CivicFlow documentation

Each category has an intake form, an owning department and an SLA policy. Keep the list short and resident-friendly: “Streetlight not working” works better than an internal asset code.

SLA policies combine a target to acknowledge and a target to resolve, counted in business or calendar hours. Add overrides for priority or district — for example, 4 hours instead of 48 for urgent road hazards.

Changes apply to new incidents only. Existing incidents keep the SLA they were created with, so your reports stay honest.

Rules are evaluated top to bottom; the first matching route action wins, while notify and prioritize actions always run. Conditions can use category, district, keywords, asset type, time of day and the AI priority score.

• End every rule set with a catch-all route to a triage queue.
• Use Test rules to replay last week’s incidents before you publish.
• Every rule change is versioned and recorded in the audit log.

Start with one crew and one category for a week, then expand by district. Crews sign in with SSO or a one-time code; devices can be shared between shifts.

The field app works offline: crews can view assigned work, add photos and close incidents without coverage, and changes sync when the device reconnects. Before-and-after photos are required to resolve by default — you can relax this per category.

Public status pages publish live service levels and an anonymized map of open work. Names, contact details and photos of people are never published; exact addresses are rounded to the nearest block.

Choose which categories appear, the refresh interval (hourly by default) and your own domain. Pages meet WCAG 2.1 AA and are available in every language enabled for the workspace.

CivicFlow AI suggests a category and priority for every new incident, groups duplicate reports into one cluster and drafts replies for staff to review. Suggestions show their evidence, and nothing is sent to a resident without a person approving it.

Models run in your workspace’s data region. Your data is not used to train models shared with other customers. AI features can be turned off per category or for the whole workspace.

CivicFlow supports SAML 2.0 and OpenID Connect with any standards-based identity provider. Once SSO is enforced, password sign-in is disabled for everyone except break-glass admins.

With SCIM 2.0, users and groups are created, updated and deactivated from your directory. Map directory groups to CivicFlow roles and teams so access follows people when they change departments. Available on Enterprise.

Five built-in roles cover most cities:

• Admin — workspace settings, billing, users and integrations.
• Manager — rules, SLAs and reports for their departments.
• Agent — triage, assign and reply to residents.
• Field — assigned work in the field app.
• Viewer — read-only dashboards, e.g. for council members.

Permissions can be scoped to departments or districts. Custom roles are available on Enterprise.

The audit log records sign-ins, permission changes, rule and SLA edits, exports, API key usage and every change to an incident. Entries are append-only and cannot be edited, even by admins.

Filter by person, object or date, export to CSV, or stream events to your SIEM. Logs are kept for 12 months by default and up to 7 years on Enterprise.

Retention policies decide when resident contact details are anonymized and when closed incidents are deleted. A common setup anonymizes residents 12 months after resolution and keeps anonymized incidents for statistics.

Policies run nightly and are recorded in the audit log. Residents’ access and erasure requests can be handled from the resident profile, or through the Residents API.