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
• Donate an item for auction. No gift is too small! We accept gift cards, tech gadgets, swag baskets, and more. • Bid on your favorite items. You'll walk away with great gifts for friends, family, and yourself.
Archives available at: www.cityworks.com
Visit where.cityworks.com/TLCsilentauction to
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.
EMPOWERING GIS
CREATED TO EMPOWER GIS F O R P U B L I C A S S E T MA NA GE ME NT www.cityworks.com