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This presentation will discuss the technical aspects of developing and implementing the Cincinnati Customer Service Request system. The system was created by the Cincinnati Area Geographic Information System (CAGIS) with assistance from the Telecom and CINSY sections of the Regional Computer Center. The system leverages CAGIS's extensive integration of the GIS with transactional data stored in an Accela Permits Plus database. Cincinnati is in the middle of a three-year project to implement the system. As CAGIS works with each department on its service requests, data and workflow hurdles are identified and analyzed. As a result, new projects are created to ensure that the vision of progressive improvement in customer service delivery, not just customer service tracking, becomes a reality. Supporting projects underway include the automation and enterprise tracking of city-owned property and right-of-way, inventory of poles and signage, and improvement of data to link requests to infrastructure features.