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Customer service in highly regulated utility industries is as important as providing the utility, whether it is electricity, gas or water. The administration of medical baseline accounts, bankruptcies, escrows and investigating fraud are historically manual processes that benefit from digital tools, such as robotic process automation to handle the tedious tasks while staff can focus on exception handling and emergencies.  Workflows that track incidents and requests for service from the time of receipt through resolution are set up in a point and click configuration, not coding and programming.  The transparency so critical in audits is built in to the digital process and the mantra “Say It, Do It, Prove It” is a daily business practice, not an audit fire drill.