The problem
The existing vendor-supported service-call application was discontinued. Two utilities needed a replacement that could handle customer lookup, dispatch, field locations, and hazard reporting without losing the workflow their operations depended on.
What I built
I built a service-call platform around those existing operational needs. Dispatchers can look up customers, create and track calls, record hazards, and follow work through resolution. Field locations and company authentication are integrated into the same system.
The important choice was to fit the utility workflow rather than adopt a broader service-management platform. Integrating customer records, location data, and company sign-in kept the replacement focused on the work people actually needed to do.
The result
- Utilities served by one application
- 2
- Estimated equivalent annual vendor subscription cost
- $60K to $120K
The application replaced the discontinued vendor dependency and brought customer lookup, call tracking, hazard records, and location information into one workflow.
Estimated annual ServiceNow Field Service Management subscription cost. Internal development and operating costs are excluded.
Under the hood
The architecture, integrations, and implementation behind the application.
Architecture and security
Backend Infrastructure
- ASP.NET framework with C# enterprise middleware
- Active Directory integration for centralized authentication and role-based access
- SQL Server database with comprehensive customer and service call management
- SOAP Web Services for system integration and data exchange
- GPS integration services for location tracking and mapping
- Complete audit trail and lifecycle management with data persistence
Frontend Experience
- ASP.NET web forms with intuitive service call management interface
- Multi-parameter customer lookup with real-time search capabilities
- GPS integration for field technicians with automatic location capture
- Hazard and observation documentation system
- Export capabilities in multiple formats (PDF, Excel, CSV)
- Responsive design supporting field and office operations
Security Implementation
- Active Directory authentication with single sign-on integration
- Role-based access control leveraging AD security groups
- SQL Server security with encrypted data persistence
- Input validation and comprehensive error handling
- Department-specific access controls and audit logging
Features and workflows
Field Service Management
GPS-Enabled Call Creation: Service technicians create, update, and manage service calls directly from field locations with automatic location capture
Real-Time Updates: Live call status updates and communication between field and office
Mobile Optimization: Responsive design supporting field operations across utility service territories
SOAP Integration: Seamless data exchange with existing utility management systems
Customer Service Operations
Multi-Parameter Search: Comprehensive customer lookup using multiple search criteria
Rapid Call Creation: Quick customer issue resolution and service call generation
Customer History: Complete service history and interaction tracking in SQL Server
Integration Ready: SOAP Web Services enable connection with existing customer management systems
Safety and Compliance Tracking
Hazard Documentation: Integrated hazard and observation tracking system
Regulatory Compliance: Support for utility industry safety and reporting requirements
Safety Records: Comprehensive safety record maintenance for both utilities
Incident Reporting: Complete incident documentation and follow-up tracking
Implementation details
Core Services Architecture
- CustomerLookupService → Multi-parameter customer search using SQL Server stored procedures
- ServiceCallService → Complete call lifecycle management with C# business logic
- LocationService → GPS integration and mapping functionality
- HazardTrackingService → Safety observation and incident documentation
- ExportService → Data export in multiple formats using .NET libraries
- AuthenticationService → Active Directory integration and user management
- AuditService → Complete tracking and compliance reporting
Security & Middleware Layer
- AuthMiddleware: Active Directory session management and user authentication
- AccessControlMiddleware: Role-based authorization using AD security groups
- ValidationMiddleware: Comprehensive input sanitization and validation
- AuditMiddleware: Complete action logging and compliance tracking
API Design
- SOAP Web Services: Enterprise-grade service architecture for system integration
- Service Call Management: Full CRUD operations with lifecycle tracking
- Customer Management: Advanced search and data retrieval through stored procedures
- Location Services: GPS integration and mapping capabilities
- Export & Reporting: Comprehensive data export and analytics
Technology stack
Backend
- ASP.NET
- C#
- SQL Server
- SOAP Web Services
- GPS Integration
Frontend
- ASP.NET Web Forms
- JavaScript
- CSS
- HTML
- AJAX
Security
- Active Directory
- Role-based Access
- SQL Server Security
- Input Validation
Integration
- SOAP Web Services
- GPS Mapping
- Export Libraries
- Audit Logging