Start service for a new customer
How do we start service for a new customer online or by phone with identity verified, the premise matched, the deposit decided and the account created in CIS?
Run the new account as one screen with the checks inside it. Callvu takes the new customer's identity on a secure screen and verifies it under the identity theft program (the identity document, the identifiers, the knowledge or database checks, the red flags), prefills what the premise database knows about the address (the services available, the meters, the prior account's status), classifies the request (a new residential account, a landlord, a prior customer returning with a balance), runs the deposit and credit decision inside the request with the adverse action notice where a report drives it, takes the start date against the tariff's notice and the field schedule, routes a red flag or a premise exception to the service desk in the Decision Desk, and creates the account and the start order in CIS and the billing system with the confirmation and the welcome information sent.
In scopeComplex: multi-party handoffsCallvu moves: prefill, classify, decide, write back
Last updated November 7, 2026.
The problem today
Service was started in a name the applicant had stolen, and the real person found out from a collections notice a year later.
A new account is the moment the utility decides who it is billing. Taken by phone with a name, a date of birth and a social security number read aloud, it is also the moment identity theft enters the books: service in a stolen name at a premise the victim has never seen, a balance that follows the victim to collections and their credit file. The deposit decision, made by an agent from memory, is inconsistent and sometimes discriminatory.
The Red Flags Rule requires a program to detect and respond to the warning signs at account opening; the tariff sets the deposit rules and the premise conditions; the FCRA requires an adverse action notice where a credit report drives the deposit; the premise database knows what services exist at the address. The account the process creates after these checks is the one the utility can bill with confidence.
A verified identity, a matched premise and a deposit decided by rule make a new customer the utility is glad to have.
How it runs
From the requestto the system of record.
A person applies for service at an address online, in the app, from the Visual IVR or with an agent. Callvu opens the application.
- Applicant
- Provides identity and the identifiers on a secure screen, uploads the identity document where required, chooses the start date and accepts the terms.
- Agent
- Sends the link on a call or works the same screen; never takes identifiers aloud.
- Service desk and fraud team
- Decide red flags and premise exceptions in the Decision Desk.
- Callvu
- Verifies identity, prefills the premise, classifies, runs the deposit decision, checks the date, routes and creates the account.
Verify identity and prefill the premise
The applicant enters their name, date of birth, contact details and the identifiers the policy requires on a secure screen (never read to an agent), uploads the identity document where the policy calls for it, and the identity is verified against the program's checks (the document read, the identifiers matched, a knowledge or database check); the address is matched to the premise database and the services, the meters and the prior account's status are prefilled.
Classify and decide the deposit
The request is classified (a new residential customer, a prior customer with history or a balance at another premise, a landlord or property manager, a commercial applicant routed to its process); the deposit and credit decision process runs inside the request under the tariff (a waiver for good history, a credit-based decision with the consent, a deposit amount or installments), and the adverse action notice is produced where a credit report drives it.
Take the date and decide exceptions
The start date is checked against the tariff's notice and the field schedule where a visit or a meter set is needed; a red flag from the identity checks (a mismatch, an address associated with fraud, a prior fraud claim), a premise with an active account or a disconnection for tampering, or a prior balance the tariff requires settled goes to the service desk or the fraud team in the Decision Desk with the application and only the allowed outcomes (start, start with conditions, require more verification, or decline with the reasons and the notice).
Write back
The account is created and the start order written in CIS and the billing system with the deposit and the terms accepted, the field order is created where needed, the applicant receives the confirmation, the welcome information, the rate and the rights and responsibilities notices the commission requires, and the communication consents and preferences are captured through their process.
Where it ends: The new customer was verified under the program, matched to the premise, given a deposit decision by rule with the notice where required, and created once in CIS with the start order and the commission's notices sent. The Decision Trace shows the identity checks, the classification, the deposit decision and any exception decision; the Audit Trace shows the entries, the document, the account creation and the order with time.
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
The website, the app, the Visual IVR's link or an agent's link; the applicant enters identity on a secure screen.
The back office
The service desk and the fraud team decide only red flags and premise exceptions; CIS receives one account.
The Decision Desk
- A red flag, an occupied or tampered premise, or a prior balance the tariff requires settled goes to the service desk or the fraud team in the Decision Desk with the application and only start, start with conditions, require more verification, or decline with reasons and the notice.
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.
How is identity verified?
On a secure screen under the utility's Red Flags program: the identity document read, the identifiers matched, a knowledge or database check, and any red flag decided by a person before the account is created.
How is the deposit decided?
By the tariff's rule inside the request: a waiver for good history, a credit-based decision with consent, or an amount or installments, with the FCRA adverse action notice where a credit report drove it.
Can an agent take the application?
Yes, by sending the link or working the same screen; the applicant enters the identifiers themselves, so nothing sensitive is read aloud.
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