1.1 Executive Summary

EG Flow is a cloud-based multi-tenant system designed for Nordic utility companies to automate invoice processing, rendering, and multi-channel delivery. The system supports multiple vendor XML formats from existing billing systems and delivers invoices through various channels including postal mail, email, and future digital mailboxes.

Strategic Context - Nordic Utilities Market:

The Nordic electricity and district heating market is characterized by:

• High digitalization: 95%+ of Swedish households have internet access
• Regulatory complexity: GDPR, Swedish Data Protection Law, energy market regulations
• Seasonal peaks: Invoice volumes concentrate in heating season (Oct-Mar)
• Multi-vendor landscape: Utilities use diverse billing systems (Telinet, Karlskoga, Zynergy, etc.)
• Print partner ecosystem: Established relationships with 21G and other postal services
• Customer expectations: Fast delivery, digital options, environmental consciousness

Primary Business Goals:

1. Reduce time-to-market for new utility company onboarding (weeks → days)
2. Automate invoice processing from batch upload to delivery (days → hours)
3. Support multi-vendor integration without custom development per client
4. Enable flexible delivery channels with automatic fallback mechanisms
5. Ensure regulatory compliance (GDPR, data residency, audit requirements)
6. Provide operational visibility with real-time batch status and metrics

Target Users:

• Primary: Utility companies (electricity, water, district heating, gas)
• Secondary: End customers receiving invoices
• Tertiary: EG system administrators and support staff
• Tertiary: Print partners (21G) receiving bulk distribution files

1.2 Project Scope

In Scope for Phase 1

✅ Multi-tenant batch invoice processing with organization data isolation
✅ Multi-vendor XML support: GASEL (Telinet), XELLENT (Karlskoga), ZYNERGY (EG Software)
✅ Template-based rendering: Handlebars templates → HTML → PDF
✅ Email delivery: SendGrid integration with retry logic
✅ Postal delivery: 21G bulk integration with SFTP file drop
✅ RESTful API: Batch management, status tracking, template management
✅ Role-based access control: 6 distinct roles with organization boundaries
✅ Real-time status tracking: Batch and invoice-level progress monitoring
✅ Application monitoring: Application Insights with structured logging (Serilog)
✅ Multi-region deployment: West Europe (Sweden/Denmark), North Europe (Norway/Finland)
✅ GDPR compliance: Data subject rights, 7-year retention, audit logging
✅ Test data strategy: Synthetic data for staging, no production data copying

Out of Scope for Phase 1

❌ Kivra digital mailbox integration (Phase 2)
❌ e-Faktura/PEPPOL electronic invoicing (Phase 2)
❌ SMS distribution via Wiraya (Phase 2)
❌ Customer self-service portal (Phase 2)
❌ Payment processing

1.3 Success Metrics