The Town of Herndon migrated from a desktop version of Cityworks to the 2012.1 server version to improve work order management and expand use to other departments. They deployed the Cityworks server in 2012 and have expanded use of service requests and work orders in public works. Other departments now submit service requests directly in Cityworks and citizens can submit requests through the town website. Community development uses Cityworks for land use applications and permitting. The next steps are to expand use of Cityworks for permits, inspections, IT service requests, and integrate with other systems.

1. Our migration from Desktop to 2012.1
Ken Holbert
Town of Herndon Cityworks Administrator

2. About the Town
Population 25,000
Residential, Corporate Offices, Hospitality, Retail
20 Miles west of Washington DC, 2 miles from Dulles
Jurisdiction within Fairfax County
Primary Resident Services
Public Works, Planning, Police, Parks & Recreation
Cityworks Enterprise License user since 2008
12+ Primary users

3. FY 2012 Goals and Objectives
Migrate from Desktop to Cityworks Server
Expanded use of Work Orders in DPW
Expand the use of Cityworks in the town to other departments
beyond Public Works
Community Development (Planning and Zoning Enforcement)
Direct access to Service Requests by staff
Better utilization of GIS features for Asset and Case
management
Better utilization as a decision support tool

4. Online Refuse Collection Day

5. Today’s Situation
Cityworks Server 2012.1 deployed
DPW manages 70% of work via Service Requests
and Work Orders
Permits, Vehicle Maintenance, and Engineering
applications 2013
Staff submit Service Requests directly via
Cityworks Server
Citizens can submit Service Requests via Timmons
Request Logistics application on town website
A variety of Community Development land use
application workflows have been developed in
PLL.

6. From Desktop to Server
Installed Server 2010 on virtual application server Dec 2011
Got Community Development buy-in via demos January
Introduced non-DPW staff to Cityworks Server for
service requests
March
Community Development ZMA workflow development/
PLL training with Azteca/Timmons
June
Virtual GIS server for Cityworks database (Windows
Server 2008, SQL 2008)
July
Cityworks 2012 – Windows authentication,
Zoning Enforcement complaints and workflows
August
Cityworks 2012.1 – PLL workflow development Sept
Community Development AMS/PLL training October

7. DPW Cityworks Users
Facilities
Grounds
Water
Sewer
ROW
Storm
Street
Refuse
Traffic

8. Staff CRM Service Request Flow
Database

9. Supervisors process Service
Request in Cityworks
Service
Request
Service
Request Supervisors
Completed
Crew
Does SR need Work?
Investigate
Work
Order
No Yes

10. Supervisors process Work Orders in
Cityworks
Labor
Work
Orders
Equipment
Materials
Management
Reports

11. GIS map displays locations of applications/cases
Track application workflow
Multirole security
Multi department workflow
Automatic fee calculations
Document management
Sophisticated query and reporting
Web-based GUI, enterprise database
MS Office integration
Community Development
(Planning and Zoning) Database
Requirements

12. Server PLL streamlines and automates the work
process including:
Application routing
Plan review
Fee calculations and collection
Licensing renewals
Workflow and tasks
Inspections
Management sign off and tracking
Reporting
Cityworks PLL Functions

13. Create a new Case
Intake Sequence
 Add Main
 Add: Address & GIS
 Add: People
 Add: Contractor
 Add: Data Group
 Add: Related Documents
 More….
Track Workflow
Complete assigned tasks
Milestones
Searching for cases
Case (application) Process
Overview

14. Cityworks Maps and Dashboard

15. Administrator
Challenges/Issues
Managing component compatibility
Versions of Cityworks Server, Server OS, ArcGIS Server,
Database, Browser, RL must be synchronized
Managing production/test environments
“HOT” rollouts and updates don’t allow time to
discover bugs
Managing users accounts, roles, GUI’s
Designer, AMS Admin, PLL Admin
Windows Authentication
Management must establish performance measures/
policies in order to measure program progress/ROI

16. Next Steps
PLL&AMS
Permits
 DPW and CD
Zoning Enforcement
Inspections
IT Service Requests
Performance policies and dashboards for
management
County GIS parcel information integration
Financial System integration
Employee pay rates, customer accounts
