Case Study: St. Louis, Missouri achieves faster, more efficient citizen service with Cityworks

St. Louis, Missouri, Utilizes Cityworks for Citizen Service Requests

St. Louis, Missouri faced fragmented, paper-based citizen service workflows—call-center staff and dispatchers logged requests on handwritten sheets, multiple divisions (Refuse, Traffic, Forestry, Building, Animal Care & Control, Street Department, Operation Brightside) operated in silos, and Forestry maintained three separate databases. To address these challenges, the City has used Cityworks, the GIS-centric management solution, since January 2009 to track all citizen service requests and streamline intake across departments.

Cityworks implemented an online citizen webpage that mirrors the Citizen Service Bureau intake, immediately inserts requests into the system with a reference number, and lets CSB staff and Traffic Dispatchers work simultaneously in the same platform. By consolidating workflows in Cityworks, St. Louis eliminated duplicate dispatches, removed multiple data-entry steps (including three separate forestry databases), improved follow-up response capability, and saved time and money; the City now plans to expand use with Cityworks Server to connect field employees.

St. Louis, Missouri

Cindy Riordan

Customer Service Manager