Cityworks Magazine Fall 2019

magazine

FALL 2019

EMPOWERING COMMUNITIES

WITH GIS INTELLIGENCE

FEATURING: Apex, NC Green Bay Water Utility, WI Lehigh County Authority, PA

DuPage County, IL Harford County, MD Escondido, CA

Thomasville, GA Delray Beach, FL Dublin, OH

SNEAK PEEK

DEC 4–6 | SALT LAKE CITY, UT

Conf Ad LEARN. CONNECT. SHARE.

EMPOWERING

Where: Cityworks Conference is fast approaching. Don’t miss out on our incredible line-up, packed with interactive sessions, customer-led breakouts, inspirational keynotes, and plenty of time for networking.

Join us to share how you are using Cityworks and ArcGIS® to lead innovation at your organization.

Get a glimpse of what to expect at conference on page 45.

Reserve your seat today at where.cityworks.com.

Complimentary registrations are available for Cityworks clients.

Contact your Customer Success Manager for more information.

2 CITYWORKS MAGAZINE

CONTENTS

4

Empowering Communities with GIS Intelligence

40

42 45

5 Ways to Improve Pavement Management

Manage Your Assets in the Field with Respond 2.0

At a Glance: Cityworks Conference Sessions

4

Empowering Communities with GIS Intelligence

6

Cityworks GIS-Centric Characteristics

7

Esri Special Achievement in GIS Awards

8

4 Ways to Save Costs in Your Operations

10

Metering the Millennial Mayberry with Cityworks & ArcGIS

14

Keeping Water at Bay in Wisconsin

18

Reimplementation, Release, and Buy-In

22

From Worksheets to Smartphones

26

Modernizing Operational Maintenance at Treatment Plants

29

Citizen-Focused Community Development

32

Bridging the Gap Between City Departments

34

Responding for Efficiency in Delray Beach

38

Helpful Tools for Visualizing Asset Data

40

5 Ways to Improve Your Workflows with

the New Pavement Management App

42

Manage Your Assets in the Field with Respond 2.0

43

Partnering for Success

44

Events We're Attending

45

At a Glance: Cityworks Conference Sessions

FALL 2019 1

ADVISORY BOARD Brian Haslam | President & CEO George Mastakas | Vice President, Enterprise Solutions Wayne Hill | Vice President, Client Relations Brent Wilson | Vice President, Sales Becky Tamashasky | Vice President, Vision & Product Engineering Sheldon Bagley | Vice President, Development Jed Call | Executive Director, Marketing Steve Thomas | Executive Director, Customer Support MAGAZINE STAFF

HAVE YOU HEARD OF BFRB? Roughly 1 in 50 people suffer from at least

one body-focused repetitive behavior (BFRB) such as skin-picking or hair-pulling.

Sara Adelman | Editor

We are proud to host a silent auction fundraiser

Kaye Ryser | Assistant Editor

at Where: Cityworks Conference in support

Kelsey Haddox | Graphic Designer

of the TLC Foundation, a nonprofit organization

MARKETING AND COMMUNICATIONS

devoted to ending the suffering caused by BFRBs.

Cindy Curletti | Marketing Manager Wyatt Duclos | Marketing Coordinator

This year, our goal is to raise $5,000. We can’t do it without your help.

HOW YOU CAN HELP

SUBSCRIPTIONS To subscribe, change your address, or cancel your subscription: stories@cityworks.com CONTACT US Tel: 801-523-2751 Email: stories@cityworks.com

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CITYWORKS, A TRIMBLE COMPANY 11075 South State Street, Suite 24 Sandy, UT 84070 801-523-2751 www.cityworks.com

get started. Have a question? A suggestion? Want

The information contained in this document is the exclusive property of Azteca Systems, LLC, a Trimble company. This work is protected under United States copyright law and other international copyright treaties and conventions. No part of this work may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying and recording, or by any information storage or retrieval system, except as expressly permitted in writing

by Azteca Systems dba Cityworks. All requests should be sent to Attention: Contracts and Legal Services Manager, Cityworks, 11075 south State, Suite 24, Sandy, UT 84070, USA. The information contained in this document is subject to change without notice.

TRADEMARKS: Cityworks®, Cityworks Logo, Empowering GIS, GIS Empowered, the Three Layer Map Logo, Enables the Power of Where, @cityworks.com, cityworks.com, mycityworks.com, Azteca Systems, the Azteca Systems logo and Azteca Systems products referenced herein are either trademarks, registered trademarks, or service marks of Azteca Systems in the United States, Canada, the European Community, or certain other jurisdictions. Trimble® and the Trimble logo are a registered trademarks of Trimble, Inc. Other product and company names mentioned herein may be the trademarks or registered trademarks of their respective owners.

Changes are periodically added to this information. Cityworks may make improvements and/or changes in the product(s) and/or the program(s) described herein at any time. In no event shall Cityworks and/or its respective suppliers be liable for any special, indirect, or consequential damages or any damages whatsoever resulting from loss of use, data, or profits, whether in an action of contract, negligence, or other tortious action arising out of or in connection with the use or performance of software, documents, or failure to provide services.

No part of this document may be reproduced or transmitted in any form.

2 CITYWORKS MAGAZINE

to get involved? Contact events@cityworks.com.

2019 EVENTS WE'RE

ATTENDING ICC Safety & Design Expo October 20-21 | Las Vegas, NV

ICMA Annual Conference October 20–23 | Nashville, TN

GeoConX October 27–30 | Atlanta, GA Full list of events on page 44.

A LETTER FROM BRIAN October 3, 2019 Dear Friends, When we launched Azteca Systems with its Cityworks products as a fledgling startup 24 years ago, we set out to change how local government and utilities leverage their investment in Esri’s GIS platform to improve public asset management. Although we were a small team, we were determined to make a difference with our GIS-centric approach. Today, Cityworks is a recognized leader in providing innovative local government and utility software, with more than 700 organizations worldwide using our technology.

I am excited to announce that, on September 30, Azteca Systems, LLC signed an agreement to become part of Trimble, Inc. This has been a deeply contemplative decision. A long-time strategic partner, Trimble has been a friend and a tremendous advocate of Cityworks and the work we all aspire to do. Our joining with Trimble is strategic and will help us improve solutions for our customers who can benefit from improved infrastructure performance, increased productivity and better returnon-investment associated with infrastructure construction and operation. The synergies created between both companies will accelerate our GIS-centric mission to help improve public asset management and communities around the world.

Trimble is a leader in developing technology that transforms the way the world works and in delivering products and services that connect the physical and digital worlds. Like Cityworks, Trimble builds purposedriven products through enterprise lifecycle solutions across a broad range of industries such as utilities, agriculture, construction, geospatial, airports and transportation. And, Trimble is a long-time Esri partner.

As this next chapter unfolds, I am committed to the success of Cityworks.

This will never change. You are a valued customer, and we want to ensure that our relationship with you will not change. Customer success is the foundation of our approach to business. You will continue to receive the same high level of service and support you have come to depend upon from the Cityworks staff. All of your existing contacts for management, sales, support, and services will remain the same.

As a Trimble company, we have an exciting future, further securing Cityworks as the market leader in GIS-centric public asset management.

More than ever, our talented and committed team of employees, executive staff and management, and me as president and CEO look forward to the opportunities ahead with enthusiasm to ensure your continued success.

Our foundational four pillars that drive our success are unchanged: GIScentric technology, our employees, our clients, and our partners.

Our commitment to Esri’s platform will be undiminished. Cityworks will remain the leading ArcGIS pure-play you have always relied on. Our vision is fully supported by Trimble, including expanding toward new markets we can serve.

We are grateful for the trust you put into Cityworks and we remain committed to helping you do good locally.

Sincerely,

Brian Haslam President and CEO FALL 2019 3

EMPOWERING COMMUNITIES WITH GIS INTELLIGENCE

BY BRIAN HASLAM, CITYWORKS

J

uly marked the 50th anniversary of the Apollo 11 moon landing. I was just 11 years old in 1969, and I remember

sleeping out in the backyard one evening that summer and gazing at the moon while marveling that people have actually been there. Not just been there, walked there.

What an incredible feat of human ingenuity, collaboration, and deliberate focus on success.

Since the Apollo mission, countless reviews, case studies, documentaries, and films have recounted the remarkable journey to the moon. In a recent issue of

Businessweek, Peter Coy reflected on

NASA and its partners understood the

in an open database, and it models

the five management strategies that

importance of prioritizing effectiveness

infrastructure assets efficiently

defined the Apollo missions—and

over elegance. Before astronauts could

and effectively. ArcGIS as the asset

how they are still valid today.1

land on the moon, entire missions were

repository became the foundation

dedicated to testing the lunar and

of what we called GIS-centric.

• Have a clear objective, and use it to keep your project on track.

• Harness incongruence, because

command modules, executing flight paths, and checking vital equipment.

The success of the Apollo 11 mission

dissenting voices can help

was the result of nearly a decade

you overcome critical flaws.

of applied engineering, consistent

• Delegate but decide.

Teamwork is valuable, and

collaboration, and incremental success.

Today, many technologies claim to be GIS-centric but don't use ArcGIS as the singular authoritative geodatabase. We are clear in our definition of GIS-centric: Cityworks is a pure-play ArcGIS solution designed to leverage an organization’s

At the Esri User Conference, I had the

investment in ArcGIS for public

pleasure of hearing presentations

asset management and community

from several Cityworks clients: Tameka

development. (See page 6 for the

elegance, especially when it

Allen and Michelle Pearman at the

Cityworks GIS-Centric Characteristics.)

comes to technology design.

City of Augusta, Chad Foley at the

so is strong leadership.

• Prioritize effectiveness over

• Improvise, because things rarely go according to plan.

City of Raleigh, and Clint Hutchings at the City of West Jordan. Each of these cities has found success in

While each of these points rings

collaborating across departments and

true, prioritizing effectiveness

setting incremental goals to improve

over elegance seems particularly

the effectiveness of their operations.

relevant in our day-to-day work.

Cityworks and ArcGIS together provide the backbone to help you improve your operations, respond to community needs, and do good locally. They combine to transform the complexity of managing your community infrastructure into an

They also demonstrated how different

orchestrated process that supports

On the launch pad, the Saturn 5

types of smart technology, when

decision making, customer service,

rocket was beautiful to behold:

coupled with a GIS-centric approach,

and economic growth. Because the

massive in height, powerful, and

can improve their ability to respond

GIS-centric platform is open, your

streamlined. Over the course of

to community needs and do good

organization can achieve incremental

the Apollo mission, sections of the

locally. For example, installing smart

improvements by adding to its

Saturn 5 rocket were intentionally

sensors on municipal garbage cans

core with smart technology.

discarded, leaving just the minuscule

may not seem elegant on the surface.

lunar and command modules.

When the sensors are tied to ArcGIS®

On their own, the modules looked awkward and unimpressive in contrast with the streamlined rocket. But the lunar and command modules weren’t designed to be elegant as much as they were designed to perform specific

and Cityworks, they can be effective in helping solid waste teams reduce fuel consumption and prioritize time.

Small changes like this contribute to the overall efficiency and sustainability of a community—and that’s elegant.

functions under specific conditions:

In December 1995, as Cityworks began

land and take off from the moon and

to take shape, using ArcGIS as the

return the astronauts safely back to

asset repository for municipal and

earth. The modules, while seemingly

utility assets seemed so obviously

insignificant, were arguably the

smart to us. We thought, why duplicate

most important parts of the ship.

the ArcGIS geodatabase? It resides

This issue of Cityworks magazine includes insightful articles from a broad range of organizations using smart technology to empower their employees, improve operations, and connect with customers.

For each of these organizations, the priority is effectiveness. The results are elegant, too.

Brian Haslam is CEO and founder of Cityworks.

1 Peter Coy, “Five Management Lessons from the Apollo Moon Landing,” Bloomberg Businessweek, July 19, 2019, https://www.bloomberg.com/news/articles/2019-07-19/five-management-lessons-from-the-apollo-moon-landing

FALL 2019 5

CITYWORKS GIS-CENTRIC CHARACTERISTICS

Cityworks is an ArcGIS® pure-play, meaning we recognize the ArcGIS geodatabase as the only authoritative asset database. This translates to seven key characteristics that define our technology solutions.

NO REDUNDANCY

ArcGIS is the authoritative system of record with no writing or syncing to other asset data tables.

FULLY CONFIGURABLE

Cityworks can support any geodatabase design for your assets—including linear, dispersed, or condensed.

NON-PROPRIETARY

We build on the geodatabase with well-known and understood data structure elements. Your organization owns and fully controls its data.

ARCGIS WEB MAP

Any application can access an ArcGIS web map without constraints, allowing you to find and view asset data at a glance.

SINGLE SIGN-ON

Our software supports a single sign-on identity. All associated apps will support the preferred identity storehouse—ArcGIS Online or Portal for ArcGIS.

ANALYTICS & REPORTING

Cityworks uses ArcGIS tools for data analytics and powerful visualizations to support decision-making.

ARCGIS UPDATES

Cityworks relies solely on ArcGIS feature services to update the authoritative asset data to ensure data integrity.

ARE YOUR CITIZENS TIRED OF WAITING? WE KNOW THEY HAVE MORE IMPORTANT PLACES TO BE THAN IN YOUR OFFICE.

W I T H O U R P L L P O R TA L E N V I R O N M E N T, T H E R E ’ S N O N E E D TO WA I T. TO S E E H O W W E C A N H E L P, CO N TA C T: R O N B U TC H E R LO U G A R C I A R O N . B U TC H E R @ T I M M O N S . CO M LO U I S . G A R C I A @ T I M M O N S . CO M 8 0 4 .2 0 0 .6 9 7 1 4 4 3 .9 0 4 .3 8 9 7

6 CITYWORKS MAGAZINE

2019 ESRI SPECIAL ACHIEVEMENT IN GIS AWARDS

City of Durham Inspections Department, North Carolina

City of Longview, Texas

City of Shawnee, Kansas

Douglas County GIS, Nebraska

Dubai Municipality, United Arab Emirates

St. Johns County Utility Department, Florida

FALL 2019 7

4 WAYS TO SAVE COSTS IN YOUR OPERATIONS

BY WENDY STANLEY, RADLEY CORPORATION

When capital assets aren’t properly recorded, tracked, and monitored, organizations risk opening the door to audit issues. Paper-based equipment tracking processes, usually performed annually, leave a huge span of time for equipment to be lost, neglected, damaged, or replaced unnecessarily.

However, automated data collection can help you save money by effectively managing equipment and other capital assets throughout their lifecycles.

Barcodes or radio frequency identification (RFID) solutions that automate check-in and check-out add accountability to your process. The same system can also provide alerts on warranty renewals or maintenance tasks. Real-time data updates to a central dashboard let you easily analyze the status of your equipment,

I

preventing unnecessary spending t’s no secret that state and local government agencies are being asked to do more with fewer resources.

It’s not just large projects receiving scrutiny but also labor resources, technology infrastructure, and even the items on warehouse shelves.

Faced with smaller budgets and tighter reviews of every dollar spent, agencies must find ways to eliminate waste wherever possible. These four areas offer the most potential for optimizing existing resources while also minimizing operational costs.

8 CITYWORKS MAGAZINE

EQUIPMENT MANAGEMENT Quick! Do you know exactly what equipment you have and its location, condition, age, and value? If not, you’ll have a hard time estimating future budget needs without accurate and up-to-date information on those key attributes.

Just as you track infrastructure items like pipes, streets, and fire hydrants, monitoring high dollar items such as computers, vehicles, and specialized tools is critical to managing maintenance, replacement, and operation costs over time.

on assets that still have useful life remaining. Plus, it reduces the chances of replacement due to an item being forgotten in an office or in the field.

LABOR TRACKING With finite resources available for labor, the key to stretching those dollars is maximizing the productivity of current staff. The warehouse offers numerous opportunities to shave valuable time off of routine tasks like picking, counts, or replenishment. For instance, as much as 50 percent of an order picker’s time is often spent walking around the warehouse.

But how do you know where those

intensive and take your staff away

integrate it to your existing business

opportunities lie without the data

from more productive tasks.

information systems creates its own

necessary for reporting? Tracking labor time through paper logs and spreadsheets does not give a real-time view of jobs, tasks, projects, or work

Paper processes and manual data entry can also lead to inaccurate information and a lack of real-time

problems. The resulting data silos create a perfect storm of data errors, manual efforts, and wasteful spending.

inventory data. Human error in data

A data collection solution with the

entry can cause both over- and

capability to integrate with your

under-ordering—impacting job

backend systems is the key to tracking

For example, a warehouse task

completion, customer satisfaction, and

your operations from the warehouse

management solution could help

your bottom line. Waiting for data to

to the field and back to the office.

optimize pick routing, space utilization,

be made available could mean delayed

A single system of record can help

and inventory replenishment. When

action in identifying these costly issues.

provide a high-level overview of

orders. The right technology can help you identify areas for improvement.

workers are directed to complete tasks in the most efficient way, they’re always at their highest productivity. At the same time, efficiency improvements allow the same workforce to do more, reducing associated operational costs.

In the meantime, items such as tools, tires, and even safety vests could

costs incurred through inventory, equipment, assets, and labor.

“walk” out the backdoor. Where does

Using resources effectively and

that leave you when the next job

efficiently is not an option for today’s

needs to be completed? Perhaps you’ll

agencies. Collecting and analyzing

need to rush order replacements,

critical data holds the key to reducing

Labor tracking extends beyond the

pay hefty shipping charges, or

costs throughout your facility.

warehouse. In the field, organizations

deal with unhappy customers.

Automating these processes and

need to monitor productivity to ensure work orders are completed efficiently. With an automated solution, you can track key data such

A real-time inventory control solution can help streamline workflows to eliminate these wasteful manual

going paperless brings efficiency to operations, reduces waste, and helps identify areas for improvement.

processes. Inventory receipts, issues,

No one knows what the future

and transfers can be processed using

holds. But the clock won’t be turned

hand-held devices and immediately

back on the importance of data to

viewed from a dashboard interface.

state and local agencies. Embracing

INVENTORY CONTROL

This allows reporting and analysis

technology and connecting business

Managing inventory is one of the

at any time, capturing bin locations,

systems can help ensure your

mostly costly areas of any public

on-hand quantities, and cost values.

facility is prepared to meet today’s

as start and stop times and analyze gaps between scheduled time and actual time spent on a task.

works operation. Without careful management, expenses can creep up due to over-purchasing and lost, pilfered, or expired stock.

When you’re managing storerooms across multiple locations, the problems become magnified.

SYSTEM INTEGRATIONS systems for financial management, reporting, human resources, project tracking, or customer service.

Many of these systems are used time, gaps in functionality may begin to emerge—namely, the

records can be challenging. Manual

lack of real-time data collection.

stock and shelf placement are labor

Wendy Stanley is the marketing director at Radley Corporation.

Contact her at contactus@radley.com.

as stand-alone solutions. Over

maintaining accurate inventory

audits and recording incoming

for whatever comes next.

Most organizations have information

From receiving to put-away to picking,

processes for conducting routine

challenges while also being primed

Unfortunately, introducing yet another software system without a plan to

FALL 2019 9

METERING THE MILLENNIAL MAYBERRY WITH CITYWORKS & ARCGIS

BY MELISSA STUART, TOWN OF APEX

A

t the Town of Apex Finance Department, the billing utility specialists were waiting for the meter technicians to bring in their yellow sheets. It was going to be another tight deadline to get billing data

submitted, and they needed the reading verifications that had been requested earlier in the week. In the meantime, they were also creating service orders to be printed for new customer meter reads requested that same day.

Scattered across town, the meter technicians were out finishing the billing rechecks. They had hurried out that morning with their stacks of yellow sheets, sorting them by address in whatever way made sense to them. That afternoon, they would do the same process again with a different stack of yellow sheets, sometimes driving past meters they had checked earlier that day.

APEX, NORTH CAROLINA Pop. Served: 53,852 Depts. Using Cityworks: Electric Utilities, Finance, Public Works & Transportation, Water Resources Staff Using Cityworks: 130 User Since: 2013

Upstairs in the IT department, the billing manager and IT director were discussing the unprecedented growth happening in Apex and how these current workflows were not going to keep up. The town was changing, and their systems needed to change, too.

An Operations Dashboard is on display in the team's common room for status checks throughout the day.

10

AMERICA’S FASTEST GROWING SUBURB

CONFIGURING THE WORKFLOWS The team decided to implement

The Town of Apex motto is “The Peak

Cityworks in phases, starting with the

of Good Living”—in part because

disconnect/connect nonpayment

it began as a railroad town on the

process, then the move-in and

highest point of the old Chatham

move-out workflows, and finally

Railroad. Thanks to its close proximity

ending with meter read rechecks.

to North Carolina’s Research Triangle, Apex has experienced significant growth. The town’s population grew by 54 percent between 2010 and 2019, reaching 53,852 residents and earning Apex the title of “America’s fastest growing suburb” according to a recent Realtor.com study.

The town partnered with True North Geographic Technologies to configure Cityworks for the meter services team.

True North built an additional data table in Cityworks to house active meter information such as serial number and service start date. IT was already pushing customer account

Apex first implemented Cityworks in

data from the billing software into the

2013 to help manage the growing

existing Cityworks customer account

demand on their infrastructure. With

table, so this additional meter data was

the addition of Cityworks to each

easily added to the automatic push.

new department, communication improved and work flowed easier among town staff. Asset data and work history were more accessible.

Paper work orders were a thing of the past and account information

True North also built a new service request “account data” panel to display all active meter information for the specific account entered in the caller search field. The information needed

for the meter is then copied from the panel and pasted into the service request comment field, making it easily accessible to the meter technician on the Cityworks mobile native app.

The implementation team considered all aspects of the division’s operations.

They went on ride-alongs to understand the full workflow. They reconfigured new and existing Cityworks user accounts to meet end user requirements. They upgraded the town mobile devices to smartphones with a larger screen to support ease of use. They conducted extensive field and office training, and they created reference cards for the technicians to keep in their trucks as they learned to use the Cityworks mobile native app.

Now that the solution is live, the meter services supervisor uses event layers to assign work and track progress. The team also uses Esri’s Operations Dashboard to display

was more secure. Additional benefits came when field users switched to the Cityworks mobile native app, enabling real-time data and the ability to attach field pictures to work activities.

With over 50 years of combined experience collecting meter data, the town’s four meter technicians were accustomed to doing things the way they had always been done. Tasks were assigned and completed with paper service orders and sometimes only phone calls. These service orders could get lost between departments, and the technicians were working overtime almost every day. It was time to consider a more accountable, secure, real-time mobile solution. It was time to consider Cityworks.

FALL 2019 11

amount of phone calls from office staff to meter technicians has also dropped significantly. Office staff simply use Cityworks to cancel a work order if a customer pays before disconnection or to enter any lastminute work orders to be completed.

The meter technicians needed a The supervisor's Cityworks map shows open work orders.

customizable tool to track their

daily work orders and monitor the

without costly overtime. Meter read

requests coming in from billing.

results are also immediately available to the billing staff, and each read is

SUCCESS IN THREES

workload, help them operate more efficiently, and enhance communication with the utility billing division. Together,

validated by an attached photograph.

Cityworks and ArcGIS provided

time and cost. For example, Cityworks

On the utility billing side, read rechecks

reduced costs, improved employee

allows the technicians to start work

are now completed three days ahead

productivity, and enhanced customer

requested by the utility billing staff

of the billing cycle, easing pressure

service for the entire community.

about three hours earlier each day.

on staff and improving customer

So far, the division has maintained its

service. Utility billing staff can easily

monthly average of 1400 completed

find mistakes entered in their billing

work orders—but now this is achieved

software by viewing the pictures

The team immediately saw savings in

attached to the work orders. The

them with a complete solution that

Melissa Stuart is a data operations specialist at the Town of Apex, North Carolina.

Get Control of Your Warehouse Streamline data entry and automate material handling transactions.

OPTIMIZE LABOR • REDUCE COSTS • TRACK INVENTORY Barcode and RFID Data Collection Learn more at www.radley.com/publicworks

12 CITYWORKS MAGAZINE

616-541-6010

FALL 2019 13

KEEPING WATER AT BAY IN WISCONSIN

BY CHRIS KULCHAK, POWER ENGINEERS

GREEN BAY WATER UTILITY,

WISCONSIN

Pop. Served: 105,000 Depts. Using Cityworks: Customer Service, Distribution, Pumping and Facilities, Water Filtration Staff Using Cityworks: 40 User Since: 2007

14 CITYWORKS MAGAZINE

Squeaky wheels might get grease, but leaky pipes get fixed sooner thanks to ground penetrating radar used by Green Bay Water Utility.

W

ater utilities don’t like

Yet for utilities like Green Bay

leaks. Not only can they

Water Utility (GBWU) in Green Bay,

threaten infrastructure

Wisconsin, leaks come with the

and demand emergency response,

territory. When you consider a

but especially in the case of treated

130-year-old distribution system

water, leaks allow revenue to

in various stages of maturity that

literally pour into the street.

contains 440 miles of pipes within the

city limits alone and must withstand

work order associated with them, so

system, assisted by equipment on

annual sub-zero temperatures, leaks

Powell is always interested in better

the ground. Because the system is

big and small are to be expected.

ways to find leaks. Big leaks often

so large, the contractor could cover

start as little ones, so fixing them

about 20 percent of the pipes per

once they are detected can avert

year. On average, about one percent

main breaks that re-route traffic and

of the area surveyed had a leak

wash up debris. Big breaks are also

requiring investigation and possible

often unpredictable and require

repair. The Utilis process surveyed 100

immediate attention by big crews

percent of the distribution network

from GBWU and other responders,

and, since March, Utilis data has

regardless of the day or hour.

already helped GBWU detect four

The performance of the GBWU distribution system is included in one of the non-profit utility’s seven stated values: sustainability by using asset management. That’s one reason why GBWU has used Cityworks for more than 12 years. In the past decade, GBWU Operations Manager Brian Powell has seen distribution

A new technology Powell recently

performance continually improve.

introduced at GBWU is already

GBWU GIS staff and POWER Engineers Senior Consultant Bill Hoisington have evolved processes from plotting leaks as simple points in the GIS to using multi-function Cityworks dashboards in office and mobile applications.

Today, multiple departments at GBWU use Cityworks, including distribution, engineering services, customer service, pumping, and the filtration plant.

times more leaks than with their previous ground surveying method.

showing dividends. Utilis, a satellite-

Utilis images identified 207 points

based infrastructure intelligence

of interest scattered throughout

system, uses aerial imaging to

the system that represented excess

detect leaks in underground pipes

treated water as opposed to ground

within entire systems. Data taken

water, rain, snow, or surface water.

from satellite-mounted sensors

These “hot spots,” as Powell refers to

allows the Utilis algorithm to

them, cover 1,000 feet of water main,

detect treated water by looking for

or about 11 percent of the system.

a particular spectral signature.

GIS technicians at GBWU import the

GBWU is the first water utility to

data collected at the polygons of

apply satellite data to maintenance

interest into Cityworks and create

operations in Wisconsin. In the past,

work orders for investigating the

A significant number of the 240

GBWU hired a contractor to manually

areas for leaks. Field workers then

workdays each year have a leak repair

listen to every inch of the distribution

enter information into Cityworks

EARLY DETECTION SAVES WATER

An Operations Dashboard displays the status of leaks.

FALL 2019 15

while they inspect the area of interest.

distribution system, the data entered

This additional data includes the

into Cityworks from Utilis can be shared

type of leak (hydrant, valve, main),

with homeowners. If a leak is suspected

plus the volume of lost water. Once

on the customer’s property, GBWU

in the system, this information is

customer service can alert the owner

immediately available for evaluation

and track the progress of the repair.

through future queries. The data may

According to Powell, GBWU's

also trigger additional work orders.

proficiency in adopting new technology

KEEP THE BENEFITS FLOWING

and maximizing its value has paid off

At the time of publication of this article,

for utility customers and staff alike.

GBWU crews had inspected 75 points of interest and detected 28 leaks. This new maintenance approach has reduced physical inspection by five percent and detected four times as many leaks.

“Cityworks allows us to more easily set up and track our leak detection program, which results in a more efficient maintenance program, saving us both time and money.”

Besides making better use of their work crews, the satellite data is also helping Cityworks users in the GBWU customer service department. Although the utility doesn’t maintain pipes beyond their

Chris Kulchak is a marketing coordinator at POWER Engineers. Contact her at chris. kulchak@powereng.com.

Utilis map polygons show the location of potential leaks in light orange.

16 CITYWORKS MAGAZINE

Smart Communities Thrive when Location is at the Forefront Smart communities are those that make the lives of their citizens better. Esri and Cityworks are partners in spatial thinking and are delivering unparalleled service to their constituents. Balancing your resources and applying them to the best locations that benefit the most people helps improve citizen satisfaction.

Esri’s GIS-based Smart Community Information System collects information in real time and feeds it back into performance dashboards for real impact. More efficient workflows come from being able to collect information at the source, dispatching staff to where they are most needed, and maximizing materials and resources to improve response times, while reducing costs.

To learn more, visit:

go.esri.com/cityworks-smart

FALL 2019 17 Copyright Š 2019 Esri. All rights reserved.

REIMPLEMENTATION, RELEASE, AND BUY-IN

3 STEPS FOR IMPLEMENTING A PREVENTATIVE MAINTENANCE PROGRAM

BY CHRIS MOUGHAN AND MARK BOWEN, LEHIGH COUNTY AUTHORITY

LEHIGH COUNTY AUTHORITY, PENNSYLVANIA Pop. Served: 175,000 Staff Using Cityworks: 75 User Since: 2015

S

o, you just purchased a new

network. Just two years prior, LCA

the success of the

computerized maintenance

had acquired the City of Allentown

project. IT staff

management system (CMMS).

system through a concession

participated in Cityworks training

Months of careful research, vendor

agreement that not only grew LCA’s

and worked with other departments

interviews, product demonstrations,

employee base but also doubled

to set priorities for the project. First,

and internal meetings are behind you.

the number of assets in its care.

they focused on the development

Now comes the equally important task of implementation—but where do you start? Do you have a plan in place for taking the new system live?

Have you dedicated the appropriate internal resources to the project?

However, implementation didn’t become a priority for LCA until 2017.

Around this same time, new regulations

of a structured asset tree, based in GIS, that included the nearly 100 vertical stations in their network.

and operations standards shifted the

By the end of 2017, the IT team began

organization’s focus to the development

conducting discovery interviews with

of a preventive maintenance program.

other LCA staff who were long-time

Many organizations find it challenging

LCA realized that a GIS-centric work

CMMS users. They started talking with

to transition from procurement to

management system would be a

upper management and quickly moved

the implementation of a new CMMS.

critical component of the program,

to boots-on-the-ground employees.

Lehigh County Authority (LCA) in

but only if they aligned the technology

During these interviews, it became clear

eastern Pennsylvania was no exception.

to meet their strategic goals.

that the IT team needed a stronger

The water and wastewater service

CMMS knowledge base internally.

provider purchased Cityworks in 2015

INVESTING IN PERSONNEL

with the goal of breaking down data

The first step LCA took was to enhance

Billy Schanz, who worked at the

silos and improving the care of their

the capabilities of the information

time as an LCA operation technician,

recently expanded infrastructure

technology department to champion

was fully engaged in the success

Header Image: An Operations Dashboard in the Cityworks inbox helps LCA foremen track progress on their preventive maintenance programs.

18 CITYWORKS MAGAZINE

of Cityworks. The IT team brought

emergency or routine inspection, that

its CCTV software with Cityworks

Schanz on as a CMMS technician to

requires repair or replacement. PM is

to capture PM work there. Program

help spearhead the reimplementation

any maintenance activity scheduled on

after program, LCA delineated

initiative, and he has driven much of

a recurring basis according to internal

between PM and CM work order

the progress LCA is experiencing today.

discussions with engineering and

templates, allowing the organization

operations as well as recommended

to successfully measure and

maintenance from external suppliers.

understand current practices as well

ALIGNING TECH WITH STRATEGY Next, LCA had to establish the

as envision and shift strategic goals.

foundation of their preventative

From there, the team was able to

maintenance program. The program’s

modify its Cityworks work order

TRAINING, TRAINING, TRAINING

success relies on the availability

templates accordingly. Now, field

Initially, the IT’s team aggressive

of meaningful data to track key

workers can complete maintenance

development approach to revamping

performance indicators. Up until

activities using the Cityworks

the Cityworks platform caused ripples

early 2018, LCA staff used work order

mobile native app on Androids and

across the operations teams. The

templates with no delineation between

Chromebooks; supervisors can track

constant change in the platform

preventative maintenance (PM) and

current progress on preventative

and work order templates required

corrective maintenance (CM), making it

programs and prioritize corrective

frequent communication and

impossible to measure and understand

maintenance; and managers have

training to ensure end users were

how assets were performing.

the ability to view the organization’s

successful in their daily tasks. Since

progress through visual dashboards

reimplementation, Cityworks users have

built in Microsoft Power BI.

increased from 45 to 75 active users.

clearly define CM and PM for all of the

Some of the early PM programs, such

Now, two years into the

organization’s linear and vertical assets.

as hydrant and manhole inspections,

reimplementation process, LCA’s

CM is now defined as any maintenance

were quick wins. As those two

internal Cityworks committee has

activity, initiated either through an

programs evolved, LCA integrated

shifted its focus away from constant

So, the IT team worked with engineering and operations staff to

LCA staff use a custom dashboard to report on corrective and preventative maintenance goals to the board of directors.

FALL 2019 19

change to staff training and system

the Cityworks inbox to encourage

service team and the operations

upkeep. With strategic programs and

colleagues to share their ideas,

team. In early 2020, LCA will kick off

performance measurements in place,

challenges, and general comments.

a project aimed at assigning value to

the current goal is to encourage ongoing adoption of the platform among new and existing employees.

Throughout the entire implementation process, the IT team focused on engaging employees at all levels of

vertical pumps and HVAC systems to accurately calculate the frequency and cost of preventive programs.

The IT team designed laminated

the organization to ensure their voices

Cityworks has provided Lehigh County

training cards for all operations staff,

were heard, they were properly trained,

Authority with a central management

and each LCA vehicle is equipped

and they had access to a product that

system to better understand the

with a set of cards to guide end

would fit their needs with ease of use.

organization’s physical environment

users through the Cityworks mobile

and assist with important business

native apps. This quick reference

ON THE HORIZON

guide allows staff to work through

LCA has big goals for the continued

and ArcGIS, all teams in the field and

the application at their own pace.

development and adoption of a

the back office have the answers they

successful CMMS platform, including Two-way communication is key to

need at their fingertips to make better

the implementation of Cityworks

successfully implementing a software

planning and emergency decisions.

Storeroom to help manage the

platform. The team has conducted

organization’s large material inventory.

numerous training sessions, both

LCA also plans to integrate its ERP

small and large, to inform end

system with the Cityworks Service

users of pending updates and

Request module to streamline

technical changes. The IT team also

communication between the customer

embedded a Survey123 form into

MODERN SERVICE REQUEST MANAGEMENT SeeClickFix is your Resident-Friendly Gateway into Cityworks

TURN POTHOLES INTO PRAISE 2019 Where: Cityworks Conference Visit Booth #202 | www.seeclickfix.com

20 CITYWORKS MAGAZINE

decisions. With the help of Cityworks

Chris Moughan is the Lehigh County Authority chief information officer.

Mark Bowen is the Lehigh County Authority GIS and Cityworks manager.

FALL 2019 21

FROM WORKSHEETS TO SMARTPHONES

HOW CITYWORKS IS BRINGING DUPAGE COUNTY STORMWATER MANAGEMENT UP TO SPEED

BY SARAH HUNN AND TAMARA FREIHAT

DUPAGE COUNTY,

ILLINOIS

Pop. Served: 930,613 Depts. Using Cityworks: Public Works, Stormwater Management Staff Using Cityworks: 46 User Since: 2004

THE CHALLENGE In an effort to reduce flooding and its associated damages, SWM owns, operates, and maintains 17 flood control facilities, 17 drainage facilities, and nearly 200 lots. SWM also

L

ocated just west of Chicago,

In response to a devastating flood

DuPage County is the second

in 1987, the Illinois legislature

largest county in Illinois and

granted DuPage County—as well

home to nearly one million residents.

as the other collar counties of

DuPage County has experienced

Chicago—the authority to create a

extensive urban growth, with a 500

regional stormwater management

percent increase in population since

program, which DuPage enacted

1950. This rapid urbanization brought

in 1988. The mission of DuPage

with it a huge loss of agricultural land

County’s Stormwater Management

and a decline in open space, replaced

Department (SWM) is to mitigate the

instead with suburban sprawl. As a

effects of urbanization on flooding,

result, DuPage became subject to

as well as protect for future impacts.

both local and riverine flooding.

22 CITYWORKS MAGAZINE

monitors more than 300 natural area sites annually. SWM is responsible for monitoring, maintaining, repairing, restoring, and replacing all of the assets associated with these sites, which include pumps, actuators, generators, gauges, cameras, lighting, fencing, vegetation, and much more. For many years, SWM relied on weekly written flood control facility inspections, as well as a combination of verbal and electronic work orders, to maintain all of these assets and

resolve any issues. As a result, some

Charlton, director of the Stormwater

In February 2018, SWM contracted with

items were falling through the

Management Department, was the

the Cityworks professional services

cracks—both figuratively and literally.

driving force behind the move to a

team to jumpstart implementation of

sustainable asset management system.

Cityworks AMS. The joint project team

In 2015, SWM and DuPage County’s GIS Department implemented Esri's Citizen

“We needed a digital system to connect

Problem Reporter, a configuration

all of our divisions, staff, and assets,”

of the Crowdsource Reporter

Charlton said. “So, we started looking

application that allows the general

for a technology that could help us

public to report non-emergency

improve asset management, track

problems from a smartphone,

projects and productivity, perform cost

tablet, or desktop computer.

analysis, minimize risk, and be better

Residents in DuPage County now

prepared for emergency events.”

started by gathering and analyzing all of SWM’s paper forms, workflow routines, employees, structures, materials, and equipment. Next, SWM built an accurate inventory of all its assets, which were then mapped and stored into an ArcGIS database.

Cityworks professional services configured a custom Cityworks

use Citizen Problem Reporter to

THE SOLUTION

submit non-emergency waterway

DuPage County as a whole has a solid

issues—such as illegal dumping, stream

service requests, and inspections

GIS foundation, so it was important

blockage, stream erosion, and other

collected during their analysis of

to find asset management software

water quality problems—directly to

SWM’s workflows and day-to-day

capable of integrating seamlessly with

SWM staff. The app helps staff quickly

activities. Before SWM went live with

ArcGIS. Cityworks’ unique GIS-centric

identify and address issues, leading to

the new system, Cityworks also held

approach made it the obvious choice.

faster and more efficient responses.

a comprehensive onsite training

It also helped that the DuPage County

that included server administration,

Public Works Department has been

as well as end-user desktop and

a Cityworks user since 2004, so the

mobile training. On April 1, SWM

county already had much of its local

went live with Cityworks.

However, SWM still needed a system to handle all of the assets the public could not see. Anthony

database that included work orders,

drainage information in Cityworks.

A custom Cityworks dashboard designed by SWM staff helps track recent work activities, job type trends, employee workload, production by week, and high priority flooding service requests.

FALL 2019 23

THE RESULT SWM saw immediate benefits after implementing the software and establishing—and continually updating—the asset database.

Cityworks provides SWM with an efficient reporting system to track staff hours, materials, and equipment needed for various jobs, which helps supervisors monitor progress.

Now SWM can confidently manage, analyze, and track the condition of hundreds of assets; reduce the risk of failure; and improve the department’s emergency preparedness.

Data mobility is one of the biggest benefits of the new system. The Cityworks mobile native app gives SWM field personnel full access to Cityworks anytime, anywhere. Field crews can now conduct routine maintenance inspections without the need for paperwork. While onsite, they can

Product features like real-time

what was done here in the past

updates, attachments, automatic

should any other requests come in.”

emails, comments, and special instructions help staff communicate more clearly. Interdepartmental communication, specifically between SWM and DuPage County’s Public Works Department, has also improved.

In short, SWM works smarter.

DuPage County’s GIS Department to integrate the Citizen Problem Reporter app with Cityworks, allowing for a seamless transfer of data and attachments from incoming resident reports. This integration will

Just a month after the Cityworks

help streamline the workflow from

implementation, SWM put their

initial service request to associated

asset management system to the

fieldwork and final decision-making.

test. DuPage County received more than five inches of rain in one week, prompting SWM to activate flood control facility operations.

Implementing Cityworks and integrating Citizen Problem Reporter are just the beginning of an ongoing journey to develop a sustainable asset

“Not only did Cityworks help us

management system. Moving forward,

manage, schedule, and respond to

SWM aims to use Cityworks throughout

resident reports of flooding, but it

the entire asset management workflow

was also a clearinghouse for all of

from service requests through

the information associated with

resolution. Whether it comes from

each request,” said Charlton.

a citizen report or an automated

access and update their tasks, generate

“We documented who called, when

work orders, and add attachments in

they called, what they reported, what

real time. The interactive map interface

we found during our response with

also empowers field crews to improve

visual documentation and the eventual

their efficiency by selecting work

resolution. This data will be retained

activities in the same geographic area.

in perpetuity, so we can always recall

A mobile view of weekly inspection observations at the Wood Dale-Itasca Flood Control Facility.

24

SWM is currently working with

maintenance reminder, Cityworks will be the one-stop-shop for SWM.

Sarah Hunn is deputy director and Tamara Freihat is GIS analyst at DuPage County Stormwater Management.

A mobile view of a work order to repair a pump at the Elmhurst Quarry Flood Control Facility.

One Call Ticket Management

www.dig-smart.com

FALL 2019 25

MODERNIZING OPERATIONAL MAINTENANCE AT TREATMENT PLANTS

BY JOE MURK, KCI TECHNOLOGIES

W

ater and wastewater

material inventories, and capture

treatment are among the

important data. Having used Cityworks

most critical components

for their water distribution and

HARFORD COUNTY,

of a healthy community. The

wastewater collection systems since

organizations that provide these

2010, expanding the platform to

services are also responsible for the

support the treatment process was a

care of highly complex and expensive

logical solution. In 2018, the county

Pop. Served: 43,500

assets—yet they often rely on

partnered with KCI Technologies

outdated technologies and manual

to make this project a reality.

Depts. Using Cityworks: Division of Water and Sewer

SILOED LEGACY

Staff Using Cityworks: 125

In 2017, the Harford County Division

The Division of Water and Sewer

of Water and Sewer began looking

User Since: 2010

is responsible for the operation,

for a modern work management

maintenance, administration,

solution to help automate preventive

planning, and engineering of public

maintenance, coordinate work

water and sewer facilities. Within the

processes to manage their work.

activities between groups, manage

26 CITYWORKS MAGAZINE

MARYLAND

division, there are two main sections.

application and overall success of the

maintenance section (OMS). If work

Water Sewer Maintenance (WSM)

implementation. The resulting schemas

requires a trade expert—electrical

is responsible for the maintenance

created simple four- to five-level

or plumbing, for example—it’s

of county sewer collections and

hierarchies that included asset groups

assigned to the OMS group.

water distributions systems, and

and names provided by end users,

Water Sewer Operations (WSO)

rather than engineers or administrators.

is responsible for county water and sewer treatment systems.

Over the years, the prioritization of OMS assignments had been challenging

CITYWORKS CONFIGURATION

so, in 2017, the four groups signed

With the asset inventory developed,

a memorandum of understanding

While Cityworks was already used

the configuration to support each

that outlined the procedures for

within WSM, WSO managed their work

group’s critical business processes

assigning work to OMS and the

in a series of homegrown Microsoft

began. This included configuring

expectations for OMS response. The

Access applications that have evolved

Cityworks to support the management

water, wastewater, and pump station

over nearly 20 years. This approach had

and automation of preventive

groups are each responsible for

worked in the past, but the applications

maintenance programs, updating the

ranking their top 10 work assignments

were cumbersome to maintain and

user interface to improve usability,

according to a defined process. OMS

keep compliant with Microsoft updates.

creating a new domain to hold all

then uses the rankings to prioritize

The siloed systems also hindered

WSO work and not interfere with

their top 30 work activities.

important communication between

WSM operations, and implementing

groups and prevented consistent

very detailed security requirements.

business practices, data capture, asset inventories, and reporting within WSO. ASSET INVENTORY DEVELOPMENT

Prior to Cityworks, OMS had to retrieve and update their assignments from

Perhaps the most interesting and

the three different work order sources.

challenging configuration was the

This meant exporting the top 10

need to support the tracking of a “Top

assignments from each source and

The first step of the project was

30” work list. WSO consists of four

consolidating them into a spreadsheet.

developing an asset geodatabase

distinct groups: water, wastewater,

The rankings tend to change rapidly,

that was accurately organized into

pump stations, and the operations

and this process relied on manual

an easy-to-navigate hierarchy. While an inventory of assets did exist, it was spread across a variety of data sources and formats and included data that was highly inconsistent and incomplete.

Through several database design exercises and work sessions, the team developed schemas for water treatment, wastewater treatment, and pump station asset groups. Although there were some differences between each, the general structure was kept consistent in order to support efficient data management and reporting.

During the design process, it became clear that the proper hierarchy and naming conventions were of critical importance to the usability of the

FALL 2019 27

updates to keep them numbered

process is now handled through

correctly. It was tedious work and often

Cityworks and managed through

caused confusion between groups.

strategic inbox tabs, each specifically

In order to improve this process, the

designed based on user type.

implementation team configured a

THE RESULTS

universal custom field in Cityworks to

With the new system now in

store a rank (1-10) for work orders. They

place, Harford County expects to

also developed a custom automation

reap many benefits of upgraded

that keeps the list in order—with

work management processes,

no duplicates—at all times.

including better communication

In addition, the OMS users were given an inbox that displayed a live view of all three top 10 lists, along with a consolidated top 30 list. Since all groups are now using the same system, they are able to monitor everything live and in one spot.

STOREROOM IMPLEMENTATION Under this project, the county also implemented Storeroom for three locations that support both WSM and WSO. Prior to Cityworks, material inventories had been managed in three individual data sources, two using Microsoft Access and one using Microsoft Excel. The challenge

and transparency throughout the department. Data captured through Cityworks will help inform targeted preventive maintenance, capital improvement plans, operating budgets, and staffing requirements.

This foundation will help Harford County care for their complex assets while continuing to provide vital services to their customers. With the help of improved workflows, transparent communication, and flexible technology, the Division of Water and Sewer is better equipped to ensure the daily and long-term health of their community.

was creating a master material list with standard naming conventions from more than 20 years of data.

On top of that, this data had to be mapped and migrated into Cityworks all at once to ensure a smooth transition for end users. Using carefully tested scripts and import procedures, the team successfully migrated 20,687 material records, 1,789 suppliers, and 41,455 supplier material records into Cityworks.

The implementation of Storeroom supported complex procedures for requesting and approving parts, which streamlined communication between maintenance workers and storekeepers. The entire material

28 CITYWORKS MAGAZINE

Joe Murk is a project manager at KCI Technologies. Contact him at Joe.Murk@KCI.com.

CITIZEN-FOCUSED COMMUNITY DEVELOPMENT INTEGRATING BEST-OF-BREED SOLUTIONS TO UNLEASH THE FULL POTENTIAL OF CITYWORKS PLL

BY LOU GARCIA, TIMMONS GROUP

ESCONDIDO,

CALIFORNIA Pop. Served: 150,000

Depts. Using Cityworks: Environmental Programs, Public Works, Water, Wastewater, Business Licenses Staff Using Cityworks: 200 User Since: 2000

M

any of us today connect

solution that engages residents, shares

to the world through our

and collects information, and supports

mobile devices. We can

collaboration across departments. The

see what’s happening at our front

City of Escondido implemented one

door even when we’re not at home.

such solution for its business licensing

With just a few screen taps, we can

division and is in the process of

purchase goods that are delivered

implementing it in other departments.

the next day. Countless apps and services provide us near real-time updates on everything from weather alerts and sports scores to our daily routines and interactive hobbies.

Fueled by a strong economy, Escondido has experienced an influx of revitalization construction and new development. However, with roughly 2,000 new permits each year

Understandably, people also expect

and 10,500 existing business licenses

similar levels of service from their local

on an annual renewal cycle, city

governments. The most effective way

staff were struggling to keep up.

for a municipality to meet this demand is through an integrated enterprise

For years, Escondido has used Cityworks AMS and Esri’s ArcGIS as

FALL 2019 29

an end-to-end solution for asset

One of Escondido’s primary goals

The city expects to see an increase

management, with CitySourced as

was to improve the efficiency of their

in compliance as a result of the

their customer-facing service request

customer interactions. To achieve this,

easy-to-use customer portal.

and community engagement solution.

they implemented Timmons Group

The city needed a similarly integrated

PLL Portal, a public-facing portal that

solution for land management,

leverages Cityworks PLL and extended

community development, business

APIs and can be customized to meet an

licensing, permitting, inspections,

organization’s specific business needs.

and more. They also needed the

“In the seven months since we launched the new platform, we’ve seen a 30 percent adoption rate among our customers,” said Van De Hey. “The data collected from the new

The integrated enterprise system

system is already leading to increased

will ultimately allow for seamless

efficiency, and it’s driving other

“Our philosophy is to implement

communication across several different

improvements across the organization.”

technology solutions that address

divisions: operations and maintenance,

the end-to-end workflows and

engineering, facilities, fire, planning,

STREAMLINING WORKFLOWS

customer-to-staff processing that

code enforcement, permitting, plan

The integrated solution will also

produce information for data-

review, and business licensing.

incorporate Hyland OnBase for

solution to be GIS-centric.

driven decisions by leadership,”

electronic plan review and document It also puts the power of data entry and

management. Hyland’s Electronic

communication into the hands—and

Plan Review (EPR) allows customers to

digital devices—of the public. Instead

ENGAGING THE PUBLIC

submit plans electronically through

of calling or physically traveling to a

the Timmons Group PLL Portal.

Ultimately, the city decided to expand

city office, customers will be able to

Once the plans are received by the

their current system—keeping

use the Timmons Group PLL Portal

city, the Cityworks PLL workflow

ArcGIS as the foundation and using

to submit applications, upload and

tracks the plan review process as

Cityworks AMS and PLL for work

download documents and plans, apply

multiple departments and reviewers

management and data tracking.

and renew business licenses, schedule

work collaboratively on a single

appointments, and make payments.

electronic version of the plan sets.

said Rob Van De Hey, Escondido’s director of information systems.

Customers can use an online portal to renew an existing license, start a new application, or make a payment.

30 CITYWORKS MAGAZINE

Comments, status changes, and

and effectively. For example, city

We’ve already been able to handle

notifications will be provided

code requires that establishments

higher workload volumes with

to the customer either through

applying for a liquor license be at

existing staffing levels thanks to the

comments on the plans themselves

least 1,000 feet away from any school.

efficiencies of the integrated system.”

or through standardized electronic

Thanks to GIS data, validating this

communications—emails,

requirement on a new application

text messages, Timmons

would take just seconds.

Group PLL Portal updates, and CitySourced app notifications.

Together, each of these best-of-breed solutions helps Escondido enhance its levels of service, increase efficiencies,

City staff will also benefit from

and improve communication. By

mobile functionality available in

putting the right technologies into

The collaborative workflow will

Cityworks Respond 2.0 and the

the hands of their employees and

drastically reduce plan review times.

Cityworks mobile native apps.

residents, the City of Escondido is

It will also eliminate confusion caused by multiple plan sets and will help keep applicants informed on the status of their projects.

“We wanted to give our employees effective tools for doing work

connecting people and processes to build a vibrant, growing community.

when and where they need to,” explained Van De Hey. “Our field

IMPROVING ACCESS

staff will be able to spend 20 to 30

Because the integrated solution is

percent more time out in the field

built on the foundation of ArcGIS,

completing inspections, working code

city staff will be able to make fact-

enforcement cases, and interacting

based decisions much more quickly

with customers electronically.

Lou Garcia is a project director at Timmons Group. Contact him at louis.garcia@timmons.com.

Enable Your Data to Flow Freely Integrate datasets across departments using FME®: • Cityworks® • ArcGIS® • Amanda™ • Tableau® • Salesforce® ...and more

With FME, you can: Connect information between 450+ systems Automate repetitive integration tasks Focus on innovation rather than breaking down data silos Integrate Cityworks using FME: fme.ly/integrate-cityworks Copyright © Safe Software Inc. 2019. All rights are reserved. FME is a registered trademark of Safe Software Inc. All other product names may be trademarks or registered trademarks of their respective owners.

FALL 2019 31

BRIDGING THE GAP BETWEEN CITY DEPARTMENTS

BY EVE GEYER AND DUANE TREADON, CITY OF THOMASVILLE

H

ow many times have you

phase, which is ongoing, will include

seen crews tear up a newly

public works and engineering.

paved road for a water main

THOMASVILLE,

replacement? This classic example

PERMITS AND INSPECTIONS

of inefficient project planning is a

Prior to implementing Cityworks PLL,

GEORGIA

common problem in communities

the building department used a siloed

Pop. Served: 18,000

across the globe. Employees at the

software system to issue permits,

City of Thomasville, Georgia, found

conduct inspections, and enforce code.

a solution by building bridges.

Depts. Using Cityworks: Building, Civil Engineering,

“The building department was

Energy Control Center, Fire,

These bridges are not made of

the only agency using this system,

Gas, GIS, Planning, Technical

steel cables and concrete. Rather,

so our communication with

Services, Water, Wastewater

they are made of data. The

engineering and planning and zoning consisted of checklists in a

Staff Using Cityworks: 55

architectural foundation for these bridges is Cityworks and ArcGIS,

folder, phone calls, emails, and Excel

and together these technologies

spreadsheets,” said Mark Harmon,

are closing the communications

chief building official. “The process

gap between city departments.

was cumbersome and unreliable.”

“City departments run independently

During the first phase of

CAPITAL IMPROVEMENT PROJECTS

in many ways, much like an island.

implementation, the project team

The city engineer also needed a

We plan and work on our daily tasks

developed PLL cases that incorporated

solution to improve coordination and

and respond to the customer needs

workflows from the building,

communication with utility providers

specific to that department,” said

engineering, and planning and zoning

on infrastructure projects. So, city

Chris White, executive director of

departments. It was a seamless process

staff created a Cityworks PLL case for

public utilities. “We needed a way

to translate current workflows into

capital improvement projects (CIP).

to bridge departmental islands and

a digital platform. Each department

improve project coordination.”

added its own procedures—such

“The engineering department is

as documenting significant

responsible for maintenance activities

Staff at the City of Thomasville have

conversations with applicants—so

within city rights-of-way and delivery

been implementing Cityworks PLL

everyone could maintain situational

of infrastructure improvement within

and AMS in small, manageable chunks

awareness of the case.

those rights-of-way,” explained Wayne

User Since: 2016

Newsome, city engineer. “The city

since 2016. The first phase focused on the departments involved in the

The Cityworks PLL cases did more than

owns and maintains most of the

building permit process: building,

just replace the old checklist folders.

utilities occupying our street rights-

engineering, and planning and zoning.

They significantly reduced redundant

of-way, so it’s vitally important that

The second phase expanded Cityworks

emails and phone calls between

utility infrastructure work is properly

to the gas, water, wastewater, and

departments, and they empowered

coordinated and scheduled in advance

engineering departments. The third

staff to easily run reports and access

of planned street improvements

information at the push of a button.

and resurfacing projects.”

32 CITYWORKS MAGAZINE

The CIP case captures major project

permits or residential and commercial

each year looking through paperwork

milestones, from concept development

permits. eURL expands the value of

to find work history data. With the

to final infrastructure updates in the

Cityworks data by allowing increased

implementation of Cityworks, the city

GIS. The workflow incorporates the

flexibility in sharing information across

estimates a 25 percent efficiency gain

utility review process into the plan

the organization and community.

with a cost savings just under $20,000.

engineering departments eliminate

RETURN ON INVESTMENT

Based on the current project schedule,

conflicts and plan associated work.

At the early stages of implementation,

the city expects to achieve ROI after just

city staff developed benchmarks

three to five years of using Cityworks.

design process to help the utility and

Now, both departments have

for measuring return on investment

one central location for CIP

over a 10-year period. These ROI

information, where they can easily

categories include paper reduction,

access the status and associated

business process efficiency, work

work for any given project.

order efficiency, and the elimination of software platforms. So far, the

ACCESSIBLE DATA Communicating a common operating view across an organization does not mean using only one interface to view the data. The GIS-centric nature of

City of Thomasville has eliminated the use of one legacy software, and they plan to discontinue support for another system at the end of 2019.

The success of each of these implementation efforts ultimately lies in the hands of the end users. City employees who use the technologies every day play a critical role in customer service, process improvements, and operational success. The city’s mission statement is to “create and deliver exceptional service to our community through a culture of safety, courtesy,

Cityworks makes it easy to externalize

In terms of business process efficiency,

professionalism, and efficiency,” and the

data to share outside of the platform.

the city knew its employees were

departments are staffed to do just that.

The City of Thomasville uses Esri solutions, like Operations Dashboard and the web app builder, to consume Cityworks data, map services, and shapefiles via enterprise URLs (eURLs). By using eURL and Operations Dashboard, the city’s code enforcement officer can view

spending nearly $25,000 on 14 development projects using a siloed software platform and a paper folder to track staff input. By eliminating these inefficiencies, the city expects to see a 30 percent increase in

With the help of Cityworks and ArcGIS, the employees at the City of Thomasville will continue to improve communication and build bridges citywide.

employee productivity and a cost savings of approximately $7,500.

the number and location of active

The city also calculated that the water,

cases by type. Similarly, the chief

gas, and wastewater departments

building official can easily view a

were spending 456 hours

Eve Geyer is project manager and Duane Treadon is GIS director at the City of Thomasville, Georgia.

dynamic summary of all active trade The City of Thomasville uses eURL to display the status of trade permits in an Operations Dashboard.

33

RESPONDING FOR EFFICIENCY IN DELRAY BEACH

BY TRACI BERLINGIERI AND MARK SEASTEAD, BLACK & VEATCH

DELRAY BEACH,

T

FLORIDA

he beautiful coastline, a

Miami on Florida’s Gold Coast. With

professional tennis tournament,

a growing population estimated at

Pop. Served: 68,749

and a vibrant downtown corridor

68,749 in 2017, Delray Beach is a vibrant

are obvious attractions in Delray Beach,

coastal community. Each year, the

Florida. But the city, with support from

Delray Beach Open tennis tournament

Depts. Using Cityworks: Parks and Recreation, Public Works, Utilities

Black & Veatch, is adding a feature that

draws more than 50,000 visitors who

Staff Using Cityworks: 100

is invisible to most and beneficial for all.

enjoy not only professional tennis

Delray Beach, the “Village by the Sea,” sits approximately 52 miles north of

34 CITYWORKS MAGAZINE

but also the miles of city beaches and active downtown corridor.

User Since: 2018

work at the asset level. And there was

maintenance infrastructure in the

a catch: the city needed to retire the

first round; building maintenance,

legacy CMMS in time to avoid another

streets, traffic, and stormwater

year of licensing and maintenance fees.

infrastructure in the second.

City staff worked closely with Black

The initial implementation, completed

& Veatch consultants to replace the

in just three and a half months,

outdated system with Cityworks.

required the migration or creation of

Black & Veatch was able to meet the

more than 100,000 assets. Much of

aggressive implementation schedule,

this came from the migration of asset

saving the city more than $40,000

and work history data from the legacy

in fees for the legacy system.

CMMS into the GIS and Cityworks

Delray Beach invested significantly in its GIS program by developing its own mapped utility datasets. City GIS staff used the Cityworks implementation as an opportunity to complete a migration and data update to Esri’s

databases. The team migrated over 23 years of legacy CMMS data, including more than 58,000 work orders, 11,000 service requests, and more than 93,000 inspections. Some of the inspections dated as far back as 1996.

ArcGIS for Water Utilities, formerly part

The team employed a detailed

of the Local Government Information

data-mapping exercise to streamline

Model (LGIM). The improved asset

outdated and overtly generic work

data registry within the ArcGIS

orders (categorized in the legacy

model provided a more robust and

system as miscellaneous items) while

consolidated platform for city staff to

endeavoring to minimize orphan

manage and access physical assets.

records that might be created by

“We utilized parts of the LGIM for our utility data and made modifications as needed to maintain institutional information that didn’t have an exact home within the schema. It’s been working well for us so far,” said Robert

consolidating work order and service request templates within Cityworks.

These templates were standardized and updated to improve operational reporting and increase data integrity about the type of work completed.

Mickla, utilities GIS administrator at

The Delray Beach Public Works

Delray Beach. “Cityworks gave us a

Department updated high-level

secure and easy way to bring mapped

business processes as part of the

assets to our field personnel. The

second-phase deployment. The

workflows implemented as part of the

department also incorporated

To keep up with growth and to

configuration will allow GIS staff to

vertical—or object class—assets so

continue to provide residents and

maintain that data more effectively.”

facilities management staff could more

visitors with the level of service

effectively manage HVAC, plumbing,

needed to sustain its infrastructure,

IMPLEMENTATION APPROACH

the city recently replaced a legacy

Delray Beach has successfully

computerized maintenance

completed two rounds of Cityworks

RESPONDING TO MOBILE NEEDS

management system (CMMS). The

implementation: water distribution,

Replacing paper work orders with

outdated system, which relied on

sewer collection, utilities maintenance,

digital field access was a huge priority

paper work orders, was unable to track

parks maintenance, and right-of-way

for the city. Ultimately, the city chose

and other mechanical systems.

FALL 2019 35

Cityworks Respond as the day-today solution because of its robust tools and user-friendly interface.

Nearly 80 staff use Cityworks Respond installed on iPad Pro tablets with cellular connections. Respond’s always-connected capability is imperative for crews traveling all over Delray Beach. It also helps supervisors improve transparency and document maintenance activities by extending their communication capabilities beyond verbal telephone and radio interactions. Additionally, Respond’s ability to color-code work activities helps field crews clearly understand maintenance workflows.

According to Joseph Frantz, deputy director of public works, the ability for field users and supervisors to more effectively communicate and prioritize work has “exponentially increased productivity and efficiency.”

AND THEN THERE WERE IGUANAS Since go-live, Cityworks has been used to help abate and monitor a unique invasive species problem: iguanas. A previous inspection of elevated tanks indicated that vent screening was missing from a particular storage tank.

Unfortunately, this inspection was completed using a hard copy and,

ArcGIS project as one of the more successful IT implementations in recent history. The stability of the Cityworks platform, reliability of the ArcGIS database, and experience of the Delray Beach and Black & Veatch implementation team provide a foundation for continued success across the entire organization.

despite best intentions, a family of iguanas moved into the tank before the screen could be replaced.

Trevor Feagin, the Cityworks administrator at Delray Beach, created new custom cyclical work order templates and custom inspection forms to remind staff

Traci Berlingieri is a senior systems architect and Mark Seastead is a regional asset management leader with the water business of Black & Veatch, an employee-owned engineering, procurement, consulting, and construction company.

to inspect the vent screens more frequently until Cityworks can be fully deployed for the plant, preventing a recurrence of wayward iguanas.

Delray Beach leaders and utility staff value the Cityworks and

An Operations Dashboard in the Cityworks inbox helps the utilities team track key performance metrics.

36 CITYWORKS MAGAZINE

Hair Pulling & Skin Picking Disorder affect at least 1 in 20 people.

If you are someone you know is affected, TLC can help: Treatment Referrals Support Groups Annual Conference & Local Events Volunteer Opportunities And much more!

bfrb.org bfrb.org

Help Yourself, Help Others…Get Involved Today!

Cityworks is a proud supporter of The TLC Foundation.

FALL 2019 37

DRESSING IT UP AND TAKING IT OUT

HELPFUL TOOLS FOR VISUALIZING ASSET DATA

BY ROBERT J TAYLOR AND BRANDON BROWN, CITY OF DUBLIN

O

nce you start gathering data

repair quantities so the work orders

on your assets and operations,

can be assigned to a project. Then, the

the next logical step is

inbox provides a chart of each project.

DUBLIN,

OHIO

to present your data in a way that

Clicking any of the data columns

supports informed decision-making.

will open the respective list of work

The best tools for visualizing data

orders associated with that project.

Pop. Served: 47,000

Cityworks also helps visualize the

Depts. Using Cityworks: Public Works, Streets, Utilities, Facilities, Engineering, Park Operations,

depend on the questions you are trying to answer and the goals you hope to achieve. Together, Cityworks and ArcGIS offer a suite of data visualization options that can be customized for specific data sets and target audiences.

city’s asset inspection data. Custom searches filter the following: • Completed inspections to review and close

The City of Dublin, Ohio, has been

• Open inspections to be completed

using Cityworks for more than 10 years.

• Closed inspections that have

In that time, the city has expanded its use of the system from simply tracking work orders to also managing

Forestry, Horticulture Staff Using Cityworks: 110 User Since: 2008

assets in fair condition • Completed inspections this year

whether more

service requests and inspections.

All of these custom searches

marketing efforts are

Here are some of the ways they

are set up with a rolling date

needed to promote the GoDublin

present data to their end users with

criterion so the searches do not

application to the public.

the help of Cityworks and ArcGIS.

need to be updated each year.

CITYWORKS TOOLS

A rolling date custom search also tracks

Cityworks offers a selection of data

scheduled and unscheduled stops in

planning and shared work plans, key

visualization tools right out of the box.

the city’s curbside chipping program.

decision-makers may need more robust

Dublin uses those tools to create saved

Scheduled stops are determined by

data visualizations. This is possible if you

searches that power custom inboxes for

service requests generated in the

subscribe to the enterprise URL service

Cityworks users. Custom inboxes help

office or through the city’s customer

in Cityworks and have an ArcGIS Online

supervisors make important operational

relationship management application,

account. An enterprise URL, or eURL, is a

decisions while also providing snapshot

GoDublin. Unscheduled stops are

simple yet powerful tool for displaying

views of key performance metrics.

determined by service requests

Cityworks data on a map. Any custom

initiated by crews in the field using

search can be exported into ArcGIS

mobile devices. Supervisors are now

Online using the eURL service.

For example, the city performs sidewalk inspections and then uses that inspection data to categorize repairs into either sidewalk shaving or sidewalk replacement. The inbox depicts those

38 CITYWORKS MAGAZINE

ARCGIS TOOLS When it comes time to budget

able to analyze the ratio of scheduled and unscheduled stops to understand

Consider the sidewalk inspection and

crew workloads and determine

work order data discussed earlier.

The city used Cityworks data and

easy-to-understand overview of asset

The city has also found that some

eURL to create an interactive map

condition, repair schedules, and more.

users like to add the Operations

depicting the actual work locations,

Another custom dashboard tracks

with interactive tiles that calculate quantities and buttons to filter searches.

When users navigate around the map, the data automatically filters to reflect addresses within the visible area. The map also includes a search function

street service requests. This dashboard depicts the open and recently completed service requests on a map complete with tiles that calculate the numbers and a chart to depict

Dashboards into a tab in their Cityworks inbox for quick and easy access. This allows them to quickly move from analytical and planning activities to operational activities without leaving the Cityworks platform.

the individual types of requests.

Custom searches, custom web maps,

Supervisors can use the dashboard

and custom inboxes have proven to

eURL supports live data updates

to quickly see the quantity, location,

be valuable tools for managers at the

from Cityworks—which means that,

and types of open requests.

City of Dublin. These tools assist the

for locating specific address locations.

as a new work order is added or an

In each example, these web maps and

existing work order is changed, the map updates automatically. This map is used to communicate to Public Works and Engineering leadership when developing budget and work plans. The

dashboards can be made accessible to decision makers—regardless

user to be more efficient and focused on performing the right work, on the right asset, at the right time.

of whether they are Cityworks

Visit cityworks.com/cityofdublin to

users—as well as the public.

explore the inboxes and dashboards

map will also be available to the public.

THE BEST OF BOTH WORLDS

You can also configure web maps

Cityworks inboxes allow the user to

to display status or condition score

combine Cityworks data visualization

of individual assets. With the help

tools and ArcGIS Online web maps in

of inspection and work order data

a one-stop-shop for information. This

tracked in Cityworks, an ArcGIS

is a powerful tool because it allows

Operations Dashboard can provide an

an individual to access the data they

created by the City of Dublin.

Robert J Taylor is an infrastructure asset management engineer and Brandon Brown is a data/GIS manager at the City of Dublin, Ohio.

need in the visual format they desire.

An interactive dashboard allows users to explore sidewalk inspection data.

FALL 2019 39

5 WAYS TO IMPROVE YOUR WORKFLOWS WITH THE NEW PAVEMENT MANAGEMENT APP

W

hether you’re patching potholes

such as PAVER™. The application enables you to

or rebuilding roads, maintaining

perform seamless workflows within the Cityworks

pavement infrastructure is both

platform while fully leveraging your GIS.

costly and time consuming. Integrating your pavement analysis and work management system can help you get ahead of the curve.

An improved user experience allows you to easily export and import work history and condition scores from a single browser. You can also pull in

This summer Cityworks released its newest

suggested work activities to create proposed work

product, Pavement Management. Pavement

orders, and assign them to a Cityworks project.

Management is designed for organizations that use a pavement management solution

Learn more at cityworks.com.

3

1

Easily import and export data between pavement management solutions and Cityworks as .csv and .xml files

Share data, such as pavement material, work orders, and inspections, to increase overall efficiency

4

Visually track PCI, last construction date, and current surface type with the power of ArcGIS

5

Plan, prioritize, and budget pavement maintenance and rehabilitation

2

Leverage your pavement management solution to calculate the pavement condition index (PCI), perform pavement analysis, and predict future pavement conditions

FALL 2019 41

MANAGE YOUR ASSETS IN THE FIELD WITH RESPOND 2.0

Y

our work isn’t limited to your desk and neither is Cityworks. With the help of a continuous network connection, Cityworks Respond

provides you with streamlined access to Cityworks, specifically for field use, on your tablet. You have the power to manage assets and create work orders, as

• Organize, manage, and maintain your asset information while working in the field.

• Perform workflows with your work management

well as capture digital signatures for inspections and

overview and detailed map in a side-by-side

permitting tasks, right in the palm of your hand.

layout, all within the same browser tab.

Late this summer, the newest version of Respond was released. Respond 2.0 is build on Esri's Javascript 4.x API, providing an intuitive user experience

• Display all of your asset details within a functional asset panel.

• Create work orders or inspections and easily

that places your work management overview and

add or remove costs, equipment, labor, and

detailed map in a side-by-side layout, all within the

materials—all from your mobile device.

same browser tab. The 4.x map will also allow for exciting future developments such as 3D mapping.

Learn more at cityworks.com.

42

ADVANTAGES OF USING RESPOND 2.0:

• Customize each end user’s experience with Cityworks Style.

PARTNERING FOR YOUR SUCCESS

BY EMILY DUX AND GEORGE MASTAKAS

A

t Cityworks, we believe

offer modern, innovative solutions

technology should be more

that leverage your investment in Esri

to expand Cityworks functionality

than just a collection of

as the centerpiece of our platform.

with integrated solutions.

widgets and applications. We are committed to offering an ecosystem of complete solutions designed to solve your most pressing challenges.

We also realize we cannot accomplish this alone—and that’s where our business partners come in.

• Providing you with the right tools

At the 2019 Partner Summit in August,

The needs of your organization

we hosted 71 attendees from 40

drive our ongoing work as a partner

partner organizations. Guided by the

community. We continue to align

theme Create and Maintain a Customer

the partner network to the mission

for Life, the summit was centered

of ensuring your success, and we

around helping you be successful

look forward to sharing the latest

at every level of your organization

partner solutions at Where: Cityworks

The Cityworks partner network includes

and amplifying the collaborative

Conference in December.

a diverse group of businesses who

work we’re doing to support your

embrace the value of superior customer

community. We specifically focused

service. From world-renowned

on three ongoing priorities:

civil engineering and technology integration firms to respected software companies and international distributors, our business partners all share a common belief in the value of GIS. We combine our strengths to

• Using Cityworks Online to help scale your enterprise solutions while reducing your IT overhead.

Emily Dux is the Cityworks partner manager, and George Mastakas is vice president of enterprise solutions. Contact them at partners@cityworks.com.

• Extending your work into the field through a combination of Cityworks and partner solutions.

FALL 2019 43

JOIN US AT....

OCTOBER 2019 OCT 20–21

ICC Safety & Design Expo Las Vegas, NV

OCT 20–23

AWWA Water Infrastructure Conference St. Louis, MO

OCT 20–23

Fall Northeast ARC User Group Sunday River, ME

OCT 20–23

ICMA Annual Conference Nashville, TN

OCT 21–24

California & Nevada AWWA Annual Fall Conference San Diego, CA

OCT 27–30

GeoConX Atlanta, GA

OCT 30–

Arkansas GIS User Forum Eureka Springs, AR

NOV 1

NOVEMBER 2019 NOV 4–7

Northwest GIS User Group Bend, OR

NOV 6–7

Eastern Wisconsin User Group Green Bay, WI

NOV 12

Ozri Melbourne, AU

NOV 15

Ozri Sydney, AU

NOV 20

Ozri Brisbane, AU

NOV 20–21

SHRUG GIS Tallahassee, FL

JANUARY 2020 JAN 27–30

Indiana AWWA Indianapolis, IN

JAN 28–30

DISTRIBUTECH San Antonio, TX

FEBRUARY 2020 FEB 5–6

AWWA Pacific Water Conference Honolulu, HI

FEB 9–11

CalGIS Pro Conference Long Beach, CA

MARCH 2020 MAR 17–20

AWWA New Jersey Atlantic City, NJ

MAR 30–

South Central Arc User Group Grapevine, TX

MAR 31–

Texas Water Conference Fort Worth, TX

APR 3 APR 3

APRIL 2020 APR 19–22

North America Snow Conference Cleveland, OH

APR 25–28

American Planning Association Conference Houston, TX

APR 29– MAY 1

AWWA Pacific Northwest Spokane, WA

DEC 4-6, 2019 | SALT LAKE CITY, UT

44 CITYWORKS MAGAZINE

SEEING IS BELIEVING

BY CINDY CURLETTI, CITYWORKS

O

ver the past 10 years of my career at Cityworks, I

team works behind the scenes to combine information,

have had the unique opportunity to visit countless

look for patterns, and make new connections to improve

customer communities all over the U.S. Whether

their operations, the residents of Arvada can go another

I’m attending an industry conference, going on site to film a customer success video, or simply stopping in to say hello, each visit has a simple objective: to understand.

day without thinking twice about water quality.

Perhaps the most important thing I have witnessed in my time talking with clients is your ability to see what others

One of my favorite parts of this job is understanding

can’t and make a difference. You make new connections,

how communities are using Cityworks, ArcGIS, and

see the vision, roll up your sleeves, and get to work. Each

partner technologies to enhance quality of life for

of you are leading in your community to continually

residents and expand community development.

improve processes and innovate for positive change.

At their annual user conference in July, Esri kicked off a

This year, Where: Cityworks Conference includes

new campaign: See What Others Can’t. Jack Dangermond,

more than 70 client and partner presentations

president and CEO of Esri, explained, “What we at

focused on empowering GIS intelligence. Your peers

Esri call ‘The Science of Where’ is about the power of

will share their successes in asset management,

geographical information. It […] reveals where things

citizen engagement, community development and

are happening and gives insight into why.” ArcGIS helps

planning, data analytics, field mobility, and more.

organizations combine information, find patterns, and make new connections to see a world others can't.

I’m excited to join you in Salt Lake City in December to learn how you use GIS-centric strategies to see

During a recent visit to the City of Arvada, Colorado,

what others can’t and improve your community. You

I learned how their crews keep things running

are crucial to the success of building and creating

smoothly. Acting Utilities Director Cliff Deeds took

a resilient, safe, and sustainable community.

a few moments to share his thoughts on the role of technology in the process of ongoing improvement.

See a preview of Where: Cityworks Conference sessions on the next page.

“Success comes from our employees, and the technology supports them,” he said. “Cityworks and ArcGIS are the tools we needed to get into our employee’s hands, and it has

Cindy Curletti is the Cityworks marketing manager.

changed the way we do business in water operations.”

Contact her at events@cityworks.com.

Deeds emphasized that the best technology solutions remain invisible to the customer. While the water utilities

FALL 2019 45

TRACKS AT A GLANCE ASSET MANAGEMENT All Aboard: Going from One Department to Citywide

Flushing Paper Maps

Initiating a Wave of Change One Phase at a Time

Evolution of Cityworks for Stormwater

Expanding from a ProjectBased Implementation to an Enterprise Implementation

How Changing Technology Opened Doors

Prepared for the Blaze: Enhancing Fire Preparedness with Cityworks

Control That Gas: Implementing Cityworks at a Gas Utility

It's All About the GIS: Redesigning and Harmonizing Agency Geodatabases

Using a Proactive Approach to Optimize the Mowing and Cleaning of Municipal Properties

Turn your Cityworks Inbox into a Management Dashboard Using Power BI

DATA ANALYTICS Auditing Lost Water: The Advantages of Using Cityworks Data

Transform Your Asset Management with Analytics and Operational Insights

Cityworks Data: Dressing It Up

Using GIS Data to Prioritize Traffic Safety Service Requests

Managing Municipal Separate Storm Sewer System (MS4) Permit Requirements

Quality Assurance: Because Everyone Loves QA!

FACILITY AND VERTICAL ASSET MANAGEMENT None of Us Is As Smart As All of Us: Strategies for Cemetery, Fleet, and SQL View Management

Cityworks Goes Vertical: Developing Your Facility Asset Repository

Streamlining Facility Workflows with Cityworks

Managing your Vertical Assets with Cityworks

Manage Landfill Assets Using Cityworks Online and ArcGIS Online

Priming the Pump in South Bend

Improving Asset Management with a Cityworks Governance Structure

Techniques and Lessons Learned: Implementing Cityworks at Water and Wastewater Treatment Plants

Round and Round: Combining Cityworks and InfoMaster to Create an Effective Asset Improvement Cycle

46 CITYWORKS MAGAZINE

COMMUNITY DEVELOPMENT, PLANNING, AND PERMITS Cats, Dogs, Chickens, and Voters

Get Results with Cityworks Projects

Building Bridges Between Departments

Dynamic Content Management: Using PLL Tasks to Control Submittal Content on Public Access

No Ink Ribbon or Carbon Paper? No Problem!

No Pain, No Gain: Best Practices for Migrating Legacy Permit Data

Cityworks PLL + OnBase: Lessons Learned and Return on Investment

Don’t Get Sunk: Cityworks PLL for Regulating Groundwater Withdrawal

Streamlining Annual Fire Inspections with Cityworks PLL

Working the Workflow: Transforming Land Development

The Middle "L": A Business Licensing Adventure in Cityworks PLL

Expanding Cityworks PLL to Traffic and Engineering Operations

A Perfect Marriage: How Cityworks and Esri Create the Best Darn Citizen Reporting Tool

FIELD MOBILITY AND CITIZEN ENGAGEMENT Going Disconnected: Mobile for Field Operations

Respond with Efficiency: Improving Operations with Cityworks Respond

Using UtiliSync and Cityworks to Document Field Work

Improving Mobility with Esri Apps and a Custom Timesheet App

What Users Want: Implementing a Mobile Solution Using Respond

Live Leaf Collection Map Updates

INTEGRATIONS AND INNOVATION Automating Cityworks Storeroom

It's as Easy as 1.1: Using Barcodes in Storeroom 1.1 and Beyond

A One-Stop-Shop Solution: Best Practices for Integrating State and City Permits

Smoothing the Path with an Intelligent Pavement Interface Solution

Improve Business Efficiency with Cityworks APIs and Enterprise Integrations

Enhancing Fleet Maintenance and Operations with Cityworks and ArcGIS

Building a Service Request Generator with Cityworks and ArcGIS Online

SharePoint + GIS + Cityworks: An Innovative Approach to GIS-Centric Enterprise Content Management

Upcycle Your Data with Cityworks APIs

Work Smarter: Leverage the Cityworks Platform to Realize ROI

A Game of Distributed Services

Alternate Approaches to Secured Printing and Vertical Asset Configuration

FALL 2019 47

CITYWORKS BREAKOUTS The Power of Cityworks Tools for Analysis

Best Practices for PLL: Part I

Best Practices for PLL: Part II

Best Management Practices for Upgrading Cityworks

Cityworks APIs: What They Are and How They Can Help You

Going Vertical with Cityworks

Cityworks Refresh: Work Activity Logic and Functionality

Storeroom App: A Tour of the App and What's Coming Next

Public Engagement and PLL

Preparing for Enterprise Asset Management: Part I

Advancing Enterprise Asset Management: Part II

Overview of Cityworks Respond

Cityworks Online: Living in the Cloud

Extending the Cityworks Apps

Workload: The Road Ahead

Query Editor & Dashboards

Cityworks & ArcGIS Urban: The Road Ahead

Exploring Cityworks and GIS Authentication Options for Accessing Applications and Using Secured GIS Services

Extending Workflows with Cityworks Action Manager

Cityworks in the Cloud: Deploying Cityworks on Amazon Web Services

Cityworks and Esri App Integrations: Leveraging the Platform

Taking Cityworks Analytics to Insights for ArcGIS

Workload and Task Manager for Cityworks PLL

How to Use Cityworks Style

Action Manager and Activity Updates

Why Should PLL Sites Upgrade? (Core)

Why Should PLL Sites Upgrade? (Portal)

Discover the Power of eURL

ELM Overview

Configuration and UX in PLL Inspection Scheduling

Tour the Pavement Management App

Explore Cityworks Solutions

Best Practices for Deploying Utility Network with Cityworks

Creating Custom Map Plugins

Implementing Single Sign-On

Deploying Web Maps

For more information, visit where.cityworks.com.

Sessions and tracks are subject to change.

48 CITYWORKS MAGAZINE

trimblewater.com/unity

TRIMBLE UNITY FOR CITYWORKS

Real-time Performance.

Smarter Asset Management.

Real-time Insights

Proactive Asset Management

Improved Resilience and Response

FALL 2019 49

11075 S. STATE STREET, STE. 24 SANDY, UT 84070

If you have received this magazine in error, please call 801-523-2751 or email stories@cityworks.com.

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