City of Hilliard Service Request Center Implementation for Work Order and Asset Management
EMH&T assisted the City in the development of a MapGuide GIS service request tracking application. The application tracks all non-emergency service requests in the City including citizen incidents, complaints, and requests. Additionally, the City is required to submit to the EPA an annual report of complaints, incidents, and requests dealing with illicit discharges into the city’s drainage system. With the new service request system, this helps the City to respond to the EPA requirements.
The system tracks service requests through investigation, work order and completion. Also, the application can provide reporting and long tracking of all requests. Some of the direct benefits of the system are: improved citizen and staff access, measurement of performance/providing accountability, integration of valuable data sources including GIS, and promoting collaboration between service providers.