How utilities hand off moves, medical holds, disputes and field work from the front door to the back office
Utility requests stall in the handoff: the move is re-keyed into CIS, the physician's certificate sits in a fax queue while the shutoff list runs, the high bill complaint is answered three times before anyone reads the meter, the load letter waits in an inbox and the technician arrives with the wrong parts. Callvu runs that handoff end to end, in five moves, prefill, classify, chase and verify, decide, write back, so the service desk, the credit desk, the billing review desk, engineering and the field each receive a complete case and CIS, billing and work management are written once.
The problem today
The front door got faster.The back office did not.
Medical certificate and renewal
The physician's office faxed the certificate to the wrong number, the temporary hold lapsed, and the oxygen concentrator went dark for a night.
Start, stop and move service
The customer called to move, waited eleven minutes, and the agent typed the forwarding address into the wrong field.
Shutoff blocked by a medical hold, with an arrangement offered
The medical certificate was on file; the order went out anyway; the arrangement the rules required was never offered.
How Callvu runs it
Twelve utilities processes,from the request to the system of record.
Twelve utilities handoffs run end to end: prefill, classify, chase and verify, decide, write back. Each page names the parties, the front door, what the back office receives and the decisions that go to the Decision Desk.
Medical certificate and renewal
A physician's certification is requested, received and checked, the account protected for the certified period, and renewal chased before it ends.
Parties: Customer, Physician or licensed provider, Credit and collections desk
Complex: multi-party handoffsStart, stop and move service
Started from Visual IVR or by an agent with the customer, the account is prefilled, dates, forwarding address and final bill address captured, then written to CIS and billing.
Parties: Customer, Agent, Service desk
Complex: multi-party handoffsShutoff blocked by a medical hold, with an arrangement offered
A shutoff that hits a medical hold is stopped, the customer is offered a payment arrangement, and the hold and outcome are recorded.
Parties: Customer, Credit and collections desk
Complex: multi-party handoffsNew service connection application
A builder or homeowner applies for new service with site plans and load details, the design is completed, costs agreed and the job scheduled.
Parties: Applicant (builder or homeowner), Electrician or contractor, Municipality, Engineering and new business desk
Complex: multi-party handoffsSolar and battery interconnection application
An installer submits the application, diagrams and approvals, missing items are chased, engineering review decides, and permission to operate is written to billing for net metering.
Parties: Installer, Customer, Interconnection engineer, Municipality
Complex: multi-party handoffsField technician dispatch end to end
A field need is captured with the customer's details and access notes, classified, scheduled with the customer, dispatched with the right parts, and closed with the result written to the work and billing systems.
Parties: Customer, Scheduler and dispatcher, Technician, Field supervisor
Complex: multi-party handoffsTenant notice before shutoff at a landlord-billed property
When a landlord-paid account faces shutoff, tenants at the address get the required notice and an option to take over service.
Parties: Tenants, Landlord, Credit and collections desk, Field operations
Complex: multi-party handoffsBilling dispute and adjustment
A disputed bill is captured with the reason and evidence, routed to review, decided and the adjustment written to billing, with collection held while it is open.
Parties: Customer, Billing review desk, Meter and field teams
Complex: multi-party handoffsHigh bill investigation
A high bill complaint triggers a usage review, a possible meter check and a field visit, with the outcome and any rebill recorded.
Parties: Customer, Billing review desk, Meter and field teams
Complex: multi-party handoffsTemporary construction service
A contractor requests temporary power for a site, inspection approval is checked and service is set and later removed.
Parties: Contractor, Municipal inspector, Engineering and field operations
Complex: multi-party handoffsDeposit waiver with letter of credit history
A customer submits a good-payment letter from a prior utility, it is checked on arrival and the deposit is waived or reduced.
Parties: Applicant or customer, Prior utility, Credit desk
Complex: multi-party handoffsRetail energy supplier enrollment and switch
Where customer choice applies, a switch to or from a retail supplier is captured with consent and sent to the supplier and billing.
Parties: Customer, Retail supplier, Choice desk
The rules and the clocks
The rules and clocksthe handoff runs under.
Every handoff runs against the regulation and the deadlines that apply to it. Each rule and each clock links to the process pages where it is enforced.
By role
What changesfor each team.
Compliance
The clocks that run across the handoff are on the case, not in someone's head: the rules' period to furnish a medical certificate after a telephone notice and the certified period it protects, the tariff's minimum notice before a start or stop date, the commission's response period on a high bill complaint, the rules' days of tenant notice before a shutoff at a landlord-billed building, the state's rescission period on a supplier switch and the commission's interconnection timelines. The Decision Trace records what was evaluated and what was decided; the Audit Trace records every notice, chase, decision and write with its time.
- A medical certificate's temporary hold starts with the customer's telephone notice, and a shutoff that hits the hold is cancelled with the arrangement offered under the protected terms.
- Tenants at a landlord-billed property get the required notice to each unit on the rules' clock, and the shutoff eligibility check reads the proof before any order releases.
- A supplier switch moves only with the consent form the anti-slamming rules require, and a rescission inside the state's period cancels it by rule.
Operations
Every request becomes a unit of work the moment it lands: the work type, the skill it needs, the effort and the due date. The service desk decides only exceptions, the billing review desk decides on findings already assembled, engineering reviews complete applications, and the field supervisor sees the technician's notes the moment a job cannot be completed. Nobody relays email between the customer, the installer, the municipality and the desk.
- A high bill is reviewed against the read history, interval data and weather before a technician is sent; a meter test is ordered only when the data cannot explain it.
- Load letters, permits, inspection approvals and letters of credit history are chased from their holders on the policy's schedule, read on arrival and matched to the job.
- A job the technician cannot complete goes to the field supervisor from the notes on site: reschedule, change the scope, escalate or close with the reason, and the customer is told.
IT
Callvu prefills from CIS, the premise database and the GIS, runs the customer, the installer and the contractor on screens it controls, and writes the orders, the adjustments, the flags and the milestones back to CIS, billing and work management by API. Those systems stay the systems of record, and the Visual IVR and the contact center platform stay the doors. An outside party, a physician, a municipality, an installer or a retail supplier, needs no account: they open the case from a link.
- A start, a stop or a move is written to CIS and billing from one request, with the final bill to the forwarding address and the field order where a visit is needed.
- Field jobs carry the access notes, the meter type and the reserved parts from the record, so the technician has the whole case on site.
- The interconnection and new connection milestones are written with their status, so the applicant and the desk read the same date.
Customer experience
The customer reports once and has one case contact. A move is confirmed with the balance and the deposit shown before confirmation, a customer facing a shutoff gives their physician one link with the certificate form, and a new customer with a good-payment letter from a prior utility gets the deposit waived instead of the letter being filed unread. The builder and the installer clear a checklist that tells them exactly what is missing instead of waiting for an email.
- A customer picks the appointment slot within the commission's window on their phone and gets the credit by rule if the utility misses it.
- A contractor's temporary service is energized once the inspection approval is matched to the site, with the removal date on the order and a reminder before it.
- A tenant facing a landlord's shutoff takes over service through the new customer start, with the landlord's arrears never transferred.
Proof
In production in utilities.Published results only.
Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.
PSEG Long Island runs start, stop and move service requests on Callvu, from Visual IVR or with an agent in the Decision Desk, with the account prefilled, the date rules applied and the final bill address chosen before confirmation.
UTL-03 · Self-asserted · verified 2026-11-06
PSEG Long Island went live in 4 weeks, with Callvu integrated with its NICE CXone (formerly inContact) contact center.
UTL-05 · Self-asserted · verified 2026-11-02
At PSEG Long Island, a request that cannot finish goes back to an agent with the IVR details and the exception reason on the agent's screen.
UTL-04 · Self-asserted · verified 2026-11-06
Questions
What utilities buyers ask,answered plainly.
How can a utility let customers start, stop or move service from the IVR without an agent typing the order?
The Visual IVR texts a link to the request with the account prefilled; the customer enters the dates and the addresses on their phone and confirms. Callvu checks the premise's status, the addresses against the premise database, the dates against the tariff's minimum notice and the deposit and balance rules, then writes the order to CIS and billing with the field order where a visit is needed. A request that cannot finish returns to an agent with the customer's entries and the reason it stopped.
How can a utility handle medical certificates without the fax queue?
The customer's notice starts the temporary hold for the rules' period, and the physician receives one link with the certificate form instead of a fax number. Each required element, the patient at the premise, the danger or equipment statement, the period and the licensed provider's signature, is checked on arrival, the account is protected for the certified period, and the renewal is chased before the expiry on the rules' schedule.
What must a utility do when a customer complains about a high bill?
Review its own data first: the read history and read types, the interval data, the rate, the weather against the prior year and the premise's record. Collection is held from the complaint through the decision and the post-decision period, the written response goes out within the commission's response period, and a meter test is ordered only when the data and the customer's answers cannot explain the bill.
What rights do tenants have when a landlord does not pay the utility bill?
Notice to each unit on the rules' clock before any disconnection, stating the date, the amount the landlord owes, the right to take over service in their own name without the landlord's arrears, the right to pay and deduct from rent where the state provides it, and the assistance and dispute rights. Callvu holds the shutoff for the notice period, delivers and posts the notices, and routes takeovers, payments and the proceed decision to the credit desk.
How Callvu runs it: Tenant notice before shutoff at a landlord-billed property
How can a utility run field dispatch end to end so technicians arrive with the right parts and access?
The need, the access notes (the meter location, gate codes, locked rooms, pets, hazards) and the day's contact are captured with the premise and the meter prefilled from CIS, and the customer picks a slot within the commission's maximum appointment window. The parts are chosen from the work type and the premise's records and reserved before dispatch. When a job cannot be completed, the field supervisor decides from the technician's notes and the result is written to the work and billing systems the same day.
How can a utility process solar interconnection applications within the commission's timelines?
By putting the application on the rules' clock from submission: the completeness notice within the rules' period, commonly ten business days, the review decision within the period for the track, and permission to operate within the period from the final inspection. The installer clears a completeness checklist, the interconnection engineer reviews complete applications in the Decision Desk with the screens, and net metering is written to CIS and billing on permission to operate.
How Callvu runs it: Solar and battery interconnection application
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