Case Study: City of Charlotte boosts constituent services and cuts licensing costs 60% with Google For Work Maps

City of Charlotte improves constituent services with Google Maps API for Business

The City of Charlotte, a large and growing municipality in North Carolina, needed a faster, more user-friendly way for staff and contact-center representatives to access real-time, location-based information from many siloed business systems. Legacy GIS tools were slow, difficult for non‑GIS staff to use, and required multiple applications and clicks to respond to citizen requests, so the city sought to improve services, reduce costs, and increase operational visibility.

Charlotte implemented Virtual Charlotte by combining ESRI’s ArcGIS Server with Google Maps API for Business, giving a single, familiar interface that visualizes nearly 100 layers of live operational data (311 calls, permits, traffic incidents, vehicle tracking, etc.). The solution sped up responses, improved interdepartmental coordination, enabled citizen self‑service (e.g., waste‑pickup zones and schedules), and cut licensing costs by about 60%.

City of Charlotte

Jeff Stovall

Chief Information Officer