Central Arkansas Water (CAW) has more than sixty users operating Cityworks on laptops in the field, keeping critical asset management data up to date in real time. Currently using Cityworks in its distribution, customer service, administration, and engineering departments, CAW has leveraged one centralized database configuration.

Vince Guillet, GIS Manager at CAW, said, “With Cityworks, we have been able to leverage our investment in Esri software and our geodatabase, extending our GIS capabilities. Central Arkansas Water has converted treatment plant assets into existing geodatabase architecture to allow one system for both linear and vertical asset management.”

Since implementing Cityworks, CAW has moved from paper-based work orders to a nearly 100 percent digital work management process. Information derived from Cityworks—including work order costs down to the asset level—is used for reporting, planning capital improvement, tracking online and in-house customer service requests, tracking work order costs by project, and managing warehouse inventory. For tracking compliance and reporting on U.S. Environmental Protection Agency (EPA) initiatives, such as Effective Water Utility Management (EUM) standards, CAW uses Cityworks to track items such as the number of leaks per mile of pipe, number of water quality complaints, and so on. Cityworks leverages APIs for online customer problem reporting, and Designer allows staff to extend, configure, and customize the program without custom programming.

“Cityworks has provided Central Arkansas Water with a virtually paperless process, capturing more detailed information and attaching it to each asset to be used for capital improvement planning,” said Guillet. “Our reporting process has been simplified, specifically for items required by the EUM standards. We can now schedule and track work more efficiently and set up preventative maintenance work orders to be generated automatically. It’s easier to access existing data to see if problems are recurring due to certain pipe configuration or system conditions.”

CAW is currently expanding their Cityworks user base to include the customer service field section, which is responsible for high-volume work order management related to meter shutoffs, meter checks, re-reads, and other meter-related issues. They will be implementing Server AMS, enabling staff to utilize field mode so that they can use iPads to access Cityworks. Using JSON web services, they plan to integrate directly to their Customer Information System, enQuesta, by Systems & Software. This will allow the customer service department to open and close work orders in both Cityworks and enQuesta, and have work orders automatically routed to the appropriate database, keeping each system constantly updated.

CAW also plans to implement a more formal condition assessment and inspection process to take advantage of Cityworks’ asset analytics and heat mapping functionalities. They also want to start using Cityworks Analytics to track key performance indicators (KPIs) for EUM reporting.

“Central Arkansas Water is a Cityworks user that has taken our software and ran with it,” said Brian Haslam, president and CEO of Azteca Systems. “The way they are utilizing the software in so many different areas within the organization is remarkable. We’re always pleased to see clients putting Cityworks to use in the field, and Central Arkansas Water’s sixty field users is outstanding. We have many strong water utility users and are pleased to know that Central Arkansas Water falls into that category.”

About Central Arkansas Water

Central Arkansas Water is a metropolitan water system serving a population of approximately 400,000 residential, commercial, industrial, and master-metered water customers across five counties. Customers include the City of Little Rock and more than a dozen other cities and communities of central Arkansas.


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