Tailored for Your Municipality
Tailored to Your Utility Operations
Every Canadian municipality has unique rate structures, bylaw requirements, meter infrastructure, and billing workflows. Civic Utility Billing provides a full-featured foundation — then adapts to your specific rate schedules, AMI/AMR vendor, service combinations, and operational processes. No two deployments are identical because no two utility operations are identical. With a full source code licence, your customization options are limitless.
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
Configuration Over Customization
Most municipal-specific requirements are addressed through configuration — not custom code. Rate structures (flat, tiered, seasonal, time-of-use), billing cycles, penalty/interest rates, notice templates (billing, arrears, disconnection), AMI/AMR import schedules, and report formats are all configurable through the System Configuration Console without developer involvement. This keeps total cost of ownership low and ensures your setup evolves as rates and bylaws change.
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
Discovery & Rate Analysis
2–3 weeks of structured workshops with utility billing staff, finance, public works, and IT to document current rate structures, bylaw requirements, AMI/AMR infrastructure, billing workflows, payment channels, and reporting needs.
Phase 1 · 2–3 weeks
Discovery & Rate Analysis
2–3 weeks of structured workshops with utility billing staff, finance, public works, and IT to document current rate structures, bylaw requirements, AMI/AMR infrastructure, billing workflows, payment channels, and reporting needs.
Phase 2 · 4–6 weeks
Configuration & AMI Integration
4–6 weeks of platform configuration — rate structures (visual rate builder with effective dates), billing cycles, AMI/AMR connector configuration (Sensus, Neptune, Badger, Itron, Kamstrup), payment gateway setup, notice templates, and portal branding.
Phase 3 · 2–3 weeks
Data Migration & Account Setup
2–3 weeks of historical data import from legacy billing systems (Harris Utility, Cogsdale, municipal databases, spreadsheets) with automated account matching, meter registry import, consumption history migration, and balance verification.
Phase 4 · 2 weeks
User Acceptance Testing
2 weeks of role-based testing with billing clerks, meter management staff, and customer service representatives using real rate calculations, actual meter data, and end-to-end billing cycle validation. Parallel billing run verification.
Phase 5 · 2–3 weeks
Training & Phased Go-Live
Role-based training for billing staff, counter staff, meter readers, and management. Phased go-live: AMI integration first, then billing cycle cutover, then self-service portal launch. Dedicated support during the 90-day hypercare period.
Phase 6 · Ongoing
Continuous Optimization
Quarterly business reviews to assess billing accuracy, portal adoption, AMI read success rates, leak detection effectiveness, and NRW tracking. Rate study tools inform annual rate reviews. Source code access means optimization never requires vendor engagement.