Charlotte Uses Cityworks across Entire City

Sandy, UT – More than a thousand users from five separate departments at the City of Charlotte, North Carolina, are using Cityworks® to strategically advance work and asset management efforts across operating systems. Prior to Cityworks, a wide array of work management systems were used throughout the City, and many departments had more than one.

Charlotte first implemented Cityworks in 2007. They currently use Cityworks Office, Field, Storeroom, the mobile apps, Analytics, the service request and work order APIs, and Public Access in day-to-day operations. Using a combination of Crystal Reports and MSSQL Reporting Services, management now has fast, easy access to work performance information for better decision making. Across the enterprise, the system has processed more than six million service requests and work orders since initial deployment.

The Aviation Department (Charlotte Douglas Airport) has fully automated work orders and effectively manages tenant interactions through Cityworks. Charlotte Area Transit System (CATS) can better schedule and manage work on facilities such as shelters and bus stations. Solid waste services manages all customer service and administrative work orders, including bulky-item pickup and special services set-up and collections, through Cityworks. In all areas, process improvements have been central to the Work and Asset Management (WAM) program implementation.

“As the City pursues more sustainable infrastructure management practices,” said Shawn Coffman, deputy director, Charlotte Water, “Cityworks and Esri® are the critical tools in documenting and supporting continuous improvement. Field usage of Cityworks has significantly improved dispatch functions, eliminated millions of paper work orders, and has promoted more effective job costing across the enterprise.”

“The City of Charlotte is a shining example of the amazing results Cityworks produces for our clients,” said Brian Haslam, president and CEO of Cityworks. “Cityworks and ArcGIS® combine to form a system of engagement second to none. From the office to the field to customers’ cell phones, the Web GIS-centric™ portal improves nearly every facet of an organization’s workflow. Empowering GIS® for public asset management isn’t just a saying, but an absolute reality that has been proven time and time again.”