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Citizen Service Portal
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Citizen Service Portal · Available now

Follow each service application from submission to delivery.

A public service team records each application against an organization and service definition. An operator owns the case, captures requirement outcomes and attaches evidence.

Start now Download Proto
  • No per-user fees
  • Manual work is free
  • Configure it in Proto
OverviewSubmitted Applications
Citizen Service Portal · Service applications

Submitted Applications

Service applications in one list

New service application
Service applications in view
6
Submitted
3
Verified
3
Submitted3
Residential parking permit for Anika DesaiSouth Harbor Civic Office
25 Oct
Tree removal review for Fatima NouriCedar County Permit Office
01 Nov
Address change request for Zara MensahPine Hollow Library District
25 Oct
Add
Verified3
Library access card for Luis HerreraCedar County Permit Office
12 Oct
Senior transit pass for Henry ChoEastbank Public Works
18 Oct
Sidewalk repair request for Noah KesslerRidgeview Housing Office
27 Oct
Add
Residential parking permit for Anika DesaiService applications · SA-81439
Submitted
Submitted date25 Oct
OrganizationSouth Harbor Civic Office
OwnerElena Varela
DefinitionStreet tree review
Approve revisionSA-81439 · Residential parking permit for Anika Desai

Citizen Service Portal Reviewer decides on the frozen source revision.

Waiting for Citizen Service Portal Reviewer
ApproveReturn
Example screen with sample data
Tables, ready to use
14
Saved views
14
Roles with set permissions
5
Reports and dashboards
8
Features

Work every application

Every feature works on the same records. Pick one to see the screen your team works in.

Applications

The operator creates a service application for a named public service and organization.

  • Prepare the case
  • Keep a named owner
  • Preserve the trace
  • Service applications
  • Organizations
  • Public services
  • People
Explore applications
OverviewDraft Applications
Citizen Service Portal · Applications

Draft Applications

Approval conditions

New
NumberNameOrganizationOwnerDefinitionStatus
SA-43295Residential parking permit for Anika DesaiNorth Quay Transit DeskFatima NouriSenior transit passesDraft
SA-79790Library access card for Luis HerreraHarbor Ward Service CenterHenry ChoCommunity market permitsDraft
SA-61884Tree removal review for Fatima NouriWillowfield Benefits AgencyElena VarelaStreet tree reviewDraft
SA-72864Senior transit pass for Henry ChoPine Hollow Library DistrictSamira OseiResidential parking permitsDraft
SA-11678Address change request for Zara MensahPine Hollow Library DistrictElena VarelaAddress record updatesDraft
6 of 6 records
Residential parking permit for Anika DesaiService applications · SA-43295
Draft
OrganizationNorth Quay Transit Desk
OwnerFatima Nouri
DefinitionSenior transit passes
Example screen with sample data
Process

Follow the case to delivery

Application to delivery ships ready to use. One step needs a named approval before the work moves on: Approve revision (Citizen Service Portal Reviewer).

Drag a card to another stage, or focus it and use the arrow keys. It updates to match the stage.

  1. Submit application

    Record the request under the right public service.

    Residential parking permit for Anika DesaiSA-81439 · Citizen Service Portal Operator
    Submit applicationBy Citizen Service Portal Operator

  2. Review requirements

    Check each requirement outcome and outstanding action.

    Residential parking permit for Anika DesaiSA-81439 · Citizen Service Portal Operator
    Review requirementsBy Citizen Service Portal Operator

  3. Verify evidence

    Attach and verify supporting documents.

    Residential parking permit for Anika DesaiSA-81439 · Citizen Service Portal Operator
    Verify evidenceBy Citizen Service Portal Operator

  4. Validate revision

    Freeze the submitted case revision for review.

    Residential parking permit for Anika DesaiSA-81439
    Validate revision

  5. Approve revision

    An independent reviewer records a decision.

    Residential parking permit for Anika DesaiSA-81439 · Citizen Service Portal Reviewer
    Approve revisionBy Citizen Service Portal Reviewer
    ApprovalCitizen Service Portal Reviewer decides on the frozen source revision.

  6. Deliver service

    Trace the approved action to its delivery reference.

    Residential parking permit for Anika DesaiSA-81439 · Citizen Service Portal Operator
    Deliver serviceBy Citizen Service Portal Operator

Start with Application review

Inside a record

Connect source and delivery records

Open any service application to see its application requirements, the roles that work on it, its process stages and its approvals on one page.

  1. 1
    Record details

    Submitted date, Organization, Owner and Definition.

  2. 2
    Application requirements

    Each line is linked to this service application.

  3. 3
    Who works on it

    Citizen Service Portal Administrator, Citizen Service Portal Operator and Citizen Service Portal Reviewer, each with their own permissions.

  4. 4
    Process stages

    Every status change, in order.

  5. 5
    Approvals

    Approve revision, with who decides.

Submitted ApplicationsResidential parking permit for Anika Desai
Citizen Service Portal · Service applications

Residential parking permit for Anika Desai

South Harbor Civic Office · Submitted

Log activity
1
Record details
Submitted date25 Oct
OrganizationSouth Harbor Civic Office
OwnerElena Varela
DefinitionStreet tree review
2
Application requirements

Residential parking permit for Anika Desai

ParentSequenceDescription
Tree removal review for Fatima Nouri70Provide current proof of residence
Library access card for Luis Herrera70Upload vehicle registration
Library access card for Luis Herrera20Include a tree assessment
Application requirements
6
Total sequence
260
3

Who works on it

  • Citizen Service Portal AdministratorManage public services
  • Citizen Service Portal OperatorManage application requirements, evidence documents, follow-up…
  • Citizen Service Portal ReviewerManage review decisions
5

Approvals

  • Approve revisionCitizen Service Portal Reviewer
    Approved
Example screen with sample data
Approvals

Decide on the exact revision

The reviewer records independent decisions on the source revision and reads the supporting case.

OverviewApprovals
Citizen Service Portal · Overview

Approvals

Signed in as Citizen Service Portal Reviewer

Waiting for you

4 To review1 Overdue2 Decided todayOnly mine
0 selectedApproveReturn
  • AR-24037Provide current proof of residence
    Tree removal review for Fatima NouriRequested by Citizen Service Portal Administrator
    Pending1dActions
  • AR-44734Upload vehicle registration
    Library access card for Luis HerreraRequested by Citizen Service Portal Administrator
    Pending4dActions
  • AR-90089Include a tree assessment
    Library access card for Luis HerreraRequested by Citizen Service Portal Administrator
    Pending3dActions
  • AR-45846Confirm date of birth
    Home energy rebate for Mei ArandaRequested by Citizen Service Portal Administrator
    Pending3dActions

Who approves what

DecisionApprover
Approve revisionAn independent reviewer records a decision.Citizen Service Portal Reviewer
1 approval rule · set per role in Proto
Example screen with sample data
Who can approve what
Roles

A workspace for each role

Everyone opens Citizen Service Portal to the work that is theirs. Pick a role to see what it starts with.

Citizen Service Portal Administrator

Maintains approved configuration: record entry on Public Services, read-only on all operational, review and provenance tables, and access to all four portal pages. No schema editing, deletion, bulk operations or export grants.

This is the first screen this role sees.

OverviewDelivered Applications

Delivered Applications

Service applications · Citizen Service Portal Administrator

NumberNameCompleted atDelivery referenceDefinitionStatus
SA-78657Residential parking permit for Anika DesaiPERMIT-2026-0184Sidewalk repair requestsDelivered
SA-44109Library access card for Luis HerreraCARD-2026-0442Residential parking permitsDelivered
SA-76703Tree removal review for Fatima NouriPASS-2026-0219Residential parking permitsDelivered
SA-92423Senior transit pass for Henry ChoLETTER-2026-0913Community market permitsDelivered
SA-21488Address change request for Zara MensahREBATE-2026-0374Community market permitsDelivered
6 of 6 records
Example screen with sample data

Roles and permissions

Reports

Read outcomes by service

Read application, review and delivery outcomes.

Overview
Citizen Service Portal · Overview

Citizen Service Portal dashboard

This quarter

Follow-up actions in view
6
Open
3
In progress
3
Due date within 14 days
4

Service applications by status

How far records got this quarter

StageReachedStep
Draft48
Submitted919%
Verified333%
Decided133%

Number of service applications by status

Sample counts per stage

100
10Draft
-30Submitted
-50Verified
-60Decided
-20Delivered
Example screen with sample data
  1. 01Applications by service and status

    Count applications by Definition and Status.

  2. 02Submission to completion

    Compare submitted date and completed at by service.

  3. 03Requirement outcomes

    Count Pending, Accepted and Rejected outcomes by Parent.

  4. 04Evidence verification

    Group documents by Verified and Source.

  5. 05Reviewer decisions

    Count Decision values by Reviewer and source revision.

  6. 06Open follow-up workload

    Group Open and in progress actions by assigned to and due date.

  7. 07Delivery execution

    Follow operation runs and their operation steps by Source and status.

  8. 08Revision history

    Read state history and review decisions by application and source revision.

All reports and dashboards

Who it's for

Fit the work to your office

See how Citizen Service Portal fits your kind of team.

Municipal permit offices

A permit office can register a request under the relevant public service and organization.

Public benefit agencies

A benefit team can track each application by its citizen reference, owner and service definition.

Department service teams

A department handling formal service requests can assign cases, collect evidence and follow delivery attempts.

Controls

Keep the full case history

Each stage of application to delivery names the role that acts and the status it records, so a change is never anonymous.

OverviewApplication to delivery
Citizen Service Portal · Process

Application to delivery

Each stage, the role that acts and the status it records

Process stages
10
Approval steps
1
Roles involved
2
Tables touched
1
Submit application
Citizen Service Portal Operator
StatusDraft → Submitted
Validate revision
Any role with access
StatusSubmitted → Verified
Record decision
Any role with access
StatusVerified → Decided
Application to delivery
  1. Start
    Submit applicationDraft → Submitted
    Citizen Service Portal Operator
  2. Step
    Validate revisionSubmitted → Verified
  3. Approval
    Approve revisionCitizen Service Portal Reviewer
    Citizen Service Portal Reviewer
  4. Step
    Record decisionVerified → Decided
  5. Step
    Deliver serviceDecided → Delivered
    Citizen Service Portal Operator
Example screen with sample data

See each stage in detail

AI agent

Prepare with Proto

Ask Proto to prepare and explain application work.

It can

  • Operator: Ask for the applications assigned to you that still have pending requirements or open follow-up actions.
  • Reviewer: Ask for a revision summary with the requirement outcomes, evidence verification and recorded reasons before deciding.
  • Administrator: Ask which public services are active and which organization owns each one.
  • Analyst: Ask for applications grouped by service and current status, then inspect the underlying records.

Stays with a person

  • A person must make the independent review decision and resolve uncertain external outcomes.
  • Proto can prepare the record and explain its links; the assigned team member checks the evidence and records the authorized action.

Set up an agent

Integrations

Connects to the tools you use

Set up connections through ERP.AI and Proto workflows, with every change logged.

  • Citizen Service Portal
  • Source intake
  • Delivery provider
  • Document source
Data model

Your data, in tables you can change

Every record lives in a table you can see, extend and export. Add fields or whole tables in Proto.

Browse all 14 tables
14tables
  • Applications4
  • Requirements3
  • Evidence3
  • Decisions4
  • Delivery4
  • Corrections4
Implementation

Roll out one team at a time

Start with one team and one process, then add the rest once the basics are running.

  1. Define the service

    Create the organization, people and public service. Agree the policy reference and effective dates.

  2. Set up access

    Assign operators and independent reviewers to the organizations they serve. Check read access separately.

  3. Prepare cases

    Enter a representative application, requirement lines, evidence and follow-up actions.

  4. Rehearse decisions

    Submit, validate and review the source revision. Include a returned decision with a useful reason.

  5. Trace delivery

    Follow the operation run, ordered steps and delivery reference. Test a failed or uncertain attempt.

Read the implementation plan

Pricing

$0per user

The base account and everyday work in the ERP.AI app are free, for every user.

  • No per-user or per-seat fees
  • Viewing, editing, approving and exporting records in the app is free
  • Pay only for machine work: API calls, imports, workflows and AI agents
  • Prepaid credits from $5. Purchased credits never expire

Pricing details

Machine work rate card Included per $1 of credit

Machine work rate card
UsagePer $1
Record reads (list, filter, get)20,000
Search or aggregate queries4,000
Record writes4,000
Imported or synced records200,000
Workflow runs2,000
AI agent runs2,000
Scheduled jobs or webhooks20,000
File uploads (MB)2,000
CSV or PDF exports100
FAQ

Questions, answered

Scope, rollout and pricing for Citizen Service Portal.

All questions
How do I get started?

Click Get started, then use Proto to configure Citizen Service Portal for your business. Begin with one organization, one public service and a representative application from submission through review.

Who prepares an application?

Citizen Service Portal Operator enters the case, requirement lines, evidence and follow-up actions for an authorized organization.

Who makes the review decision?

Citizen Service Portal Reviewer decides on a frozen source revision independently of the person who prepared it.

Can a reviewer return a case?

Yes. The review decision can be Returned with a reason. The operator addresses it and sends a successor revision for review.

How are supporting documents handled?

evidence documents link each attachment to its application and records a verification value and verifying person.

How do we see delivery progress?

The application status and delivery reference sit beside operation runs, steps and attempts in the case workspace.

What if a delivery result is uncertain?

Read the operation key, attempt and external receipt details, then assign investigation before taking another action.

What happens after a delivered case changes?

The correction path preserves earlier evidence, decisions and completed steps while creating a successor revision for independent review.

Can analysts change applications?

Read Only Analyst reads authorized summaries and records without operational editing rights.

How do we connect another source?

Review source mappings for the public service and agree the field transform and external reference before using a source payload.

Set up Citizen Service Portal your way.

Start free, then use Proto to change fields, steps and approvals before your team goes live.

Start now Download Proto

How to get started

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