"Cityworks will provide the Town of Whitby with a solution to document, track and manage their infrastructure information, customer requests, and service requests within their current GIS environment," said Alex Miller, President, ESRI Canada. "Cityworks will leverage the power of ESRI's ArcGIS solution and provide a true customer relationship management solution."

The Town of Whitby is situated on the north shore of Lake Ontario and is the fastest growing municipality in the Region of Durham. It is a progressive community with a population of 110,000. The Town's investment growth of over $1.6 billion, the past ten years has made Whitby the "Community of Choice" for families and business in Durham Region. As part of the GeoSmart program, Whitby has been granted funds to implement a series of projects including the CRMS. As a rapidly expanding municipality, new and existing residents require a responsive approach to their requests. The project will encompass frequently requested information as well as entering service requests from around the municipality.

"After careful consideration, our committee selected the ESRI Canada solution because of its tight integration with our existing GIS initiatives and its ease of use," said Gary Cudmore the Manager of Information Systems. "The benefit of the Whitby CRMS approach is being able to deliver a higher level of customer service by integrating with the existing ESRI based GIS technology."

Using Cityworks, requests for service are logged in a single location by call takers who carefully evaluate and categorize all calls enabling them to forward the requests to the appropriate staff member. This enables the Town to be responsive to customers in a quick, efficient, and effective manner. Cityworks keeps track of all calls throughout the entire process, from initial contact to when work has been completed.

Although the initial project is for the Town's Operations Centre, it is anticipated that the CRMS will be expanded, corporate wide, to take advantage of centralized communication.

About ESRI Canada:
Established in 1984, ESRI Canada is a Canadian owned company specializing in geographic information systems (GIS) solutions. We distribute the world's leading GIS software solutions from ESRI Inc., Miner and Miner, and Azteca. In order to provide organizations with complete industry-specific solutions we have established an extensive business partner program that includes more than 125 Canadian organizations. ESRI Canada also provides professional services including consulting, training, technical support, and enterprise GIS implementation. We are leaders in providing world-class enterprise GIS solutions for many industries including local government, utilities, public safety and defence, business demographics, education, natural resources, and transportation. ESRI Canada has thirteen regional offices across the country, with headquarters in Toronto, Ontario. For more information, please visit http://www.esricanada.com/ or call 1-800-447-9778.

Media Contacts:
Heather Adams
Communications Specialist
ESRI Canada
T: 416-386-6463
E: hadams@esricanada.com
W: http://www.esricanada.com/
 

Gary Cudmore
Manager of Information Systems
Town of Whitby
T: 905-430-4300 Extension: 2328
E: cudmoreg@whitby.ca
W: http://www.whitby.ca/