Case Study: City of O’Fallon achieves faster, more organized citizen service responses with Cityworks

City of O’Fallon Upgrades Citizen Inquiry Service

The City of O’Fallon upgraded its citizen inquiry service to address a lack of consistent dispatching, reporting, and internal communication that complicated planning, management, and budgeting. To solve this, the City partnered with Cityworks and implemented the Cityworks® GIS asset management solution as the backbone of its new online citizen inquiry system.

The new system, accessible 24/7 via the City of O’Fallon website’s “Contact Us” portal, lets residents submit issue-type-based requests that are automatically entered into the Cityworks® Program and routed to the proper department with alerts. By using Cityworks’ GIS visualization to group assets and requests and by monitoring workflow centrally, City staff can create targeted maintenance activities and aim to acknowledge follow-up requests within two business days—resulting in faster, more organized responses and improved internal coordination.

City of O’Fallon

Gary L. Graham

Mayor