Tailored for Your Municipality
Customization — Document & Records Management
Every municipality has a unique records retention bylaw, classification scheme, and organizational structure. Civic Document & Records Management adapts to your specific requirements — with full source code ownership for unlimited customization.
The Journey
From Fragmentation to Clarity
Discover
Map your processes, pain points, and integration landscape
Configure
Build workflows, forms, and routing rules on existing modules
Deploy
Phased rollout with role-based training and hypercare support
Evolve
Quarterly reviews to refine and expand as your needs grow
Philosophy
Our Approach to Customization
Civic CRM is built on the principle of configuration over customization — empowering municipalities to tailor the platform without costly custom development.
Approach 01
Classification-First Configuration
Your municipal records retention bylaw and classification scheme drive the entire system configuration. TOMRMS templates provide a starting point, then your records management team customizes classification codes, retention periods, and disposition actions to match your specific bylaw. The system adapts to your scheme — not the other way around.
Configuration Patterns
How Municipalities Tailor Civic CRM
From bilingual interfaces to ward-based routing, explore configuration patterns designed for Canadian municipalities. Filter by base module to find relevant patterns.
Implementation
Your Customization Journey
A structured, transparent process that takes your municipality from requirements gathering to a fully tailored deployment. Click each phase to explore.
Phase 1 of 6
Records Program Assessment
Assess your current records management program: existing classification scheme, retention bylaw, filing practices, physical storage inventory, FOI processes, and staff readiness. Identify gaps and priorities.
Phase 1 · 2–3 weeks
Records Program Assessment
Assess your current records management program: existing classification scheme, retention bylaw, filing practices, physical storage inventory, FOI processes, and staff readiness. Identify gaps and priorities.
Phase 2 · 4–6 weeks
Classification & Retention Configuration
Configure the file classification scheme (TOMRMS base + custom extensions), retention schedules per your bylaw, disposition approval chains, security classification mappings, and department structure.
Phase 3 · 2–3 weeks
Workflow & Integration Design
Design and configure workflows: document approval chains, FOI processing steps, disposition approval routing, physical records requests, and e-signature sequences. Configure integrations with Active Directory, Outlook, scanners, and Civic Suite modules.
Phase 4 · 2 weeks
Data Migration & Validation
Migrate existing records from legacy systems with field mapping, classification code translation, and metadata preservation. Validate migrated records against source systems. Onboard physical records inventory.
Phase 5 · 2–3 weeks
Training & Phased Rollout
Role-based training delivered per department. Phased rollout starting with the Clerk's Office and Records Management, then expanding to departments. AI classification model begins training on municipality-specific documents.
Phase 6 · Ongoing
Optimization & AI Tuning
Monitor classification accuracy, search effectiveness, and adoption metrics. Tune AI models based on municipality-specific corrections. Refine file plan, retention schedules, and workflows based on actual usage patterns.