Work Management

Municipal governments, public works agencies, utilities, transit agencies, parks, airports, improvement districts and a host of related entities all work hard to keep their infrastructure safe and operational.  These organizations manage labor, material and equipment, and record the time and costs associated with keeping owned assets operational.  Nearly all of these agencies keep maintenance records and track work using a work order process. Cityworks was developed specifically for those that manage assets and the associated work to maintain them.

Maintenance management involves two fundamental practices – reactive and scheduled maintenance.  Reactive maintenance occurs when someone interacts with or recognizes a problem with an asset or with an infrastructure system.  For example, a citizen may call the local government agency to report a pothole or damaged street sign.  The work done to inspect and resolve the issue is known as reactive maintenance. Most reactive issues begin with a Service Request.

Scheduled maintenance is often referred to as preventive maintenance and is typically associated with regularly scheduled procedures to ensure the performance of an asset either individually or as a part of a larger system.  For example, streets and highways need periodic inspection to insure they meet specific criteria.

Cityworks provides a mechanism for detailed maintenance planning. By incorporating GIS visualization, the user can easily group assets by location, type, age, or other key parameters. These groupings can then be used to create maintenance activities such as tests or inspections. Cityworks has the ability to schedule preventative maintenance work orders and have them automatically generate subsequent work orders as each is completed or per a firm cycle.

Preventive maintenance can be scheduled in advance of specific assets or groups of assets. These work orders can be setup to repeat following a given cycle (daily, monthly, etc.,) once, or only on a given date.

Cyclical work orders contain the general information found on the original (parent) work order. Subsequent (child) work orders are automatically scheduled for printing and can be printed in batch mode.

Planning work can be accomplished using ad-hoc searching, budget analysis tools, or spatial search and selection tools. Asset information is easily queried and retrieved. Work orders can then be planned and created for specific assets. For instance, a query can be performed on the specific condition of sewer gravity mains in a neighborhood. From the selected set, a work order can be generated, scheduled, and assigned.

Scheduled work can easily be searched, listed and illustrated in the GIS map view. A search of date ranges, activities, assets, and other criteria can be used to generate detailed reports displaying schedules, assignments and other key information.

Both reactive and scheduled work orders can be pre-defined using user-defined work order templates.
Work order data and processes include:

  • Assets worked on and work performed
  • Assign, dispatch, status, prioritization, key dates
  • Associated documents and images
  • Searching and reporting
  • Task procedures with resource utilization and asset association.
  • Labor, material and equipment tracking and history.
  • Work orders with multiple assets with multiple tasks.
  • Multiple work orders associated to individual assets.
  • Cost estimating and comparison
  • Preventive (scheduled) or reactive maintenance work orders
  • Automatic work order creation using fixed or floating scheduling
  • Printing and emailing
  • Spatial display of work orders on the map

Work orders can be either attached or unattached. Attached work orders are associated with a specific asset feature or collection of assets. Unattached work orders are not associated with a specific asset feature, but are associated to a feature type and a general location, such as an address or intersection.

Work Progress
Cityworks includes the ability to track work performed on any asset at any given time and any work order through its lifecycle.  Users can easily search for active work orders and view them dynamically on the GIS map view.  Overdue work orders can also be tracked and work associated to a specific task, contractor or project can be monitored.

A user can select an asset or collection of assets and view the work history associated it.  Each work order, whether scheduled, in-progress or complete can be opened and viewed as needed.  Security features allow only specific users to view and/or edit work orders.

As work is completed, work orders are completed and closed.  And when a work order is closed, it no longer appears on the map view or in active searches.  Work orders associated with a service request automatically close the request, completing a reactive maintenance cycle.  Similarly, scheduled work orders automatically initiate a child work order per the defined cycle.

The GIS map is an integral part of the work management process. Map views are easily created using “event layers,” which are essentially map representations of database queries. Simple examples include mapping open work orders, work orders of a specific type or assignment; more complex map views include heat mapping and condition assessments for large areas or classes of assets that are useful for predicting future maintenance problems.

Work orders can be printed using user-defined templates that match existing look-and-feel, industry standards and/or other driving factors.  As well, users can print out the work order with an accompanying map that illustrates the area, attachments and a project inventory.

Associated documents and images
It is often necessary to attach related documents to a work order.  Cityworks allows users to attach virtually any type of digital file – images, documents, operations and maintenance manuals, photographs, CAD files, etc.

Cityworks supports a paperless office approach, allowing users to take service requests, work orders, tests and inspections into the field on portable devices, such as laptops or tablet computers.  Using Cityworks DataPump, a user can log in and extract all new and outstanding service requests and work orders, loading them onto the remote computer.  In the field, the user can easily update, edit and complete work, which in turn updates the Cityworks database upon return to the office.

Cityworks also supports real-time wireless network protocols, allowing work to be managed across the wide-area-network.  Cityworks Anywhere is ideally suited for remote work management.


Resource Planning and Utilization
Cityworks work management system is capable of tracking resource utilization for labor, material, and equipment. The system is flexible allowing agencies to design, organize and modify resources to effectively manage their use. In addition, resources costs can be tracked as estimated and actual.

Work activities can be tracked as to the resources and effort needed for each activity. Cityworks has the capability to report on these work activities, providing cost details and estimates. Each of the work activities can be linked to labor, materials, equipment, contract services, and specific assets, and tasks. Labor, materials, and equipment can be defined on a work order template as estimated cost and units/hours. The work order records actual costs while storing the estimated costs from the template.

Cityworks can provide estimates as to the amount of resources required for each activity type. Past performance and resources tracked in Cityworks can also be used as a guideline for determining resources needed for future workloads.

Using the search tools provided in Cityworks or third party report tools, administrators can easily determine resource costs and projected costs.  Labor, material, and equipment are organized in user-defined hierarchies. Costs can be adjusted to the specific resources on a periodic basis, either manually or in batch mode. Cost adjustments can also be made to the work order template estimated resources, at any time, thereby matching the plan throughout the year.

Cityworks supports a multi-level project manager in which the various proposed inspections, maintenance, CIP, and other activities are placed into any number of projects.

Graphically, the project manager is designed to function similar to Windows Explorer, projects are represented by folders and can contain folders themselves. The work activities are represented as documents within the project folders. The software supports a security model so that individual managers can alter their specific projects to meet their needs. Each project can be managed at the detail of individual activities as well as the project as a whole. This approach allows users to generate a variety of project reports. Projects “roll up” in the hierarchy, allowing a project that contains other projects to incorporate the sub-projects in all reports.

At the individual work activity level, Cityworks accounts for labor hours and costs associated with a work order for both employees and contractors.   Summary costs statistics are available for each work order, and can be broken out in a number of reports.

Cityworks tracks material and equipment use in a similar fashion At any time, the user can view estimated and actual materials assigned to the work order along with associated costs.  Material can also be drawn from warehouse inventory as they are encumbered and used. When implemented with Cityworks Storeroom (add-on software), users can track transactions while having additional security and functions.

Stock on hand is adjusted as materials are recorded onto a work order. If materials are removed from a work order, the stock on hand is adjusted to reflect a return to the storeroom. Material usage can be associated directly to tasks and asset entities.

Sub Task Management
In order to better manage and account for specific processes associated to a work activity; tasks can be defined to organize workflow. For example, in the case of a manhole inspection, the first step may be to set up a temporary barricade. Once the barricade is in place, the supervisor is instructed to file a Confined Space Permit (CSP) and obtain a CSP-KIT.  This helps ensure a safe work environment before the inspection crew arrives on the job-site.  Other tasks may include diverting flow or defining specific observations. Tasks can be added, in sequence, to a work order as needed. Each task is required to be marked with a completion date before the work order record can be closed. Tasks can also be associated with specific assets, and labor, material, and equipment costs.

The user can select appropriate tasks for each work order, drawing from a selection of options – hierarchy, group name, keyword, etc.  If a work order template has been created, tasks are predefined and will be included.


Querying and Reporting Work Activities
Virtually any data used on a work order can be used in a search, which can form the basis of an ad-hoc report.

The Cityworks search engine includes the following:

  • Searching on multiple field values from any number of fields
  • Search by wildcard for address names
  • Search on comment text strings
  • Save searches
  • Save searches can be used as basis for display as event layer
  • Combine searches, displaying results of both in a single list
  • Sort, rearrange columns, and remove records from list, in search results
  • Highlight assets on map from selected records of search results

A unique capability of Cityworks, search and reporting by geography can be easily done using the fully integrated GIS interface.  Search by feature, feature type, map page, tile numbers, or any other data element defined in the GIS.  Reports can all be associated to a specified geographical region or spatial data type.  For example, a user may wish to understand labor costs associated to a specific region or a specified boundary.

Ad-hoc reports can be sorted and grouped by field into multiple descriptive displays.  For example, a report may be able to group a set of Service Requests by Request Category as well as by Description.  The result would illustrate which category receives the most requests, together with which type of request is most common.

Results can be displayed in graphs, charts, tables and spreadsheets or exported to Microsoft Office products (Access, Excel, Word) or other products for further analysis or presentation.  The report tools support Bar, Line and Column formats as well as 3D views.

Users can easily create and save predefined reports, which can be shared among enterprise users, departments and divisions.

Cityworks is compatible with any third-party ODBC compliant search and reporting tools such as Crystal Reports, a widely used application. Being an open database model, it is easy to access Cityworks work data using other applications, as well.

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