Service upgrade or load increase
How do we handle a request to increase service size or load with the load letter captured, engineering's review decided, and the upgrade scheduled and billed?
Treat the upgrade as an engineering decision with the load letter as its evidence. Callvu identifies the customer and the premise, takes the request (the reason, the new load, the equipment driving it, the target date), chases the electrician's load letter and the panel details through a link, checks the request against the existing service and the transformer capacity, routes the review to engineering in the Decision Desk with the capacity analysis and only the allowed outcomes, presents the cost under the tariff where the customer contributes, captures acceptance and payment, and writes the upgrade order with the schedule to CIS and the work management system with the inspection release gate set.
In scopeComplex: multi-party handoffsCallvu moves: chase and verify, decide, write back
Last updated November 7, 2026.
The problem today
The homeowner installed a heat pump and a charger, the panel was upgraded, and the transformer tripped the first cold night because nobody told the utility.
Load is growing at the premise: heat pumps, electric vehicle chargers, induction ranges, a workshop. The electrician upgrades the panel and the customer assumes the service follows. Or the customer calls the utility, is told to send a load letter, and the letter lands in a mailbox while the transformer serving six houses runs over its rating. The utility finds out from the outage.
A service upgrade is an engineering question with a tariff answer: the new load against the service conductor and the transformer, the standard allowance and the customer's contribution where facilities must be upgraded, the electrician's and the inspector's responsibilities for the customer's side, the schedule and the outage to cut over. The load letter is the evidence, and the capacity analysis is the review.
An upgrade decided before the panel is energized is a transformer that lasts the winter.
How it runs
From the requestto the system of record.
A customer or their electrician requests a service upgrade or reports a load increase online, by phone or through the contractor portal. Callvu opens the request on the premise.
- Customer
- Describes the change, accepts the cost and pays where the tariff requires, on a secure screen.
- Electrician
- Provides the load letter, the panel details and the readiness date through a link.
- Engineering
- Decides the upgrade in the Decision Desk with the capacity analysis.
- Callvu
- Prefills, captures, chases, checks, routes, presents the cost and writes.
Capture the request
The customer and the premise are prefilled (the account, the existing service size and voltage, the meter, the transformer and its connected load, the rate); the request captures the reason, the new equipment, the calculated load where known, the panel change planned and the target date.
Chase and verify
The electrician's load letter with the calculated load under the code's method, the panel size and location, the service entrance changes and the permit are requested through a link, read on arrival and checked against the request and the premise (the address, the load against the service and the transformer, the meter base compatibility); what is missing is chased with the specifics.
Decide
Engineering decides in the Decision Desk with the capacity analysis (the service conductor, the transformer and the secondary against the new load) and only the allowed outcomes: approve with no facility change, approve with a transformer or service change and the tariff cost, require a site visit, or decline with the reason; the customer sees the cost and the terms where they contribute and accepts and pays on a secure screen.
Schedule and write back
The upgrade order with the engineering decision, the agreement, the payment, the cutover schedule and the planned outage is written to CIS and the work management system, the inspection release gate is set for the customer's side, the electrician and the customer see the schedule, and the account's service size and any rate change are updated at completion.
Where it ends: The upgrade was decided by engineering on the load letter and the capacity analysis, costed under the tariff and accepted, and CIS and the work management system hold the order and the schedule. The Decision Trace shows the capacity analysis, the decision and the tariff cost; the Audit Trace shows the load letter, the acceptance and the write.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
Online, by phone or the contractor portal; the electrician through their link.
The back office
Engineering decides from a capacity analysis on a checked load letter; the desk schedules from the decision.
The Decision Desk
- The upgrade goes to engineering in the Decision Desk with the capacity analysis and only approve as is, approve with facility changes and the cost, require a site visit, or decline with the reason.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
What is needed to upgrade a service?
The electrician's load letter with the calculated load, the panel and service entrance details and the permit, requested through a link and checked against the existing service and the transformer.
Who decides?
Engineering in the Decision Desk with the capacity analysis, approving as is, approving with facility changes and the tariff cost, requiring a site visit, or declining with the reason.
Does the customer pay?
Where the tariff requires a contribution for upgraded facilities beyond the allowance, shown and accepted on a secure screen before scheduling.
Related processes
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