In May, we brought on a full-time programmer, Alan Thomas, as part of our Customer Support Team. Alan is readily available to assist our Customer Support Representatives, researching code and/or debugging against client databases to replicate and pinpoint specific issues. Immediate accessibility to Alan allows us to find resolutions quicker without diverting our core development staff.
Alan also develops various support tools for our clients, such as the Project 2010 Update Tool, which converts the existing Desktop project hierarchy to the new method of managing projects in Cityworks 2010 (highlighted on page 25). Three other tools are being developed to help clients prepare additional domain configurations and move from a test environment to the production environment, give new clients a method to quickly create a Cityworks configuration against their GIS database, and make changes to their work order and service request template descriptions.
In our Cityworks customer support database, we track all reported software bugs, problems, and, since June, all enhancement requests. We closely evaluate these enhancement requests to understand their viability and determine how best to incorporate them into our Cityworks development roadmap. More complex suggestions often require changes to long-established protocols, requiring thorough vetting before proceeding with the development. At the same time, our development roadmap must weave in support for new Esri software releases, database releases, operating system and browser upgrades, and other changes to peripheral software and processes. Above all, our primary goal is to provide a stable software platform. With over 400 licensed organizations, we receive many great ideas for enhancements. Since June 2010, we have entered 136 enhancement requests into our system. We appreciate our clients and value your input, and hope it shows through our responsiveness to your requests.
By Steve Thomas, Executive Manager, Customer Support, Azteca Systems, Inc.