Case Studies

Solution The Town of Rothesay selected Cityworks Server 2012 to automate the turnaround of service requests. This GIS- based solution pulls data from a central geodatabase and allows assets to be viewed through an intuitive map interface. When a service request is received, it is logged in a Cityworks template and an automatically generated email is forwarded to staff members. Residents also receive an email informing them that the service request has been received. The Town customized over 40 service request templates to support all areas of operations including water/wastewater, transportation, street maintenance, snowplowing and parks & grounds. Field managers equipped with Dell Latitude tablets can connect with Cityworks in the field to view, update and complete service requests remotely. Work performed on an asset is recorded and immediately reflected in the Town's geodatabase. To improve its asset inventory and create PS 3150-compliant reports, the Town also implemented Esri Canada's Asset Valuation Toolkit (AVT): a collection of GIS-based tools that help local governments collect, manage, maintain, amortize and report asset information. Using this tool allows the municipality to valuate its assets, measure depreciation and build a PSAB-compliant database without relying on an external contractor. The Town can also view current and future costs related to capital, repair and maintenance at-a-glance. Benefits Using Cityworks allows department managers to learn about service requests within minutes, rather than days, of being received. As such, infrastructure-related issues are resolved much more quickly which has allowed the Town to improve its level of customer service. The timely turnaround of service requests makes it easier to maintain safe and operational infrastructure while avoiding potential issues such as sanitary back up, dangerous road conditions and other safety-related concerns. Field crews are no longer required to travel back and forth from Town Hall, saving valuable time and money. Integrating the AVT has led to further cost savings by eliminating the need for an external contractor. Built- in accounting rules allow staff to determine acquisition costs and expected life for each individual asset in-house. Depreciation and amortization can be automatically calculated leveraging a PSAB-compliant asset inventory. The ability to account for all tangible capital assets supports strategic planning and budgeting while enabling the Town to assess future revenue requirements, the performance and sustainability of existing infrastructure and the likely cost of proposed activities. In the near future, the Town of Rothesay will extend Cityworks functionality to work orders and inspections, and expand access to over 20 users. Field managers equipped with ruggedized tablets can connect with Cityworks in the field to view, update and complete service requests remotely. Using the Asset Valuation Toolkit, depreciation and amortization can be calculated for each individual asset. " The ability to communicate service requests to staff in the field saves us hours of time so that asset-related issues can be rapidly resolved. In one instance, a service request was responded to within five minutes of being received." Corinne Bexson Senior GIS Technician Town of Rothesay Town of Rothesay develops forward-looking asset management strategy & improves customer service | Esri Canada 2

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