Abstract

Improving CSR efficiency by integrating ArcGIS Server with the CIS
Track: Water, Wastewater, and Stormwater
Authors: Todd Pulsifer

The City of Columbus DPU has improved the efficiency of the Department's Customer Service Representatives (CSR) by integrating ArcGIS Server with the Customer Information System (CIS). Prior to the integration of ArcGIS Server, the CSR's did not have access to any impervious mapping information, the foundation of the charge, related to a customer's Stormwater bill and would often have to refer the customer to the Department's GIS group which detracted from a customer's overall experience. By developing a JavaScript based ArcGIS Server solution and integrating it with the CIS, the CSR's now have the ability to pull up a customer's impervious mapping information directly from within the customer's account in the CIS. This easy to use tool now allows a CSR to quickly view a map, view associated credits, answer Stormwater related questions and email the customer an impervious map thereby improving the customer's overall call experience and CSR efficiency.