Transitioning utility services—such as connects, disconnects, and reconnects—to an online format is one of the most effective ways to reduce foot traffic at City Hall and improve the customer experience. It also makes it more convenient for applicants who would like to apply outside of normal business hours. Here's a simple example Utility Application form for you to review.
1. Creating Streamlined, Multipurpose Forms
Rather than maintaining separate forms for every request type, Civic Review allows you to build a single, intelligent utility form.
Conditional Logic: Use conditional questions to keep the form clean. If an applicant selects "Disconnect," they only see the fields relevant to that action, hiding unnecessary "New Build" or "Reconnect" information.
Co-Applicant Data: Easily toggle entire sections for co-applicants, emergency contacts, or workplace information based on the user's initial selection.
Service Specifics: Allow applicants to select exactly which utilities they need (e.g., Water, Power, Gas) to ensure the right data reaches the right departments.
2. Secure Handling of Sensitive Data
Utility applications often require sensitive identifiers. Civic Review provides specific tools to handle this information safely:
Protected Fields: Fields like Social Security Numbers or Driver’s License numbers are encrypted with an extra layer of security.
Automatic Disposal: To minimize liability, you can set an "end date" for sensitive data. For example, once a background check is complete, the system can automatically discard the SSN while keeping the rest of the application record.
Document Uploads: Applicants can upload photos of their ID directly to the form, keeping all documentation filed in one central location.
3. Customizable Fees and Deposits
Every municipality has a unique fee structure. Civic Review is flexible enough to accommodate:
Upfront Payments: Charge application fees or deposits at the time of submission to ensure commitment.
Post-Review Billing: Alternatively, you can review the application first and trigger a payment request for connection/disconnect fees once the request is approved.
Entity-Specific Rules: Set up custom fee logic that mirrors your existing manual processes but moves them entirely online.
4. Review Workflows and Notifications
Notifications ensure that everyone—from the applicant to the power department—stays informed.
Departmental Collaboration: Automatically loop in specific teams (e.g., GIS, Water Services, or Power) for approval as soon as a request is submitted.
Real-Time Status Tracking: Applicants receive a portal where they can message staff and track their application’s progress without calling the office.
Staff-Only Fields: For "Office Use Only" sections—like recording meter reads or garbage can serial numbers—you can create Internal Fields or an Internal Page. These are invisible to the applicant but fully editable by your team.
5. Advanced Use Cases
Multilingual Access: To better serve diverse populations, you provide information for how applicants can translate the forms.
Field Staff Coordination: If your utility providers aren't logged into Civic Review daily, you can use the Reporting Tool to generate a "Disconnect/Reconnect List." This can be exported and sent to field crews every morning to coordinate their daily routes.
Final Reads: Use internal fields to document final meter reads at the moment of termination, ensuring that the closing bill is stored directly with the original application.
Check out this webinar for detailed coverage on this use type.