Case Study: City of O’Fallon achieves faster citizen responses and streamlined service requests with Cityworks

City of O’Fallon - Customer Case Study

The City of O’Fallon had no consistent system for dispatching or tracking citizen service requests, which led to communication gaps that complicated planning, management, and budgeting. To improve responsiveness, the city upgraded its online “Contact Us” citizen inquiry service using Cityworks, the GIS-based asset management solution, accessible via www.ofallon.org.

Cityworks automatically enters and routes requests to the correct department, sends alerts, catalogs inquiries for review, and uses GIS visualization to group assets and create maintenance activities (inspections, preventive or reactive work). The 24/7 system improves workflow and internal communications, is monitored by the Administration Department, and targets follow-up within two business days—delivering faster, more organized responses and better maintenance management for the City of O’Fallon.

City of O’Fallon

Dan Gentry

IT manager