Privacy Policy

1. Overview

Centricity GIS, LLC ("Centricity GIS," "we," "us," or "our") operates CivicBot, a SaaS 311 service request chatbot platform for cities and municipalities. This Privacy Policy explains how we collect, use, and protect information when you use CivicBot — whether as a city administrator or as a resident submitting a service request.

2. Information We Collect

City Administrator Accounts

• Name and email address (used for account creation and login)
• City name, state, and configuration preferences
• Billing information (processed by Stripe — we do not store card numbers)
• Cityworks/Trimble Unity API credentials (encrypted at rest)

Resident Service Requests

• Name, phone number, and email address (if provided — anonymous submissions are allowed)
• Service request description and issue type
• Address and geolocation coordinates
• Photos attached to service requests

Automatically Collected

• Browser type and device information (for widget functionality)
• IP address (for geofencing and security)
• Usage logs and error reports

3. How We Use Information

We use collected information to:

• Operate and improve the CivicBot platform
• Route service requests to the appropriate city department or work order system
• Send confirmation emails to residents (if enabled by the city)
• Send service request notifications to city staff
• Process billing and manage subscriptions
• Provide customer support to city administrators
• Detect and prevent abuse or unauthorized access
• Comply with legal obligations

We do not use resident data for advertising, marketing, or any purpose unrelated to operating the 311 service request workflow.

4. Data Sharing

We share data only as necessary to operate the platform:

• Anthropic: AI processing of service request descriptions and photo analysis via the Claude API
• Trimble / Cityworks: Service request data transmitted to the city's work order system
• SendGrid: Email delivery for notifications and confirmations
• Stripe: Payment processing for city subscriptions
• Microsoft Azure: Cloud hosting and database storage
• ESRI / ArcGIS: Address geocoding
• U.S. Census Bureau: Geographic boundary verification for geofencing

We do not sell, rent, or trade any personal information to third parties for commercial purposes.

5. Resident-Submitted Data

When a resident submits a service request through a city's CivicBot widget, that data is collected on behalf of the city. The city is the data controller for resident submissions. CivicBot acts as a data processor.

Residents should contact their city directly with questions about how the city manages their service request data. City contact information is typically available on the city's official website.

Residents may submit service requests anonymously — name, email, and phone are optional fields unless the city has configured them as required.

6. Data Retention

• Service request records: Retained for the duration of the city's active subscription, plus 90 days after termination
• City administrator accounts: Retained until account deletion is requested
• Photos: Stored as part of the service request record, subject to the same retention period
• Billing records: Retained as required by applicable law (typically 7 years)

Cities may request deletion of their data at any time by contacting info@centricitygis.com.

7. Security

We implement industry-standard security measures including:

• TLS encryption for all data in transit
• Encryption at rest for sensitive credentials
• JWT-based authentication with short-lived tokens
• Role-based access control (city admin vs. super admin)
• Hosted on Microsoft Azure with enterprise-grade infrastructure

No system is completely secure. If you believe you have discovered a security vulnerability, please contact us immediately at info@centricitygis.com.

8. Your Rights

City administrators may:

• Access, update, or delete their account information at any time
• Export submission records via the admin panel CSV export
• Request deletion of all city data by contacting us

Residents seeking access to or deletion of their service request data should contact the city that operates the CivicBot widget they used. We will cooperate with cities in responding to such requests.

9. Cookies

The CivicBot admin panel uses localStorage (not cookies) to maintain login sessions. The CivicBot widget does not set any cookies on resident browsers.

Our marketing website (civicbot.centricitygis.com) may use minimal analytics. No cross-site tracking or advertising cookies are used.

10. Contact Us

If you have questions about this Privacy Policy or how we handle your data, please contact:

Centricity GIS, LLC
Email: info@centricitygis.com
Website: centricitygis.com

We will respond to privacy inquiries within 5 business days.