Utility Stakeholder Teams: A Collaborative Group Committed to Raising the Bar

An Address is to a Location as a Social Security Number is to a Person

Make Confident Decisions on Community Assets with Asset Management

A Rising Interest in Emergency Event Support

So, Here’s a Story (Map)

Fast Forward to Better Service, Delivery, and Performance!


In October 2015, the city and village managers in the GIS Consortium approved a recommendation made by leaders from their communities, to negotiate with Accela for the purchase of their Customer Relationship Management solution (formerly PublicStuff). Prior to this recommendation, the communities engaged in this project were using a variety of methods to track requests for service. The common challenge was that they were unable to easily share the information with each other or with the public, and this wasted valuable staff time. This is a short explanation of key accomplishments the Citizen Service Request Workgroup made in just 1 years’ time, which is really something to celebrate! 

 

Negotiating a Win-Win Agreement with Accela 

By the end of January 2016, the communities approached Accela as a group to create a one-of-a-kind agreement. This agreement assists communities with receiving discounts on the annual subscription cost of the software, the cost per integration, the cost for add-on features, and a reduction in the percentage for future price increases. As a result of creating this unique agreementAccela benefits by onboarding many new clients at once, establishing stronger presence in Illinois, and lowering their cost of sales. 

 

Standards and Governance 

By the end of February 2016, the communities standardized a list of service request types and definitions. The group that spearheaded this effort worked diligently to ensure the standards mirrored what a typical resident would requestSome examples of these include: Fallen Tree Limb, Construction Concern, Graffiti, Tall Grass and Weeds, Street Light Out, and Water Quality Concern.  The solution offers communities the best of both worlds: structure and flexibility with the administration of the system  

 

8 Communities Launch Initiative in the First Year! 

A short six months into the initiative, four communities have already gone live with the system: Lincolnwood, Downers Grove, Riverside, and Des Plaines!  Elk Grove Village, Mount Prospect, Buffalo Grove, and Norridge are set to launch before the end of 2016Here is what a couple of them have to say since their implementation: 

 

Doug Petroshius, Assistant Village Manager in Lincolnwood says, “In Lincolnwood the CRM is enhancing communication by providing residents updates on service requests, by making it easy to access the village staff directory, and by receiving priority information from the village through push notifications. The Village of Lincolnwood app has also been well received by the Board members and other community leaders.” 

 

Megan Miles, Downers Grove Management Analyst says, Our staff found the system easy to learn and use, and that benefits our residents because we have a good tool that allows us to quickly find and relay information to them.” 

 

Planning for the Future 

Only a year ago, this project collaboration was merely an idea to solve two prevalent pain points: to enhance communication and service to residents, and to provide a more robust, user friendly tool for community staff. The leaders of this GIS Consortium initiative made these outcomes possible and we congratulate all of them for this tremendous accomplishment. The year 2016 produced robust advancementsand we can’t wait to see what 2017 brings!  


Take the Lead 

Discover, innovate, and collaborate with the GIS Consortium today! Contact your community’s GIS Specialist to discuss project opportunities, Consortium services, and GIS.  


If you would like to learn more about this initiative or if you have questions, please contact agrahovac@mgpinc.com. 

 

Author: Maria Storm, MGP Client Experience Manager

Crystal Lake Teams up with GIS to Fight Fires in Lakewood

Crystal Lake Fire Rescue Department

Is it possible to save resources, improve community services, and help a fellow neighbor all at the same time? If you ask Crystal Lake, the answer is an enthusiastic “Yes!” 

 

In 2015, Crystal Lake’s neighbor, the Village of Lakewood, was in search of a new fire service provider. That summer, Lakewood approached Crystal Lake with a proposal to enlist the Crystal Lake Fire Rescue Department as the new provider with the caveat that the city would provide more efficient and cost-effective services.  

 

Fighting Fires With GIS 

 

Enthusiastic to help, Crystal Lake turned to its GIS program for assistance with the endeavor. To better understand if the city would be able to effectively provide this service, the fire department collaborated with the city’s GIS program to answer the following question: Can the Crystal Lake Fire Rescue Department respond from each station to all areas of Lakewood more effectively than the village’s current provider?  
 

Evaluating Distance Response Times

 

Crystal Lake’s GIS team created an emergency drive response time map to analyze how long it would take emergency responders to travel from the station to different areas of Lakewood. The team discovered that Crystal Lake is able to respond faster than the current provider. Upon reviewing various resources, Crystal Lake’s bid, and the drive time analysis, Lakewood chose to unite with the Crystal Lake Fire Rescue Department as the community’s new fire protection service provider.  

 


A New Year, A New Beginning 

 

January 1, 2016 marked the first official day of the new fire protection partnership. To ensure that the two communities made a successful transition sans service interruptions, the GIS Program developed a plan to facilitate the changeover. The GIS team and the fire department joined forces to use drive time analysis to map out ideal routes from each station to locations throughout both communities. The results and maps were shared with the staff to inform them of the new coverage area, and fire protection services were set into motion. 

By leveraging GIS and coordinating with the fire department, Crystal Lake and Lakewood combined resources and ideas to provide fire services to both communities. This collaboration enabled each community to receive efficient and effective services while saving time and resources. 

 

Take the Lead 

 

Discover, innovate, and collaborate with the GIS Consortium today! Contact your community’s GIS Specialist to discuss project opportunities, Consortium services, and GIS.  

If you would like to learn more about this initiative or if you have questions, please contact agrahovac@mgpinc.com. 

 

Author: Alexandria Caputo, GIS Specialist in Crystal Lake