_edited.png){kind=small}
CivicLine Public Works · Local Government
Resident reports, ready for dispatch.
CivicLine Public Works turns resident reports into structured handoff cards for staff. It classifies the issue, geocodes the location, flags priority, checks for duplicates, and attaches photo context. The system can alert staff quickly, but a person still makes the dispatch decision.
0
Auto-dispatches
11
Issue categories
8
Pipeline stages
The Pipeline
Eight stages.
Every resident report runs through the same observable intake path. Each stage creates a traceable result that staff can override. The value is not autonomous dispatch; it is getting clean, prioritized information in front of the right person faster.
01
Classify
Map free-text reports to one of 11 categories.
05
Photo analysis
Hazard detection. Advisory; never decisive.
02
Geocode
GPS-first, address fallback, confidence flag.
06
Notify
P1 fires SMS or PagerDuty before view loads.
03
Priority
P1–P4 scoring. Life-safety always P1.
07
Cross-juris check
If the address is outside city limits, route, don't reject.
04
Dedupe
Match against open tickets within a radius.
08
Handoff
Card lands in the dispatcher console.
Resident submits
Pipeline runs in seconds
Dispatcher acts
Coverage
Eleven categories. Six channels.
The categories are tuned to the work order systems most public works departments already use. The channels reflect that residents report problems wherever it's easiest for them — sometimes the official web form, sometimes a tweet, sometimes a photo to an email address.
Categories 11
Channels 6
Web form
The default. Mobile-friendly. Photo upload built in.
Email intake
Forward reports@yourcity.gov. Attachments parsed.
Phone (ASR)
Call leaves a voicemail; transcribed and classified.
Photo upload
Standalone "just send a photo" path. GPS read from EXIF.
Mobile app
Webview wrapper or native bridge into your existing app.
Social media
Monitor a tag or mention; ingest with the same pipeline.
P1 Life-Safety
Life-safety reports reach staff fast.
For categories where minutes matter — downed wires, water main breaks, active flooding — the pipeline can alert the on-call team before the dispatcher opens the console. The alert is escalation, not emergency dispatch.
T+0s
T+2s
T+3s
T+4s
T+5s
T+30s
Resident submits a photo.
"There's a downed wire on Elm. It's sparking." Photo attached. GPS in EXIF metadata.
Classified: downed wire.
Category match in milliseconds. Downed wire always means P1 — no confidence threshold required.
Geocoded and deduped.
GPS resolves to 412 Elm Street. No open ticket within 100 meters. New ticket queued.
Photo confirms hazard.
Vision model flags visible arcing on a low-hanging line. Advisory only — the priority was already set.
On-call staff receive the alert.
SMS and PagerDuty notify the configured team. The resident receives an acknowledgment with the assigned ticket number, while staff confirm the response path.
Dispatcher opens the handoff card.
Console shows the ticket, the photo, the GPS pin, the resident's contact info, and the recommended response path. The agent has prepared the handoff; the dispatcher decides what happens next.
Boundaries
What it won't do.
The deliberate limits are as important as the capabilities. A triage agent that closes its own loops is a liability — both legally and operationally.
01
It doesn't dispatch.
The handoff card lands on a dispatcher's screen. A human reads it, confirms the ticket, and sends the crew. Every dispatch decision sits with a person.
03
It doesn't generate its own ticket IDs.
Ticket numbers come from your work order system. The agent only creates the record; the system of record assigns the identifier.
05
Photo analysis is advisory.
The vision model can flag visible hazards. The dispatcher can override the flag. The priority that triggers a P1 is the category, not the photo.
02
It doesn't modify existing tickets.
The agent only creates new tickets. Updates, closures, and reassignments are all human-driven, through your existing work order system.
04
It never says "not our problem."
If the address is outside your jurisdiction, the agent acknowledges the resident, locates the right agency, and routes the report constructively. Cross-jurisdiction handoff is a feature, not a deflection.
06
The dispatcher can always override.
Priority, category, geocode confidence, dedupe match — all overridable. The agent's job is the first pass; the dispatcher's job is the call.
Work Order Systems
It speaks to what you already run.
Tickets are created in the work order system you already use. The agent is the front door; your existing system stays the system of record.
Cityworks
Service-request creation via the standard Cityworks API. Categories map to your existing problem codes.
Cartegraph
OMS service request creation. Asset linkage when your map data is loaded.
VueWorks
Request creation through the VueWorks integration layer. Photos attached as work-order assets.
Your system.
Any work-order system with a REST API. The connector pattern is one we adapt during onboarding.