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 Utility Billing works for your team.
Watch the 3-Minute Demo
See Civic Utility Billing handle a complete resident service request — from intake through resolution and council reporting.
Request Video AccessTry It Now
Explore the Interface
Click through the actual Civic Utility Billing interface. Navigate between the dashboard, resident profiles, service requests, and reports to see how everything connects.
99.94%
Billing Accuracy
+0.8% vs last month2.7d
Cycle Time
-73% vs last month34
Leak Alerts
-12% vs last month18.4%
NRW Rate
-7.7pp vs last monthRecent Activity
AMI import completed — 47,832 reads ingested
Metering · 2 min ago
Leak alert: continuous flow at 287 Elm St
Analytics · 5 min ago
Cycle 3 billing run started — 12,480 accounts
Billing · 12 min ago
PAD file generated — 4,280 debits queued
Payments · 18 min ago
Meter changeout: M-4421 replaced at 88 Oak Ave
Metering · 25 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.
Utility Billing Clerk
From Meter Read to Bill Delivery
Follow the complete utility billing cycle — from AMI/AMR meter read ingestion through rate calculation, bill generation, exception handling, and multi-channel bill delivery. Automated rate engine, configurable validation rules, and one-click adjustment processing.
Ingest
Meter reads received
AMI/AMR meter readings flow automatically from Sensus, Neptune, Badger, Itron, or Kamstrup head-end systems on configurable schedules — hourly, daily, or on-demand. Manual reads from mobile app also ingested.
The AMI/AMR Connector (spec 2.3) imports meter readings from any supported vendor system. Data is normalized into a unified consumption model regardless of meter technology. Interval data (hourly) feeds both billing and leak detection. Manual reads from the Mobile Meter Reading app (spec 2.4) are validated in real-time with GPS route tracking. All reads timestamped and source-tagged for audit.
Validate
Reads quality-checked
Every reading validated against historical consumption patterns. Exceptions flagged automatically: high consumption (potential leak), low consumption (meter failure), zero reads (vacant?), negative reads (rollover/misread), and stale reads (communication failure).
The Read Validation Engine (spec 2.5) applies configurable tolerance thresholds by customer type and meter size. High-consumption exceptions trigger parallel leak detection analysis (spec 5.2). Unread meters receive estimated reads via historical average, same-period-prior-year, or weather-adjusted algorithms. All estimates tracked for automatic true-up on next actual read. Billing clerks review exception dashboards with bulk approval capability.
Calculate
Rates applied
The rate engine applies the correct rate structure to each account's consumption — tiered water rates, sewer charges, stormwater fees, and waste collection charges. Seasonal adjustments, base charges by meter size, and budget billing amounts all calculated automatically.
The Visual Rate Builder (spec 3.1) stores all active rate schedules with effective dates. For each account, the engine determines: water charges (base + volumetric tiers per spec 3.2), sewer charges (consumption-based with abatement per spec 3.3), stormwater charges (impervious surface per spec 3.3), and waste charges (flat/cart-size/bag-tag per spec 3.4). Budget billing accounts receive their level-payment amount. Rate history preserved for audit and dispute resolution.
Generate
Bills produced
Batch bill generation produces 5,000–100,000+ bills per cycle with municipality branding, consumption graph, rate breakdown by service, prior balance, and payment stub — in under 3 days.
The Batch Billing Engine (spec 3.5) processes accounts in parallel with progress tracking and estimated completion time. Each bill includes: account number, service address, meter reading (current and previous), consumption, rate breakdown per service, total charges, payment due date, previous balance, payments received, and outstanding balance. Bill Rendering generates print-ready PDF, interactive HTML e-bill, and portal presentment simultaneously. Exception bills flagged for review before release.
Deliver
Multi-channel dispatch
Bills delivered via customer's preferred channel: print-ready PDF for mail, interactive HTML e-bill to email, portal presentment for online access, or all three. E-billing customers have paper suppressed automatically.
Bill Delivery (spec 3.5) routes each bill per customer preference. Print files generated with Canada Post Smartmail specifications for outsourced printing. E-bills include interactive consumption chart, rate breakdown, and comparison to prior period — all AODA-compliant with screen reader optimization. Portal bills available immediately with PDF download. Delivery tracking confirms successful dispatch. E-billing enrollment drives projected 50%+ adoption — reducing print and postage costs.
Reconcile
Revenue posted
Billing journal auto-posted to the GL via Financial Core integration. Revenue by service type reported in real-time. Aged receivables updated. Cycle performance metrics — billing accuracy, exception rate, cycle time — calculated and displayed on the operations dashboard.
Financial Core integration (spec 7.1) auto-generates billing journal entries, cash receipts journal, and revenue summary by service type (water, sewer, stormwater, waste). Deferred revenue tracking for prepaid accounts. Budget vs. actual revenue comparison updated in real-time. Billing cycle performance dashboard shows: total bills, exception rate, estimated read percentage, cycle time, and revenue by service — enabling continuous process improvement.
Billing Journey
0 / 6
Step 01
Ingest
Meter reads received
AMI/AMR meter readings flow automatically from Sensus, Neptune, Badger, Itron, or Kamstrup head-end systems on configurable schedules — hourly, daily, or on-demand. Manual reads from mobile app also ingested.
The AMI/AMR Connector (spec 2.3) imports meter readings from any supported vendor system. Data is normalized into a unified consumption model regardless of meter technology. Interval data (hourly) feeds both billing and leak detection. Manual reads from the Mobile Meter Reading app (spec 2.4) are validated in real-time with GPS route tracking. All reads timestamped and source-tagged for audit.
Step 02
Validate
Reads quality-checked
Every reading validated against historical consumption patterns. Exceptions flagged automatically: high consumption (potential leak), low consumption (meter failure), zero reads (vacant?), negative reads (rollover/misread), and stale reads (communication failure).
The Read Validation Engine (spec 2.5) applies configurable tolerance thresholds by customer type and meter size. High-consumption exceptions trigger parallel leak detection analysis (spec 5.2). Unread meters receive estimated reads via historical average, same-period-prior-year, or weather-adjusted algorithms. All estimates tracked for automatic true-up on next actual read. Billing clerks review exception dashboards with bulk approval capability.
Step 03
Calculate
Rates applied
The rate engine applies the correct rate structure to each account's consumption — tiered water rates, sewer charges, stormwater fees, and waste collection charges. Seasonal adjustments, base charges by meter size, and budget billing amounts all calculated automatically.
The Visual Rate Builder (spec 3.1) stores all active rate schedules with effective dates. For each account, the engine determines: water charges (base + volumetric tiers per spec 3.2), sewer charges (consumption-based with abatement per spec 3.3), stormwater charges (impervious surface per spec 3.3), and waste charges (flat/cart-size/bag-tag per spec 3.4). Budget billing accounts receive their level-payment amount. Rate history preserved for audit and dispute resolution.
Step 04
Generate
Bills produced
Batch bill generation produces 5,000–100,000+ bills per cycle with municipality branding, consumption graph, rate breakdown by service, prior balance, and payment stub — in under 3 days.
The Batch Billing Engine (spec 3.5) processes accounts in parallel with progress tracking and estimated completion time. Each bill includes: account number, service address, meter reading (current and previous), consumption, rate breakdown per service, total charges, payment due date, previous balance, payments received, and outstanding balance. Bill Rendering generates print-ready PDF, interactive HTML e-bill, and portal presentment simultaneously. Exception bills flagged for review before release.
Step 05
Deliver
Multi-channel dispatch
Bills delivered via customer's preferred channel: print-ready PDF for mail, interactive HTML e-bill to email, portal presentment for online access, or all three. E-billing customers have paper suppressed automatically.
Bill Delivery (spec 3.5) routes each bill per customer preference. Print files generated with Canada Post Smartmail specifications for outsourced printing. E-bills include interactive consumption chart, rate breakdown, and comparison to prior period — all AODA-compliant with screen reader optimization. Portal bills available immediately with PDF download. Delivery tracking confirms successful dispatch. E-billing enrollment drives projected 50%+ adoption — reducing print and postage costs.
Step 06
Reconcile
Revenue posted
Billing journal auto-posted to the GL via Financial Core integration. Revenue by service type reported in real-time. Aged receivables updated. Cycle performance metrics — billing accuracy, exception rate, cycle time — calculated and displayed on the operations dashboard.
Financial Core integration (spec 7.1) auto-generates billing journal entries, cash receipts journal, and revenue summary by service type (water, sewer, stormwater, waste). Deferred revenue tracking for prepaid accounts. Budget vs. actual revenue comparison updated in real-time. Billing cycle performance dashboard shows: total bills, exception rate, estimated read percentage, cycle time, and revenue by service — enabling continuous process improvement.
Ready to Transform Your Municipality?
See Civic Utility Billing in your environment
Schedule a personalized walkthrough with our municipal solutions team. We’ll configure a demo environment to match your municipality’s structure.