Product Experience
Every role. One platform.
From front-counter staff handling resident requests to the CAO reviewing council-ready reports — every role has a purpose-built journey. Explore how Civic Accounts Receivable works for your team.
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See Civic Accounts Receivable handle a complete resident service request — from intake through resolution and council reporting.
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Explore the Interface
Click through the actual Civic Accounts Receivable interface. Navigate between the dashboard, resident profiles, service requests, and reports to see how everything connects.
$1.8M
Outstanding AR
-8% vs last month95.2%
Collection Rate
+6pp vs last month38d
DSO
-14d vs last month81%
Auto-Matched
+12pp vs last monthRecent Activity
EFT payment file imported — 42 payments matched
Finance · 2 min ago
Recurring invoices generated — 47 facility rentals
Recreation · 5 min ago
Collection demand letter sent — ABC Developers
Finance · 8 min ago
Development charge invoice approved — Phase 3 milestone
Planning · 15 min ago
Write-off request submitted — $2,400 uncollectable
Finance · 22 min ago
Role-Based Journeys
One Platform, Every Perspective
Select a role to explore their complete journey through Civic CRM — from day-one onboarding to daily workflows and strategic outcomes.
AR Clerk
From Invoice to Collection
Follow the complete lifecycle of a receivable — from invoice generation through payment application to aging management and collection follow-up. Automated GL posting, HST calculation, and PSAB-compliant revenue recognition at every step.
Create
Invoice generated
Generate an invoice using templates — select customer, revenue type, line items with GL coding, quantity, rate, and HST treatment. Auto-sequential numbering, due date calculation, and preview before submission for approval.
The Invoice Builder (spec 2.1) provides template-based creation with auto-sequential numbering (AR-YYYY-NNNNN), automated GL account coding by revenue type, HST/GST calculation based on service type and customer tax status, and payment terms-driven due date computation. Multi-line invoices support different GL distributions per line. Invoice preview shows the complete document before submission to the approval workflow.
Approve
Segregation enforced
Invoice routed to approver based on dollar amount and department. Segregation of duties enforced — invoice creator cannot approve. Approval with optional notes. Rejection returns to creator with reason.
The Approval Workflow (spec 2.1) routes invoices to the appropriate approver based on configurable dollar thresholds and department rules. Segregation of duties is enforced by the system — the user who created the invoice is blocked from approving it. Approvers review line items, GL coding, HST treatment, and customer details. Approval triggers the next step: GL posting and delivery. Every approval decision is logged with user, timestamp, and notes.
Post
GL entry created
On approval, real-time GL posting: debit accounts receivable, credit revenue. PSAB PS 3510 revenue recognition rules applied — earned immediately for services rendered, deferred for prepaid or multi-period agreements. HST liability posted.
The GL Integration Engine (spec 5.2) posts in real-time: debit AR control account, credit revenue account per GL coding on each line item. HST/GST collected posts to the HST liability account. For deferred revenue scenarios (prepaid facilities, multi-year agreements), the Revenue Recognition Engine (spec 5.1) posts to deferred revenue and schedules recognition entries. Every GL posting includes full audit trail — transaction source, user, timestamp, and reversing entry reference if applicable.
Deliver
Invoice sent
Invoice delivered via customer's preferred channel — email (PDF), print-and-mail, or debtor portal. Delivery tracked with sent date, opened date (email tracking), and bounce detection. Batch delivery for recurring invoices.
The Invoice Delivery Engine (spec 2.7) delivers via the customer's configured channel: email with PDF attachment (delivery tracking via SendGrid/SES webhooks), print-ready PDF for mail, or portal availability notification. Batch delivery processes hundreds of recurring invoices in minutes. Hard email bounces flag the customer address as invalid and notify AR staff. Return mail tracking records undeliverable physical mail. Every delivery event is logged for the communication audit trail.
Collect
Payment applied
Apply incoming payments — cheque, EFT, credit card, wire, cash. AI payment matching auto-applies bank EFT payments by reference, amount, and payer patterns. Partial payments tracked. Overpayments flagged for credit or refund.
The Payment Application Engine (spec 3.1) processes payments from all channels with auto-apply logic (oldest invoice first, or specific invoice). The AI Match Engine (spec 7.3) processes bank EFT files with ML-powered matching — using amount, reference numbers, payer name fuzzy matching, and historical patterns. Confidence-ranked exception queue presents unmatched payments for rapid resolution. GL entry: debit cash, credit AR. Payment reference (cheque number, EFT reference) linked to the invoice record.
Follow Up
Collection workflow
Overdue invoices enter the automated collection workflow — reminder at 30 days, notice at 45, demand letter at 60, escalation at 90. AI risk scoring prioritizes follow-up. Payment arrangements offered. Write-off or add-to-tax-roll at final stage.
The Collection Workflow Engine (spec 4.2) manages the multi-stage escalation automatically. AI Predictive Scoring (spec 7.1) assigns risk tiers to each overdue account — low risk gets auto-reminders, medium risk gets phone follow-up tasks, high risk gets expedited escalation. Payment Plan Manager (spec 4.3) enables structured instalment arrangements. At final stage, the Write-Off Processor (spec 4.5) handles approval workflow by dollar amount, or the Tax Roll Addition (spec 4.6) initiates the Municipal Act s.398 workflow.
Billing Journey
0 / 6
Step 01
Create
Invoice generated
Generate an invoice using templates — select customer, revenue type, line items with GL coding, quantity, rate, and HST treatment. Auto-sequential numbering, due date calculation, and preview before submission for approval.
The Invoice Builder (spec 2.1) provides template-based creation with auto-sequential numbering (AR-YYYY-NNNNN), automated GL account coding by revenue type, HST/GST calculation based on service type and customer tax status, and payment terms-driven due date computation. Multi-line invoices support different GL distributions per line. Invoice preview shows the complete document before submission to the approval workflow.
Step 02
Approve
Segregation enforced
Invoice routed to approver based on dollar amount and department. Segregation of duties enforced — invoice creator cannot approve. Approval with optional notes. Rejection returns to creator with reason.
The Approval Workflow (spec 2.1) routes invoices to the appropriate approver based on configurable dollar thresholds and department rules. Segregation of duties is enforced by the system — the user who created the invoice is blocked from approving it. Approvers review line items, GL coding, HST treatment, and customer details. Approval triggers the next step: GL posting and delivery. Every approval decision is logged with user, timestamp, and notes.
Step 03
Post
GL entry created
On approval, real-time GL posting: debit accounts receivable, credit revenue. PSAB PS 3510 revenue recognition rules applied — earned immediately for services rendered, deferred for prepaid or multi-period agreements. HST liability posted.
The GL Integration Engine (spec 5.2) posts in real-time: debit AR control account, credit revenue account per GL coding on each line item. HST/GST collected posts to the HST liability account. For deferred revenue scenarios (prepaid facilities, multi-year agreements), the Revenue Recognition Engine (spec 5.1) posts to deferred revenue and schedules recognition entries. Every GL posting includes full audit trail — transaction source, user, timestamp, and reversing entry reference if applicable.
Step 04
Deliver
Invoice sent
Invoice delivered via customer's preferred channel — email (PDF), print-and-mail, or debtor portal. Delivery tracked with sent date, opened date (email tracking), and bounce detection. Batch delivery for recurring invoices.
The Invoice Delivery Engine (spec 2.7) delivers via the customer's configured channel: email with PDF attachment (delivery tracking via SendGrid/SES webhooks), print-ready PDF for mail, or portal availability notification. Batch delivery processes hundreds of recurring invoices in minutes. Hard email bounces flag the customer address as invalid and notify AR staff. Return mail tracking records undeliverable physical mail. Every delivery event is logged for the communication audit trail.
Step 05
Collect
Payment applied
Apply incoming payments — cheque, EFT, credit card, wire, cash. AI payment matching auto-applies bank EFT payments by reference, amount, and payer patterns. Partial payments tracked. Overpayments flagged for credit or refund.
The Payment Application Engine (spec 3.1) processes payments from all channels with auto-apply logic (oldest invoice first, or specific invoice). The AI Match Engine (spec 7.3) processes bank EFT files with ML-powered matching — using amount, reference numbers, payer name fuzzy matching, and historical patterns. Confidence-ranked exception queue presents unmatched payments for rapid resolution. GL entry: debit cash, credit AR. Payment reference (cheque number, EFT reference) linked to the invoice record.
Step 06
Follow Up
Collection workflow
Overdue invoices enter the automated collection workflow — reminder at 30 days, notice at 45, demand letter at 60, escalation at 90. AI risk scoring prioritizes follow-up. Payment arrangements offered. Write-off or add-to-tax-roll at final stage.
The Collection Workflow Engine (spec 4.2) manages the multi-stage escalation automatically. AI Predictive Scoring (spec 7.1) assigns risk tiers to each overdue account — low risk gets auto-reminders, medium risk gets phone follow-up tasks, high risk gets expedited escalation. Payment Plan Manager (spec 4.3) enables structured instalment arrangements. At final stage, the Write-Off Processor (spec 4.5) handles approval workflow by dollar amount, or the Tax Roll Addition (spec 4.6) initiates the Municipal Act s.398 workflow.
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