Page 1



BUILDING A GIS-CENTRIC CONNECTED COMMUNITY Featuring: West Jordan, UT Butler, IN Atlanta Airport, GA

Northville Township, MI Fayetteville, NC Arlington Heights, IL

Columbia County, GA Independence, MO 2018 SPRING



4 6

Creating the GIS-Centric Connected Community

Counting Assets and Building Maps


Using Cityworks to Manage Art Exhibits in the World's Busiest Airport

Building a Better Public Asset Pipeline


2018 Events We're Attending


Presidents Corner—Creating the GIS-Centric Connected Community


Cover Story—Counting Assets and Building Maps


It Takes a Village: Using an Enterprise-Wide Approach in AMS Implementation


Grave Mistakes Prompt New Method of Tracking Cemetery Data


Charlotte Cemetery, Murray Cemetery


Integrating Independence


Using Cityworks to Manage Art Exhibits in the World's Busiest Airport


EPCOR USA Taps Cityworks, Woolpert for Multi-State AMS Implementation


Building a Better Public Asset Pipeline


A Mobile Solution for Code Enforcement


Disaster Preparation and Recovery


New Cityworks Apps


Harness the GIS with Map Layers and Task Map Layers


Understanding Infrastructure Risk Assessment

SPRING 2018 1

ADVISORY BOARD Brian Haslam | President & CEO George Mastakas | Vice President, Enterprise Solutions Wayne Hill | Vice President, Client Relations Brent Wilson | Vice President, Sales Sheldon Bagley | Executive Director, Development Becky Tamashasky | Executive Director, Product Management Jed Call | Executive Director, Marketing Steve Thomas | Executive Director, Customer Support MAGAZINE STAFF Kaye Ryser | Editor Sara Adelman | Editor Camille Olsen | Assistant Editor Christine Christensen, Reece Hanzon, Danielle Edwards | Contributing Editors Kelsey Haddox | Graphic Design MARKETING AND COMMUNICATIONS Cindy Curletti | Marketing Manager Emily Dux | Partner Manager Vernon Walters | Marketing & Sales Coordinator Roger Sengthavychith | Creative Director, West Jordan Photos

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ATTENDING: APA National Planning Conference April 21–24, New Orleans, LA ACE 18 June 11–14, Las Vegas, NV Esri User Conference July 9–13, San Diego, CA PWX August 26–29, Kansas City, MO ICMA Conference September 23–26, Baltimore, MD WEFTEC 2018 September 29 – October 3, New Orleans, LA Esri GeoConX Conference November 5–8, Dallas, TX



Tel: 801-523-2751 Email: Archives available at: CITYWORKS | AZTECA SYSTEMS, LLC 11075 South State Street, Suite 24 Sandy, UT 84070 801-523-2751 The information contained in this document is the exclusive property of Azteca Systems, LLC. 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. All requests should be sent to Attention: Contracts and Legal Services Manager, Azteca Systems, LLC, 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,,,, 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. 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. Azteca Systems® may make improvements and/or changes in the product(s) and/or the program(s) described herein at any time. In no event shall Azteca Systems 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. part of this document may be reproduced or transmitted in any form. 2 No CITYWORKS MAGAZINE

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Esri’s ArcGIS®

Common Patterns of Use


organizations can use Cityworks and ArcGIS to become a GIS-centric connected community. These include: 1. Constituent Engagement: Local government and public service organizations embrace citizen and customer


provide input, remain informed, and monitor progress. 2. Organization Empowerment: Organizations empower management

Cityworks users have always looked to ArcGIS as the

a connected community. Increasingly, a

authoritative asset data repository. Local government

smart community puts GIS at the heart of its

and public organizations are accustomed to using ArcGIS

technology—a GIS-centric connected community. In February, Esri published a white paper outlining ArcGIS Common Patterns of Use. These nine essential best practices appear across all GIS organizations regardless of industry or business model, and they lay the groundwork for long-term success. As Esri points out, the organizations that incorporate all of these patterns into their strategy experience the greatest return on investment.1

and staff to collaborate and easily discover, use, make, and share public asset data to better support maintenance services,

Data Management Collect, organize, and maintain accurate locations and details about assets and resources

inspections, permitting, public safety, and emergency response. 3. Organization Decision Support: Easy-to-use tools help

for data management, mapping, visualization, field mobility, monitoring and analysis – the first five ArcGIS

management and staff make real-time, data-driven decisions—

common patterns of use. These are patterns of technology

supported by historical asset and location data.

adopted by organizations. The four additional patterns

4. Organization Design and Planning: Public asset data analytics allow

are positive outcomes the organization realizes (see

Field Mobility Manage and enable a mobile workforce to collect and access information in the field

organizations to evaluate alternatives and develop initiatives that

adjoining graphic). Conceptualizing the four outcomes further, we can see how public asset management

Understand locations and relationships with maps and visual representations

communication and collaboration, empowering residents to

BRIAN HASLAM, PRESIDENT AND CEO, CITYWORKS t is often said that a smart community is

Mapping & Visualization

improve management, budgeting, planning, and design decisions. These patterns of use have a common theme: information and communication. More than ever, residents want to help improve their

Monitoring Track, manage, and monitor assets and resources in real-time

community. And, more than ever, local leaders and public service providers want to ensure resources are effectively used to improve the experience of residents and businesses in their community.


Cityworks and ArcGIS, as well as third-party integrations, make it easy to collect,

Discover, quantify, and predict trends and patterns to improve outcomes

visualize, and share information. The GIS-centric framework also provides powerful tools for communicating with diverse stakeholders at all levels of an organization. These patterns of use are valuable in day-to-day operations, and they become especially critical during an emergency or public safety crisis.

Design & Planning

Examples are abundant: Zika virus mitigation and elimination at Miami Beach2.

Evaluate alternative solutions and create optimal designs

Hurricane response and recovery in Texas, Florida, and many other locations3. In this issue of the newly-named Cityworks Magazine, we explore how inland communities such as Columbia County, South Carolina, relied on GIS-centric

Decision Support

patterns of use to manage their emergency response to Hurricane Irma (26–29).

Gain situational awareness, and enable information-driven decision making

We also highlight powerful examples of Cityworks users who are implementing these four patterns to improve enterprise operations and long-term planning. The Cityworks platform is a time-tested, emergency-tested, superior platform for public asset management. Cityworks, with ArcGIS, supports the entire community by connecting public employees, policy leaders, residents, and business owners. Together, these individuals can work together to create a sustainable, resilient, and safe community—a GIS-centric connected community.


“Architecting the ArcGIS Platform: Best Practices.” Esri. February 2018.

Monserrat, Marcia, Adriana Castro, and Stanley Payne. “Fight the Bite.” Cityworks InPrint, Spring 2017: 24–27. 2



“Hurricanes Harvey and Irma Emergency Management.” Cityworks InPrint, Fall 2017: 6–8.

Constituent Engagement Communicate and collaborate with citizens and external communities of interest

Sharing & Collaboration Empower everyone to easily discover, use, make, and share geographic information SPRING 2018 5 Copyright © 2018 Esri. All rights reserved.

to collaborate and bring their data, knowledge, and frustrations. Using a combination of as-builts, drawings, GPS points, TV records, and institutional knowledge, Spencer combed through the data, marking places that need to be verified. He then worked with the department to survey assets in the field. As more reluctant departments saw the payoff for their colleagues, they opened to the idea of implementing Cityworks. Spencer helped each team make the most of their Cityworks experience, resulting in more accurate maps across all departments. Regular trainings were implemented to ensure success as each department



went live. Today, Cityworks is used in eight departments, and the team is creating spatially accurate data for more than 1,000 miles of lines and 60,000 points of assets. Improvements on West Jordan’s maps helped city officials identify where

maps or institutional knowledge.

West Jordan expects to use Cityworks

their assets are located and how

Our data became more accurate

robust suite of integration options

t can be difficult to manage your

having a general idea where assets

assets when you aren’t sure how

are buried was not enough.

many they have. Accuracy improved

because our users had a stake in

to drive better citizen involvement

greatly as utility departments

making sure their field observations

in their public works processes.


invested more time and effort to

matched what was in the GIS.”

One project in particular will link

Prior to Cityworks, the city relied on

City staff understood the importance

contributing to accurate maps,

multiple GIS shape file formats of

of GIS, and they began looking for

knowing they would be updated

Depts. Using Cityworks:

water, sewer, and storm systems. Most

a system with GIS-centric asset

promptly. Perhaps most importantly,

Since then, West Jordan integrated

This will allow the general public to

Water, Wastewater,

of these files had been created using

management capabilities. Cityworks

the GIS and utility departments

the Esri Collector app to help their

report issues that will immediately

Stormwater, Parks, Concrete,

as-builts and staff memories or simply

met their specific needs, and they

have developed a relationship

utility locators report map errors

generate a work order for the team

Utility Locators, Streets

drawing lines and points closest to

liked that it had the potential to

of trust and accountability.

from the field. The city is currently

to investigate. In this way, the public

where an asset was believed to be.

integrate with their Esri software.

in the process of creating unique “Although we had some GIS

will be able to effect change in their

Collector apps for each department

Some city departments were

elements prior to Cityworks, the

community more effectively, and

Unreliable maps led to expensive

to report errors, see where the GIS

reluctant to learn a new program.

new platform gave our staff a better

the city will be able to respond with

problems. In one instance, a water

team has marked places to verify,

GIS specialist, Spencer Munson,

appreciation for what GIS can do,”

efficiency and transparency.

line broke and crews could not

and check in real time whether

find the shut-off valve to stop the

was brought on full time to focus

said Andrew Thorup, GIS specialist

issues have been addressed. The

water. As water continued to flow,

on creating spatially accurate data.

at West Jordan City. “Users began

departments now have an official

the city lost valuable time, money,

His office became a central location

interacting with and depending

workflow for verifying missing or

and energy. It became clear that

for utility managers and workers

on GIS data as opposed to paper

inaccurate asset information.



Pop. Served: 114,000

Staff Using Cityworks: 60 User Since: 2013


many you have. This was once a

major issue in West Jordan, Utah.


Esri’s Crowdsource Reporter tool with their current Cityworks system.

SPRING 2018 7

group quickly realized that leveraging Cityworks


with mobile devices would greatly increase


efficiency in the hydrant flushing process. “Before Cityworks, our staff had to complete hydrant inspection forms on paper,” said Steve Mullany, public works services coordinator at Arlington Heights. “Now the supervisor can see the progress


of the crews every morning and what items need to be repaired right off the inspection list.”



Pop. Served: 75,101

to help the foreman determine appropriate repairs.

he Village of Arlington Heights

integrate new workflows and

The public works

is a progressive and vibrant

expand to other departments

department provided

community nestled in the

while still being cost effective.

unlimited access to conference

with a population of more than 75,000 and growing, Arlington Heights is the largest village in the U.S.

GIS, Inc. to implement Cityworks AMS for the public works and engineering departments. The

team was present at every meeting

they created a project leadership


took an enterprise-wide approach.

team that worked closely with

Each spring, the Arlington

Although Arlington Heights had

Ritter GIS every step of the way.

Heights water distribution team

to be sure their replacement work management platform could


interviews, compile existing records, and talk through process changes.

Below crews are able to more accurately track their hydrant flushing work using the GIS.

of the Arlington Heights leadership

management system (AMS), they

meetings with Ritter GIS to conduct

continued on page 10

importantly, at least one member

six-month implementation, and

Department administrators needed

inspection and repair is automatically associated

each onsite session. Perhaps most

decided to overhaul their asset

The team scheduled biweekly

orders and assign them to the appropriate crew. Every

resources to ensure success during

village committed to an aggressive

AMS didn’t connect with the data.

Once repairs are identified, the team can create work

rooms, facilities, and all available

When Arlington Heights

ArcGIS information, their existing

is complete, the hydrant disappears from the mobile shifts. The crew also submits notes and photographs

User Since: 2017

Heights partnered with Ritter

Cityworks login to use in the field. Once an inspection

Police, Fire, Finance, Managers

Staff Using Cityworks: 122

In January 2017, Arlington

member is now equipped with an iPad and a unique

Public Works & Engineering,

Health & Human Services

classification of “village” fool you—

all the necessary points of inspection. Each crew

view, eliminating any overlap with crews on offsetting

Planning, Building & Life Safety,

outskirts of Chicago. But don’t let the

customized hydrant inspection form to incorporate

Depts. Using Cityworks:

Office, Information Services,


In order to make this happen, the team built a

to solidify desired outcomes.

dedicates two weeks to inspecting, flushing, and maintaining more than 4,200 hydrants across the village. At the first Cityworks implementation meeting, this

SPRING 2018 9

with the GIS asset, creating a system of record for historical data such

every public works division participated in the meetings and


trainings. Together, the team collected and documented several


as inspector name, inspection date, and all observation results. The team also uses Crystal Reports to automate the gallons-per-minute calculation for each hydrant and compare the data with previous years. RESULTS SPEAK VOLUMES

Arlington Heights didn’t stop there. During implementation,

hundred artifacts for existing practices and developed new workflows. Ultimately, this enterprise-level commitment allowed the village to realize the full potential of Cityworks AMS. In nine months of activity since implementation, the village processed

plot by number. The second card,

every cemetery some kind

created when a plot was sold or

of system to track plot sales,

used for burial, identified the plot

ownership, and tenants. Until recently,

more than 7,000 service requests, 10,000 work orders, and 6,000

the City of Butler, Indiana, tracked

inspections. Each of these have been routed to the appropriate

cemetery plot sales and management

resource through 800 customized templates and workflows.

through old books and hand-drawn

Initially, the village projected 90 Cityworks users, but that number has since grown to 122. The village Cityworks team consistently applies their knowledge to every aspect of daily operations with the goal of integrating additional capabilities. “Cityworks has expanded beyond the eight public works divisions to all other village departments,” Mullany explained. Field crews are able to complete hydrant inspections in the field—eliminating the need for paper forms.


very city has a cemetery, and

“From police and fire to the senior center and health department, everyone is using Cityworks in some way.”

maps, which dated back to when the Butler Cemetery was originally platted in the late nineteenth century.


by the owner or tenant name.


The paper system left too much room

Pop. Served: 2,700

for human error. More than once

Depts. Using Cityworks:

the same plot was accidentally sold to more than one person. In one instance, a single plot was sold to two different families who ended up

As the cemetery grew, the paperwork

needing it at the same time. The city

grew. Each new section required new

decided it was time to act, and they

books, and each grave plot required

began looking for a way to visualize

two cards. One card identified the

which plots were available for sale.

Water, Wastewater, Streets, Parks, Cemetery, IT Staff Using Cityworks: 13 User Since: 2015

Other Butler city departments have been using Cityworks for asset management since 2005, and Jim continued on page 12

ALL ABOARD Today, more than thirteen divisions are using Cityworks and ArcGIS to streamline their work. Here are a few highlights: • Administrative handles all calls, projects, and employee-related tasks. Their experience communicating with both customers and employees was extremely valuable during the Cityworks deployment. This proactive group carefully configured workflows and inboxes to retrieve the information they need when incidents occur. • Building Maintenance used cyclical work orders to create routine facility maintenance tasks in Cityworks. The new system dramatically reduced non-scheduled maintenance activities and provides accurate insights into the volume and progress of completed requests. • Fleet Operations plans to use a task-driven work order system to track internal vehicle maintenance requests. Descriptive tasks such as “alignment” or “oil change” will be added to work orders to document completed tasks. • Miscellaneous tracking protocols have been established for right of way requests, block party events, roadway closures, safety committee and work agendas, utility digs and low wires, and various contractual inspections. • Permit Tracking migrated from Excel to Cityworks using custom fields for status tracking and compliance dates. Cityworks Respond allows for quick retrieval of information in the field. • The Village Manager’s Office improved citizen engagement. They integrated SeeClickFix with Cityworks to seamlessly receive and monitor requests while effectively giving residents a one-stop shop to report issues.


SPRING 2018 11


Otis, the city’s GIS/IT coordinator,

any—needed to be updated in

digitization one step further. The city

suggested a Cityworks solution for

the attribute fields, and what the

created a web application that allows

selling cemetery plots. Cityworks

symbology would be so the end

funeral homes and the general public

allowed the cemetery to create work

product could be used for both plot

to access cemetery information

The City of Charlotte implemented Cityworks in 2009 to

Work orders are created automatically from task

online. Internal users can find a

help their Landscape Management Division manage and

completion in the workflow. The iOS application allows

grave by opening the GIS search in

maintain city trees and landscaping. Within the landscape

field crews to track work from their phones while in

Cityworks and searching by the owner

division’s purview lies the maintenance of six active,

the field, thereby eliminating the need for whiteboard

or tenant’s first or last name, date of

city-owned cemeteries, totaling approximately 200 acres.

lists and phone calls. With the map, they can see all the

orders against each plot, prompting the team to complete custom fields tracking the owner, tenant, and other attributes. From there, Jim Otis and GIS intern Hannah Dodd created symbology based on those attributes to make it easy to see whether any given plot is available for sale.

sales and cemetery maintenance. The city’s street superintendent Eric Dohner suggested that it would be helpful to know who is buried on either side of a plot when digging a grave or marking a footer. The GIS team created an annotation for each grave, which appears near the

burial, and funeral home. Meanwhile, the public can access the web app on the city website and search by any part of the owner or tenant name—or zoom in to select a specific grave.

The cemetery was digitized much the

headstone location. Zooming in

same way a parcel fabric is digitized,

allows staff to see the exact names

By adding the cemetery to their GIS,

using the original plats. Otis and

on each headstone. The team also

the City of Butler leveraged Cityworks

Dodd then verified the locations on

created custom fields for each

to eliminate redundant plot sales

the digitized maps using Trimble’s

work order template and decided

and streamline the record-keeping

R2 GPS unit, which is corrected to

which ones needed to update the

process. Not only does the new

three-inch accuracy within the field.

geodatabase. For the cemetery plot

system prevent customer crisis

It took a lot of coordination between

sale template, they configured a print

during a time of grief—it also enables

different departments to develop

template that serves as a sales receipt.

online access to a unique aspect

the right strategy. They determined which work order templates would be necessary, what information—if

As a result of all of this GIS work,

of the city’s historical record.


The cemetery group maintains the landscaping of the grounds, including repair of monuments, markers, and

needed work in a cemetery, which reduces the time wasted driving back and forth between locations.

mausoleums. With approximately 450 burials a year, along

All cases are attached to one or more graves. If the

with sales of pre-need gravesites, they needed a way to

grave does not yet exist on the map, the office staff can

track and report their daily work and monthly sales.

create it using the edit tool. Users can geographically

When the city upgraded to Cityworks 15.1 last year, they decided to include a PLL license that would allow the cemetery group to track and report their day-to-

see if the grave is available for sale, if it is sold and ready for burial, or if it is sold and full. Users don’t have to depend on ledgers and memory to find availability.

day activities. Instead of ledgers and spreadsheets

Ultimately the city wants to make the interment information

to manage sales and burials, cases are created to

available to the public using ArcGIS Online. Searching

track fees and payments, interments, and next of

for family burial sites will be much easier by pinpointing

kin. Attachments allow photos, obituaries, and other

the actual gravesite, rather than just a cemetery. As more

documents to be kept in one place. Public internet

of the existing paper records are added to Cityworks,

links such as Find A Grave are also included.

the history of Charlotte will be available for all to use.

Butler was able to take their

City of Butler's web application makes it easy for the public to view cemetery information online.



Equipment Change Out to add records to specific graves.


They also use the editing and searching capabilities to

Murray City is a small suburb in the middle of Salt Lake

easily find and update the burial and ownership records.

County and serves a population of around 48,000 residents.

Now the cemetery office relies on these tools and

Murray was founded in 1913, and it was around that same

information for everyday management of the cemetery.

time that the city purchased a small existing cemetery called the South Cottonwood Ward Cemetery. Since that time, the Murray City Cemetery has expanded to contain more than 22,000 graves. With that many records, it becomes a challenge to keep them current. It has only been in the last 15 years that these records have been moved from a printed format into a digital database. With today’s advancements in asset management, Murray City customized Cityworks AMS to serve as the record management system for the cemetery. Because the cemetery ownership records are part of a spatial database


• Makes searching more efficient—staff no longer have to search through paper records, and the new system has more options for locating records • Allows the cemetery office to edit GIS records directly in Cityworks • Supports image links from the database to headstone photos • Provides an improved work management system for grounds maintenance, including burials

in GIS, the city can take advantage of useful tools like SPRING 2018 13


IPL to adjust the design process

ability to provide true history of an

Gone are the days of possibly losing

for more accurate estimates.

asset through its lifecycle is a first

track of a paper service request or

for our utility and will offer a wealth

work order. Now everyone has access

of benefits in future planning.”

to a system that provides real-time


“As a former utility engineer, it


was gratifying to see the seamless


integration between the three

For the customers served by IPL, this

status of workflows and processes. This is great for our organization

hen the city fathers of


systems and the potential

means continued rate stabilization,

Independence, Missouri,

The initial challenge was to move

for improving the estimating

faster response time to outages,

fired up their first power

materials into Cityworks so they could

process,” said Mark Rytilahti, senior

and more comprehensive customer


consultant and project technical

service. From new subdivision

Even more exciting is what lies ahead

lead at POWER Engineers.

builds to monthly statements, IPL

in future phases. POWER Engineers

customers may not experience

is currently working with IPL to

Cityworks’ elegance like employees

bring electric generation facilities

do, but this new asset management

into Cityworks. With an upgrade

system makes Independence a better

to Cityworks 15.2 and a Storeroom

place to live. The data gathered

implementation, IPL will move their

and shared through Cityworks

main generation and communication

allows IPL to ensure reliability as

warehouse functions into Storeroom

infrastructure ages, stay ahead of

and include an improved barcoding

the curves of growth and demand

solution to further streamline

for electrical power, develop better

operations. Also, IPL’s user group

business plans for capital projects,

will expand to include more than

and reduce waste through paperless

20 linemen for field reporting.

plant in 1901, electrical power was considered leading-edge technology. More than 115 years later, Independence Power and Light (IPL) repeated the tradition of embracing new technology when they chose Cityworks to replace its homegrown work management program. The municipal electric utility’s primary challenge was to integrate the diverse software landscape that supported material assemblies, material reservation, and workflow data and scheduling. Though the existing system was working, it was inefficient and had some catching up to do with technologies on the horizon. But before Cityworks could modernize IPL, the utility needed to integrate an AS400 green screen material management solution and a JD Edwards customized labor solution— both old enough to vote—with an evolving Automated Utility Design (AUD) program awaiting installation.


be used in the AUD engineering design program. Because this was just one of the technology gaps IPL would need to bridge to develop a successful solution, they chose POWER Engineers as a partner for their specialized utility development experience. POWER’s experts seamlessly integrated the inflexible AS400 program to provide Cityworks with constantly updated



Pop. Served: 117,250 Depts. Using Cityworks: Power & Light, Water Pollution Control, Public Works, Community Development Staff Using Cityworks: 50 IPL staff (expanding to 100) User Since: 2007

The next gap to address: opening the Cityworks-created material assemblies to the AUD design program. POWER’s consultants partnered with the AUD development team at Spatial Business Systems to integrate the two systems to share data effortlessly. Now integrated, designers can create new designs in their electric design program, link to a Cityworks

Although this is just a small part of the first phase of development for IPL, the increased efficiency is substantial. Now the utility can track estimated and actual costs all within one solution. The integrations entered in its native program,

back the estimated materials needed inventory levels could be maintained.


allow users to work with materials

materials while Cityworks pushed for construction projects so proper


build assemblies in Cityworks, and

and amazing for our customers.”

work order, create a

then consume these materials and

bill of materials including

assemblies in another solution.

estimated labor and construction

IPL employees have responded

Customer satisfaction with Cityworks

design drawings, and load these into

very positively to the transition.

on the horizon include IPL’s

is also high among IPL leadership.

outage management software,

“The success of our deployment

“Finding a solution that integrates all

has been the outstanding end user

electric utility business systems, let

acceptance,” said Janna Weir, systems

alone the other disparate municipal

program supervisor at IPL. “In the first

business systems, has been one of

five months of being in production,

those challenges throughout my 35

staff has created over 5,700 work

years in public power,” said IPL acting

orders that accurately capture all

director Andrew Boatright. “Cityworks

work activity on our field assets. The

is the tool that brings it all together.

the Cityworks work order for use by construction crews. Cityworks tasks then trigger calls to the AS400 and JD Edwards programs to pull back the actual materials and labor hours and populate the Cityworks work order. This allows the comparison of estimated labor and materials cost against actual cost, allowing

communication and documentation. Other Cityworks integrations

a new customer billing system, a new financial solution, and a fiber management solution—all which keep the future bright for their citizens.

SPRING 2018 15



data needed to visualize the spatial

department to get a holistic view

distribution of the program’s assets.

of each asset within its inventory.

In some ways, the ATL configuration


is not very different than the way

The Art Program, with the help of

most Cityworks users track water,

the ATL GIS department, is currently

sewer, or street assets. Service request

developing a work process to better

templates track any reported issues

track the whereabouts of art exhibit

with the exhibits and exhibit spaces;

assets not on display. This process

work order templates track the

will involve action items within the

installation, repair, and reinstallation

Cityworks application, as well as

of those exhibits; and inspection

work processes performed within

templates ensure the displays are

the GIS to update the asset status

kept in proper working order.

and allow the user to easily identify


The mission of the ATL Art Program


The ATL Art Program traditionally

Daily Passengers

is to develop and integrate art,

Managing art exhibits is not as

tracked placement and maintenance

Cityworks helps the Art Program

Served: 270,000

exhibits, and performances into the

straightforward as one might think,

activities with a series of spreadsheets

track the costs associated with

fabric of the airport for the benefit of

especially for exhibits that rotate

and paper documents. However, as

maintaining the art exhibits, as well as

The Art Program also hopes to expand

from space to space, terminal to

the variety and scale of the art assets

the fabrication costs for new exhibit

the use of Cityworks to support their

terminal. When was an exhibit

grew, so did the need for a more

cases and supporting infrastructure.

procurement. This would include

placed? When is that exhibit due to

consolidated and efficient way of

Work order templates even track the

tasks that track the commissioning of art exhibits, communication with the artists, and the recording of financial

Staff Using Cityworks: 6 User Since: 2017

passengers and employees. The Art Program has three major components: commissioning artists to create

be rotated? Where is the art inventory

managing them. The Art Program

creation of promotional materials

rotating exhibitions, and scheduling

currently located? These are just a few

needed a better solution. With the

and brochures for each art exhibit.

performing arts series. Each part of

site-specific artwork, presenting


o the casual observer, the 275,000 travelers who pass

through Hartsfield-Jackson Atlanta International Airport (ATL) each

examples of the information the Art

help of GISinc, they determined

the program strives to meet ATL’s goal

Program needed to track as part of

that Cityworks best fit their needs.

of becoming the world’s best airport

their day-to-day asset management.

by exceeding customer expectations.

On top of that, it’s not just the art

day seem solely focused on getting

Anyone who has experienced

from point A to point B as quickly

these exhibits can attest to their

as possible. Many of those traveling

impressiveness. A great deal of

through the world’s busiest airport

work is needed to maintain this

may not realize that, thanks to the

level of service and, as a result,

ATL Airport Art Program, they are also

the Art Program needed a way

walking through some of the most

to manage their assets in the

award-winning art exhibits in Georgia.

most efficient way possible.


pieces themselves that need to be managed but also the configuration of floor spaces and exhibit cases, as well as the maintenance of infrastructure to ensure an area is functionally sufficient to properly display the exhibit.

Cityworks is being used to

what is currently deployed versus what is held in reserve for future use.

interactions during that process.

monitor the full lifecycle of each

As the Art Program grows, Cityworks


exhibit—from the time it is received,

will be there to help its users manage

During the summer of 2017, GISinc

throughout its time on display,

their assets in the most efficient

worked with ATL to implement

and finally to its removal. Where

way possible, allowing the team

Cityworks AMS for both the art and

this differs from many other asset

to focus on the art itself and on

signage departments. The approach

types is that the asset’s lifecycle

creating a more enjoyable experience

included not only the installation

can restart with its redeployment

for the many travelers who pass

and configuration of Cityworks,

to another area within the airport.

through Hartsfield-Jackson Atlanta

but also the configuration of a GIS

Once that occurs, the same work

International Airport each day.

infrastructure to accommodate the

process is used, allowing the art

SPRING 2018 17




“EPCOR’s main goal with this

and reputation supports their long-

implementation was to have a system

term success. As a result, retaining

built on the company’s approach

and leveraging the company’s

to infrastructure maintenance

institutional knowledge to ensure the

and management throughout all

continuity of service also was a key

systems and divisions,” said Les

component in this implementation.

Pop. Served: 350,000+

Masopust, EPCOR maintenance

Depts. Using Cityworks:

reliability manager. “We also wanted

14 Water Districts, 6 Wastewater Districts Staff Using Cityworks: 100+ User Since: 2015


to improve our asset repository data, attribution accuracy and condition ratings, and integrate service orders from our third-party customer information system.”

Like other utilities across the world, EPCOR was transitioning from a

requires more experience and

failure rate, but through EPCOR’s

Another key requirement of the

an understanding of the pitfalls

conscious efforts to involve key

implementation was integration

of network communication.”

stakeholders from all areas of

with EPCOR’s third-party call center

operations, both early on and

using the Cityworks Work Order API.

throughout the process, the utility’s

A design concern of EPCOR’s was to

AMS implementation was met with

ensure that transactional data did

acceptance and enthusiasm,” Foutch

not get lost with the integration,

said. “By doing so, the utility built

and that continuity of service

on its well-earned foundation and

“Using this message-based integration

could always be maintained.

system provides somewhat of a

retained this invaluable competitive edge, while accelerating their

“It’s not acceptable to lose work

efficiency through technology.

orders just because you have a system

This allowed them to maintain the

reboot,” Foutch said. “Integrations

information that has been integral

are so much more than pushing

to their function and longevity.”

data in or out. Implementing a high uptime and reliable integration

Woolpert drew from its experience conducting roughly 400 Cityworks AMS implementations—more than any other firm.

safety tether, in the event there is a network outage or system reboot,” Foutch said. “If a message fails, it is saved and automatically retried. If that happened multiple times, the message is stored in an error queue and an administrator is notified.” continued on page 20

system to an enterprise asset management system. Over the

Cityworks AMS layout as used by EPCOR staff. Image courtesy of EPCOR USA.

years, EPCOR’s asset inventory and workflows consisted of a combination of paper and electronic maps,


spreadsheets, and a wealth of

PCOR USA, the largest private

Knowledge, whether from a

institutional knowledge. While there

water utility in Arizona

veteran employee or a computer

were rigorous business processes in

and New Mexico, has high

database, is considered to be the

place to maintain this information,

standards when it comes to serving

single most important aspect of

it was not the most efficient system.

its customers. This is evident from

asset management. Successful

EPCOR sought a more effective way to

the 94 safety and operational

asset management programs

maintain its asset inventory and work

excellence awards the Phoenix-based

merge historical data with current

management data, and the Cityworks

company received from the Arizona

asset information to paint a clear,

AMS implementation provided an

Water Association since 2012, to

comprehensive portrait of system

easy-to-follow route for EPCOR to

the 2017 Economic Driver IMPACT

inventory and conditions.

upgrade from its legacy management

Phoenix Chamber of Commerce.


paper-based asset and work order


Award bestowed by the Greater

“Projects of this nature have a high

system to a more robust, integrated, EPCOR USA is a subsidiary of the

and timeless enterprise AMS.

126-year-old EPCOR Utilities Inc., Therefore, it should come as no

which is based in Edmonton, Canada,

To do so, staff buy-in would be

surprise that EPCOR selected

and provides services to close to 2

essential, especially given the number

Cityworks and long-standing partner

million people. In addition to being

of utility districts and staff spread

Woolpert to provide the company’s

the largest private water utility in

across two states. Woolpert senior

more than 215,000 customers with

Arizona and New Mexico, EPCOR USA

analyst Qwyla Foutch said EPCOR

resources beyond the average asset

also provides wholesale water and

staff embraced the implementation,

management implementation.

regulated natural gas utility services

and that was the key to its success.

in Texas. EPCOR’s enduring history


SPRING 2018 19




epCor operations Pinehurst Hughes Gas



Saskatchewan Regina


Locations at a glance

EPCOR USA’s map of operations. Image courtesy of EPCOR USA.

This ensures that requests from

“EPCOR knew of Cityworks’ reputation,

maintenance activities—is vital to

customers will ultimately make it

as well as Woolpert’s experience

the welfare and sustainability of

to an EPCOR utility staff member,

with not only AMS implementations

water resources in the service area.

as it is routed to a Cityworks

but also in the geospatial industry

inbox to be addressed.

at large, so they took the leap with


us,” Foutch said. “It was just a matter

EPCOR USA went live with

of time before we conducted a

this implementation over a

Since EPCOR USA owns and operates

multi-state implementation, and

three-month period in 2017.

more than 3,500 miles of total

it made it that much easier to

pipeline and serves customers in

accomplish this milestone because

Arizona, New Mexico, and Texas,

we were working with EPCOR,

it became the first Cityworks AMS

which continually elevates and

implementation to take place

expands its level of service.”


across state lines. EPCOR GIS

The implementation was a result of the initiative and forward-thinking of EPCOR, and it allowed key business decisions and supporting workflows to be established. These workflows

manager Jamie Patterson said

Another geographic component

allow the company to streamline its

that, due to varying coordinate

specific to this implementation

processes and easily capture and

systems within and across states,

was the importance of monitoring

utilize valuable and consistent data.

GIS integration can be challenging

nonrevenue water reporting,

when implemented in more than

which is water lost due to leaks

one coordinate system at a time.

or authorized water use for maintenance activities. With the

“We traditionally managed our GIS

value placed on water conservation,

data with a common schema, but

retention, and monitoring in

in multiple GIS databases based

the southwestern United States,

on coordinate system,” Patterson

the accurate assessment and

said. “Our utility footprint covers

management of water usage—not

five coordinate systems.”

just at the customer meter but for


Visit to keep up-to-date on Summit information.

“EPCOR now has the ability to view and report vital maintenance information about each asset, each district, and its infrastructure system as a whole via Cityworks,” Masopust said. “This is a major improvement for operations and infrastructure management across multiple states,


Success Stories Presented by our clients at Cityworks Conference 2018: DARREN ROZENEK City of Akron Building an Enterprise AMS Solution in the City of Invention JERRY FLORE Lansing Board of Water & Light From Water to Light: An Enterprise Approach to Managing Diverse Assets CURTIS RICHARDS Centennial Water & Sanitation District Mobilize Your Treatment Plant Maintenance Staff

JOHN FEE Eagle River Water & Sanitation District Making the Most of the Platform – iOS Mobile in the Field, PLL for Infrastructure Projects and AMS for Treatment Plants CHRISTOPHER MURPHY Great Neck Water Pollution Control District See Through the FOG: Connecting Staff and Consultants with Cityworks JOHN WESTRICH Milwaukee County Zoo Lions and Tigers and Bears, Oh My! Cityworks at the Zoo QUYNH VAN N. TANG City of Sugar Land Cityworks: Yesterday, Today and Tomorrow JANNA WEIR Independence Power & Light Asset Management from Cradle to Grave BRIAN THOMPSON City of Tallahassee From CallTrouble to Close: Streamlining Power Restoration Efforts After a Storm

and it allows the organization to begin moving forward as one.”



contractors. Each contractor

the IT department has expanded

point with Cityworks. Even the IT

received a user login and customized

Cityworks far beyond its initial scope.

department found a valuable use

inspection form. This system of engagement allowed contractors to report their observations from the field, providing instant results and alerting the township if additional repair or cleaning was required. Each vendor’s work also became associated with the asset in GIS, allowing for easy comparison of invoice amounts and completed activities.



Pop. Served: 28,497 Depts. Using Cityworks: Public Service, Facility


report on their SAW grant activities.

whirlpool in a sink drain. The channel of rain water

Public Services deployed Cityworks for facility maintenance, engineering, and water operations. The township integrated their utility billing system

for GIS-centric technology. They use Cityworks to monitor help desk tickets and response times, and they implemented Storeroom for technology equipment inventory.

to track work orders for all metered

“Once we saw the power of GIS-

services, allowing the customer

centric technology, the capabilities

service team to retrieve account

seemed limitless,” said Shaun Nicoloff,

information on site and in the field.

director of information technology.

Workers use mobile devices to

“Cityworks has become an essential

“I am amazed how Cityworks brings

report their observations and upload

platform for our entire organization.”

so many different pieces together to

pictures of meter tags, which are

provide our team with a complete

automatically associated to the task

view of the puzzle,” said Tom Casari,

and retrieved by the front office.

director of public services.

he flush of a toilet. The

For example, the Department of


Once township employees

Thanks to Cityworks mobile

started using


applications, the facility maintenance


GIS-centric technologies have

team uses mobile devices to track

and ArcGIS, it

immediate applications beyond storm

repairs and ongoing maintenance

seemed only

and wastewater implementation, and

in all township facilities—including

natural to

the Northville Information Technology

extensive HVAC equipment.

engage the

Department recognized the potential.

Township employees can submit


Since the SAW implementation,

facility requests through the app,

single largest

and requests are routed

Northville selected Cityworks AMS


for accurate time and

and partnered with Ritter GIS,

group: its

material tracking. As they

disappearing underground.

Inc. to implement the solution.


respond to each request,

Wastewater and stormwater

The township quickly leveraged

In 2016, the township launched a

the maintenance team adds

infrastructure plays a critical role

Cityworks’ capabilities and launched

citizen engagement application to

purchase and contractual

in the health and safety of our

within a three-month timeframe.

provide residents and businesses

costs to provide a thorough

with a quick and easy way to

operational view.

submit service requests. The app is

communities, but we don’t often notice it until something goes wrong.

The team defined work orders in the contracts module to monitor

The fire department

integrated with Cityworks Request API, which automatically generates

Maintenance, Engineering,

That’s why the State of Michigan

Public Safety (Police & Fire),

the overall progress of grant-related

developed custom

created the Stormwater, Asset

Information Technology

projects. They also defined labor,

templates to track all daily

Management and Wastewater

material, and equipment rates to

activities, from mutual

capture internal resource allocation

What began as a targeted effort

Staff Using Cityworks: 150

(SAW ) grant—a statewide program

aid and service runs to

that helps local communities

for sewer cleaning and reimbursable

to manage vital water systems has

vehicle inspections and

develop asset management

SAW grant activities. As a result,

evolved into a community-wide

overtime hours. Activities

plans for critical infrastructure.

the township easily and accurately

initiative. By adopting GIS-centric

once recorded across

reported on costs and expenses.

solutions across a broad range of

eight different files in

departments, Northville found new

Excel, Google Docs, and

ways to efficiently manage public

Infopath are now available

services—all while better serving

through a single access

its residents and businesses.

User Since: 2016

One grant recipient, Northville


Township, already had an extensive

Some SAW grant activities, such

Esri GIS system. However, they

as sewer televising and manhole

needed an effective way to track and

inspection, involved several different

requests in Cityworks Server AMS.

SPRING 2018 23


unexpected added feature is the ability to update current cases. The application is always improving based on input from the city’s inspectors. Upon successful implementation of the Timmons


Group mobile solution for code enforcement,


maintain their code violation cases through

the City of Fayetteville is able to more precisely

he City of Fayetteville provides services to over 200,000 residents throughout the area. Located in the southern region of North Carolina, Fayetteville neighbors the renowned Fort

a cell phone or tablet while improving


Bragg U.S. Army Base, the largest military installation in the world.


The city has been an avid user of Cityworks AMS and PLL since their

Pop. Served: 210,000

implementation in 2014. In particular, the city uses Cityworks PLL to

Depts. Using Cityworks:

manage code enforcement cases. As the city grew, it became clear

Permitting & Inspections,

that code enforcement officers needed a mobile solution in the field

Zoning, Code Enforcement,

that allowed them to create cases. As a result, Timmons Group worked

Engineering, Environmental

with the city to develop a mobile app for iOS and Android users that

Services, Transit, Call Center

streamlined two workflows: case creation and follow-up investigations. The mobile application allows a user to select a location from a map,

Staff Using Cityworks: 150

efficiencies for city inspectors. Additionally, the existing Cityworks PLL environment, along with the pending portal and desktop tools, is enhancing the capability of city staff to manage permits, inspections, and code enforcement violations in the city with over 100 case types developed inside the Cityworks software.

Users can select a parcel on the map and attach a PLL case to it.

User Since: 2014

select a code enforcement case type, add in critical details, notes, and pictures from a mobile device, and ultimately create a case in Cityworks PLL. Leveraging the city’s map services, users can zoom to their location or navigate on a map to specify the location of a code


enforcement issue. The user can then select a case type and complete custom fields the city identified as required at case creation. Once that information is selected,

• Private Trainings, on-site or online.

the user can add any comments or notes and upload pictures. A follow-up investigation is even simpler—the

• Trainings at Regional User Groups.

mobile application contains Inbox functionality so that mobile users only see work of interest to them. At that

• Extended Cityworks Campus Cloud Access to practice and re-practice what you learn.

point, they can select the task, assign a result code, and attach any comments and additional pictures. The mobile application has streamlined the inspectors’

Courses are easy to schedule and can be customizable to your team. Choose condensed, full-day trainings across various courses in either web-interactive or on-site.

daily workload. Prior to the mobile application, preparing for the day would require the city’s inspectors to log in to their laptop for daily assignments (complaints). Any


new items found on inspections required inspectors to use a notepad to write down everything, then stop early

Contact John Jarnagin for price quotes: Office: (801) 523-2751

enough to transfer their notes into Cityworks. The mobile application eliminates the need to log in or download assignments. The application also eliminates the paper log and allows more time for inspections by creating a case


with most of the data to include up to four pictures. An



Fayetteville's mobile app makes it easy for users to view and create PLL cases from the field.

SPRING 2018 25

System (AMS) in 2012 for its Water

That timing was fortuitous. In

rescue, and crew-based reporting

Utility Department. Howard said

April, after the county started its

of events during the storm.”

the county started small, with only

disaster preparedness plan and a

20 user accounts, but Cityworks

few months before Hurricane Irma

has now been deployed to eight

came to be, the region was hit by

departments with 161 users on board.

a strong line of thunderstorms that

“Improved efficiency, the ability to track work activities and costs, as well as providing a common interface for the county administration’s access to real-time events has drawn other departments toward the implementation of this technology,” Howard said. In the first quarter of 2016, the county’s Roads and Bridges Division implemented Cityworks, and an earlier implementation for Traffic Engineering and Storm Water Utility was overhauled to a completely mobile solution. Also, in early 2017,


the EMA implemented Cityworks.

included high winds and tornadic activity. The severe weather event provided an opportunity for the county’s GIS Department and the EMA to test and refine the toolset. Howard said, due to this spring storm, improvements were made in Cityworks’ Storeroom inventory, task management, the Operations Dashboard, as well as in service request and work order monitoring. “Esri web apps and ArcGIS Online (AGOL) maps were also developed for user groups based on task responsibilities,” Howard said. “AGOL was the primary platform for the centralization of 911, 311, fire

Irma started to chart its course, so did Columbia County. It was time to see if the improvements made during the spring storm were sufficient to respond to a large hurricane. Preplanning by the Emergency Operations Center (EOC) included more than 60 personnel and processes from throughout the county, including administration, the Sheriff’s office, roads and bridges, traffic engineering, and water utility. Citizen communication tools, such as Code Red and various forms of media, also were engaged. Support groups were identified, and GISbased systems were put into place for data input, data distribution, and post-event information reporting and distribution for each of these divisions. The county also customized the Esri data model for emergency



A few months later, when Hurricane

management and public safety to integrate with the county’s enterprise

ow municipalities prepare

when Hurricane Irma stormed

“The combination of using Esri’s

GIS platform. The ability of the

for natural disasters has

into town in September 2017. In

ArcGIS platform and Cityworks

enterprise GIS to distribute the most

become much more than

spring 2017, just months before the

for the robust asset management

current centralized information to

distributing sandbags, providing

disaster struck, County Emergency

capabilities and activity monitoring

multiple map and app interfaces

emergency shelter, and assembling

Management Agency (EMA) director

was a no-brainer,” Howard said.

allowed a diverse toolset to be

personnel and services to assist

Andy Leanza had the vision to

“Cityworks’ capabilities allowed for

utilized based on user responsibility.

those in need. Although these

develop a system of record that

other agencies to view data on a

remain vital to the response process,

could be utilized for emergencies.

map in real time, while the software’s

the coordination of preparation, assistance, and recovery has been made more efficient and effective through the application of GIS data.

Mary Howard, Columbia County’s GIS department manager, said the county used software tools already

up to monitor shelter status, while

Storeroom proved invaluable in

Drone2Map and the countywide

tracking resources between shelters,

Cityworks AMS integration were

storage facilities, and deliveries.”

at the county’s disposal to centrally


Columbia County, Georgia, saw

manage data, immediately coordinate

Columbia County implemented its

the benefits of a new GIS-centric

multiple needs, and work as a team to

first Cityworks Asset Management

emergency response system

serve those affected by the disaster.


An operations dashboard was set

being leveraged to pull these aspects into one system. Drone2Map for ArcGIS streamlined drone imagery for This image shows the debris removal overview from the Columbia County field survey crews during Hurricane Irma in September 2017. The status of service requests and work orders are labeled to assist crews in efficiently addressing storm damage. Image courtesy of Columbia County.

visualization and analysis in ArcGIS. continued on page 28

SPRING 2018 27

and unsafe areas with downed power lines and inaccessible roads. Imagery collected of county facilities before the storm allowed comparison with re-flight inspections to delineate rooftop damages and identify infrastructure damage, such as wash-outs in the storm drain system. Howard said tracking calls from notification to dispatch to resolution was key to the situational awareness in the EOC. It allowed county administrators, elected officials, 911 supervisors, and crew management staff to make appropriate decisions and allocate resources effectively. The status of work orders throughout the county is visible through this Esri web app, documented through Cityworks and ArcGIS Online web maps, for clear and effective management of service requests. Image courtesy of Columbia County.

“Departments that utilize Cityworks

A Columbia County EOC GIS hub

As each call was dispatched, it

so they could respond in the field,

provided a central location for

was classified into the active list;

attach information and photos, and

Howard added that Esri’s surge

brief training and practice session,

Howard said. “Information flow and

accessing the various tools, clearly

when the work was completed,

close tickets as they were resolved,”

licensing program for disaster

the crews canvassed the roadways

data entry also will be improved

defining them and making them

it would move to the completed

Howard said. “Efficiently tracking this

response was invaluable to allowing

of the county in zones using a web

since 311 has gone live with

accessible to all authorized users.

list. Information was made public

information was integral to capturing

additional users to collaborate

map. Since they were all on the same

Cityworks after the hurricane. The

The initial activation took place

regarding the status of infrastructure,

personnel, equipment, and material

in a secure environment.

platform, they could watch other

event was integral in the approval

with mission-critical staffing, which

roadways closed, power outages,

costs not only during the event, but

crew’s reports to reduce duplication.”

process for 311’s migration.”

moved into phased staffing as Irma

and the status of the local shelters.

also in documenting the county’s

to communication; without it,

“It’s unbelievable how much quicker

She said the effort was successful

the declared state of emergency.”

duplication and inefficiencies exist,”

we were able to pick up debris

thanks to the coordination

Howard said. “This precise tracking

and manage the workload (in

and work of all involved.

257 work orders were created.


from a reliable source like Cityworks

Cityworks),” Columbia County roads

All activity could be managed via

Each was displayed in Cityworks

Columbia County officials learned

is also critical for reimbursement

and bridges manager Tim Holloway

the Operations Dashboard from

and AGOL web maps for clear and

many lessons from the experience,

documentation to FEMA.”

said. “It’s a huge cost savings.”

incidents in the field to shelter status.

effective management. As crews

and the process will continue

identified locations and areas from

to be fine-tuned. Adaptability,

Howard noted that this experience

Howard said she hopes the county

data allowed the technology to be

call reports, these sites were checked

customization, and on-the-fly

also helped crew members who

can continue to update and improve

successful,” Howard said. “The result

When Hurricane Irma hit

and assessed to determine removal

modification abilities were lauded

weren’t as familiar with the system

its information flow, capitalizing

was improved communication,

Columbia County, the team’s

activities and to monitor work

by those involved, as were ease of

gain more confidence in its daily use.

on the trust established by the

which made for a safer and more

preparation paid off.

activities. Areas along state routes

use and functionality. Cityworks

“New departments utilizing Cityworks,

ArcGIS and Cityworks platform.

efficient response for everyone.”

were identified for department

helped the county determine

such as roads and bridges, did not

“Departments have embraced the

of transportation notification.

911 needs versus county

have experience using iPads for data

power and functionality of centralized

administration needs, define

entry before Irma,” Howard said.

reporting, asset management,

data, and report for streamlined

“Recording damage assessment

and the power of the dynamic

upload to the Federal Emergency

information in Collector for ArcGIS

and reliable mapping platform for

Management Agency (FEMA).

was a new task for them. After a

rapid dissemination of live data,”

approached. As the storm made landfall, the county was able to be fully staffed and operational.


As calls came in, they were entered as service requests and converted

During the first 24 hours of the event, the county reported that

Drone2Map software for UAS

dispatched to address traffic, roads,

inspections proved to be a reliable

bridges, water utility, and stormwater

tool for rapid assessment of damaged


service requests directly from the EOC

response and clean-up efforts during

into work orders. Crews were then

utility issues throughout the county.

for their work efforts were receiving

The status of work orders throughout the county is visible through this Esri web app, documented through Cityworks and ArcGIS Online web maps, for clear and effective management of service requests. Image courtesy of Columbia County.

“A centralized platform is key

“The passion and buy-in of the staff, coupled with the ease of use, reliability, and fast broadcasting of

Ryan Butler, GISP, works as a senior system analyst and phase manager for Woolpert’s ( geospatial discipline out of the firm’s Columbus, Ohio, office.

SPRING 2018 29


configured for your organization


activity-based budgets can be


and business units. By leveraging the Maintenance section, multiple generated under a single work

ver wonder how Cityworks can

order template type and year.

extend to other administrative

Under the Cost section, the

components of your operations?

The latest apps connect your service

Inventory Count is where the

delivery and work activities to other

quantity of assets or activities is

business processes and daily operations.

entered. For example, if for this

Need to start projecting next year’s

budget, all the pavement in the

preventative maintenance budget

community will be maintained, the

for hydrants? Now, there’s an app

quantity entered would represent

for that: Performance Budgeting.

the number of pavement sections

Need to ensure your inspections are

to be maintained. But, if only a

assigned and staying on schedule?

Fig. 1: The estimated equipment, labor, and material on the work order template is used to calculate budget costs.

The Workload app is your new best friend.

Fig. 4: Expected work activity data is used to calculate the budget information.

portion of the total assets are being maintained, only the subset amount should be entered.


The Effort Level is a multiplier

Through the Performance Budgeting app, organizations can plan their activity-

that can be used to express the

based budgets by asset class, PM strategy, or geography—all of which can

quantity of work expected per

be fed into the budgeting process. The app calculates costs off the estimated

asset. Enter the corresponding

equipment, labor, and material (ELM) within each work order template (Fig. 1).

amount, taking into account

The estimated labor, material, and equipment costs must be populated in

that each inspection or panel

the work order templates you plan to use in the Performance Budgeting app.

replacement has tasks associated

These estimated costs will feed into the calculations performed in the app.

with it. The Work Quantity will automatically calculate based

Before logging in to the app, be sure you and the other users are licensed for the

on the Inventory Count and

app and have security permissions to view the work order templates. Otherwise,

Effort Level. The Average Daily

the templates will not be visible. To access the app, open the user menu. If you

Output consists of the number

are licensed for the app, the Bu icon will appear under My Apps (Fig.2). Once logged in to the app, the initial screen will require you to select the desired work order template and year (Fig. 3).

Fig. 5: The Percent fields are used to distribute work throughout the calendar months.

of assets or activities that can Fig. 2: The Performance Budgeting app (Bu) is accessed under My Apps in the user menu.

be accomplished per day. For example, if the crew can accomplish

Fig. 6: The data entered in the Performance Budgeting app is shown in Budget Reports in Office.

four inspections or panel replacements a day, then 4 is entered in the field. Lastly, enter the

After you select a template and year, the

number of available hours to work and the Applied Overhead, or the calculated overhead as

screen will display the Maintenance,

typically provided by the finance staff. If left empty, this field’s default calculates at one.

Cost, and Work sections (Fig. 4). The

Once all the data has been entered, save it under the WO Template section

Maintenance section drop-down

and then refresh the calculated data under the Cost section.

lists are populated using custom codes, which are configured under

The last area is the Work section (Fig. 5). The Target values will already be calculated, so the next step is to

Preferences in Designer. Each of the

distribute the percent of work among the calendar months. As values are entered in the Percent row, the Crew

categories such as Management

Days and Labor Days are automatically calculated and populated. Be sure to save the new changes.

Unit, Unit Description, Activity Program, and Activity Code can be

Fig. 3: Select the asset group and type, the work order template, and the year in order to start

If you are satisfied with the drafted budget, lock the budget so no accidental changes are made. Then, log back in to

configuring the budget.

Office and navigate to Budget Reports (Fig. 6). The different settings will drive the reports’ contents and parameters. continued on page 32



The user can filter the list of

With the release of Cityworks 15.2.4, we now have an app to assist supervisors

employees or scroll through the entire list. When viewing

in assigning work orders, inspections, and PLL tasks, ensuring none slip

work orders, users can also

through the cracks. Workload facilitates the assignment of work activities and provides insight into the status and distribution of activities.

select the Crews option

To access the app, open the user menu. If you are licensed for

been configured in Crew

Workload, the Wk icon will appear under My Apps (Fig. 7).

Manager (Fig. 10). When

to use crews that have

viewing employees, only

Once inside the app, the user can select between work orders, inspections, and

employees with the Submit

PLL tasks. The option the user selects drives what activities are returned. The

To permission appear in

date range can be set to multiple days or one day, and the activity is displayed

the list. After selecting the

if its Projected Start or Projected End date falls within the date range. Users

desired staff, click back in

can further filter the displayed activities based on status type (Fig. 8). Fig. 9: Work activity details, including the description, dates, and location,

Each work activity displays the ID, address, description, projected start date, projected

are shown in both the list on the left and on the map on the right.

end date, status, and location pin associated with the activity. For PLL tasks, the

activities are updated. Workload’s forte is the

fields displayed include the case number, location, task description, target start

ability to spatially view the

date, target end date, result, and location pin (Fig. 9). If an activity does not have an address, the location pin will not appear since the map cannot zoom to it.

the app and the displayed

work activities and assign

Fig. 7: The Workload app (Wk) is accessed

them in a tactical manner.

under My Apps in the user menu.

The first time the user accesses Workload, all the employees will be displayed, which

Depending on the user’s

for an entire organization is useful and necessary. However, users need the simplicity of viewing only their respective

device, work activities can

staff. Workload provides the flexibility to drive user views based on supervisory oversight of employees, inspectors,

be assigned in three ways:

and crews. Through the menu, users can select the staff visible in the displayed activities using the Config option.

• From a desktop or laptop, the assignments can be highlighted and assigned to an employee by using the Assign button. • From a desktop or laptop, Fig. 10: When viewing work orders, employees can be selected individually or by the crews that they belong to.

assignments can be made simply by dragging and dropping the assignment to the desired employee. • On the map, assignments can be made by clicking the pin and assigning the activity (Fig. 11). The assignments will only appear on the map if an address is provided. Workload makes assigning activities a breeze.

Fig. 8: The Workload app allows users to easily view work activities that match the date range and status entered.

Fig. 11: Work activities can be assigned from the map by selecting the work activity and then selecting the desired employee.


SPRING 2018 33



The GIS-centric nature of Cityworks can also be seen in the task map layers feature. When


configured, task map layers will


case based on GIS information.


update the workflow of a PLL In this example, we are going to

ap layers and task map layers

add the Assessing Department

both emphasize the GIS-

Review task, but only if the

centric nature of Cityworks

address associated to the case

and allow real-time updates to PLL

is on North Creek Drive (Fig. 3).

cases based on GIS data and user input. Despite the similar sounding names,

Set up the tasks you need

these two features are separate tools

before proceeding to the Task

that each offer administrators and users

Map Layer section. Conditions

powerful options for harnessing the

created for task map layers need

GIS. When configured, using map layers

to have an associated task.

to display critical asset information

Under Create New Condition,

in a prominent location becomes a

configure this task map layer:

powerful tool. Task map layers make conditional task assignments and workflow modifications based on

1. Go to PLL Admin and Fig. 1: Multiple layers can be configured for one template.

select Task Map Layers from the Tasks & Inspections

the input on a particular case. MAP LAYERS

Fig. 3: A task will be added to the workflow if the address on the case is on a specific street.

On the Saved Condition panel, continue to set up this map layer: 1. Select the saved condition you want to edit. If it is not highlighted in blue, it is not selected. 2. On the Assign New Action to Condition panel, select Task from the Select Type drop-down list. The Select Task drop-down list will display below. 3. Select a task using the Select Task drop-down list. This is the task

section of the menu panel.

you want to be added, deleted, or assigned within the workflow.

2. On the Create New Condition

4. Once the task is selected, click Assign Action.

Here is an example of how to

panel, select an action (Add,

configure a map layer for a

Remove, or Assign a Task)

Commercial Addition case:

using the drop-down list.

1. On the PLL Admin page, click

3. Enter a name for the condition

be added or removed based on the conditions you set up. Including

in the Condition Name field.

these tasks in the existing workflow ensures that the administrator,

4. Select the desired map layer

rather than the system, gets to determine when a task is added to or

and field using their respective

removed from the workflow and in which milestone that occurs.

Case Templates from the Template Setup section of the menu panel. 2. Click Edit Record next to the case template.

drop-down lists. The Field

3. On the Edit: Case Template

drop-down list will be empty

panel, click Map Layers.

Fig. 2: Layers display on the Main panel of the case.

until you select a map layer.


Ensure that all of the tasks and the corresponding conditions are set up. When creating a dynamic workflow, it must contain the tasks that will

Also, you must pay careful attention to ensure that the case types utilizing a dynamic workflow do not use the Skip Intake feature. By doing so, the system is able to check the selected address or other asset information

4. Click Add record to create a new map layer. The Map Layer drop-down list displays any configured layers within

5. Select the operator (equal, not

against the conditions associated with the tasks of the default workflow

your GIS services, and the Map Layer Field drop-down list displays the individual fields within the selected layer.

equal, in, not in) to determine

before the case is created. However, if the case is created with the Skip

when the condition will apply.

Intake check box selected, the task map layer logic will not work.

5. Select the layer and field you wish to be visible on the Main panel of the case. Then, click Add. In this instance we want the name, street address, city, and zip code of the parcel owner to display. 6. Click Save to save the changes to the template (Fig. 1).

6. In the Value field, enter the desired variable that will control whether or not the

Using our example, any time a user creates a Commercial Addition case and adds a parcel to the case, the name,

workflow will be updated.

city, zip code, and address of the owner will be displayed prominently where users can easily find it (Fig. 2). The map

7. Click Save Condition.

layer feature is as diverse as your GIS—any configured field within a polygon layer can be displayed in this way.



Going back to our example, when creating a case which contains a workflow including the ASSESSRVW task, this task will only appear in the workflow if the ST_NAME of the address selected from the map is NORTH CREEK. continued on page 36

SPRING 2018 35

During the intake process,

The third action

on the Add Task panel,

available in the Task

the workflow will display

Map Layer setup is

all tasks assigned to the

Assign Task. In this

default workflow because

example, we are going

the address or other

to configure the Footing

asset information has not

Inspection task to be

been processed yet.

automatically assigned to Fig. 4: The assessing department review task is added to the case.

After completing the

a PLL inspector based on geographic information

intake process, the case

(Fig. 7). In order to utilize

is created and should

the Assign Task action, a

now display the assessing

new field containing the

department review as part

assigned user/inspector

of its workflow (Fig. 4).

must be added to the map layer within the GIS.

On the other hand, if the

The user or inspector

address is not on North

login IDs must match

Creek Drive, the task

Fig. 7: The task will be automatically assigned to an employee designated in the GIS.

will not be added when the case is created.

2. Select Assign Task from the Select the Action drop-down list.

workflow in real time

3. Enter a name in the Condition Name field.

to remove a task if the

4. Select the map layer and the field configured to contain the assigned user ID.

address associated to the case is on Manner

5. Save the condition.

Park Avenue. The

6. On the Assign New Action to Condition panel, select Task from the Select Type drop-down list.

to the Add Task option.


1. From the PLL Admin page, click Task Map Layers from the Tasks & Inspections section of the menu panel.

Next, we will update the

condition setup is similar


loginID in the PLL User

Fig. 5: A task will not be added to the workflow if the address on the case is on a specific street.

7. Use the Select Task drop-down list to select the task that will be assigned. CREATE A CASE WITH ASSIGNED TASK

1. On the PLL Admin

Cases can be created using the Skip Intake option when an Assigned Task condition is set up. However, the case must

page, select Task Map

contain an address or asset that matches the condition value before the assigned user will be added to a task. If the case

Layers from the Tasks

is created through the intake screen, the specified task will automatically be assigned to the corresponding PLL user

& Inspections section

when the case is created. Please note that when an inspector is added directly to the Assigned To field when the task

of the menu panel.

is created (when the Auto Schedule Insp option is selected), this setting will override the Task Map Layer setting.

2. Select Remove Task from the Select the

Street names have been configured in task map layers to determine whether the Assessing Department Review and

Action drop-down list.

Building Review tasks are included within the presented workflow. Additionally, the Footing Inspection task was

Add the information for the address

Fig. 6: The Building Review task is not included in the workflow because the address on the case is on Manner Park Avenue.

condition as shown below. Any address meeting the condition will cause the selected task (Building Review) to be removed from the workflow (Fig. 5). If the selected address is not on Manner Park Avenue, the Building Review task will remain in the workflow (Fig. 6).

automatically assigned to a PLL user based on GIS information. All of this was done by the end user adding a relevant address to the case. They no longer need to manually add, delete, or assign tasks—Cityworks uses its GIS-centric nature to do that automatically. Task map layers can also carry down to child permits, beginning in version 15.2.4. Whether it be adding a flood review task to only cases in flood zones, or removing historical area review tasks from cases not located within historic districts, task map layers are extremely flexible and can be tailored to fit the needs of your organization. Together with template-level map layers, realtime, GIS-based information can be consumed and displayed on PLL cases dynamically.


SPRING 2018 37

can be assigned a scoring scale of 1 to 5.

Once you’ve calculated the POF and COF for each asset,


The consequence of failure expresses the implications of an asset failure. It’s important to consider all possible impacts. Costs obviously include the financial expense of direct repair and collateral damage, but they also




include social, environmental, and legal costs. ot all assets are created equal. We know that

These questions establish two important asset

physical assets degrade over time. As assets

valuations: the probability of failure (POF) and the

deteriorate, operation and maintenance costs

consequence of failure (COF). Together, these factors

increase, and customers experience negative impacts. At

can help you rank your assets and create meaningful

some point, all municipalities and utilities must analyze the

arguments for capital improvement (Fig. 1).

financial impacts of additional maintenance or replacement.

Taking underground pipes for example, costs beyond immediate repair include: • Major users – impact of service interruption for hospitals, school, and industries.


health, safety, and perception, as well as

while others are not. Certain types of assets may be

environmental protection requirements.

example, a pipe system could be divided into pipe

critical in one system location but not in another.

segments. The performance parameters for each

Each system must carefully examine its own assets

pipe segment might include structural condition,

to determine which are critical and why.

maintenance condition, material type, and hydraulic

• Service area – impact associated with service interruption throughout the city as the service area increases. • Critical crossings – construction issues associated

technology serves as the system of record for such as asset attributes, location, age, condition assessments, failure history and more—provide valuable information for calculating risk. That’s where Cityworks Operational Insights comes in. Using data from Cityworks and ArcGIS, Insights helps build risk model strategies for asset management. This system of insight allows cities to determine how to prioritize maintenance dollars and capital expenditures.

Business Risk Exposure reflects the level of exposure an organization will likely confront through a potential failure of an asset or asset class. The formula: BRE = POF x COF

PROBABILITY OF FAILURE (POF) GIS-CENTRIC DATA Cityworks and ArcGIS® combine to create the foundation for authoritative data by building a System of Engagement, Record, and Insight to improve how assets are managed and services delivered.


Critical assets require a scoring methodology to identify probability of failure with a variety of data including, condition scores, GIS data (age, material, size), GIS reference data (soil, fault lines), asset failure history, repairs, etc.

1. What is the likelihood the asset will fail? 2. What are the consequences if the asset fails?

CONSEQUENCE OF FAILURE (COF) Identifying the consequences of the asset failure is vital to successful enterprise asset management implementation. Consequences include: service impact, critical users, financial, environmental impact, social impact, etc.

It’s important to periodically review the criticality analysis and make adjustments to account for changes in the POF and COF. Costs may go up over time, or a community may experience new growth. If an old asset fails and is replaced


A GIS-centric system for public asset management relies on Esri’s ArcGIS® geodatabase as the asset repository and Cityworks as the system of record for asset management, maintenance, and risk . As organizations use Cityworks and

critical crossings such as utilities, waterways,

increasingly accurate risk analyses. Together, Cityworks and

railroads, and major thoroughfares.

ArcGIS offer a platform that provides greater insight into effective operation and maintenance strategies—improving decision-making to better balance risk and cost.




HighPriority In CIP/ Annual Operational Frequency


Standard Priority In CIP/ Bi-Annual Operational Frequency


Low Priority In CIP/ 1 In 5 Years Operational Frequency


1 In 10 Years Operational Frequency


Wait for a problem to arise

In order to determine asset criticality, two questions must be asked:

as a prioritized list for targeted maintenance programs.

ArcGIS to collect new and better data, they can perform

also be assigned a scoring scale of 1 to 5.


to develop an overall system improvement plan, as well

with replacing or installing a relief line at

The assessment of these consequences can

risk-based assessments. Basic data identifiers—

priority levels and color coding. The results can be used

now that the new probability of failure is much less.

and considers ways in which the asset might fail. For

heart of the data collection solution. GIS-centric

Using the 25-point matrix, an organization can set its own

– costs associated with community

The probability of failure reflects an asset’s GIS attributes

infrastructure and assets, GIS must be at the

In Fig. 2, critical and high-risk assets are represented in red.

with a new asset, its criticality number will decrease

assets may be highly critical to a system’s operation,

capacity. These parameters can be weighted based

value represents the business risk of failure for each asset.

• Community and environmental impact

However, not all failure is created equal, either. Some

To effectively manage the complexity of public

you can determine the product of the two. This calculated

Fig. 2

RISK = PoF x CoF



on the input, and the probability of failure factors


Fig. 1


SPRING 2018 39

DO YOU KNOW THE FUTURE PERFORMANCE OF YOUR ASSETS? Improve your decision making processes with Assetic Predictor View how multiple financial strategies impact your networks overall condition


Public works and utility teams are first to deploy emergency plans to keep their communities safe and resilient during emergecnies. Cityworks® and Esri’s ArcGIS® create the authoritative web GIS-centric platform to help your team deploy emergency response plans that safeguard your critical infrastructure for your community assets. Learn how Cityworks helps smart communities with meaningful insights to support infastructure lifecycle in every situation at

Our ESRI Integration assists with displaying long-term outcomes

Optimization enables the ability to compare different scenarios

Ready To Own Your City’s Future? 40 CITYWORKS MAGAZINE Esri trademark provided under license from Esri.

SPRING 2018 41

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DYNAMIC DATA REPORTING DYNAMIC DATA REPORTING DYNAMIC DATA REPORTING FOR FOR FAST FAST EMERGENCY EMERGENCY RESPONSE RESPONSE FOR FOR FAST FAST EMERGENCY EMERGENCY RESPONSE RESPONSE Emergency management is aa priority for your community. Emergency management is for your community. Emergency management is aa priority priority for your community. Emergency management is priority for your community. Emergency management is a priority for your community. leading GIS-centric Public Asset Cityworks, the leading GIS-centric Public Asset Cityworks, the leading GIS-centric Public Asset Cityworks, the leading GIS-centric Public Asset Management system, system, helps helps you you build build and and Management Management system, helps you build and Management system, helps you and Management system, helps you build build and maintain your response to critical infrastructure, maintain your response to critical infrastructure, maintain your response to critical infrastructure, maintain your response to critical infrastructure, keeping your community safe and keeping your community safe and keeping your community safe and keeping your community safe and resilient—a smart community. resilient—a smart community. resilient—a smart community. resilient—a smart community. resilient—a smart community. Discover how the Cityworks web Discover how the Cityworks web Discover how the Cityworks web Discover how the Cityworks web Discover how the Cityworks web platform can revolutionize GIS-centric platform can revolutionize GIS-centric platform can revolutionize GIS-centric platform can revolutionize GIS-centric platform can revolutionize how you you manage manage emergency how emergency how you manage emergency how you manage emergency how you manage emergency response for your community. response for your community. response for your community. response for your response for your community. community.

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Cityworks Magazine  

Spring 2018 Edition Building a GIS-centric connected community

Cityworks Magazine  

Spring 2018 Edition Building a GIS-centric connected community