CASE MANAGEMENT · WORKFLOW AUTOMATION
Citizen Case Management for Debris Programs
How Watershed GeoData builds consolidated intake systems that unify phone, email, and web request channels into a single triage interface with automated notifications, duplicate detection, and spatial case routing.
SERVICE TYPE
System Design & Development
DOMAIN
Citizen Services & Intake
PLATFORM
ArcGIS Online · Power Automate
DEPLOYMENT
Embedded with program operations
The Problem
Three channels, zero visibility
On large-scale debris programs, citizens contact the program through phone calls, emails, and public-facing web forms requesting assistance. Each channel typically gets tracked separately: spreadsheets for phone logs, email folders, and an unconnected web submission queue.
Case workers have no way to determine if a citizen has already submitted through a different channel, leading to duplicate cases. There is no triage capability, no status tracking, and no way to route cases to the appropriate jurisdiction. Hundreds or thousands of existing cases across these fragmented sources need consolidation without losing any records.
Our Approach
One inbox, automatic triage, instant notification
We build unified case management platforms centered on an ArcGIS Online feature service that receives submissions from all channels. A public-facing Survey123 web form handles citizen self-service intake. Phone and email submissions are entered by staff through an internal Experience Builder interface that geocodes addresses to parcels.
Power Automate workflows push instant Microsoft Teams notifications when new cases arrive, enabling immediate triage. Normalized phone and address matching algorithms identify and merge duplicate records during legacy migration, creating a clean starting point for ongoing operations.
How It Works
1. Citizen submits request
Via public Survey123 web form, phone call (staff-entered), or email (staff-entered). All three channels write to the same feature service with standardized fields.
2. Automated notification triggers
New records trigger a Power Automate workflow pushing a formatted Microsoft Teams message to the triage channel with case details and a direct link to the record.
3. Case worker triages in Experience Builder
Staff reviews the case on a map-based interface, verifies the address against parcel data, checks for duplicate submissions, assigns jurisdiction, and sets initial priority.
4. Case routed to appropriate program
Based on request type and location, the case is routed to the relevant debris program track. Cross-reference with existing records identifies overlap with active operations.
5. Status tracked through resolution
Case status updated as work progresses. Closed cases retain full audit trail for program reporting and FEMA documentation.
Technical Architecture
Public Intake: Survey123 web form with address validation, request type classification, and photo upload capability. Accessible on mobile without app installation.
Staff Interface: Experience Builder dashboard with cross-filtered map, case attribute table, embedded Survey123 for data entry, and inline editing for triage operations.
Notifications: Power Automate flows monitoring the feature service for new records and pushing formatted Teams messages with case details and direct record links.
Duplicate Detection: Normalized phone number and address matching during legacy migration. Ongoing duplicate flagging based on address proximity and contact information overlap.
Legacy Migration: Existing cases from phone logs, email tracking sheets, and prior web submissions consolidated with source-channel tagging and merge documentation.
Cross-Reference: Spatial join against active debris operation records to identify cases already covered by existing work orders, preventing duplicate effort.
Experience Builder · Survey123 · Power Automate · Microsoft Teams · ArcGIS Online · Address Geocoding
Need a Unified Intake System for Your Debris Program?
Watershed GeoData builds case management platforms that consolidate multiple intake channels into a single triage interface with automated notification and spatial awareness.
