Service Navigator

A jurisdiction-aware case management solution designed to streamline service request handling for municipalities and service entities.

Built on Microsoft’s Power Platform, it integrates geospatial intelligence via ArcGIS to automate jurisdiction identification, case routing, and reporting.

Key Features

• Jurisdiction Awareness: Automatically determines the appropriate service jurisdiction for each case using geocoded location data and ArcGIS integration.
• Role-Based Access: Supports distinct roles—Administrator, Customer, Service Worker, and Service Manager—each with tailored permissions and workflows.
• Case Lifecycle Management: Enables users to create, view, edit, route, and close service cases with full traceability and jurisdictional context.
• GIS Integration: Embeds interactive maps and geospatial data directly into case forms, enhancing accuracy and visualization.
• Power Automate Flows: Manages asynchronous logic for jurisdiction assignment, validation, and error logging, ensuring robust and scalable automation.
• Portal Integration: Offers a Power Pages site for public-facing case submission, including anonymous and authenticated user flows.
• Reporting & Analytics: Visualizes service activity trends and hot/cold spots across jurisdictions using integrated mapping and reporting tools.

Technical Architecture

• Model-Driven App: Centralized interface for managing service jurisdictions and navigating case data.
• Canvas Page Configuration: Admins can manage API keys, map URLs, and feature layers through a user-friendly GUI.
• Security Model: Custom roles ensure secure access and data integrity across different user types.
• Data Model: Includes entities for Service Jurisdiction, Jurisdiction Class, Case, Contact, and Configuration Settings.
• Power Pages Portal: Facilitates case submission, viewing, and map-based interaction for external users.

Use Cases

• Administrators configure jurisdiction boundaries and map settings.
• Customers submit service requests via portal forms.
• Service Workers validate, route, and resolve cases.
• Service Managers oversee case quality, monitor trends, and generate reports.