My ThornvaleThornvale Utilities Inc.
Signed in as Customer login — self-service for contract accounts
Sample dataCustomer login — self-service for contract accounts
Fault report V-2026-0418
Hot water drops off in the morning — state, appointment and the full history.
V-2026-0418 — Hot water drops off in the morning
Awaiting your replyReceived 17 Jul via the portal
Contract account
- Contract account
- 4711-0293
- Supply address
- 12 Maple Way, second floor, Thornvale, OH 45042
- Service
- District heating
- Heat interface unit
- HS-0447, installed 2016
Report
- Type
- Fault report, no immediate hazard
- Reported by
- Claire Bannister
- Noticed since
- 15 Jul, mornings between 6 and 8
- Description
- Hot water turns cold after about two minutes. Normal in the evening and at weekends.
Handling
- Responsible
- Technical service, north district
- Your contact
- J. Sedgwick
- Reserved window
- 14 Aug, 8 am – 12 noon
- Open question
- Does the pressure drop on the ground floor as well? Please reply by 5 Aug.
Where the case stands
Report received
17 Jul, 8:41 PM — via the portal
Receipt confirmed
17 Jul, 8:41 PM — with case number
Remote check
18 Jul — heat interface unit read remotely
Question to you
19 Jul — your reply is outstanding
Site visit and sign-off
planned 14 Aug, 8 am – 12 noon
Appointment windows in August
Free windows for the service crew in your district. Nothing can be booked or moved in this demo.
Mon 11 Aug
8 – 12
No window free
fully booked
Tue 12 Aug
8 – 12
Window free
service crew north
13 – 17
Window free
service crew north
Wed 13 Aug
13 – 17
Window free
service crew north
Thu 14 Aug
8 – 12
Your appointment
J. Sedgwick — hot water fault and meter exchange
Fri 15 Aug
8 – 12
No window free
fully booked
History
Report submitted through the portal
17 Jul, 8:41 PMHot water goes cold shortly after opening the tap in the morning, fine in the evening.
Claire Bannister
Receipt sent
17 Jul, 8:41 PMCase number V-2026-0418, reply promised within two working days.
Portal
Heat interface unit read remotely
18 Jul, 9:15 AMFlow temperature within range, return temperature noticeably high between 6 and 8 in the morning.
Technical service
Question sent to the customer
19 Jul, 11:02 AMDoes the pressure drop on the ground floor as well? Reply requested via the message box.
J. Sedgwick
Appointment window reserved
22 Jul, 8:30 AM14 Aug, 8 am – 12 noon, combined with the meter exchange that is due anyway. The reservation lapses if the question is unanswered by 5 Aug.
Scheduling
How Awelior would approach this project
Thornvale Utilities Inc. is invented — the way it is built is not. None of this is work delivered for a client. It is the shape we would give such a project — with the same depth, but without a client who would have to answer for it.
Where it starts
Thornvale Utilities Inc. takes meter readings, changes installments and issues annual statements. All three run over the same phone line, and all three cluster at the same time: Mondays, after the reading cards go out, and after billing. They are simple transactions — they are just never where the customer happens to be.
Decisions
Cases, not forms
Whatever the customer starts gets a number, a status and a history. A form that submits and then says nothing leads to the “did that arrive?” call — that is, precisely the call it was meant to prevent.
The meter reading gets its own route
It is the most frequent transaction and therefore needs the shortest path: its own area, few fields, a plausibility check against the previous value. Everything else is allowed to take longer.
Documents are holdings, not attachments
Invoices and statements sit in an area of their own, permanently retrievable. Carrying them as attachments to a message would mean they vanish with the message — and the folder at home stays the only place they exist.
Deliberately left outNo plan changes and no contract signing in the portal. Both intervene in live contracts, need cancellation terms and a record of who agreed to what, and are therefore a project in their own right — a self-service area has to carry the everyday transactions first.
What is in it
- Screens
- 5
- Content blocks
- 17
- Languages
- 4
Five screens, in all four languages, with sidebar, header and stated role. Navigation works; tables, filters, calendar, step chains, history, charts and forms are rendered and inert. Contract accounts and meter readings are invented.
How it would go on
Sign-up and account matching
A customer has to register and be linked to their contract account — for utilities that is the most demanding part and the one with the greatest scope for abuse.
The billing system
Readings, instalments and invoices come from the system of record. Without that link the portal is a front end over a mailbox.
Accessibility as an obligation
For a utility a self-service area is not an optional extra. What gets built here has to be usable with a keyboard and a screen reader from the start.
An application like this for your business?
My Thornvale is invented — the way it is cut is not. Applications like this come out of the processes a business already runs.
Sample application by Awelior. Invented business, invented data, nothing stored.