InPrint Spring 2017

SPRING 2017

ENABLING THE POWER OF WHERE

For Public Asset Management

EMERGENCY MANAGEMENT

Collaborate, Plan, Execute

BIG SOFTWARE, SMALL TOWN

District of Sechelt, British Columbia FEATURING:

Sugar Land, TX Augusta, GA

Biloxi, MS St. Johns County, FL

Miami Beach, FL Charlotte, NC

Opelika Utilities, AL District of Sechelt, BC

USER COMMUNITY

2

INPRINT SPRING 2017

CONTENTS

PRESIDENT’S CORNER

6

Cityworks and ArcGIS® Enables the Power of Where™

8

The Rise of Where – GIS-Centric

USER COMMUNITY

12

Corporate Asset Management: Combining Services, Assets, Cityworks, and Financial Planning

6

Cityworks and ArcGIS® Enables the TM

Power of Where™

By Brian L. Haslam, Cityworks

FOR PUBLIC ASSET MANAGEMENT

12

Corporate Asset Management: Combining Services, Assets, Cityworks, and Financial Planning

By Dinorah Sanchez, City of Sugar Land, Texas

14

Sibling Departments: Engineering and Public Works Work Together at the City of Biloxi, Mississippi

16

Big Software, Small Town

19

Story Maps: Everyone Has a Story to Tell

Big Software, Small Town

INTUNE WITH ESRI

21

16

Reduce the Time to Powerful Insight

By Paul Higgins and Beverly Ehlbeck, District of Sechelt, British Columbia

22 Getting Real With

Emergency Management

CITYWORKS COMMUNITY

44

Cityworks Conference: Building Solutions for Your Organization

46

Cityworks Exemplary User Awards

48

Esri Exceptional Partner-to-Partner Teaming Award

By Greg Baird, Cityworks

49

Cityworks Honors Colleague and Friend, Tom Palizzi

24

EMERGENCY MANAGEMENT

22

Getting Real With Emergency Management

24

Fight the Bite

28

Cityworks for Hurricane

Fight the Bite

By Marcia Monserrat, Adriana Castro, Stanley Payne, City of Miami Beach, Florida

Response

32

Branching Out

PARTNER COMMUNITY

34

Identifying Sewer Line Blockages

38

Life-Cycle Criticality

38 Life-Cycle Criticality

TECHNOLOGY

42

Tools & Tips Changing Protocol: The Ins, Outs, and Risks of HTTP and HTTPS

By Ryen Tarbet, Assetic

Smart Communities Communities Smart Through RUGs RUGs Through VISIT CITYWORKS.COM/RUG TO FIND A FREE RUG (REGIONAL USER GROUP) NEAR YOU.

QUESTIONS? EMAIL US AT CITYWORKSRUG@CITYWORKS.COM

ADVISORY BOARD Brian Haslam | President & CEO George Mastakas | Vice President, Enterprise Solutions Wayne Hill | Vice President, Client Relations Brent Wilson | Vice President, Sales & Marketing Sheldon Bagley | Executive Director, Development Becky Tamashasky | Executive Director, Product Management Jed Call | Executive Director, Marketing Steve Thomas | Executive Director, Customer Support

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INPRINT STAFF

Email: info@cityworks.com Archives available at: www.cityworks.com

Editor | Kaye Ryser Assistant Editor | Camille Olsen

CITYWORKS | AZTECA SYSTEMS, LLC 11075 South State Street, Suite 24

Contributing Editors | Christine Christensen,

Sandy, UT 84070

801-523-2751

Reece Hanzon, Danielle Edwards

Graphic Design | Aubrey Hicks, Kent Hepworth

www.cityworks.com

MARKETING AND COMMUNICATIONS Marketing Manager | Cindy Curletti Partner Manager | Emily Dux Client Marketing Manager | Gabriela Coverdale Marketing & Sales Coordinator | Vernon Walters

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: CityworksÂŽ, Cityworks Logo, Empowering GIS, GIS Empowered, the Three Layer Map Logo, Enables the Power of Where, @cityworks.com, cityworks.com, mycityworks.com, 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.

No part of this document may be reproduced or transmitted in any form.

PRESIDENT'S CORNER

CITYWORKS AND ARCGIS

®

ENABLES THE ™ POWER OF WHERE

FOR PUBLIC ASSET MANAGEMENT

BY BRIAN L. HASLAM, PRESIDENT AND CEO, CITYWORKS

“The Science of Where™, is our brand.

Our brand is our promise. It reflects our commitment to geoscience and to innovating the great technologies that harness it so that our customers can continue to create the maps that run the world. Please join me in embracing The Science of Where, as an articulation of our joint mission to make the world a better place” Jack Dangermond, ArcUser, Winter 2017

CITYWORKS AND GIS-CENTRIC HAVE ALWAYS BEEN ABOUT WHERE. Cityworks is the original and leading GIS-centric software system. We defined GIS-centric. Our GIS-centric approach has always been to leverage Esri GIS technology to help local government and utilities gain better insight and innovation in their decision making – be smarter.

For 21 years, our mission has been to advocate and promote GIS-centric as a best practice for local government. We pioneered the creation and design of GIS-centric software to manage the critical asset systems of the community, including adopting ArcGIS feature data as the authoritative asset data (asset inventor y) for suppor ting asset maintenance management for public works and utilities.

This approach also extends into planning, inspections, permitting, and more.

Last year, I wrote about the importance of web GIS-centric, open-platform, as a system of record and a system of engagement. I wrote, “A core premise of system of engagement is that ubiquitous Internet access, mobile computing, and consumerization of IT (Internet of Things) are the drivers for change. The 'digital generation' desires easy and intuitive access anytime, anywhere. This is easily seen with the demand for iOS and Android apps.”

One year later, this system of engagement, or consumerization of IT, has only accelerated. That is why GIS-centric for public asset management is so critical to organizations moving forward.

GIS-centric has always been about the “possibilities of powerful GIS technologies.” This vision has always guided our design and creation of Cityworks. For many local government organizations, it has become a best practice to adopt ArcGIS as the authoritative asset data and system of record because they know the importance of where.

TM

6

FOR PUBLIC ASSET MANAGEMENT INPRINT SPRING 2017

Cityworks and ArcGIS together form the foundational, core system of record for local government public asset management. We have always seen maps as a better way. Maps are a particularly good medium for making the system of engagement come alive. This leads to the essence of GIS-centric — to leverage and broaden the use of ArcGIS for public asset management. A local government organization’s response to a request by a citizen requires correctly identifying what and where.

“For nearly half a centur y, we have relentlessly pushed the boundaries of geographic science and opened the world to the possibilities of powerful GIS technologies . . . of insight and innovation” Jack Dangermond, 2017 Esri Partner Conference

Cityworks tracks and manages maintenance work performed (reactive or planned) to assets cataloged in ArcGIS, creating a powerful record of where work is being performed. Mobile apps using the web map guide maintenance crews to where so they no longer need map books. The single sign-on seamless user experience between Cityworks and ArcGIS apps with Workforce, Navigator, Collector, Crowdsource, and Dashboard provides endless possibilities for maximizing all the benefits of where. Insights for ArcGIS coupled with Cityworks provides powerful analysis of where to help communities be more safe, sustainable, and resilient — smart communities.

WHAT ARE THE GIS-CENTRIC CHARACTERISTICS? NO REDUNDANCY

GIS-centric software utilizes the ArcGIS geodatabase, and only the geodatabase, as the authoritative asset database for all assets dispersed or condensed (without variance), requiring no interface, no syncing, and no redundancy.







Cityworks and GIS-centric have always been about where. Cityworks and ArcGIS® Enables the Power of Where™ for public asset management.

CONFIGURABLE

GIS-centric software allows for maximum flexibility in designing the asset database for virtually any asset, dispersed or condensed. Design and create it in the geodatabase and a GIS-centric software is configurable to it and not the other way around.

NON - PROPRIETARY

GIS-centric software builds on the geodatabase as an “open” and interoperable database, inherently spatial, with well-known and understood data structure elements. The asset data cataloged and maintained by an organization in the geodatabase are not owned by the software vendor. The organization fully owns their data and controls it.

UPDATES

GIS-centric software relies solely on ArcGIS feature services to update the authoritative asset data to assure data integrity, quality assurances, and constraints are maintained. This is critical because ArcGIS is an enterprise system and the ArcGIS database is used by many systems.

WEB MAP

GIS-centric software, including any applications provided, can access an ArcGIS web map without constraints. The applications are configurable to use the web map as is and do not require a vendor-specific web map.



SINGLE SIGN - ON

GIS-centric software supports a single sign-on identity. An organization can choose AGOL or Portal for ArcGIS as their identity storehouse and the GIS-centric software and associated apps will support this with a single sign-on.

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The Rise of

–GIS-centric

BY BRIAN L. HASLAM, PRESIDENT AND CEO, CITYWORKS

By the late ’80s, it was common for utilities and public works to view GIS as the best way to create, maintain, and publish maps of their asset systems and for producing a map book for their maintenance crews. Also common was to use the GIS to perform analysis using tools such as buffering.

At the same time, the work performed by an organization to maintain their asset systems moved from paper to computer.

Computer maintenance management and planning systems were growing in the market. Work was tracked as records in tables. Assets from the organization’s asset systems were cataloged as records in database tables. For example, it was typical to have separate tables for hydrants, valves, water pipes, manholes, wastewater pipes, roadways, sidewalks, lights, signals, signs, trees, parks, buildings, permits, licenses, and so forth. The database record for work performed was linked to the database record for the asset worked on. This became useful for reporting, planning, and budgeting and was one of the foundations of asset management as we know it today.

THESE EARLY ASSET MAINTENANCE MANAGEMENT SYSTEMS HAD NO DIRECT LINK TO GIS. Maintenance crews who performed the work relied on printed maps bound into map books to determine where the asset that needed work was located. Up-to-date maps to know where became particularly important when excavating to make a repair.

In the early ’90s, organizations desired to link the work records in the asset maintenance management system with the GIS asset record. Initially, the goal was modest. From the GIS, highlight where the work is performed by asset. To help the crews know where to do work, a secondary goal was to replace map books with in-truck computers running the GIS. The origin of our beginning was finding ways to link the asset records from a maintenance management system to the asset records of Esri’s GIS. By doing so, we would be able to map where work was being performed. This was a

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INPRINT SPRING 2017

challenge in the early ’90s because of proprietary databases.

The only way to transfer data between systems was through text file transfer protocol (FTP). It worked, but it was limited.

By the mid ’90s, most systems, including Esri GIS, moved from proprietary databases to open database management systems (DBMS) like SQL Server and Oracle. DBMS supported the use of ODBC (open database connectivity) for accessing data. Using an ODBC driver as a translation layer between the application and the DBMS, ODBC ushered in DBMS independence for sharing data. Compared to proprietary databases and FTP, open DBMS with ODBC was nirvana!

From the GIS, it was now easy to highlight where work is being performed by asset.

THEN CAME GIS-CENTRIC. By 1996, many applications became extensible, including Esri’s ArcView. With ArcView providing access to the GIS, we believed it was now possible to use a programming tool such as Visual Basic coupled with ODBC to create a new kind of asset maintenance management system—a GIS-centric asset maintenance management system relying only on the GIS as the asset data. After all, crews were still turning to their map books to determine where the asset that needed work was located.

The GIS was obviously the most up-to-date and accurate source of information about the organization’s asset systems and where the assets were located. So, why not just use the GIS—and only the GIS—as the asset inventory to locate the assets and track where work has been performed and will be performed? It made complete sense to us.

Cityworks—Enables the Power of Where for public asset management.

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USER COMMUNITY

CORPORATE ASSET MANAGEMENT COMBINING SERVICES, ASSETS, CITYWORKS, AND FINANCIAL PLANNING

BY DINORAH SANCHEZ, ASSET AND OPERATIONS MANAGER, CITY OF SUGAR LAND, TEXAS

In 2015, the Public Works Department at the City of Sugar Land, Texas, began implementing Cityworks in several divisions, including Administration, Streets & Drainage, Traffic, Right of Way Services, Water Utilities, Fleet, Facilities, and Solid Waste. This was a planned expansion of Cityworks from the surface water treatment plant to the remaining divisions. During the construction of the plant, city management planned for a citywide CMMS with Cityworks as the selected software. Through the implementation of Cityworks, staff anticipated collecting more data regarding work order costs, workloads, and completion times, which would facilitate and support budgetary decisions such as personnel requests, capital projects, and operating budgets.

Ask any municipality if they are doing asset management, and the response will be yes. Lots of organizations have an asset management system,

capital

improvement

projects,

and

condition assessments.

But asset management, as defined by ISO 55000 and the Institute of Asset Management, encompasses a spectrum of strategic, tactical, and operational business processes. By using an asset management policy and strategy, planning asset risk approaches, programming data standards, and delivering dayto-day operations through CMMS or condition assessments, various business processes and departments contribute to the asset management program.

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INPRINT SPRING 2017

Also in 2015, the City of Sugar Land developed a project to review best practices for national and international asset management programs. As a result, staff recommended developing a citywide asset management program establishing a precedent of data-based, transparent, and repeatable decision making. Rather than concentrate solely on maintaining physical assets, the citywide approach changed the focus from the condition of assets to customer expectations and outcomes.

A SERVICE-CENTRIC FRAMEWORK As an organization, the City of Sugar Land provides superior services to its residents, which requires a service-centric framework supported by its assets. In Sugar Land, a comprehensive plan holds the community’s vision, which the city council then aligns with their mid-term priorities and

uses to develop strategies. While all priorities are impacted by infrastructure and service, two priorities—“Responsible City Government: Financially Sound, Exceptional Service” and “Great Place to Live: Development, Redevelopment, Mobility, Environment”—emphasize “City of Sugar Land—a Leader in Customer Service and Superior Service” and “Maintain Adequate Infrastructure and Services to Support Growth and Sustain the Existing Community” respectively.

the corporate risk framework, investment planning framework, and risk-based water main prioritization project have been developed. Future initiatives include developing a strategic asset management plan, risk matrices, and management plans at the asset class. As for future Cityworks implementations, the next phase includes code enforcement, rental registration, treasury, airport, and parks and recreation.

The first step required educating the city’s executive team and key departments on the citywide asset management framework. The concept was well received by asset-owning departments, and the next deliverables were to draft an asset management policy and gain approval from directors and final approval from city management. As part of the policy, the City of Sugar Land committed to develop and implement its asset management program grounded in five principles: superior service, data-driven decision making, risk-based analysis, continual improvement, and future planning. This policy was approved in January 2016.

While a municipality may find it daunting to develop an asset management program, Sugar Land’s staff quickly understood the need to breakdown asset management to smaller, actionable components and proceed to implementation. More importantly, the organization must see value in adopting the asset management framework, including asset-owning departments, finance, engineering, and city management, which should result in support and participation of the aforementioned departments and staff.

If, simultaneously, the organization is deploying Cityworks, staff should align asset hierarchy and standards with the asset management framework. Lastly, it takes time.

To assess the initial maturity of each asset-owning department, a gap assessment and analysis was conducted at all levels, from crews to directors. Sugar Land’s first implementation roadmap identified concentrated initiatives, which the project team began tackling in 2016. Currently,

The integration of both Cityworks and the asset management program supports the City of Sugar Land’s overall goal of data-based, transparent, repeatable decision making, and robust business processes.

INPRINT SPRING 2017

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USER COMMUNITY

SIBLING DEPARTMENTS ENGINEERING AND PUBLIC WORKS WORK TOGETHER AT THE CITY OF BILOXI, MISSISSIPPI

BY JENNETH ROBERTS, GIS MANAGER, CITY OF BILOXI, MISSISSIPPI

The City of Biloxi began using Cityworks in 2006, one year after Hurricane Katrina demolished an estimated 90% of the buildings in the city. In the past two years, they have migrated from Desktop to Office/Field for AMS, expanding from four users to more than 60. Inventory is now maintained in Cityworks Storeroom, and city workers now use Field with six laptops and seven iPads.

In 2016, the City of Biloxi underwent some major departmental changes with the creation of a new Engineering Department.

Biloxi’s mayor, Andrew Gilich, decided to separate what was once a division of the Public Works Department into a separate department. Separating engineering and public works meant having two directors collaborate on major problems and issues to determine whether it was something public works could take care of in-house or a capital project that engineering needed to handle.

With the creation of the new Engineering Department, not only did they have to learn the responsibilities of being their own department—such as managing a budget, payroll, purchasing, mail runs, and so on—engineering also took over management of a $355 million infrastructure repair project. A task of this nature and level of responsibility requires extreme detail as far as issues, documents, transmittals, and collaboration with the contractors and Public Works Department to deal with main breaks, road closures, water quality, and more.

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INPRINT SPRING 2017

IMPROVING SERVICE Engineering uses Cityworks to create service requests for every complaint or issue related to the infrastructure repair project, as well as all other projects the department manages. Having a service request for the issue allows the department to see the number of times the caller has reached out and in what time frame. Complaints are documented in Cityworks, as well as any pictures related to the issue. Service requests are then sent to inspectors to determine whether it is a contractor issue or something unrelated to a construction project. If the contractor is responsible, the service request is emailed to the contractor and the status and resolution are updated to show who is resolving the issue. When the contractor is not responsible, the service request is forwarded to the Public Works Department to create a work order. This gives the Public Works Department background on the issue, how it got to them, who investigated the issue, as well as the caller’s initial statement.

MANAGING PROJECTS Having the ability to display assets on a map and share data about each feature is an important factor for water, sewer, drainage, and even the city’s sign shop to do their jobs and maintain the city’s infrastructure.

Biloxi has not only begun to display utilities, but to show boundaries of projects under construction, as well as projects that are designed and planned to be bid on soon.

Being able to see where a project is ongoing or knowing that an area will be reconstructed allows the Public Works Department to determine where emergency repairs are needed or if it is something that is being resolved by another project.

Cityworks has allowed the Engineering Department to run reports on the number of complaints handled in response to

each project, where the problems are primarily occurring, and the amount of time it takes for the city to resolve the issue.

Managing a project of this scale requires a certain amount of detail, and Cityworks is the perfect option for the department. It seemed only logical for a department founded on engineering and GIS to use a GIS-based program that allows easy communication between sibling departments, such as public works and engineering.

The Timmons Group PLL Portal Why the Timmons Group Portal?

The Timmons Group Public Facing Portal for Cityworks® Server PLL is focused on enhancing contractor and citizen access to permits and inspections through a custom web portal. This solution provides the capability to apply, manage, and schedule permits utilizing a public facing website. Additionally, the Portal plugs into numerous point of sale and payment management systems including PayPal.

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In-depth Searching Online Payments Printing Permit Application Customized Scheduling Integrates with Mobile Inspection Tool For more information please contact: Ron Butcher, Principal | ron.butcher@timmons.com | 804.200.6971 Lou Garcia, Senior Consultant | louis.garcia@timmons.com | 443.904.3897 Watch our PLL Portal Solution webinar here: http://www.timmons.com/news/webinars/

USER COMMUNITY

BIG SOF T WARE SMALL TOWN

DISTRICT OF SECHELT, BRITISH COLUMBIA, CANADA

BY PAUL HIGGINS, GIS TECHNICIAN, AND BEVERLY EHLBECK,

IT MANAGER, DISTRICT OF SECHELT, BRITISH COLUMBIA

The District of Sechelt is a small community in British Columbia, Canada. It has a population of approximately 10,000 people and an area of 51 square kilometers—consisting of 200 kilometers of roads, 65 kilometers of sanitary sewer, and 43 kilometers of storm sewer. "We were looking for an integrated software tool to support several corporate initiatives, including

establishing

service

levels,

asset

management, structured process workflows, and evidence-based decision making,” said Beverly Ehlbeck, IT manager, District of Sechelt.

"As we were concurrently implementing electronic document management, it was a priority that the solution seamlessly integrate with document management."

In 2012, Sechelt purchased Cityworks from Esri Canada.

With fewer than 55 staff, the district tasked a small team consisting of one IT manager, two GIS staff members, and two Permits, Licensing, and Land (PLL) experts to implement the solution.

The team began by developing a plan and restructuring Sechelt’s GIS database to align it with Cityworks’ local government model. Using a phased approach, they implemented the solution to streamline service requests in April 2014. In October, they applied Cityworks to enhance the management of work orders and implemented i-Open Technologies’ worXlog solution for payroll integration.

Next, they introduced a mobile application that enabled staff to conduct risk inspections of sidewalks, manholes, and playgrounds. In 2016, they rolled out enhanced work orders to enable cyclical preventative maintenance scheduling for the district’s new state-of-the-art wastewater treatment facility.

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INPRINT SPRING 2017

They also kept implementations simple and started with small projects or “quick wins.” As users and management more fully understood the benefits of the app, the team then added enhancements based on the users’ requests.

Sechelt’s agile development methodology facilitated buyin for Cityworks. This approach proved successful in several implementations, including sidewalk and playground inspections, batch processing of BC One Call requests (for utility locates), and adding mobile computing (iPad apps).

SEIZING OPPORTUNITIES: INTEGRATING WORK ORDERS Once service requests and inspections were completely integrated into Cityworks, the district faced the overwhelming challenge of transitioning to work orders and incorporating work order cost data into the system. In such a small and lean organization, the prospect of entering labor data into multiple systems was a show stopper.

When the district’s finance department decided to move to electronic timesheets, it was the perfect opportunity to find CONTINUED ON PG 18

With Cityworks, managers now have access to real-time reporting data.

TAKING IT ONE STEP AT A TIME To ensure a successful implementation, the team evaluated each department’s needs first and then developed solutions that would help that department’s users to understand Cityworks’ benefits.

This meant not always following recommended implementation best practices and refining the implementation to best meet the needs of staff and the environment. For example, Sechelt began by emailing service requests, so staff only needed to open an email attachment instead of learning the functions in Cityworks right away.

The team found that providing a proof of concept or a prototype before implementing an app significantly helped users to comprehend Cityworks. This reduced resistance to adopting a new app and fostered excitement among staff.

The implementation team included Beverly Ehlbeck, IT manager; Mark Dalaire, planning technician; and Paul Higgins, GIS technician.

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17

Users can click on specific map features to retrieve a full list of supporting documents stored in OnBase.

THE PAYOFF Back in 2014, Sechelt was overwhelmed with how daunting a Cityworks implementation seemed. There was no clear path to managing the project “the right way.” Since then, the district has discovered that some data is better than no data. As well, the implementation team now takes incremental steps to improving their data.

a single-source time entry solution. Sechelt chose worXlog, which the team learned about at the Vancouver Cityworks Regional User Group meeting.

Working with Esri Canada, the implementation team decided on an approach to integrating work orders into Cityworks. They aligned the standing work orders template with a cost center cheat sheet that staff members were already using to code their paper timesheets. The decision to start with something already familiar to staff was key to the smooth transition to entering time in Cityworks using worXlog.

In conjunction with standing work orders, cost calculations have been done with an averaging approach. This gives management much more information for labor and scheduling. For example, staff calculated that the district spent 794.5 hours or 52.2 man-hours per square meter maintaining sports fields in 2016. With this data, management can now make reasonable estimates on the labor impacts when adding more playing fields to Sechelt.

The standing work orders template has proven to be a bridge to a future where Sechelt can use specific work orders against discrete assets. This direction is driven by users and managers themselves. The district plans to incorporate material and equipment costs into these formulas.

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“The management team now has quick access to information for documenting work and justifying resources and future work planning. The ability to access related documentation directly from the map, work order, or permit improves decision making,” noted Paul Higgins, GIS technician, District of Sechelt.

Key successes include: implementing web-based time entry into both Cityworks and the district’s payroll system, integrating work orders for facility preventative maintenance, leveraging PLL for business license applications, and seamlessly integrating OnBase electronic documents with all components of Cityworks (AMS, PLL, and the map).

To improve asset management, Sechelt is currently working to integrate existing road and sewer condition score data into Cityworks. The district will also leverage the platform as an organization-wide asset register. To enhance PLL processes, development services staff are working to configure workflows for all development and buildingrelated permits.

Through the Cityworks implementation project, Sechelt has learned to focus on discrete, achievable goals; scale the solution appropriately to their organizational size, goals, and staff capabilities; and use proof-of-concept applications to improve understanding and gain buy-in from users. With this effective formula, this small community is guaranteed to continue achieving big results.

STORY MAPS EVERYONE HAS A STORY TO TELL

OPELIKA UTILITIES, ALABAMA ArcGIS Story Maps is a unique way to combine authoritative maps with narrative text, images, and multimedia content.

Last year, Opelika Utilities in Alabama created their own story map telling their story of how they are providing reliable, abundant water to communities in their area.

The following are excerpts from Opelika Utilities’ story map produced by project manager, Alan Lee, at Opelika Utilities.

It can be found on the ArcGIS Story Map website. To see the whole story, visit storymaps.arcgis.com.

OPELIKA UTILITIES – CLEAN, PLENTIFUL WATER Opelika Utilities has been a partner to the City of Opelika, Alabama’s business and industry since 1891. Over these many decades, visionary water board directors, management, and city officials have anticipated the long-term needs of this thriving area and planned accordingly.

OUR RELIABILITY = YOUR SUCCESS Our investment in state-of-the-art technologies has made a new level of efficiency and reliability possible. We utilize the Esri GIS system, which is the gold standard for the industry. With it, we can access real-time information in the field and at our operations center—from a leak to a vehicle’s location.

Cityworks® allows us to integrate our maintenance and repair systems seamlessly. These systems, along with our SCADA management and monitoring system, 2.5 megawatt (MW ) diesel backup generator, state-of-the-art security, and the many other investments in technology and equipment, establish Opelika Utilities as a leader in water utilities.

ABUNDANT WATER FOR YEARS TO COME!

Our leadership team consists of (left to right) Warner Williams, chairman, Opelika Water Works Board of Directors; Andy Alsobrook, administrator; Dan Hilyer, P.E., general manager; Alan Lee, project manager. Not pictured is William Thornton, assistant general manager.

We now have more than 15 million gallons per day of finished water beyond our average daily demand. That is enough to serve most any high water consumption company immediately. We also currently have rights to access an additional 26 MGD of raw water, bringing our total raw water availability to 50 MGD. HOMETOWN LEADERSHIP Our leadership team is an essential part of our success. Their experience and planning for Opelika’s residential visionary planning and industrial growth have led us to where we are today. With the most advanced technology; efficient, modern facilities; and dedicated, intelligent, and well-trained staff, Opelika Utilities brings our communities the vital water they depend on—now and for the future.

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Powering up industry leading services aligning people, strategy, process and technology.

Combining global expertise with local leadership.

CH2M is a Cityworks® Platinum Implementation partner delivering solutions that will power your asset and utility management practices. Our experience enhances Cityworks® implementations – whether you are just starting or expanding your program.

www.ch2m.com

© 2017 CH2M HILL Final-2 Cyclomedia CityWorks Ad Outlines.pdf 1 1/27/2017 6:19:49 AM

C

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CM

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IN TUNE WITH ESRI

PUT INSIGHTS TO WORK

REDUCE THE TIME TO

POWERFUL INSIGHT

BY TOM BRENNEMAN, GISP, TRANSPORTATION

PRACTICE SOLUTION ENGINEER, ESRI

The main reason we maintain information on our assets is so that we can make better decisions to support our communities. More and more government professionals are beginning to realize that spatial analytics is the key to making better decisions. At Esri, we are constantly striving to make spatial analytics easy for everyone. Insights for ArcGIS marks a milestone in this evolution. Insights for ArcGIS is a browser-based analytic workbench that allows you to explore spatial and non-spatial data, answer questions you didn’t know to ask, and quickly deliver powerful results.

Insights provides a shortcut to thinking spatially. Through dimensional modelling, Insights intelligently determines which visualizations are best suited for your data. From there, Insights can provide guided workflows to help you quickly answer spatial questions.

What does this mean for Cityworks users? Because Cityworks is built on ArcGIS, every asset that you maintain in Cityworks can be used directly within Insights. With Cityworks and Insights, you can quickly and easily understand and communicate the condition, criticality, and lifespan of your assets within the context of the rest of your GIS and business information. For example, you could summarize sign conditions near road projects to understand if it makes sense to combine sign replacement with roadwork. Or perhaps you want to understand why more work orders are being requested in one part of the city. Does the population warrant those work orders? Is there a correlation to the age of the assets in that area? These questions and more can be quickly and easily answered by anyone with access to Insights.

DELIVER POWERFUL RESULTS Insights makes it simple to communicate findings with key stakeholders. The app’s integration with ArcGIS Enterprise lets users share Insights workbooks throughout an organization.

Similarly, analysis results can be embedded in web pages, making them publicly accessible from any device. Story Maps are an excellent way to share these analysis results and clearly communicate how you arrived at your conclusions.

Within Insights, you manage your projects in workbooks that leverage your spatial data, Esri’s living atlas data, business system data, and even Excel files that you can drag and drop from your desktop. This data is visualized on cards as maps, charts, and tables. These cards bring your data to life and unlock endless possibilities for analysis and interactive data exploration.

The connected nature of the card interface provides on-thefly synchronization between data views. Using cards, you can create, update, and compare maps, charts, and tables; draw buffers; aggregate numeric data across any geography; apply spatial tools; and slice and summarize data by any field. While you are working, Insights automatically tracks and diagrams each of your workflow steps, such as what data was used and when, which filters were applied, and what analyses were generated. This makes it easy to repeat and verify analytical workflows across your organization.

Electrical asset data displayed in Insights for ArcGIS.

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EMERGENCY MANAGEMENT

GETTING REAL WITH

EMERGENCY M A N AG E M E N T

When was the last time you evaluated your team’s emergency management strategy? When was the last time your community experienced a disaster of “epic proportions?” The reality is, most communities don’t experience major emergency situations, but the possibility is always there. Just because you don’t live in a flood zone, doesn’t mean a major hazard isn’t lurking that can have a large impact on the residents and businesses in your community.

Consider the water treatment emergency that impacted the residents of Flint, Michigan. While not a traditional emergency or disaster, this water crisis impacted every citizen and business. It damaged the reputation of city, county, and state officials and impacted Flint’s economy and future investment opportunities. Your community may not have the same dynamics as Flint, but what happens if an E. coli outbreak occurs from cross contamination? Is your team ready?

BY GREG BAIRD, DIRECTOR OF ENTERPRISE STRATEGIES, CITYWORKS

Emergency response plans for public asset management require thoughtful communication and meaningful execution by all stakeholders. Your emergency asset management plan starts with a web GIS-centric solution that links the city’s response to residents and the business community. This is the vital component to minimizing the impact on your infrastructure and protecting your citizens.

IMPROVED EMERGENCY RESPONSE The use of Cityworks and ArcGIS is key to the fundamental preparation that supports the successful management of the impact, response, recovery, and reimbursement of emergency events. The Cityworks web GIS-centric platform is reliable, flexible, and scalable and has integrable data that can be easily transmitted and shared. GIS is used as the authoritative asset data and system of record for an organization’s emergency management mitigation, planning, response, and recovery protocols.

Part of the overall asset management system, and Cityworks’ best practice approach, uses a seamless user experience with ArcGIS by providing a single sign-on solution. Additionally, the use of third-party web applications built on ArcGIS are easily integrated with Cityworks AMS. Mobile and efficient workflows are important components that should be heavily used for emergency management operations. For example, cellular towers that survive a storm may need maintenance and should be a first priority to keep communication flowing between the field and offices and with citizens. When communication is established, field crews can be more effective in completing work orders onsite while notifying the command center of any changes that need to be made.

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CITYWORKS MOBILE, COMBINED WITH ARCGIS, OBJECTIVES INCLUDE:

Increase response time

Enable collaboration

Respond to immediate needs

Expand customer service

Improve field collection

INSIGHTS INTO MITIGATION Cityworks AMS and ArcGIS can offer the geospatial analysis required to quickly assess damage and provide reporting to FEMA or other agencies to expedite funding. When showing the visualization of a city’s asset infrastructure via a visual, map-based interface, government officials and representatives will better understand the impact zones, costs associated with the emergency, and then deploy restoration processes quickly.

The documentation, data, and maps developed during a crisis event or disaster are valuable information to apply to the last step, mitigation. Through a review process, organizations can learn how to better prepare for the next event, plan accordingly, and help lessen the impact to citizens.

Cityworks AMS enables cities, utilities, and other organizations to take a truly web GIS-centric approach to emergency response regarding their capital assets and infrastructure and automates these work processes, including:

Call centers

Service requests

Work orders, including cyclical work

Inspections, tests, and condition assessments

Resources, storerooms, projects, and contracts

Reports and dashboards

Mobile workforce

Interfacing to other systems (accounting, billing, citizen engagement, etc.)

Gainesville Emergency Operations Center viewing service requests within ArcGIS.

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EMERGENCY MANAGEMENT

FIGHT

THE BITE

BY MARCIA MONSERRAT, CHIEF OF STAFF, ADRIANA CASTRO, GISP, SENIOR GIS ANALYST,

STANLEY PAYNE, STORMWATER SUPERINTENDENT,CITY OF MIAMI BEACH, FLORIDA

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Miami Beach, Florida, is home to the finest spring break parties on the planet and thousands of tourists daily. Nestled on a barrier island between Biscayne Bay and the Atlantic, and only connected to the mainland by bridges, this is a tourist mecca, with its beaches, celebrity culture, and unique fusion of styles.

Every day the city’s population explodes from 91,000 to nearly 250,000 as visitors and beach-seeking tourists descend on the town. When cases of Zika virus began appearing in the United States, experts had confidently told city officials that the mosquito-borne virus would not reach the tourist hot spot because of ocean breezes and the climate of Miami Beach.

However, in mid-August 2016, the community was troubled when the first reports of Zika came in. On August 18, the first Zika zone was announced in Miami Beach by the Centers

for Disease Control and Prevention (CDC). City management held daily briefings with the CDC and Florida Department of Health (DOH) to review the number and location of reported Zika cases, the number of houses inspected, and reported standing water locations.

From the very first report of the virus, Miami Beach quickly put into action their emergency communication plans

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for residents. City officials harnessed the power of Miami Beach’s E-Gov app and website to communicate and educate residents and visitors on their personal responsibility to cover up, wear mosquito repellant, and report water that had been standing for more than 48 hours. Furthermore, they used the tools available through the ArcGIS and Cityworks platforms to track and eradicate trouble spots. By December 9, 2016, Miami Beach was declared Zika free.

Miami Beach averages 51.7 inches of rain annually; between August and October, it rained more than 25 inches.

Additionally, severe winds and flooding put extra strain on resources as Hurricane Matthew swept along the Florida coastline, compounding the heavy rains already impacting the community.

Implementing a GIS-centric strategy was instrumental in the success of becoming Zika free. Leveraging ArcGIS and Cityworks, the Miami Beach Public Works Department could identify trouble spots and respond quickly. The seamless integration between the two systems created a solution that allowed efficient execution of work orders to effectively control the spread of the virus.

Cityworks provided the work order management required to battle standing water problems that occurred because of the frequent storms. City management and staff used IT resources for GIS to provide the critical data to control standing water. Sharing information between Cityworks and GIS was easy and fast.

The city used the Cityworks service request API to further enhance the E-Gov app already in place. Standing water notifications sent in by the public were placed directly into Cityworks, quickly initiating action on the problem area.

Each “standing water request” was published to the residents so that they could see the notification or complaint was being resolved.

At the height of the Zika crisis in Miami Beach, resident calls generated 25–30 new work orders a day, resulting in more than 600 service requests to remove water between August and December. The city’s full force could not control Mother Nature, but they could dedicate 24 code officers to be the proverbial boots on the ground. Code enforcement teams went through neighborhoods, looking for standing water. Supported by volunteer teams that

E-Gov complaints for standing water by status and Miami Beach’s response to standing water status.

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Cityworks users can view the standing water requests in a list and view their location on the map.

provided the door-to-door education on Saturdays, the code enforcement teams were a critical link between the field and maintenance offices.

which could hold water, were removed from public parks.

Fines were levied for anyone who did not remove standing water on their property.

Working tirelessly in the fight to monitor and control standing water reports, storm water crews were dispatched to remove water as soon as a “standing water request” was issued. Teams were formed to remove standing water throughout the city, working to keep the city dry and even sweeping water into storm basins to do a thorough job.

Over the months, the community worked together to solve the Zika virus challenge. Phillip Levine, mayor of Miami Beach, commended the city and residents in their efforts to eradicate the virus with a statement to the community.

“Special thanks to the efforts of the entire Miami Beach community,” Levine said, “for not only your patience and perseverance but by taking the necessary safety precautions during this period. By draining standing water and wearing mosquito repellent, we will continue to protect our community and our state.” He continued, “Our fight against Zika is a wonderful example of how much we can all get done when we work together for a common goal.”

Throughout this process, city staff used Cityworks and ArcGIS to pinpoint trouble spots. As the emergency response developed, open service requests helped identify the constantly changing location of problem areas. With every storm, a new set of challenges would impact crews who quickly removed standing water from the identified trouble spots.

For example, plastic construction barriers filled with sand and water proved to be a perfect location for mosquito breeding grounds. The plastic barriers were emptied and re-filled with sand but not water. Households had backyards with toys collecting water that needed to be emptied; trash cans needed to be turned over so they wouldn’t collect rain water. Areas where plants included a cup in the center,

A GIS-centric approach was critical to Miami Beach’s efforts in the eradication of the Zika virus in the community. A total of 1,384 Zika cases were reported in Florida in 2016; Miami Beach recorded 276 cases. Today, Florida no longer has any identified areas with active Zika transmission. Miami Beach understands the critical role of a web GIS-centric platform that provides integrated web services that leverage the mapping capabilities in ArcGIS and Cityworks.

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EMERGENCY MANAGEMENT

CITYWORKS FOR

HURRICANE RESPONSE

BY TOM TIBBITTS, GISP, PSM, INFORMATION SYSTEMS COORDINATOR; ROCKY S. AGBUNAG,

MSC, GISP, INFORMATION SERVICES MANAGER, ST. JOHNS COUNTY, FLORIDA; AND GREG BAIRD, DIRECTOR OF ENTERPRISE STRATEGIES, CITYWORKS

FIRST RESPONDERS FROM THE ST. JOHNS COUNTY PUBLIC WORKS DEPARTMENT REACT QUICKLY TO SPEED RECOVERY FROM HURRICANE MATTHEW. On a cloudless morning in early October 2016, residents and visitors to St. Johns County, Florida, were going about their daily business as usual. St. Johns County was a pictureperfect postcard of why visitors flock to the Florida coast.

But this was no ordinary day at the St. Johns County Emergency Operations Center (EOC). City and county managers, along with their response teams, were beginning to brace for the growing threat of Hurricane Matthew. The storm had been brewing for days and had rapidly gained strength as it moved through the warmer waters of the eastern Caribbean. Matthew had taken aim on Florida.

UTILIZING THE EMERGENCY RESPONSE PLAN Prior to Hurricane Matthew making landfall on October 6, 2016, the governor urged more than 1.5 million people to evacuate the impact zones before the storm hit. St. Johns County had more than 100,000 residents within the evacuation zones. By the time Matthew made landfall, most coastal residences and businesses had been evacuated.

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As Hurricane Matthew marched closer to the Florida coastline, the St. Johns EOC knew that impact was inevitable.

Forecasting landfall was difficult, but Utility and Public Works teams were already implementing their emergency response plans. Starting early was critical to being prepared for the anticipated disruption and damage to Utility’s water and sanitary sewer infrastructure and Public Works' transportation and stormwater infrastructure.

RAPID RESPONSE The storm lashed St. Johns County with damaging winds that brought down trees, impacting power lines, water and sewer lines, and roads while cutting off power to other critical infrastructure. Hurricane Matthew also brought an eight-foot storm surge that wreaked havoc on structures and roadways, hampering emergency crews’ ability to respond to issues.

As soon as the peak of the storm passed, the St. Johns County EOC was already mobilizing and responding as crews went into action. Staff used Cityworks to dispatch sanitary and utility crews with first responders (fire, rescue, and sheriff )

Hurricane Matthew storm damage along the coast.

O P F Road and bridge open work orders.

to work late into the night. This was not about managing a hurricane, but managing the emergency actions that would stabilize systems and restore services.

access. Several broken water mains were compounded by the more than 200 sewer pumps made inoperable by lack of power.

The Public Works and Utility Departments, using Cityworks and ArcGIS as part of their emergency management plan, worked to mitigate the impact on St. Johns County’s asset infrastructure. Reaction to the event required every department to promptly and effectively implement their piece of the plan and make required adjustments as new data came in.

Remarkably, St. Johns County only experienced 20,000 gallons of sanitary sewer overflow, while other utilities in the impact zones experienced more than 1 million gallons. The sanitary crews knew where the potential risks and priorities would be prior to the storm and leveraged Cityworks to handle work order management to quickly tend to impacted assets during and after the storm.

Generally, when a call comes in, teams have less than 20 minutes to identify the issue, search the data, develop an action response, and move on it to make a repair. With the main storm moving up the coast, high winds were still sweeping the county, and the storm surge was still impeding

Cityworks and ArcGIS were used to provide the data to improve productivity and communication in the field. The challenge was to quickly return regular water, sanitary, and CONTINUED ON PG 30

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Cityworks Project feature used to track work orders for Hurricane Matthew.

power services to the 100,000 impacted residents. Moving at a rapid pace, staff and crews worked tirelessly to restore these services. • Within 24 hours of landfall, emergency crews had stabilized and restored water services. • Within 48 hours, crews had completed emergency repairs and manually pumped out the sanitary sewer services systems. • Within 72 hours, management provided their initial damage assessment estimates.

Cityworks tracked work orders, communication, damage assessment, and sanitary pumping and also provided the required data for daily reports to officials, and later for FEMA and insurance adjusters. Support and call center staff tracked tickets, and field crews updated time for labor, equipment, and material. Staff immediately understood the need to manage and record work orders documenting everything that was occurring.

RETURN TO NORMAL Once storm force winds and storm surge subsided, the priority became to return to normal operation as soon as possible. Community members, hotels, and businesses were eager to help evacuees return to their homes. As services were restored and neighborhoods became habitable, officials communicated to residents when they could return to their homes.

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Cityworks was also used to provide a reliable, central source of information to help meet critical priorities and communicate with the public. For example, a simple search to identify water main repairs, lateral repairs, replacements, and water on/off services allowed the compliance manager to review outages and manage boil water advisories. This data was then exported and quickly published to ArcGIS Online on the public boil water notice map, which was posted for the public awareness.

RECOVERY Over the course of the storm’s impact and recovery, more than 541 service requests and 682 work orders for Public Works, as well as 392 Utility work orders were created in Cityworks to manage the hurricane response and recovery.

These were also used for FEMA documentation and cost reimbursements. ArcGIS Online’s Mobile Collector was used to run damage assessment field collection on nearly 400 facility sites, allowing the insurance adjuster to review and approve damage cost assessments. In addition, Cityworks also tracked sanitary pumping overflows and sampling, easily becoming the central application for work management and reimbursement reporting.

The Utility Department was able to manage the hurricane response and reporting by utilizing the Cityworks Projects feature. Staff assigned work orders to the Hurricane Matthew project, then they used that as the filter for searches and

reports. This helped isolate storm-related work orders for immediate response and assemble damage costs for reimbursement reporting. Date ranges did not work for these searches and reports since regular work activities occurred prior to and during the aftermath of the storm.

Fund codes were not an option either because they are not created until after the damage assessments, which, in this case, happened five days later.

As the system of record, Cityworks provided the data supervisors could use to assemble initial cost and damage estimates, which were developed within 72 hours. The improvements in the approach of processing records and documentation through Cityworks were further justified when starting the reimbursement reporting stage. This effort extended to 90 days post-disaster when all formal reimbursement requests and reporting is required by FEMA. Using Cityworks to collect data on labor, material, and equipment for FEMA reporting allowed easier delivery and expedited reimbursement.

Like all communities that are impacted by natural disasters, St. Johns County and their communities continue to recover.

But their ability to recover rapidly was set in motion days before Hurricane Matthew hit. The emergency response plan put in place for public asset management using Cityworks mitigated impact, shortened response times, and facilitated a faster recovery for their residents.

Using work orders, response crews could prevent and quickly repair sewer overflow.

Figure 2: Several life-cycle profiles are common for infrastructure assets.

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EMERGENCY MANAGEMENT

C N RA

B

G N I H

T MEN , SES E U G N TTE A N A APRIL NUN O M L D E H A R R T R E NALYST, AN, NC E FC A T O T O S O ES Y SF ARL SIN CIT O R K SENIOR BU CITY OF CH W Y , R, ELL AT O CIT CKW STR RO NI MY DMI SA

BY A K R O YW CIT

"If a tree falls in a forest and no one is around to hear it, does it make a sound?" If a tree falls during a storm and is blocking a roadway, how is it cleared so that emergency vehicles can pass? At the City of Charlotte, we use a SharePoint InfoPath form, text messaging, and Cityworks APIs to notify our on-call landscape management staff of such emergencies.

The Landscape Management Division of the Engineering and Property Management Department maintains thousands of trees within the right-of-ways along city-maintained streets.

Besides regular inspection and maintenance, this group is also responsible for cleanup during storm events when trees or limbs block the streets.

Prior to development, the on-call staff carried pagers and had to call the 911 dispatchers for problem location and details. After receiving the location information, the crew had to use a printed map book to locate the correct street.

During a severe storm event, this was cumbersome.

A decision was made to replace the pagers with iPhones, which are shared by the staff. This allows the problem to be shared via email. The on-call staff changes from week to week, so a Gmail account was set up on both phones to bypass logging in and out of individual accounts.

Typically, when a tree or limb falls and partially or completely blocks a roadway, citizens will call 911. The 911 dispatchers are taught to use an InfoPath form for such requests. They enter the location of the incident, any details they know about the incident, and the caller’s phone number.

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FRM: Cityworks SUBJ: SQL Server Message MSG: Tree down LYNNVILLE AND N SHARON AMITY – check email The InfoPath form creates a call to the Cityworks service request API to create the storm cleanup request in Cityworks. The template is set up to email the supervisor and inspector. The request is then sent to the iPhones using a stored procedure and database mail. The email includes the information submitted by the dispatcher and a Google Maps link of the location, which simplifies routing.

Additionally, crews use Google Street View for a preview of the site to help determine what tools and equipment might be needed. There is also a link to respond to the call center with an ETA. Emails are deleted from the account once the crew arrives at the site to prevent the other crew from responding to the same location.

Example of a text message sent to the on-call employee's iPhone alerting them of a downed tree and to check their email.

However, late at night, a single email alert won’t always wake a sleeping crew member. So the stored procedure also sends a text message with very basic information, mainly just to alert them to check their email for a new 911 tree down request. The message is set to repeat every two minutes for 30 minutes or until the alert is read.

With the requests in Cityworks, reporting storm events is simpler and more complete. Supervisors create work orders for the requests, which help to manage labor, material, and equipment costs. Heat maps are generated using the Heat Map tool, which helps define the situation to upper management.

In a major rain event last October, more than 150 calls about downed trees and limbs blocking roadways were made to the 911 call center within 24 hours. That’s 150 fewer calls back to the call center for details, freeing the operators for other emergencies. Plus, reporting on events is now available, giving visibility to the true cost of storm cleanup.

The email referred to in the text alert providing the details of the service request created.

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PARTNER COMMUNITY

AUGUSTA, GEORGIA

BLAZING TRAILS IDENTIFYING AND ADDRESSING SEWER LINE BLOCKAGES

BY RYAN BUTLER, GISP, SENIOR SYSTEM ANALYST AND PHASE MANAGER, WOOLPERT

Evolving technology allows municipalities to perform essential tasks more quickly, efficiently, and cost effectively. Municipal employees, who have the most hands-on experience and applicable worksite knowledge, often play pivotal roles in that evolution.

This was the case in Augusta, Georgia, in 2016. The city of more than 200,000 people had been placed under a Georgia Department of Environmental Protection consent order, which mandated the Utilities Department evaluate the original combined sewer system and take the necessary actions to prevent sanitary sewer overflows (SSOs).

Augusta had purchased one of the first Sewer Line Rapid Assessment Tools (SL-RAT™), which employs acoustics to evaluate line conditions and assess sewer line blockages, in 2013. It works by having a technician place an SL-RAT transmitter on top of an open manhole, sending an acoustic signal to the receiving unit at the next manhole

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downstream. The SL-RAT receiver then evaluates the signal, providing a blockage assessment to the operator in real time. The acoustic inspection takes less than three minutes and does not come in contact with the waste stream. It was developed to help focus closed-circuit television (CCTV ) and cleaning resources on the pipes that need the most attention. It became commercially available in 2012.

Augusta hired Woolpert in 2014 to implement the Cityworks work order management system to streamline and modernize the Utilities Department’s operations.

As the Utilities Department was implementing Cityworks, IT and technical support manager, Jerry Philpot, said it quickly became apparent that the software could facilitate communications between the SL-RAT team and the cleaning team. The SL-RAT could identify where the blockages were along the 1,200 miles of sewer lines and, in compliance with a consent order directive, immediately address those blockages. The Cityworks software was central to the immediacy of the response of the cleaning crews.

as the crews immediately applied the condition assessment to a line. Based on their findings, the map colors change from red to yellow to green, and we could watch them go through their route for the day.” Alex Churchill, the chief operating officer of SL-RAT’s parent company, InfoSense, said the EPA-validated SLRAT tool has been employed at about 160 utility departments around the world in the last four years, with sales growing by a reported 50 percent in 2016.

But to Churchill’s knowledge, Augusta was the first municipality to pair SL-RAT with a work order management system like Cityworks. He credited the municipality with connecting the dots to improve the use of both systems, saying it comes down to knowing which tools to use and when.

Churchill described SL-RAT as being similar to a hammer. “It can help you build a house, but it won’t build it for you. It’s up to you to figure out what you want your house to look like.”

Steve Schwabe, a Woolpert program director and one of the firm’s 12 Institute of Asset Management-certified professionals, mentioned Augusta has had significant reduction in its SSOs since they began using the SL-RAT with Cityworks.

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“The response time was the biggest benefit for us. We had SL-RAT crews out in the field, and when they found blockages, they routed their inspection work order directly to the cleaning crews,” Philpot said. “We didn’t have to come back in and review on papers like we used to. We didn’t have to engage the supervisors to make decisions. We could watch live

When field crews update the asset condition, the SL-RAT integration allows office staff to see those updates in real time as the line color changes to reflect the new scores.

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“Instead of spending the time and money to clean all the pipes, the city now just cleans blocked pipes,” Schwabe explained. “This allows Augusta to use its expensive cleaning trucks more judiciously.”

Cityworks has made Augusta more proactive than reactive, according to Philpot, both overall and specific to its use with SL-RAT. “You can go through the system and check it—finding potential problem areas before they get too bad,” Philpot said. “The further you let it go on, the worse these incidents can be. And if you find one that needs attention, the crews can be out there immediately.” Philpot added that Cityworks came along at the right time for Augusta, after years of working in silos, and that the city has continued to reap benefits as more departments come online.

"INSTEAD OF SPENDING THE TIME AND MONEY TO CLEAN ALL THE PIPES, THE CITY NOW JUST CLEANS BLOCKED PIPES . " Steve Schwabe, Woolpert

Schwabe said communication through configuration— letting the software streamline your work processes—led Augusta to earn a Cityworks Exemplary User Award in December 2016. The award recognizes organizations that have applied Cityworks in non-traditional ways, leveraging the platform and empowering GIS-centric asset management for their communities.

“They’re not just looking at what Cityworks is designed to do, but they’re taking it a step further and asking how it can make their jobs easier,” Schwabe explained. “Cityworks wasn’t designed for SL-RAT inspections, but the city set up an inspection on the map and got creative.”

Schwabe credited the city’s receptive Utilities Department for its effective and ground-breaking implementation. “They don’t care what the product is, they just want it to work.

SL-RAT and Cityworks make their jobs easier and the citizens reap the benefits,” Schwabe said. “That mindset flows down from the director, Tom Wiedmeier, all the way to those in the field to make them better. Willingness to do that makes them successful.”

Utility crews using SL-RAT™ for inspections in the field.

Author Ryan Butler is a certified GIS Professional who works as a senior system analyst and phase manager for Woolpert’s geospatial discipline out of the firm’s Columbus, Ohio office.

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CITYWORKS

CITYWORKS CONFERENCE

CONFERENCE MAY 9-11, 2018 ENGAGE • DISCOVER • COLLABORATE At the conference, you won’t just learn about Cityworks—you’ll engage in the future of public asset management and equip yourself with the knowledge, skills, and resources you need to meet your goals and drive success in your organization.

Your Solution to Pavement and Asset Management

Sign Management / MUTCD Compliance 3D Pavement Modeling

Pavement Analysis

ArcGIS Online

Cityworks / MicroPAVER Interface

Council Presentations

4K Imaging

Crack Map Orthophotography

Visit transmap.com or call 614.481.6799 for more information.

PARTNER COMMUNITY

LIFE-CYCLE

CRITICALITY

BY RYEN TARBET, HEAD OF USA DELEGATION TO ISO 55000, ASSETIC, INC.

UNDERSTANDING AN INFRASTRUCTURE ASSET’S UNIQUE CHARACTERISTICS CAN EXTEND ITS LIFE SPAN —AND SAVE MONEY. ISO 55000 is the international standard for best practice in asset management. The purpose of asset management is to “translate the organization’s objectives into asset-related decisions, plans, and activities, using a risk based approach.” 1

Cityworks, GIS, and Assetic are software tools used to operationalize asset management. In the municipal environment, the organizational objectives are commonly the provision of services to stakeholders (citizens, businesses, regulators, etc.), and the asset management system is used to provide these services in a manner that extracts maximum value from assets over their life cycle.

The American Society of Civil Engineers (ASCE) releases the “Infrastructure Report Card” every four years. Our last report card gave America a grade of D+. According to the latest 2013 report card, America needed an estimated infrastructure investment of $3.6 trillion by 2020. That would work out to be just over $500 million annually.

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According to recent McKinsey & Company research, current global infrastructure spending is $2.5 trillion to $3 trillion a year, far short of the $6 trillion needed to meet the average annual demand for 2030.

This excludes the need to renew existing infrastructure, which is acute. Once an asset—whether it is a road, bridge, pipeline, or rail track—degrades beyond a certain point, it enters the “failure zone” in its life cycle.

The maintenance costs of failure zone assets are high, and consume resources at the expense of other assets. In addition, the service an asset provides (its value) declines substantially when it is in the failure zone, such as in the form of potholes, load restricted bridges, poor uptime in treatment plants, and leaky mains.

Investing capital in existing infrastructure at the right time, in the right place, reduces the proportion of assets that enter the failure zone. When an asset reaches the failure zone, it may become necessary to pour in emergency money. By paying attention to the factors that help estimate the point in the asset’s life cycle where it makes sense to invest in renewal, emergency spending can be avoided and maintenance costs can decline. This frees up capital for new

projects that further reduce maintenance demands and increase service levels.

that large amounts of data are needed to support a useful, yet practical portrayal of asset life-cycle profiles.

Cityworks, GIS, and tools such as Assetic can be crucial in meeting your service-level goals at an optimal cost and lowest risk. In short, these tools are essential components of your asset management system.

The fact is, we are already making infrastructure investment decisions with the data we have today. What is important is that we embark on the “asset management journey” and embrace continual and incremental improvement over time. This is an accepted best practice that allows us to get started on the asset management journey today, so we can improve our ability to develop optimal capital spending plans and proactively manage future maintenance costs and service levels.

ASSET DNA The unique characteristics of an asset—its location, construction materials, physical condition, and maintenance history—constitute its DNA. These factors determine how fast the asset degrades and how long it can last. In other words, they describe the shape of its life-cycle profile.

The use of life-cycle profiles is a best practice in asset management.

Asset owners often do not have robust asset DNA. In such cases, it is a best practice for organizations to simply estimate life-cycle profiles using their own local knowledge and the data they have at the time. It is a misconception

FOUR STEPS TO “THE ASSET MANAGEMENT JOURNEY” 1. UNDERSTAND YOUR ASSETS. Cityworks is essential to capturing asset DNA, which can be done over time and in the course of your normal operations.

CONTINUED ON PG 40

Street inspections based on street condition ratings.

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Renewal and maintenance costs rise quickly when an asset reaches the failure zone.

Cityworks naturally captures spatial location with performance and condition data. Combining this information with maintenance strategies and scores, Cityworks shows when assets are passing into the failure zone. Cityworks is the engine through which “ground truth” asset DNA is captured. Building this collection of DNA information can and should play out over timescales that are appropriate for your own organization and its goals. Furthermore, the amount and granularity of the data need only be enough to support appropriately informed decisions.

2. SET UP A TREATMENT FRAMEWORK. Through Assetic configuration, the next step is to tap into your organization’s asset-specific knowledge and renewal practices to capture the following:

40

•

When to intervene (early, middle, or late in the life cycle)

•

Intervention treatments used

•

Cost of the treatments

•

Impact of treatments on improving the asset

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3. PROJECT THE EFFECT OF CURRENT INTERVENTION PRACTICES INTO THE FUTURE. At this point, we have combined knowledge of asset life-cycle behavior (profiles) and renewal treatments with asset DNA information from Cityworks and the GIS. This establishes the best understanding of the asset’s life cycle from the data available at the time, which is configured in Assetic. We now let Assetic create optimized short-, medium-, and long-term renewal and spending plans. This is the baseline that shows how your asset portfolio will behave over time under the current treatment and funding strategy. This process has great value in illuminating the DNA your organization needs to drive better decisions, and provides a focused road map for expanding the use of Cityworks in your asset management journey.

Your organization can change its treatment strategies, budget strategies, or both to create capital renewal plans that align with your service-level goals and funding realities.

These are Assetic “what if ” scenarios.

4. CONTINUE THE JOURNEY. As capital rehabilitation and renewals are made, Cityworks continues to capture the outcome of the investment. This allows your organization to see whether your treatment strategies are effective in producing desired service-level outcomes. It also allows your organization to understand if its maintenance strategies are effective in getting assets to perform as desired over their life cycles. Your organization is now moving to a position where its day-to-day use of Cityworks is driving continuous improvement in service levels (value) from assets at the lowest cost and risk.

Heat map of assets in the failure zone measured by condition and maintenance score.

1. International Standards Organization. ISO 55000: Asset management - Overview, principles and terminology. Geneva, Switzerland: ISO, 2014. Print.

Future state of the asset portfolio under different Assetic capital renewal strategies.

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TECHNOLOGY

TOOLS & TIPS

CHANGING PROTOCOL: THE INS, OUTS, AND RISKS OF HTTP AND HTTPS

BY BRYAN CHADWICK, GISP, SYSTEM ARCHITECT | PUBLIC ASSET MANAGEMENT TEAM, CITYWORKS

Out of the box, ArcGIS Server 10.4 and above use HTTP (:6080) and HTTPS (:6443) protocols for communication. You may choose to leave your ArcGIS Server site in the default HTTP and

HTTPS

configuration,

but

be

aware

that HTTP transactions are not encrypted and may not be appropriate for all content.

O FP

This is in alignment with Portal for ArcGIS, which requires HTTPS, and the overall web community that is moving towards an almost exclusive HTTPS experience.

Unfortunately, for a testing environment, or for sites where getting a certificate and setting up HTTPS is not cost efficient, or even for a personnel issue, this tends to complicate things and cause issues for HTTP Cityworks sites.

The general rule is that you can show HTTPS data in an HTTP site but cannot show HTTP data in an HTTPS site. However, as a best practice, Cityworks encourages users to avoid going cross-protocol. If you decide to go cross-protocol, there is a good chance a modern web browser will block communication in one way or another.

Figure 1: The Protocol is set to HTTP And HTTPS under Security Configuration.

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This issue is not isolated to Cityworks. Cross-protocol calls are blocked in varying degrees by modern day browsers due to obvious security concerns. Even so, there is a fairly simple way that you can check to see what protocol your ArcGIS Server instance is using.

1

Log in to the ArcGIS Server Administrator Directory using one of these examples based on the specific environment: https://<server_name>:6443/arcgis/admin with no web adaptor (HTTPS)

https://<server_name>/arcgis/admin with web adaptor (HTTPS) http://<server_name>:6080/arcgis/admin with no web adaptor (HTTP) http://<server_name>/arcgis/admin with web adaptor (HTTP)

2

Log in using your primary site administrator account (for example, the same as you would for ArcGIS Manager).

3

Navigate to security > config and note what is provided under Security Configuration > Protocol.

If the Protocol is HTTP And HTTPS, then the services can be "pathed toâ&#x20AC;? using HTTPS with :6443 (no web adaptor) and HTTP with :6080 (no web adaptor) (Figure 1).

If the protocol is set as just HTTPS, you can modify it to HTTP And HTTPS or even just HTTP by clicking the update link next to Supported Operations at the bottom of the page (Figure 1).

Simply switch the protocol from the accompanying dropdown list and click Update. It may take a couple minutes to update because the ArcGIS Server service has to be restarted for the modification to take effect (Figure 2).

O P F

This should help clear up the cross-protocol issues that are preventing the GIS services from being read in Designer. For example, if the assets and fields are not available in the GIS Asset Form Configuration but you have the assets associated to the desired services (under GIS Service Layers), this could be a cross-protocol issue.

Figure 2: Update the Protocol from the drop-down list and click Update.

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CITYWORKS COMMUNITY

CITYWORKS

CONFERENCE BUILDING SOLUTIONS FOR YOUR ORGANIZATION

BY CAMILLE OLSEN, COMMUNICATION SPECIALIST, CITYWORKS

More than 900 people from around the globe gathered at the Salt Palace Convention Center in downtown Salt Lake City, Utah, for the Cityworks 2016 Conference. Preconference training

began

Sunday,

December

4,

followed by the conference held Tuesday, December 6, through Thursday, December 8. Cityworks’ community of users, partners, and

staff

collectively

shared

experiences

and exchanged knowledge in a variety of workshops and technical sessions while also enjoying countless networking opportunities.

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The conference began Tuesday morning with the plenary session, in which Cityworks president and CEO Brian Haslam discussed how clients can leverage Esri’s web map with Cityworks to provide real-time data to internal users as well as citizens. Haslam spoke about using the web map as a critical tool to combine dynamic data from a variety of sources. Presentations from Cityworks staff followed, presenting on the seamless integration of Cityworks with Esri’s apps such as Crowdsource Reporter, Workforce, Navigator, and the Operations Dashboard.

With the GIS-centric nature of Cityworks, Cityworks can provide seamless integration with Esri’s apps. Cityworks also revealed development updates supporting asset management initiatives. The design of the tool leverages

Insights for ArcGIS to deliver analytics, charts, and visualization of the data generated from Cityworks. This integration was accomplished seamlessly by utilizing Esriâ&#x20AC;&#x2122;s web map.

Informative breakout sessions, which began Tuesday afternoon and concluded Thursday morning, included presentations by business partners, users, and Cityworks staff. Topics ranged from FEMA disasters to financial planning and analytics. Attendees were also treated to a Cityworks Expo Reception Tuesday night, which provided guests with the opportunity to network with one another and Cityworks staff while enjoying music, food, and a performance by the Utah Jazz Stunt and Dunk Team.

The Cityworks Expo Hall was the hub of the entire event.

There, Cityworks users, exhibitors, business partners, and staff could gather daily to share knowledge, ideas, and discussion. Business partners showcased their services and solutions in the exhibit hall within the Cityworks Expo Hall and were ready to answer questions and discuss solutions.

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CITYWORKS COMMUNITY

CITYWORKS EXEMPLARY

USER AWARDS We are excited to announce the winners of this year's Cityworks Conference Exemplary User Awards. Congratulations on this great achievement!

CITY OF FAYETTEVILLE,

AUGUSTA, GEORGIA

CITY OF BARRIE,

NORTH CAROLINA

ONTARIO, CANADA

O P F ESKILSTUNA KOMMUN, SWEDEN

KING COUNTY, WASHINGTON

VILLAGE OF PLEASANT PRAIRIE, WISCONSIN

CITYWORKS

CONFERENCE OTAY WATER DISTRICT, CALIFORNIA

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SAVE THE DATE MAY 9-11, 2018 SALT LAKE CITY, UTAH

CITYWORKS

AROUND THE WORLD C hr is M ou

Lars Backhans from the Esri S-Group in Cape Town, South Africa

nt ee r from

Ci ty wor ks

in Va le nc ia

, Sp ai n, at

th e Fa lla s

Fe st iv al

USER COMMUNITY

ESRI PARTNER AWARD Cityworks is proud to have received the

Exceptional Partner-to-Partner Teaming Award at this year’s Esri Partner Conference in Palm Springs, California.

OTAY WATER DISTRICT, CALIFORNIA

Jack Dangermond, Esri president and CEO, presented Brian Haslam, Cityworks president and CEO, with the award recognizing Cityworks’ outstanding partnering success with Esri and Esri partners. Commenting about the award, Brian said, “I am very pleased that Cityworks has once again been recognized by Esri for our commitment to partnering. For me, it is especially meaningful to have received this award from Jack because we learned from and patterned ourselves after the best software business at partner-to-partner teaming—Esri and Jack.”

THANK YOU FOR YOUR GENEROSITY AND SUPPORT! Every Cityworks Conference, a silent auction is held to raise money for the TLC (Trichotillomania Learning Center) Foundation, a small non-profit dedicated to providing information about Trichotillomania (hair pulling), Dermatillomania (skin picking), and excessive nail biting. Partners and sponsors donate items to be auctioned off. A giving tree was also included for anyone who wished to donate anonymously.

We’re proud to announce our community raised nearly $12,000 for TLC in 2016! Thank you to everyone who participated! The money raised will go directly to TLC to further increase awareness.

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CIT YWORKS HONORS COL L E AG UE AN D FRI E N D, TOM PAL I ZZ I Relationships mean a lot at Cityworks. A strong, positive, trusted partnership between us, users, partners, and Esri has always been a part of our community. Such goodwill fosters critical, unique, and personal connections. One such connection began nearly 28 years ago.

Tom Palizzi and Brian Haslam met at the Arc/Info User Group meeting held at the University of Utah in 1989. A couple of years later, the two connected again when Tom became Esri's marketing representative for Utah. With their common interest in GIS, cycling, and love of bagels, Tom and Brian quickly became good friends.

For several years, they introduced GIS to people in a wide array of industries throughout Utah. Reaching every corner of the state, their combined experience in the fields of GIS and civil engineering produced a common view of how GIS can be applied in local government, public works, and utilities. They often talked about teaming up to build a business, and that talk became a reality when Brian started Azteca Systems, which Tom would officially join in 2001.

Bringing his experience in sales and marketing to round out the management team, Tom built the sales group that promotes and demonstrates the benefits of the Cityworks GIS-centric approach to communities coast to coast and around the world. He also built the marketing team that would develop the Cityworks brand and the message that resonates today.

"I knew Cityworks would be very special," said Palizzi. “Why? I think we said it best in one of our first ads: ‘Cityworks Works!’

At the City of Westminster, we imagined using the GIS to support day-to-day business. So for me, being a part of the

team that would revolutionize public asset management was the pinnacle of my career. I’m fortunate to have had this experience, though more so to have had the opportunity to be part of the Cityworks community.”

Tom was diagnosed with Parkinson’s disease (a chronic, degenerative movement disorder) in 2008. The cause is unknown and there is no cure. However, there are more than 1 million people in the United States living with Parkinson’s disease who continue to function and find purpose. Though he has shifted much of his attention towards helping people live well with the disease, Tom still finds time to help Cityworks out.

“Twenty-seven years ago, it was my good fortune to have my professional life cross paths with Tom,” said Brian Haslam, president and CEO of Cityworks. “He was my Esri rep, became a friend, and ultimately worked with me at Cityworks–Azteca Systems as a trusted business colleague.

As the GIS-centric approach and Cityworks itself took shape and became a major system for local government and utilities, Tom has always been a part of the plans, strategies, and successes. His impact on the Cityworks community will be long felt and always appreciated. Though he has stepped away from full-time involvement, we are pleased that he continues to benefit us with his wisdom, abilities, and friendship in an advisory role.”

On January 10, 2017, Cityworks hosted a retirement luncheon honoring Tom’s vital and far-reaching impact on the success of Cityworks. We thank him for his many years of service and wish him the best in his endeavors.

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11075 S. STATE STREET, STE. 24 SANDY, UT 84070

If you have received this newsletter in error, please call 801-523-2751 or email InPrint@Cityworks.com.

DYNAMIC DATA REPORTING FOR FAST EMERGENCY RESPONSE Emergency management is a priority for your community.

Cityworks, the leading GIS-centric Public Asset Management system, helps you build and maintain your response to critical infrastructure, keeping your community safe and resilientâ&#x20AC;&#x201D;a smart community.

Discover how the Cityworks web GIS-centric platform can revolutionize how you manage emergency response for your community.

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