Constituent service for counties, cities and utilities

A phone call, a text, an email to a shared mailbox, a chat on your website and a web form all open or continue one numbered case. A resident who calls back inside a short window continues the same case; a reply to a solved email reopens it. Nobody repeats themselves and nothing is filed twice.

A read-only replica of your property or account records is kept in Serviceplane by a small on-premises agent that only ever makes outbound HTTPS calls — works with Postgres and SQL Server replicas or a CSV export. Every record links back to your system of record.

On public channels the assistant states record data only after the person proves who they are with what the record already holds (last name, ZIP, phone). Five failed attempts lock the session. Staff see records in their own workspace without the gate.

Each department's shared mailbox becomes an email channel through Microsoft Graph — no MX or forwarding changes, replies go out as the mailbox and thread correctly. SharePoint site pages and document libraries are indexed with their permissions: a page only certain groups can read only answers those groups.

Residents write or call in any of 60 languages. The language is detected on the first message, call or email and the assistant answers in it; hand-off wording, receipts and closure notices are set per language, the chat widget follows the resident's language, and a person's preferred language is kept on their contact record so staff see it.

The public chat widget, the hosted forms and the staff workspace run WCAG 2.1 A/AA checks in continuous integration, and every colour pair is measured against the 4.5:1 and 3:1 bars. A VPAT is available. Text follows the reader's own font size; the chat panel works at 320 pixels wide.

Entra ID, Okta or any OIDC provider. SCIM provisioning creates and removes staff from your identity provider; deactivation stops access at once and keeps every case attributable. Serviceplane stores no passwords for your staff.

A retention policy per channel removes message content on schedule while the record of what happened — who, when, which case — is never touched. A case under legal hold is skipped by every purge. One call exports a whole case, chat turns, emails, texts, notes and its audit trail, as one file for a records request.

For utilities and larger agencies on Genesys Cloud: the same approved knowledge surfaces suggestions to the representative during the call, with a secure pause that drops audio and transcript while card details are read. After-call summaries and wrap-up codes are drafted for the rep to approve; nothing is written to your billing system without that approval.

Each channel runs silently first: the assistant answers every question to a private log, staff keep answering residents, and a reviewer compares the two. A channel goes live when reviewed accuracy clears the bar you set — 95% by default — and a go-live checklist derived from your actual configuration says what is still missing.