Case Study: City of Evanston achieves GIS-driven asset management and improved customer service with Cityworks

City of Evanston - Customer Case Study

The City of Evanston faced the need to better track water and sewer asset work and customer requests in a GIS-based asset management system. In 2004 the City migrated from a rudimentary system to Cityworks, initially using Cityworks Desktop and later adopting the service request module in 2008 to centralize work and call tracking.

Cityworks allowed the City of Evanston to track over 100 work activities and nearly 50 customer call types, produce timely data for annual reports, identify CIP priorities, support stimulus and FEMA reimbursement claims, and use main-break data to guide water-main replacement planning. The City is integrating Cityworks with its citywide CRM (GovQA) via the Cityworks API, expanding work-order tracking in Public Works, and planning a move to Cityworks Server AMS to support more users and field data entry, delivering measurable improvements in reporting, planning, and customer service.

City of Evanston

Amanda Ault

GIS Analyst