Case Studies

Solution The new system needed to be deployed swiftly to minimize the possible impact on services. The City chose to integrate Cityworks' Work Order and Service Requests. Since they're fully compatible with the ArcGIS platform, both could be deployed quickly without interfering with the City's existing database (dbase) or configurations. The City first identified staff members who should have access to service requests and were authorized to charge requests against their budget. They trained staff on the Work Orders workflow first, and then on the Service Request procedures; within six weeks all 80 workers were ready to use the system. Integrating Work Order and Service Request helped them remodel a process that had been working against them. When a new service request is initiated, it's sent to a Trades crew leader who routes the request to the appropriate department (electrical, carpentry, millwrights or plumbing). Then they create a work order that automatically links it to the service request and associated assets in GIS dbase. From there, any future costs, including timesheets and inventory are linked to the work order via an interface to the City's Financial software. By implementing Cityworks Service Request and tying all related costs to specific work orders, The City can identify every cost, activity and asset associated with each request. This change has significantly improved their corporate asset management program and helped them perform operational analysis to satisfy long-term goals, including maximizing ROI. Benefits The City's entire business process is now documented, streamlined and efficient. Each service request is associated with a work order and approved by Finance so there's no confusion about the type of service requested, or to which department and budget to attribute the cost. With a centralized workflow, the Trades department can allocate expenses in record time. Managers, supervisors and crew leaders can now pull reports with clearly defined and attributed costs and stay informed on the status of any project. There is no longer any wasted time trying to decipher the history of a service request. With improved processes, the Trades department can better support customers and monitor which activities and services they most want to improve. Excel spreadsheets and other ad hoc records are now eliminated. The new, formalized GIS-based process integrates these extra tasks into the system and replaces any additional, informal documentation: all maintenance activities are tracked and associated to assets and locations, so any work order, service request, inspection, test or ad-hoc request is accounted for and tightly connected to the City's geodatabase. In the future, The City will supply their field staff with a mobile application which will let them create work orders, inspections and service requests on the fly, thereby eliminating the need to return to the office to complete data input and the risk of input errors in transposing notes taken in the field. The City of Kamloops gains operational efficiencies, improves financial control and transparency | Esri Canada 2 Using Cityworks, staff can directly relate work orders to service requests and assets, for relating work activity, problem types, costs and spatial/attribute information. Within minutes, management and operational staff can access a history of service request and work order information related to an asset to make informed maintenance, management and budget- related decisions. " By working with Esri Canada to implement Cityworks' Service Request and Work Orders, we now have an accurate depiction of the work, the request and because field workers can clearly see where a service request originated, they can confidently fulfill their requests and focus on the work rather than the paperwork." Dale Kaiser Corporate Asset Management Supervisor The City of Kamloops

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