 |
|
|
|
|
The City of Long Beach recently replaced its Work Order Management System with Cityworks by Azteca Systems, Inc. Cityworks has been in production at Long Beach since January of this 2002, and two city departments use the new system. The Public Works department handles the maintenance of streets, trees, structural & traffic operations. The Parks, Recreation and Marine department uses Cityworks for Marine Maintenance, Beach Maintenance, and Park Facilities upkeep.
Cityworks is a GIS-based service request and work management system. It is used with ESRI's ArcGIS software, and allows City Departments to issue and track work orders, manage customer needs, and inventory physical assets in one environment.
The City of Long Beach uses the Cityworks Service Request Manager to receive calls and dispatch investigators. Once the initial status is determined, the request is automatically routed to the appropriate departmental customer service representative. By using GIS geocoding and map display capabilities, the caller's location and proximity to infrastructure features, and all other enterprise-wide GIS data, service requests and work orders, is displayed. Upon investigation, the Public Works or Parks, Recreation and Marine department may convert the request into a work order and assign it to a crew. Labor, materials, and other cost are then attached.
In addition to using the primary service request and work order management system, Long Beach also utilizes the Cityworks Storeroom and Call Center extensions. Parts and materials are inventoried in the Cityworks Storeroom module, issued to individuals or work orders, or transferred among any number of inventories. The Call Center, or 311, application allows call takers to quickly create service requests and answer request related questions. Call Center takes advantage of the city's GIS by helping call takers locate problems and associate new calls to existing requests.
|
Printable Version