Sector
Utilities & Infrastructure
Size
Regional provider, 150K-300K connections
Client Base
60-100 service & field forms
Key Challenge
Connection applications, field work offline, service requests
Implementation
3-4 weeks typical
/ Illustrative scenario /
Typical implementation for utilities providers streamlining service connection applications, enabling offline field work and reducing application processing time by 50-70%.
Results based on industry benchmarks and typical implementations for strata managers of this size. Actual outcomes vary by portfolio complexity, owner demographics, and existing processes.
Potential Annual Savings
Utility Infrastructures an save up to $50K-80K per annum.
Reduction in support queries
Expect 40-60% reduction in support queries for your teams.
Field form completion
90 -100% of users will be able to complete the forms themselves.
Utilities providers typically receive hundreds of service connection applications through multiple channels—phone, email, in-person, web forms. Customers struggle to find the right application form for new connections, service modifications, or disconnections. Field teams working on meter reading, infrastructure inspections, and maintenance often have no connectivity in underground installations, remote areas, or inside buildings.
Organizations in this scenario typically implement Gateway with three core capabilities:
01 . Forms Portal for public service applications
The Forms Portal organises all customer-facing applications by service type (New Connections, Modifications, Disconnections, Faults, etc.) with a Form Finder to guide customers through options:
02 . Private Forms for customer service dashboards.
Customers who submit applications receive secure access to private dashboards showing their connection status, required documentation, scheduled appointments, and service history.
03 . Offline Access for field operations
Field technicians download inspection checklists, meter reading forms, and maintenance reports to tablets. Forms can be completed entirely offline in underground infrastructure, remote sites, or areas with poor connectivity. Data syncs automatically when back online, including photos and asset tag scans.
Planning & Discovery Form inventory, building portfolio structure, owner data import, inspection checklist design, branding configuration.
Configuration & Development Portal configuration, Form Finder paths, offline field form setup, customer dashboard design, integration with service management systems.
Testing & Training Field pilot with technicians, offline sync testing, UAT with customer service team, application workflow validation.
Launch & Support Soft launch with subset of forms, field team rollout, full public launch, customer communications, monitoring and optimisation.
Organisations implementing this scenario typically see connection application processing accelerate by 50-70% as complete, correct applications arrive through guided forms. Customer service enquiries commonly drop 40-60% as customers self-serve through the portal and Form Finder.
Field operations commonly achieve 90-100% digital completion as technicians complete forms on-site in any location, regardless of connectivity. Meter reading accuracy often improves with digital validation, photo evidence, and GPS tagging. End-of-day data processing time typically reduces by 60-80% with automatic sync eliminating manual transcription.
Annual savings typically range from $90,000-$160,000 from reduced administrative overhead, faster processing, and improved field productivity. Customer satisfaction scores often increase 15-25 percentage points as application processes become clearer and status visibility improves.
Service request tracking reaches 95-100% visibility as all channels flow through the portal. Field teams report significant improvement in work satisfaction, particularly around documentation efficiency and reduced after-hours admin work.
Organisations implementing this scenario typically see connection application processing accelerate by 50-70% as complete, correct applications arrive through guided forms. Customer service enquiries commonly drop 40-60% as customers self-serve through the portal and Form Finder.
Field operations commonly achieve 90-100% digital completion as technicians complete forms on-site in any location, regardless of connectivity. Meter reading accuracy often improves with digital validation, photo evidence, and GPS tagging. End-of-day data processing time typically reduces by 60-80% with automatic sync eliminating manual transcription.
Annual savings typically range from $90,000-$160,000 from reduced administrative overhead, faster processing, and improved field productivity. Customer satisfaction scores often increase 15-25 percentage points as application processes become clearer and status visibility improves.
Service request tracking reaches 95-100% visibility as all channels flow through the portal. Field teams report significant improvement in work satisfaction, particularly around documentation efficiency and reduced after-hours admin work.
Every utilities provider has unique requirements. Book a consultation to discuss how this scenario could be tailored to your specific service area and field operations.
- SOC 2 Type II Compliant
- GDPR Compliant
- 256-bit Encryption
- CCPA Compliant
- Essential 8 Compliant
Customer data is protected end-to-end with encryption — completely private and never for sale.
