Case Study: St. Louis, Missouri achieves streamlined, integrated citizen service management with Cityworks

St. Louis, Missouri - Customer Case Study

St. Louis, Missouri turned to Cityworks to replace a DOS‑based citizen service system that handled roughly 120,000 requests per year. The old system was not GIS‑enabled, required manual duplicate searches, had no Q&A scripting (making CSR training slow), and forced departments to maintain separate Access databases, creating data silos and preventing managers from analyzing trends.

Cityworks was implemented as the central tracking platform for CSB calls and dispatcher entries, routing requests to about 55 agencies (seven receive ~80% of volume). By putting CSB, dispatch, and operating departments in the same Cityworks system, the city eliminated paper processes and duplicate truck dispatches, consolidated Forestry’s three Access databases, and created an online citizen form that immediately issues request numbers. Managers can now drill into data and export to Excel, improving response times, reducing wasted labor and costs, and enabling future expansion with Cityworks work orders and Server for field access.

St. Louis, Missouri

Cindy Riordan

Customer Service Manager