Case Studies

Challenge The City of Kamloops provides road, water, sewer, parks and recreation services to 90,000 residential and commercial customers daily supporting the City's economy, environment and livability. At a time when operational budgets and levels of service are increasingly under pressure, The City is challenged to keep up with citizen requests and ensure that the budgets of running public programs are met. While implementing Cityworks to facilitate these objectives, they discovered that their Trades department was inundated with service requests from internal departments (Parks, Streets, Utilities, etc), but their process for these internal requests was inefficient and costly. Staff created work orders without reconciling them to a requestor or budget approval from Finance. This siloed and inaccurate process caused confusion and ongoing discrepancies in service requests, attributed costs and financial reporting. Like any other municipality, The City is under pressure to account for their spending. They needed to formalize and streamline how service requests were processed. Each new request needed to be tracked, along with any associated expenses to make the true cost visible. With a definitive set of steps, checks and balances, Trades would have the confidence that each request was authorized and could, therefore, be completed without any service delay to customers. Municipality expands use of Cityworks enterprise management system to streamline internal service request process & cut operational costs In 2009, the City of Kamloops embarked on a corporate-wide asset management program with the goal of transforming the way The City manages its corporate assets including $1.1B (2014) of tangible capital assets. A key strategy to enable this transformation was the decision to implement Cityworks, a state-of-the-art asset GIS-centric management solution. The City initially focused on streamlining work order management processes and directly associating the cost of maintenance activities to specific assets and locations. The City then uncovered a significant opportunity to realize additional operational efficiencies by leveraging the capabilities within Cityworks to streamline and update internal processes. 1 Esri Canada | The City of Kamloops gains operational efficiencies, improves financial control and transparency

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