Case Study: City of Akron achieves streamlined 311 service and enterprise-wide asset management with Cityworks

City of Akron - Customer Case Study

The City of Akron’s 311 Call Center — which handles roughly 60–70,000 non‑emergency calls annually and supports the Department of Neighborhood Assistance’s Nuisance Compliance Division — needed a rapid replacement for its failing, out‑of‑maintenance call‑center software with no downtime. The city chose Cityworks as its CMMS and enterprise asset-management platform to modernize call handling, service-request tracking, and nuisance‑compliance workflows.

Working with implementation partner POWER Engineers, Cityworks was configured through an interactive discovery and testing process, migrated and geocoded 700,000 years of backlog data, and went live in April 2015 with no system downtime. The Cityworks deployment shipped 48 service‑request templates and collected 1,200 requests in week one, then 34,585 requests (avg. 5,764/month) and 6,031 cases (avg. 1,005/month) from April–October, delivering a single GIS‑integrated system for service requests, work orders and PLL cases that reduced duplication, automated district and cycle assignments, and enabled future mobile and PeopleSoft integrations.

City of Akron

Darren Rozenek

GIS Coordinator