Jul 06, 2016

NC City Fully Integrates Cityworks System

Multiple departments increase sustainability & efficiency

Charlotte, N.C., work management system

Across the city of Charlotte, N.C., the Cityworks system has processed more than 6 million service requests and work orders since initial deployment. More than a thousand users from five separate departments in the city are using Cityworks to advance work and asset management efforts across operating systems. 

Through Cityworks, the Aviation Department (Charlotte Douglas Airport) has fully automated work orders and effectively manages tenant interactions. Charlotte Area Transit System (CATS) can better schedule and manage work on facilities such as shelters and bus stations. Solid waste services manage all customer service and administrative work orders, including bulky item pickup and special services set-up and collections. In all areas, process improvements have been central to the Work and Asset Management (WAM) program implementation.

Charlotte first implemented Cityworks in 2007. Prior to Cityworks, many work management systems were used throughout the city, and several departments used more than one. They currently use Cityworks Office, Field, Storeroom, Analytics, Public Access, the mobile apps, and the service request and work order APIs in day-to-day operations. By using a combination of Crystal Reports and MSSQL Reporting Services, management now has easy access to work performance information for improved decision making. 

“As the city pursues more sustainable infrastructure management practices, Cityworks and Esri are the critical tools in documenting and supporting continuous improvement,” said Shawn Coffman, deputy director, Charlotte Water. “Field usage of Cityworks has significantly improved dispatch functions, eliminated millions of paper work orders and has promoted more effective job costing across the enterprise.”

“The city of Charlotte is a shining example of the amazing results Cityworks produces for our clients,” said Brian Haslam, president and CEO of Cityworks.  “Cityworks and ArcGIS combine to form a system of engagement second to none. From the office to the field to customers’ cell phones, the Web GIS-centric portal improves nearly every facet of an organization’s workflow. Empowering GIS for public asset management isn’t just a saying, but an absolute reality that has been proven time and time again.”