed counts for that batch. Given a staff user views the analytics dashboard, then delivery metrics for each batch are displayed within 5 minutes of completion. Recorded metrics match counts in the messaging service logs.
Visualize Engagement Trends Over Time
Given a staff user selects a date range, when the dashboard loads, then open and click-through rates are plotted on a time series chart. Chart updates within 2 seconds of date range selection. Data points reflect weekly aggregated engagement percentages.
Segment Data by Location
Given staff selects a city district or zip code filter, when applied, then all metrics update to reflect only that location. Filter applies within 1 second and displays at least 3 months of data.
Export Custom Reports
Given staff configures filters (date range, location, interest category), when export is triggered, then a CSV file is generated with fields: date, alert type, delivery metrics, open rate, CTR, engagement count. File downloads within 5 seconds and opens without errors in common spreadsheet applications.
Handle Failed Deliveries and Retry Metrics
Given failed deliveries exceed 1% of sent alerts, when the dashboard flags failures, then the system logs retry attempts and displays retry success rate. Retry metrics update within 10 minutes of initial send.

AnomalyGuard

Continuously analyzes water-level, air-quality, and traffic data to detect unusual patterns in real time. When anomalies arise—like sudden spikes or drops—AnomalyGuard immediately flags them, ensuring service teams respond faster and prevent small issues from escalating.

Requirements

Real-time Anomaly Detection
"As a city operations manager, I want the system to detect and flag abnormal sensor readings in real time so that my team can respond immediately to potential issues."
Description

Implement continuous monitoring of water-level, air-quality, and traffic sensors to identify deviations from normal patterns in real time. The system must analyze incoming data streams using statistical and machine learning models to detect sudden spikes or drops, apply smoothing to filter noise, and flag significant anomalies immediately. Integration with the existing BrightBridge data pipeline ensures minimal latency, while modular design allows adding new data sources without major refactoring. This requirement enables faster issue identification, reducing response times and preventing incidents from escalating.

Acceptance Criteria
Water-Level Sudden Spike Detection
Given continuous water-level data stream, when a reading deviates more than 3 standard deviations from the rolling 30-minute average, then the system flags an anomaly and sends an alert within 2 seconds.
Air-Quality Drop Identification
Given air-quality index readings, when the index decreases by more than 20% within a 5-minute window after smoothing, then the system logs the event as an anomaly and updates the dashboard in under 1 second.
Traffic Volume Drop Alert
Given traffic sensor input, when vehicle count falls below the dynamically computed threshold for 3 consecutive readings, then the system triggers an anomaly flag and notifies service teams via the mobile portal.
Pipeline Latency Compliance
Given data ingestion into BrightBridge pipeline, end-to-end anomaly detection processing time must not exceed 500 milliseconds per data batch in 95% of cases.
Modular Data Source Expansion
Given a new sensor data schema, when integrating into the AnomalyGuard module, then no code refactoring beyond configuration changes is required and the anomaly detection functions correctly as per existing thresholds.
Configurable Threshold Management
"As a municipal data analyst, I want to configure detection thresholds for different sensors so that I can fine-tune sensitivity and reduce false positives."
Description

Provide a user interface and backend API for municipal staff to define, adjust, and manage anomaly detection thresholds and sensitivity parameters for each data type (water-level, air-quality, traffic). The configuration should support absolute, relative, and statistical threshold types, include validation to prevent misconfiguration, and allow role-based access controls. Changes should be versioned and auditable, ensuring transparency and ease of rollback. This requirement empowers staff to tailor detection sensitivity to seasonal variances or special events.

Acceptance Criteria
Admin Defines New Absolute Threshold
Given a municipal staff member with ‘Threshold Manager’ role when they input a valid absolute value for water-level anomaly threshold and save it then the system persists the threshold, assigns a new version ID, and displays a confirmation message.
Prevent Overlapping Relative Thresholds
Given an operator configures a relative threshold for air-quality change and attempts to set a new range that overlaps an existing range then the system blocks the configuration, highlights the conflicting ranges, and displays an error indicating the overlap.
Validate Statistical Threshold Parameters
Given a user selects statistical threshold type for traffic volume with mean and standard deviation inputs and submits the form when any value is outside acceptable bounds then the system validates inputs, rejects invalid entries, and provides inline validation messages.
Role-Based Access Enforcement
Given a user without ‘Threshold Manager’ or ‘Administrator’ role tries to access the threshold configuration endpoint then the system returns a 403 Forbidden response and does not expose any threshold data.
Threshold Change Auditing and Rollback
Given an administrator views the audit log after multiple threshold updates when they select a previous version for rollback then the system restores that version as the current configuration, logs the rollback action, and notifies the user of success.
Automated Alert Notification System
"As an on-call technician, I want to receive immediate alerts with relevant details when sensor anomalies occur so that I can take quick corrective action."
Description

Design and implement an alerting infrastructure that dispatches notifications to relevant service teams via email, SMS, and in-app messages when anomalies are detected. Alerts must include contextual data—such as timestamp, location, sensor type, and severity level—and links to the detailed anomaly report. The system should support customizable escalation workflows, retry policies, and integration with third-party incident management tools. This requirement ensures rapid awareness and coordinated responses across teams.

Acceptance Criteria
Email Alert Dispatch
Given an anomaly is detected with severity "High", when the system triggers an alert, then an email is sent within 30 seconds to the assigned service team containing the timestamp, location, sensor type, severity level, and a link to the detailed anomaly report.
SMS Alert Retry Policy
Given an SMS alert fails to deliver due to network error, when the system applies the retry policy, then it retries sending the SMS up to 3 times at 5-minute intervals and logs each retry attempt and final delivery status.
In-App Notification Rendering
Given a user is logged into the mobile portal when an anomaly is detected, when the alert is dispatched, then an in-app notification appears within 5 seconds displaying the timestamp, location, sensor type, severity level, and a tappable link to the detailed anomaly report.
Escalation Workflow Triggering
Given a critical severity alert remains unacknowledged for 15 minutes, when the escalation workflow is triggered according to the customizable rules, then the system sends email and SMS notifications to the on-call manager and logs the escalation event in the audit trail.
Third-Party Tool Integration
Given an anomaly alert is generated, when the third-party incident management integration (e.g., PagerDuty) is active, then the system creates an incident in the tool with mapped fields (timestamp, location, sensor type, severity level, report link) and stores the returned incident ID in the system.
Historical Trend Analysis Module
"As an environmental planner, I want to review historical anomaly trends so that I can identify recurring issues and plan preventive maintenance."
Description

Develop functionality to aggregate and analyze historical sensor data, enabling users to visualize trends over time and compare past anomalies with current events. The module should provide interactive charts, heatmaps, and statistical summaries, and allow filtering by date range, sensor type, and geographic region. Integration with the anomaly detection logs ensures seamless correlation between current alerts and historical context. This requirement provides deeper insights, helping teams understand recurring patterns and plan preventive measures.

Acceptance Criteria
Trend Visualization by Date Range
Given a user selects a start and end date, when the module processes historical sensor data, then the interactive chart displays a continuous trend line for the selected period with correct data aggregation and no visible gaps.
Sensor Type Filtering
Given a user filters by a specific sensor type (water-level, air-quality, or traffic), when the filter is applied, then only data points from the selected sensor type are displayed across charts, heatmaps, and statistical summaries.
Geographic Region Comparison
Given a user selects two or more geographic regions, when the comparison view is activated, then the module displays side-by-side trend charts for each region with distinct color coding, legends, and synchronized time axes.
Correlation with Anomaly Logs
Given a current anomaly alert, when the user views historical trends, then the module highlights past anomaly events on the trend chart and provides clickable markers that open detailed anomaly log entries.
Statistical Summary Export
Given a user generates a statistical summary, when the export action is triggered, then the system produces and downloads a CSV file containing metrics (mean, median, maximum, minimum, standard deviation) for the selected date range, sensor types, and regions.
Anomaly Dashboard Visualization
"As a municipal operations director, I want a centralized dashboard displaying all active and past anomalies so that I can monitor citywide conditions at a glance."
Description

Create a dedicated dashboard within BrightBridge that aggregates real-time and historical anomaly data into intuitive visualizations. The dashboard should feature map overlays marking anomaly locations, severity-based color coding, sortable tables, and heatmaps. Widgets should be drag-and-drop configurable, and users should be able to save and share custom dashboard views. This requirement enhances situational awareness, enabling staff to quickly assess system health and direct resources effectively.

Acceptance Criteria
Initial Anomaly Map Visualization Setup
Given a clerk with valid credentials is viewing the Anomaly Dashboard, when the system pulls real-time data, then all active anomalies are displayed on the map overlay with correct latitude/longitude positions and severity-based color codes (green for low, yellow for medium, red for high).
Dynamic Heatmap Rendering for Selected Data Stream
Given a user selects a specific data stream (water-level or air-quality), when the selection is applied, then the heatmap updates within 2 seconds to reflect historical and real-time anomaly densities using the appropriate color gradient scale.
Drag-and-Drop Widget Configuration
Given the dashboard is in edit mode, when a user drags a widget from the toolbar onto the layout grid, then the widget snaps into the nearest grid cell, and the layout persists after saving.
Save and Share Custom Dashboard View
Given a user has configured a custom dashboard view, when they click ‘Save View’ and enter a name, then the view is stored under their profile and appears in the ‘Saved Views’ menu; when they click ‘Share’ and enter recipient emails, then an email with a dashboard link is sent, granting view-only access.
Sortable Anomaly Data Table Interaction
Given the anomalies table is displayed, when a user clicks the ‘Severity’ column header, then the table sorts anomalies in descending severity order, and clicking again sorts in ascending order, with sorting completed within 1 second.

PredictPulse

Leverages historical sensor trends and machine learning to forecast potential system disruptions or environmental hazards days in advance. PredictPulse enables proactive scheduling of maintenance and resource allocation, minimizing downtime and improving community safety.

Requirements

Historical Sensor Data Aggregation
"As a data engineer, I want to aggregate and preprocess historical sensor data so that predictive models have clean, consistent inputs to generate accurate forecasts."
Description

Aggregate, clean, and normalize historical sensor readings from all integrated sources, ensuring data consistency and storage in an analytics-ready format to support predictive modeling.

Acceptance Criteria
Consolidate Multi-Source Sensor Data Ingestion
Given historical sensor data files from multiple sources When the ETL process executes Then all records are aggregated into a unified table without duplicates
Data Cleansing and Anomaly Detection
Given ingested sensor readings containing invalid or missing values When the cleansing routine runs Then invalid entries are corrected or removed and anomalies are logged for review
Data Normalization to Standard Units
Given sensor readings in varying units When normalization transformations are applied Then all readings are converted to the standard unit with precision of at least two decimal places
Storage in Analytics-Ready Schema
Given cleaned and normalized data When loaded into the data warehouse Then data matches the predefined analytics schema with partitioning by date and sensor type
Verification of Data Consistency Over Time
Given aggregated data for a defined time range When consistency checks run Then no gaps or overlaps exist and the total record count matches expected values
Machine Learning Model Development
"As a data scientist, I want to train and validate machine learning models using historical sensor trends so that the system can forecast potential disruptions with high accuracy."
Description

Develop, train, and validate machine learning models using historical sensor trends to forecast potential system disruptions and environmental hazards with high accuracy.

Acceptance Criteria
Training Data Quality Assessment Scenario
Given the historical sensor dataset contains no more than 5% missing or inconsistent entries, when data preprocessing is executed, then the dataset is cleaned and validated with logging of imputed or removed records.
Model Accuracy Benchmarking Scenario
Given a labeled validation dataset, when the model is evaluated, then the forecasted disruptions achieve at least 90% precision and 85% recall for known system failures.
Real-Time Prediction Latency Scenario
Given a new sensor input stream, when the model generates a disruption forecast, then the end-to-end prediction latency does not exceed 500 milliseconds.
Edge Case Handling Scenario
Given extreme sensor readings outside historical norms, when predictions are generated, then the model flags potential anomalies and avoids false positives above a 2% rate.
Integration with Maintenance Scheduler Scenario
Given a set of forecasted disruptions, when the system triggers maintenance workflows, then the scheduler creates tasks with correct timestamps and priority levels within 1 minute of detection.
Deployment Validation Scenario
Given the model is deployed in production, when comparing one week of forecasts to actual outcomes, then the model maintains a root mean square error (RMSE) below the established threshold of 0.1.
Real-time Data Ingestion Pipeline
"As an operations manager, I want real-time sensor data ingestion so that the predictive models can process current data to forecast disruptions proactively."
Description

Implement a real-time streaming pipeline that ingests live sensor data, processes it for immediate analysis, and feeds it into predictive algorithms without latency.

Acceptance Criteria
High-frequency Sensor Event Processing
Given the pipeline receives 1000 sensor events per second, when processing occurs, then all events are ingested without loss and throughput is maintained at ≥1000 events/sec.
Data Format Validation
Given an incoming sensor message, when it enters the pipeline, then it must conform to the predefined JSON schema and any invalid messages must be logged and filtered out within 100ms.
Latency Threshold Compliance
Given live sensor data ingestion, when data is processed and forwarded to the predictive algorithm, then end-to-end latency shall not exceed 1 second for 99th percentile of events.
Fault Tolerance During Sensor Outages
Given a temporary loss of sensor connectivity, when the pipeline detects a disconnection, then it retries connection up to 5 times, buffers data upon reconnection, and resumes ingestion without data loss.
Data Replay and Backfill
Given a request for backfilling historical sensor data, when the pipeline retrieves stored data, then it replays events in correct chronological order and feeds them to the predictive algorithm within 1 hour of the request.
Alerting and Notification System
"As a city clerk, I want to receive proactive alerts about potential system disruptions so that I can schedule maintenance and inform residents in advance."
Description

Create a configurable alerting mechanism that delivers proactive notifications via dashboard and mobile portal when forecasts exceed defined thresholds, enabling timely response.

Acceptance Criteria
High Temperature Forecast Alert on Dashboard
Given the predicted temperature forecast exceeds the configured threshold, when the system updates the dashboard, then a red banner notification appears displaying 'High Temperature Alert: XX°F predicted for [date]' within 5 seconds of forecast processing.
High Temperature Forecast Push Notification on Mobile
Given the user has 'High Temperature' notifications enabled and the forecast exceeds the threshold, when the system processes the forecast, then a mobile push notification is delivered within 10 seconds containing the correct alert details.
Alert Configuration Update Propagation
Given a municipal staff member updates threshold settings on the dashboard, when they save changes, then the new thresholds are applied immediately and persisted, verified by future alerts using the updated values.
User Alert Preference Modification
Given a clerk modifies their personal alert preferences in the mobile portal, when they save the changes, then subsequent notifications adhere to the updated preferences and exclusion rules.
Notification Retry on Delivery Failure
Given the system fails to deliver a push notification due to a network error, when retry logic is triggered, then the system retries delivery up to 3 times at 30-second intervals and logs each attempt, marking as failed only after all retries.
Maintenance Scheduling Integration
"As a maintenance coordinator, I want predictive maintenance scheduling suggestions so that I can allocate resources efficiently and reduce system downtime."
Description

Design and integrate a scheduling module that uses predictive insights to recommend and automatically generate maintenance tasks, optimizing resource allocation and minimizing downtime.

Acceptance Criteria
Predictive Insight Consumption
Given the predictive model has identified a component with a potential failure within the next 3 days, When the scheduling module receives this insight, Then it displays the component ID, predicted failure date, and confidence level in the maintenance dashboard.
Automated Task Generation
Given a confirmed predictive maintenance insight with specified start and end windows, When the scheduling module processes the insight, Then it automatically generates a maintenance task with correct date/time slots, assigned team, location, and priority based on urgency.
Resource Allocation Optimization
Given a set of overlapping maintenance tasks generated for multiple components, When the scheduling module allocates resources, Then it assigns available personnel and required equipment to each task without conflicts, optimizing for staff availability and skill match.
User Override and Confirmation
Given an automatically generated maintenance task, When a municipal staff user reviews the task in the portal, Then the user can accept, modify (date/time or assigned team), or reject the task, and the system logs the user’s decision and any comments for audit purposes.
Notification and Communication
Given a maintenance task is created, updated, or canceled, When the task status changes, Then the system sends real-time notifications to assigned staff and stakeholders through the mobile portal and dashboard, including task details and any schedule adjustments.

SensorVitals

Provides a live health overview of all connected sensors, displaying battery status, signal strength, calibration needs, and last contact time. SensorVitals reduces unexpected sensor failures by alerting administrators to maintenance needs before data gaps occur.

Requirements

Battery Health Monitoring
"As a system administrator, I want to monitor sensors' battery levels so that I can schedule maintenance before batteries deplete and avoid data gaps."
Description

Provide real-time monitoring of each sensor’s battery status, displaying current charge level, low-battery thresholds, and visual alerts within the SensorVitals dashboard. Integrate periodic battery checks to ensure administrators are notified before power loss can impact data collection. This functionality helps prevent unexpected sensor downtime and reduces maintenance response times.

Acceptance Criteria
Low Battery Threshold Alert
Given a sensor’s battery level falls below the predefined low-battery threshold When the SensorVitals dashboard refreshes Then a visual alert appears next to the sensor and an email notification is sent to administrators
Periodic Battery Check Notification
Given the system has not received battery data from a sensor in the last 24 hours When the periodic battery check runs Then a maintenance notification is generated in the alerts panel and the sensor is highlighted on the dashboard
Battery Status Visualization
Given the SensorVitals dashboard is open When viewing the sensor list Then each sensor displays current battery percentage with color-coded indicators (green, yellow, red) based on defined thresholds and updates in real time
Battery Data Refresh Interval
Given an administrator configures a custom battery data refresh interval When the specified interval elapses Then the dashboard automatically fetches and displays the latest battery levels without manual intervention
Historical Battery Data Access
Given an administrator selects a sensor and opens the history view When navigating to the battery history tab Then the system presents a time-series graph of battery levels for the past 30 days with accurate timestamps
Signal Strength Monitoring
"As a system administrator, I want to track signal strength for each sensor so that I can proactively address connectivity issues before they lead to data loss."
Description

Continuously track and visualize the signal strength of connected sensors, showing metrics like RSSI and link quality. Include real-time indicators and historical trends to help diagnose network connectivity issues. This requirement ensures that weak or intermittent signals are identified early, improving data reliability and reducing troubleshooting efforts.

Acceptance Criteria
Real-Time Signal Strength Alerts
Given a sensor's RSSI falls below the threshold of -80 dBm, When the system polls the sensor, Then an alert banner with sensor ID and current RSSI is displayed on the dashboard within 5 seconds.
Historical Signal Strength Trends Visualization
Given a user selects a sensor on the dashboard, When the user views the historical data, Then the system displays a line chart of RSSI and link quality over the past 24 hours with data points at 5-minute intervals.
Threshold-Based Notification Sending
Given a sensor’s link quality drops below 30%, When the drop is detected, Then the system sends an email notification to the administrator within 2 minutes.
Automatic Data Gap Detection
Given no signal data is received from a sensor for 15 consecutive minutes, When the timeout occurs, Then the system flags the sensor status as 'Disconnected' and logs the event in the audit trail.
Dashboard Performance Under Load
Given 500 sensors reporting signal strength simultaneously, When data is refreshed, Then the dashboard loads updated metrics and visualizations in under 3 seconds.
Alert Notification System
"As a municipal staff member, I want to receive alerts when sensors need attention so that I can respond quickly and maintain continuous monitoring."
Description

Implement a configurable alerting mechanism that notifies administrators via email, SMS, or in-app messages when sensors meet critical conditions (e.g., low battery, poor signal, overdue calibration). Allow customization of alert thresholds and recipient lists. This system ensures timely action on sensor maintenance needs, minimizing service disruptions.

Acceptance Criteria
Low Battery Alert Delivery
Given a sensor’s battery level falls below the configured low-battery threshold When the alert scheduler runs Then an email, SMS, and in-app message are sent to each configured recipient within 5 minutes
Poor Signal Strength Notification
Given a sensor’s signal strength drops below the configured minimum When the monitoring service detects the drop Then notifications are sent via the selected channels and logged in the alert history within 5 minutes
Overdue Calibration Alert
Given a sensor’s time since last calibration exceeds the configured interval When the daily calibration check executes Then an alert is delivered to all recipients and the sensor status is marked as requiring calibration
Custom Threshold Configuration Persistence
Given an administrator updates alert thresholds and recipient lists in settings When the changes are saved and the settings page is reloaded Then the updated thresholds and recipient lists persist and are applied to subsequent alerts
Bulk Notification for Multiple Recipients
Given a list of multiple recipients is configured for an alert type When an alert is triggered Then each recipient receives the notification via their preferred channel and the system records a delivery confirmation for each
Calibration Reminder Workflow
"As a technician, I want automated calibration reminders so that I can perform timely recalibration and ensure sensor data remains accurate."
Description

Automate detection of calibration requirements based on time intervals or usage metrics, and generate reminders for sensor recalibration. Provide scheduling and tracking of calibration tasks within the dashboard, ensuring sensors maintain accuracy over time. This feature helps uphold data quality standards and reduces manual tracking overhead.

Acceptance Criteria
Time-Based Calibration Trigger
Given a sensor has not been calibrated for 90 days, when the system runs the daily calibration check, then a calibration reminder notification is generated and sent to the administrator within 5 minutes
Usage-Based Calibration Trigger
Given a sensor records over 10,000 data points since its last calibration, when the usage threshold is exceeded, then the system creates a calibration reminder and notifies the assigned administrator immediately
Calibration Task Scheduling
Given an administrator receives a calibration reminder, when they select a date and assign a technician in the dashboard, then the calibration task appears on the technician’s schedule with correct date, time, and assignee information
Calibration Completion Tracking
Given a scheduled calibration task, when the assigned technician marks the task as completed, then the system logs the completion date, updates the sensor’s last calibration timestamp, and closes the reminder
Escalated Reminder for Overdue Calibration
Given a calibration task remains incomplete 48 hours after the scheduled date, when the overdue period is reached, then the system escalates the reminder by sending a high-priority notification to the administrator and records the escalation event in the audit log
Last Communication Tracker
"As a system administrator, I want to see when each sensor last communicated so that I can identify and troubleshoot offline sensors promptly."
Description

Record and display the timestamp of the last successful communication for each sensor. Flag sensors that haven’t reported within a configurable timeframe, and visually highlight them on the dashboard. This requirement enables quick identification of offline or malfunctioning sensors, facilitating faster incident response.

Acceptance Criteria
Last Communication Timestamp Display
Given a sensor has successfully communicated at 2025-07-09T10:15:00Z, When the dashboard is viewed, Then the sensor's 'Last Communication' column displays '2025-07-09 10:15:00 UTC'
Offline Sensor Alert Threshold
Given the configurable offline threshold is set to 30 minutes, And a sensor has not reported for 31 minutes, When the dashboard refreshes, Then the sensor is flagged as 'Offline'
Configurable Timeframe Adjustment
Given an administrator sets the 'Offline Threshold' to 1 hour in settings, When the configuration is saved, Then the system applies the new threshold to all sensors and alerts accordingly
Visual Highlight of Offline Sensors
Given a sensor is flagged as 'Offline', When displayed on the dashboard, Then the sensor row is visually highlighted in red with an 'Offline' badge
Real-time Update Mechanism
Given a sensor was offline but reports successfully, When the dashboard receives the new data, Then the 'Offline' flag is removed and the timestamp is updated without manual refresh
Historical Health Reports
"As a manager, I want historical health reports of sensors so that I can review long-term trends and plan proactive maintenance."
Description

Generate downloadable reports detailing historical sensor health metrics, including battery levels, signal strength, and calibration history over customizable date ranges. Offer export options in CSV and PDF formats. These reports provide insights for maintenance planning and compliance documentation.

Acceptance Criteria
Admin requests a 7-day historical sensor health report
Given the admin selects a 7-day date range, when the admin submits the request, then the system generates a downloadable report containing daily battery level, signal strength, and calibration status for each of the last 7 days.
Admin exports sensor health report as CSV
Given a generated report is available, when the admin chooses the CSV export option, then the system provides a properly formatted CSV file (UTF-8 encoded) with columns for date, sensor ID, battery level, signal strength, and calibration history.
Admin exports sensor health report as PDF
Given a generated report is available, when the admin chooses the PDF export option, then the system provides a PDF file with a header, table layout, page numbers, and all historical metrics accurately displayed.
Admin selects a custom date range for sensor health report
Given the admin enters valid start and end dates within system limits, when the admin requests the report, then the system validates the dates and generates a report encompassing all sensor health metrics within the specified range; if dates are invalid, an error message is displayed.
Admin verifies calibration history in the sensor health report
Given a generated report for any date range, when the admin reviews the report content, then each sensor’s calibration events (dates and details) are included in a dedicated section of the report.

FlexiConnect

Offers a guided setup wizard to integrate new sensor types or third-party data feeds in minutes. Users can map custom sensor inputs, define threshold rules, and choose auto-ticketing workflows, making SensorSync Hub adaptable to evolving municipal needs.

Requirements

Guided Setup Wizard Interface
"As a city clerk, I want a guided setup wizard so that I can integrate new sensors or data feeds quickly without manual configuration errors."
Description

A step-by-step wizard that guides users through connecting new sensors or data feeds, selecting data types, mapping fields, and configuring settings, with real-time validation and context-sensitive help to reduce errors and speed up onboarding.

Acceptance Criteria
Sensor Connection Wizard Launch
Given the user accesses the setup wizard, When they select 'Connect New Sensor', Then the wizard advances to the credential input step within 3 seconds
Credentials and Sensor Type Selection
Given the wizard is at the credentials step, When the user provides valid API credentials and chooses a sensor type from the dropdown, Then the system validates credentials and displays associated sensor metadata without errors
Custom Field Mapping
Given the sensor metadata is loaded, When the user maps sensor data fields to dashboard fields, Then each mapping is saved only if both source and target fields are selected, and an error is shown if a field is unmapped
Threshold Rule Definition
Given the user reaches the threshold configuration step, When they define threshold values for data triggers, Then the wizard prevents invalid ranges and confirms valid entries with a success message
Auto-Ticketing Workflow Configuration
Given the user proceeds to workflow settings, When they select auto-ticketing rules, Then the system creates a test ticket upon saving to verify integration with the ticketing system
Custom Sensor Input Mapping
"As a municipal technician, I want to map custom sensor inputs to the dashboard schema so that I can ensure data is correctly interpreted and displayed."
Description

A flexible mapping interface allowing users to define how incoming sensor data fields correspond to BrightBridge data models, including drag-and-drop field mapping, default value assignment, and support for complex data structures.

Acceptance Criteria
Field Mapping via Drag-and-Drop
Given the user opens the mapping interface When the user drags a sensor data field onto a BrightBridge model field Then the system visually connects the fields and saves the mapping
Default Value Assignment for Missing Data
Given a sensor input field has no incoming data When the user assigns a default value in the mapping UI Then the system applies the default value to all new records lacking that sensor field
Complex Nested Data Structure Mapping
Given an incoming JSON payload with nested objects When the user selects a nested field for mapping Then the system allows drilling into subfields and maps the selected nested path correctly
Error Handling for Invalid Field Selection
Given the user attempts to map a sensor field to a non-existent model field When the user drops the field onto the wrong target Then the system prevents the action and displays a descriptive error message
Successful Save of Mapping Configuration
Given the user completes field mappings and clicks Save When the configuration is valid Then the system persists the mapping rules and displays a success notification
Threshold Rule Configuration
"As an operations manager, I want to configure threshold rules for sensor readings so that I receive alerts when conditions exceed safe limits."
Description

An interface for users to define threshold rules for sensor values, including operators, comparison values, and severity levels, with conditional logic support and real-time preview of rule triggers.

Acceptance Criteria
Threshold Rule Creation
Given the user navigates to the Threshold Rule Configuration interface, When they input a sensor type, select an operator, enter a comparison value, choose a severity level, and click “Save,” Then the new rule appears in the rule list with the correct parameters and a confirmation message.
Operator Selection
Given the threshold rule setup form is displayed, When the user clicks the operator dropdown, Then the list includes “equals,” “not equals,” “greater than,” “less than,” “greater than or equal to,” and “less than or equal to,” and the user can select one operator.
Severity Level Assignment
Given a threshold rule is being configured, When the user selects a severity level from the severity dropdown, Then the chosen severity is displayed in the preview area and saved correctly upon rule creation.
Conditional Logic Support
Given multiple threshold rules exist, When the user defines conditional logic (AND/OR) between rules, Then the system validates the logic, displays the combined rule summary accurately, and saves the composite rule.
Real-Time Trigger Preview
Given the threshold rule configuration form is filled out, When the user enters a sample sensor value in the preview section, Then the interface highlights whether the rule would trigger (green for no trigger, red for trigger) in real time.
Auto-Ticketing Workflow Builder
"As a service coordinator, I want to automate ticket creation based on sensor alerts so that issues are tracked and assigned without manual intervention."
Description

A configurable workflow builder that lets users assign automated ticket creation actions based on threshold breaches or data anomalies, including assignment rules, priority settings, and notification templates.

Acceptance Criteria
Threshold Breach Ticket Creation
Given a temperature sensor reading exceeds its configured threshold When the auto-ticketing workflow is active Then the system creates a ticket within 1 minute, assigns it to the 'Maintenance' team, sets priority to 'High', and logs the breach details in the ticket history.
Data Anomaly Alert Workflow
Given a sensor reports data deviating from historical norms by more than 3 standard deviations When the anomaly detection rule is triggered Then an auto-ticket is generated with severity 'Critical', includes anomaly metrics in the description, and sends a push notification to the on-call operator.
Custom Assignment Rule Enforcement
Given a breach event occurs in the 'Downtown' zone When assignment rules map that zone to 'Team A' Then the newly created ticket is assigned to 'Team A' with correct ownership and metadata.
Priority Setting Accuracy
Given threshold breach levels are defined as Minor, Moderate, and Severe When a Minor breach occurs Then the ticket priority is set to 'Low'; when Moderate occurs, 'Medium'; when Severe occurs, 'High', matching the defined mapping.
Notification Template Dispatch
Given notification templates are configured for the workflow When a ticket is auto-created Then the system sends an email and SMS to stakeholders within 2 minutes using the specified templates, including ticket ID and summary.
Third-Party Data Feed Integration
"As a system integrator, I want to connect third-party data feeds so that BrightBridge can leverage external datasets for comprehensive analysis."
Description

Support for integrating external data feeds through REST APIs or MQTT, with authentication options, data polling schedules, error handling, and monitoring dashboards to ensure seamless and reliable data ingestion.

Acceptance Criteria
Scheduled REST API Data Feed Ingestion
Given a REST API endpoint configured with valid authentication, when the scheduled polling interval occurs, then the system successfully retrieves and processes new data entries within 5 seconds without errors and reflects them on the dashboard.
MQTT Sensor Feed Connection
Given an MQTT broker URL and valid TLS credentials configured, when the system initiates a connection, then it subscribes to specified topics and ingests incoming sensor messages in real time without connection drops for at least 1 hour.
Authentication Failure Handling
Given incorrect authentication credentials for a third-party feed, when the system attempts to connect or poll data, then it logs an authentication error, notifies the administrator via alert, and retries connection up to 3 times with exponential backoff.
Data Polling Error Recovery
Given intermittent network failures during data polling, when a data fetch request times out or fails, then the system records the error in the monitoring dashboard, automatically retries the request within 30 seconds, and resumes normal ingestion on success without data loss.
Monitoring Dashboard Feed Status Display
Given multiple integrated data feeds, when an administrator views the monitoring dashboard, then each feed shows real-time connection status, last fetch timestamp, error count, and throughput metrics updated within 1 minute of the last event.

EnviroVista

Delivers rich, customizable visualizations and trend reports across environmental dimensions—water, air, and traffic. EnviroVista helps operations managers and community liaisons understand long-term patterns, communicate insights, and plan targeted interventions.

Requirements

Customizable Dashboard Views
"As an operations manager, I want to configure and save custom dashboard layouts so that I can focus on the environmental metrics most relevant to my team."
Description

The Customizable Dashboard Views requirement ensures users can tailor the dashboard interface by selecting, arranging, and resizing widgets displaying environmental metrics. This feature enhances usability by allowing each user role to prioritize relevant data streams—such as air quality indices, water levels, and traffic congestion—within a single, cohesive view. Integration with existing BrightBridge components will enable real-time data feeds and seamless transitions between views, improving situational awareness and decision-making efficiency.

Acceptance Criteria
Widget Selection and Addition
Given a user in dashboard customization mode, when the user selects a widget from the available list and clicks 'Add', then the selected widget appears on the dashboard at the default position.
Layout Persistence Across Sessions
Given a user has arranged and saved their customized dashboard layout, when the user logs out and logs back in, then the dashboard retains the same widget arrangement and sizes.
Widget Resizing and Save Functionality
Given a user is in customization mode, when the user drags the edge of a widget to resize it and clicks 'Save', then the widget's new dimensions are applied and persist on page reload.
Role-Based Default Dashboard View
Given a user logs in with a specific role (e.g., Operations Manager), when the user accesses the dashboard for the first time, then the system displays the predefined set of widgets associated with that role.
Real-Time Data Feed Integration
Given the dashboard is displaying widgets with live environmental metrics, when new data is received from the real-time feed, then each widget updates its displayed value within 5 seconds without requiring a manual refresh.
Historical Data Trend Analysis
"As a community liaison, I want to view historical environmental data trends so that I can identify long-term patterns and support data-driven decisions."
Description

The Historical Data Trend Analysis requirement provides interactive tools for analyzing multi-year environmental datasets across water, air, and traffic dimensions. Users can apply filters, select date ranges, and compare different time periods to identify long-term trends and anomalies. Visualization options—such as line charts, heat maps, and histograms—will support deep dives into pattern recognition, facilitating targeted interventions and strategic planning. This capability leverages the platform’s data warehouse and analytics engine to deliver fast query responses and intuitive controls.

Acceptance Criteria
Custom Date Range Filter Application
Given the user selects a valid start and end date within the dataset range, when they apply the filter, then only records within the specified date range are retrieved and displayed; The system updates all visualizations within 2 seconds of filter application; Data points outside the selected range are excluded from every chart.
Comparison of Two Time Periods
Given the user selects two non-overlapping date ranges, when they enable the period comparison mode, then the system displays side-by-side charts for each period with distinct color coding; Percentage change and absolute difference are annotated on the comparison view; Comparison results match dataset calculations with less than 0.1% variance.
Switching Visualization Types
Given the dataset is loaded, when the user switches between line chart, heat map, and histogram, then the system renders the chosen visualization correctly with proper axis labels and legends; Visualization switch completes within 1 second; No rendering glitches or data mismatches occur during the transition.
Anomaly Detection Highlighting
Given the user activates anomaly detection with a threshold of three standard deviations, when the analysis runs, then outlier points are highlighted in red on the visualization with tooltip details showing the deviation value; Anomalies are correctly identified based on statistical threshold settings.
Performance with Large Dataset
Given a dataset of up to 5 million records, when a user applies filters and generates a visualization, then query results return and render within 3 seconds; CPU utilization remains below 70% during processing; No timeouts, errors, or system crashes occur under load.
Interactive Map Overlays
"As an operations manager, I want to overlay environmental data on city maps so that I can visualize spatial correlations and hotspots."
Description

The Interactive Map Overlays requirement introduces geospatial visualization layers that plot environmental data points—such as pollutant concentrations, water level sensors, and traffic flow metrics—on city maps. Users can toggle layers on and off, adjust opacity, and apply clustering algorithms to manage data density. Integration with GIS services will enable dynamic map interactions like zooming and panning, while real-time data feeds ensure the map reflects current conditions. This spatial context helps teams pinpoint hotspots and coordinate localized responses.

Acceptance Criteria
Layer Toggle Interaction
Given the user is on the EnviroVista map view with pollutant, water level, and traffic layers available When the user toggles the pollutant concentration layer on Then the pollutant layer is rendered on the map correctly within 2 seconds and reflects accurate geospatial positions
Layer Opacity Adjustment
Given the user has one or more layers displayed When the user moves the opacity slider to a specified percentage Then the layer’s opacity updates in real-time to match the selected percentage with no more than 100ms delay
Data Point Clustering
Given the pollutant layer has over 500 data points visible When the user enables clustering Then data points group into clusters labeled with point counts, and clicking a cluster expands it into individual points at the current zoom level
Live Data Feed Update
Given the map is loaded with initial data When a new environmental data point arrives via the real-time feed Then the new point marker appears on the map within 1 second without a full map reload
Zoom and Pan Functionality
Given the user is viewing the map at any zoom level When the user zooms in, zooms out, or pans the map Then map tiles and overlay layers update smoothly within 300ms, maintaining accurate alignment with underlying GIS data
Automated Alert Generation
"As a community liaison, I want to receive automated alerts when environmental thresholds are exceeded so that I can respond promptly to issues."
Description

The Automated Alert Generation requirement implements a rule-based engine that monitors environmental metrics against user-defined thresholds. When metrics—for example, air quality index, nitrate levels, or vehicle count—exceed set limits, the system automatically generates and sends alerts via email, SMS, or in-app notifications. Administrators can configure alert rules per metric and threshold, including frequency and severity levels. This feature ensures timely responses to environmental incidents and supports compliance with regulatory standards.

Acceptance Criteria
Air Quality Index Exceeds Threshold
Given an administrator has set the air quality index threshold to 100 When the real-time AQI reading rises above 100 Then the system must send an email, SMS, and in-app notification to all subscribed users within one minute And the notification must include the metric name, current AQI value, threshold value, and timestamp of the breach
Nitrate Levels Cross Limit
Given a nitrate threshold of 10 mg/L is configured by an administrator When the real-time nitrate reading exceeds 10 mg/L Then the system triggers an alert via email and in-app notification And includes the metric name, current nitrate value, limit, and sensor location in the notification
Vehicle Count Spike Alert
Given a vehicle count threshold of 200 vehicles/hour is configured When the hourly vehicle count exceeds 200 Then the system sends an SMS and in-app notification to operations managers within two minutes And the alert message contains the metric name, current count, threshold, and affected area
Frequency Limit for Alert Generation
Given an alert frequency cap of three notifications per day per metric is set When threshold breaches occur more than three times in a single day for the same metric Then the system must suppress further notifications for that metric until the next day And log all suppressed events for administrator review
Severity Level Escalation
Given severity levels (low, medium, high) are defined for alert thresholds When a metric breach is classified as high severity Then the system must escalate delivery by sending email, SMS, and push notifications marked as high priority within 30 seconds And include instructions for immediate response
Exportable Report Builder
"As a city clerk, I want to generate and export customized environmental reports so that I can share insights with stakeholders."
Description

The Exportable Report Builder requirement allows users to compile custom environmental reports by selecting parameters, metrics, and visualization elements from EnviroVista. Users can choose report formats—such as PDF, CSV, or PowerPoint—and schedule automated deliverables to stakeholders. The report builder integrates with the platform’s data export API and templating engine to provide consistent branding and formatting. This requirement enhances transparency and simplifies sharing of insights with community members and decision-makers.

Acceptance Criteria
PDF Report Generation with Custom Parameters
Given a user selects at least one parameter and one metric and chooses PDF as the export format When the user clicks "Generate Report" Then the system compiles the report within 30 seconds, applies the selected visualization elements, and initiates a PDF download
Scheduled CSV Report Delivery
Given a user configures a daily schedule at 8 AM for CSV exports of water quality metrics When 8 AM arrives on the next day Then the system automatically generates the report and emails it to the specified stakeholder list, with the correct attached CSV file and subject line
PowerPoint Report with Embedded Charts
Given a user selects a trend chart visualization and PowerPoint format When the user generates the report Then the PPTX file includes the chart on a slide with a title matching the metric name and data values accurately reflected in the chart
Report Template with Custom Branding
Given a user has uploaded a custom logo and selected a color theme for reports When any report is generated in any format Then the output includes the logo in the header, applies the chosen color theme to charts and text, and matches the template layout
Large Dataset Export Performance
Given a user requests a report with over 10,000 data points in CSV format When the user initiates the export Then the report is available for download within 2 minutes and the resulting file is free of data truncation or corruption

TicketFlow

Automatically generates and prioritizes service tickets based on sensor alerts. TicketFlow assigns categories, routes tasks to appropriate teams, and includes contextual sensor readings, streamlining workflow and ensuring rapid resolution of critical incidents.

Requirements

Sensor-Based Ticket Generation
"As a city clerk, I want the system to generate tickets from sensor alerts automatically so that I can promptly address issues without manual ticket creation."
Description

Automatically detect sensor alerts and generate service tickets in real time, reducing manual intervention and ensuring no critical incident is overlooked. This requirement integrates with the sensor network API to ingest alerts, normalize data formats, and create tickets with initial metadata for rapid response tracking.

Acceptance Criteria
Real-Time Alert Ingestion
Given a sensor sends an alert via the API, when the system receives the alert, then a new service ticket is created within 5 seconds.
Sensor Data Normalization
Given an alert payload with varied timestamp formats and units, when data ingestion occurs, then the system normalizes timestamps to ISO 8601 and units to standardized values.
Initial Metadata Population
Given a new ticket generated from a sensor alert, when the ticket is created, then the ticket metadata includes sensor ID, alert type, timestamp, and geolocation.
Ticket Prioritization and Routing
Given a critical level sensor alert, when the ticket is generated, then the system assigns \u2018High\u2019 priority and routes the ticket to the \u2018Emergency Response Team\u2019.
API Failure Handling
Given the sensor API endpoint is unreachable, when the system attempts to ingest alerts, then the system retries up to 3 times and logs an error after failures without creating duplicate tickets.
Automated Priority Assignment
"As a municipal manager, I want the system to assign priorities automatically so that the most urgent issues are resolved first."
Description

Analyze incoming sensor alerts based on predefined rules and historical data to assign priority levels (e.g., Critical, High, Medium, Low) automatically. This feature ensures critical incidents are flagged and addressed first, optimizing resource allocation and improving response times.

Acceptance Criteria
High-Severity Alert Processing
Given a sensor alert indicating smoke concentration above the critical threshold When the alert is ingested by TicketFlow Then the system assigns a “Critical” priority level within 2 seconds and routes the ticket to the emergency response team
Low-Severity Alert Processing
Given a sensor alert indicating temperature variation within normal limits When the alert is processed Then the system assigns a “Low” priority level and schedules the ticket for routine review within the next business day
Unclassified Sensor Alert Fallback
Given a sensor alert with incomplete or missing rule mappings When automated analysis is performed Then the system assigns a “Medium” priority by default and flags the ticket for manual review by a supervisor
Historical Data Trend Analysis
Given incoming alerts from the same sensor in the past 24 hours When multiple alerts show a rising trend in severity Then the system escalates the latest ticket’s priority by one level above the rule-based assignment
Manual Override After Automated Assignment
Given an automated priority assignment has been applied When a municipal staff member manually sets a different priority Then the system logs the change, prevents further automated overrides, and notifies relevant team members of the update
Contextual Data Attachment
"As a field technician, I want relevant sensor data attached to each ticket so that I can understand the situation before I arrive and bring the right equipment."
Description

Attach contextual sensor readings and environmental data (e.g., temperature, humidity, vibration levels) to each ticket. This enhances the information available to response teams, enabling them to assess the situation accurately and prepare appropriate tools and resources before arriving on site.

Acceptance Criteria
Dashboard Ticket Sensor Data Display
Given a ticket is generated by TicketFlow from a sensor alert When a clerk views the ticket in the real-time dashboard Then the ticket displays attached contextual data including temperature (°C/°F), humidity (%), and vibration level (Hz) with timestamps matching the alert time
Mobile Portal Sensor Data Access
Given a municipal staff member accesses a ticket via the mobile portal When viewing the ticket details Then the contextual sensor readings are listed under a 'Sensor Data' section, correctly formatted, with timestamps, and available offline after initial load
Sensor Data Accuracy Verification
Given sensor data is attached to a ticket When reviewed by a response team member Then the data values match the source sensor records within a margin of error of ±2% and include a verification status indicator
Contextual Data in Notification
Given a ticket is assigned to a response team When the team receives a ticket notification Then the notification includes a summary of critical sensor readings and a direct link to the full contextual data in the portal
Data Attachment Failure Handling
Given a sensor data import fails during ticket creation When TicketFlow retries attachment Then the system attempts up to three retries, logs each failure, and if unsuccessful marks the ticket with 'Data Pending' status and notifies the clerk
Dynamic Team Routing
"As a dispatcher, I want tickets routed automatically to the right team so that incidents are handled by specialized personnel without manual reassignments."
Description

Route tickets to the appropriate response team or department based on category, location, and resource availability. Leverage organizational mapping and team schedules to ensure tickets are assigned to the best-qualified team, minimizing delays and overlap of efforts.

Acceptance Criteria
High-Priority Incident Routing
Given a sensor alert labeled ‘critical’, When the TicketFlow system generates a ticket, Then the ticket must be automatically assigned to the specialized Critical Response Team within 2 minutes of creation.
Off-Hours Emergency Assignment
Given a service request created outside standard operating hours, When no regular team is available, Then the system must route the ticket to the designated After-Hours Emergency Team and notify its members via SMS within 1 minute.
Resource Availability Conflict
Given multiple tickets are queued and a team’s active assignments exceed its member capacity, When a new ticket matches that team’s category, Then the system must reassign the ticket to the next-qualified team with available resources and log the reassignment reason.
Location-Based Dispatch
Given a service ticket with geographic coordinates, When determining routing, Then the ticket must be assigned to the response team responsible for the incident’s administrative district as defined in the organizational map.
Team Schedule Overlap Prevention
Given two teams have overlapping schedules for the same service category, When a ticket is generated, Then the system must detect the overlap and assign the ticket to the team with the earliest available start time and notify the other team of the unassigned ticket.
Alert Escalation Workflow
"As a supervisor, I want unaddressed critical tickets escalated automatically so that outstanding issues do not go unnoticed and are resolved promptly."
Description

Implement an escalation workflow that reassigns and notifies higher-level staff if a ticket remains unaddressed after a configurable threshold. Include multi-channel notifications (email, SMS, in-app) to ensure visibility and timely follow-up on unresolved critical incidents.

Acceptance Criteria
Threshold-Based Escalation Trigger
Given a service ticket remains in 'New' status beyond the configured escalation threshold, When the threshold duration elapses, Then the system automatically escalates the ticket to the next higher-level staff team.
Assignment Re-routing Verification
Given a ticket escalates, When escalation is triggered, Then the ticket’s ownership is reassigned from the original assignee group to the designated escalation group.
Multi-Channel Notification Delivery
Given a ticket has been escalated, When escalation occurs, Then notifications are sent via email, SMS, and in-app push to all members of the escalation group within one minute.
Configurable Threshold Adjustment
Given an administrator updates the escalation threshold in system settings, When new tickets remain unaddressed after the updated threshold, Then they are escalated based on the new value.
Notification Retry Mechanism
Given a notification attempt fails (e.g., SMS gateway timeout), When failure occurs, Then the system retries sending the notification up to three times at five-minute intervals and logs each retry attempt.
Escalation Audit Logging
Given a ticket escalates, When escalation completes, Then an audit log entry is created capturing ticket ID, previous assignee, new assignee, timestamp, and notification channels used.

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BrightBridge Revolutionizes Municipal Service Management with Real-Time Dashboard and Mobile Portal Launch

Imagined Press Article

CITYVILLE, July 9, 2025 – Today marks the official global launch of BrightBridge, an innovative service management solution designed to empower city clerks and municipal staff to streamline service request workflows, accelerate response times, and enhance resident satisfaction. By combining a real-time dashboard, a fully integrated mobile portal, and instant two-way messaging, BrightBridge transforms how local governments engage with citizens and manage service deliveries. Introduction BrightBridge addresses a critical challenge faced by municipalities worldwide: the growing volume of resident service requests overwhelming traditional systems. From pothole repairs and broken streetlights to community event coordination, city staff often struggle to triage, assign, and monitor tasks effectively. BrightBridge bridges the gap by providing an intuitive dashboard for Service Coordinators, a powerful mobile interface for Field Technicians, and seamless two-way messaging capabilities for Community Liaisons—all working in concert to reduce confusion, prevent missed deadlines, and double resident engagement. Key Features and Benefits • Real-Time Dashboard: Service Coordinators can view incoming requests in a unified interface, filter by priority level, department, or location, and assign tasks instantly. Smart Thresholds ensure dynamic SLA tracking, while the Smart Triage Engine automatically categorizes new requests for rapid routing. • Mobile Portal for Field Technicians: Technicians receive assignments on their smartphones or tablets, update status in the field, add photos or comments, and close tickets upon completion. Integrated mapping and routing minimize travel time, increasing on-site efficiency. • Instant Two-Way Messaging: Residents and staff communicate directly through a secure chat platform. LanguageFlex Chat offers real-time translation between English and Spanish, expanding accessibility and reducing misunderstandings. • Live Status Updates: Automated notifications keep residents informed at every milestone—from ticket creation to resolution—eliminating the need for manual follow-ups and reducing inquiry volumes by up to 40%. • Analytics and Insights: Operations Managers access Compliance Insights dashboards to track SLA adherence, identify bottlenecks, and make data-driven decisions that optimize resource allocation. “BrightBridge represents a significant leap forward in municipal service delivery,” said Jane Mitchell, CEO of BrightBridge Inc. “By offering a unified platform that connects clerks, technicians, and residents in real time, we’re empowering local governments to operate more transparently, efficiently, and responsively. We believe this will transform public trust and drive higher engagement across communities.” User Impact and Early Adoption Pilot programs in three mid-sized U.S. cities—Riverbend, Oakwood, and Lakeshore—have demonstrated measurable improvements. Service Coordinators at Riverbend reported a 50% reduction in ticket backlog within two months of implementation. Field Technicians in Oakwood experienced a 30% increase in daily resolutions thanks to the mobile portal’s intuitive design. Community Liaison teams in Lakeshore saw resident engagement double through proactive messaging and automated follow-ups. “BrightBridge’s intuitive dashboard made it effortless for our team to prioritize urgent issues and escalate risks before SLA breaches,” said Carlos Ruiz, Service Coordinator, Riverbend Public Works. “Our residents appreciate the transparency and speed of communication. We’ve never had happier citizens.” Technical Security and Integration Designed with enterprise-grade security, BrightBridge encrypts data in transit and at rest, ensuring compliance with municipal data protection policies. Integration Isabel, Head of IT Integration at BrightBridge, explained, “Our platform’s open API framework and FlexiConnect wizard allow seamless integration with legacy financial, GIS, or public safety systems. Municipal IT teams can deploy BrightBridge in days, not months, without sacrificing data continuity.” Availability and Pricing BrightBridge is available immediately, with flexible subscription tiers based on user count and functionality. Municipalities can opt for a Standard package—featuring dashboard, mobile portal, and messaging—or the Premium package, which includes advanced analytics, AR Expert Assist for technicians, and automation via Workflow Builder. About BrightBridge Inc. BrightBridge Inc. is a leading provider of municipal software solutions dedicated to modernizing public service delivery. Combining deep domain expertise with cutting-edge technology, BrightBridge partners with city governments to build trust, drive operational excellence, and foster community engagement. Contact Information Media Inquiries: Sarah Lopez Director of Communications, BrightBridge Inc. Email: sarah.lopez@brightbridge.com Phone: (555) 123-4567 Customer and Sales Inquiries: BrightBridge Sales Team Email: sales@brightbridge.com Phone: (555) 987-6543 ###

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BrightBridge Unveils AI-Powered Breach Predictor to Preempt Municipal SLA Violations

Imagined Press Article

CITYVILLE, July 9, 2025 – BrightBridge, the industry-leading municipal service management platform, today announced the expansion of its AI-driven feature set with the introduction of Breach Predictor. Leveraging advanced machine learning models, Breach Predictor forecasts potential service-level agreement (SLA) breaches hours or even days in advance, empowering municipalities to proactively allocate resources and prevent missed deadlines. Introduction Service-level adherence is a critical measure of municipal performance, impacting resident trust, regulatory compliance, and operational budgets. Traditional SLA monitoring tools alert teams only after deadlines have been missed or are imminent, leaving little time for corrective action. BrightBridge’s Breach Predictor changes the game by analyzing historical data, current workloads, sensor inputs, and external factors to identify at-risk tickets before they escalate. How Breach Predictor Works • Data Aggregation: The feature ingests data across multiple channels—service request logs, sensor telemetry via SensorSync Hub, escalations, and historical SLA records—to develop a comprehensive performance baseline. • Machine Learning Modeling: Utilizing time-series forecasting and anomaly detection algorithms, Breach Predictor compares live ticket trajectories against patterns of past breaches under similar circumstances. • Real-Time Alerts: When a ticket is flagged as high-risk, the Escalation Hub triggers automated reminders to responsible stakeholders, while sending push notifications to field technicians and supervisors. • Dashboard Integration: Compliance Insights dashboards now include a “Breach Forecast” widget, displaying the number of at-risk tickets, probability scores, and recommended mitigation actions. Quote from Leadership “Our clients repeatedly asked for a way to see SLA risks before they become urgent issues,” said Dr. Naveen Patel, Chief Technology Officer at BrightBridge. “Breach Predictor delivers predictive intelligence directly to the people who need it, ensuring teams can jump into action with ample lead time. This proactive approach helps municipalities uphold service commitments and maintain positive citizen relations.” Pilot Program Success In a recent pilot with the City of Greenwood, BrightBridge’s Breach Predictor identified 85 potential SLA breaches over a three-week period. By redistributing tasks and adding temporary field crews, the city prevented 78 of those breaches, improving overall SLA compliance by 22%. “Breach Predictor gave us unprecedented foresight,” said Emily Chen, Operations Manager, Greenwood Public Services. “We could see which requests were trending toward breach, reassign resources, and keep service levels high. The impact on our resident satisfaction scores was immediate.” Technical and Security Details Breach Predictor operates within BrightBridge’s secure cloud environment, complying with ISO 27001 and SOC 2 Type II standards. All data processing occurs over encrypted channels, and role-based access controls ensure only authorized personnel view sensitive analytics. Availability Breach Predictor will be available to Premium subscribers starting August 2025. Existing customers can schedule demonstrations or upgrade their plans through BrightBridge’s customer portal. About BrightBridge Inc. BrightBridge Inc. transforms the way municipalities manage service requests and resident engagement. With a robust suite of tools—from real-time dashboards to predictive analytics—BrightBridge enables local governments to operate efficiently, transparently, and proactively. Media Contact: Sarah Lopez Director of Communications, BrightBridge Inc. Email: sarah.lopez@brightbridge.com Phone: (555) 123-4567 Sales Contact: BrightBridge Sales Team Email: sales@brightbridge.com Phone: (555) 987-6543 ###

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BrightBridge Enhances Community Engagement with LanguageFlex Chat and GeoTarget Pinpoint Updates

Imagined Press Article

CITYVILLE, July 9, 2025 – BrightBridge, the leading municipal service management platform, today released major enhancements to its resident engagement toolkit, including upgrades to LanguageFlex Chat and the introduction of GeoTarget Pinpoint. These features aim to enhance accessibility, precision targeting, and resident satisfaction by enabling seamless multilingual communication and hyper-local notifications. The Importance of Inclusive Communication Effective citizen engagement hinges on clear, timely, and personalized communication. In cities with diverse populations, language barriers can undermine trust and slow resolution times. At the same time, broad notifications often flood unaffected residents with irrelevant alerts, reducing overall engagement. BrightBridge’s latest enhancements tackle these challenges head-on. Feature Enhancements 1. LanguageFlex Chat Upgrades • Multilingual Expansion: Beyond English and Spanish, BrightBridge now supports Portuguese, Vietnamese, and Arabic in real time, ensuring a broader demographic can access services without friction. • Context Retention: The system maintains conversation context when switching languages, so no information is lost during translation. • Voice Integration: LanguageFlex now integrates with VoiceBridge Mode, enabling residents to speak in their preferred language and receive translated text or audio responses. 2. GeoTarget Pinpoint Introduction • Custom Boundary Drawing: Clerks can draw precise polygon shapes on the interactive map to select neighborhoods, streets, or even individual blocks. • Smart Delivery Rules: Messages are automatically routed to residents within those custom boundaries via SMS, email, or push notifications, leveraging OmniChannel Sync for maximum reach. • Delivery Analytics: Performance Insights now include geo-filters that display open rates, click-throughs, and response times by area, helping Community Liaisons refine targeting strategies. Use Case and Early Success In a recent deployment for the City of Meadowbrook, BrightBridge’s GeoTarget Pinpoint enabled the utilities department to alert only the 200 households directly affected by a water main repair. This targeted approach reduced unnecessary calls to the city hotline by 65% and increased engagement rate among impacted residents by 120%. “Integrating both LanguageFlex and GeoTarget allows us to reach non-English speakers in the exact zones where maintenance work occurs,” said Maria Santos, Community Liaison Manager, Meadowbrook City Council. “Residents feel seen, informed, and respected. We’re not flooding everyone—we’re speaking directly to those who need the information.” Quote from CTO “Expanding our multilingual capabilities and adding hyper-local targeting reflects our commitment to inclusive and efficient civic communication,” said Dr. Naveen Patel, CTO of BrightBridge. “By ensuring messages are delivered in the right language, at the right time, to the right people, municipalities can build trust and drive higher participation in local initiatives.” Security and Privacy BrightBridge’s enhancements adhere to GDPR, CCPA, and local data privacy regulations. Resident opt-in preferences are recorded and managed centrally, ensuring communications respect user choices. GeoTarget Pinpoint uses anonymized location data by default, with precise boundaries applied only to opted-in recipients. Availability and Next Steps LanguageFlex Chat upgrades and GeoTarget Pinpoint are available immediately to all BrightBridge Premium customers at no additional cost. Municipalities can schedule training sessions and access updated documentation through the BrightBridge support portal. About BrightBridge Inc. BrightBridge Inc. partners with local governments to modernize public service delivery and resident engagement. By leveraging cutting-edge technology and user-centric design, BrightBridge provides a unified platform that enhances transparency, operational efficiency, and community trust. Media Relations: Sarah Lopez Director of Communications, BrightBridge Inc. Email: sarah.lopez@brightbridge.com Phone: (555) 123-4567 Customer Support and Training: BrightBridge Support Team Email: support@brightbridge.com Phone: (555) 555-1212 ###

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