The City of London Microsoft Dynamics CRM and Esri GIS Integration

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1 The City of London Microsoft Dynamics CRM and Esri GIS Integration Presented by Dean Thompson, Manager, Application Development Hossein Eghanian, Business System Analyst Tyson Jauniaux, Business System Analyst April 4, 2018

2 Organization Overview GIS Development team within the City of London Information Technology Services division Support of enterprise application platforms including Dynamics CRM and ArcGIS Server Custom software development Not conventional GIS analyst positions or activities Using Esri tools since early 1990s and developing custom web map applications since 1998

3 Project Description 2011 Council resolution to implement Service London Selection of enterprise platform, implementation partner Installation of CRM Phase 1 Roads & Transportation, Solid Waste 2016 CRM Phase 2 Parks Operations, Basement Flooding, 2017 Service London web portal 2017 CRM Phase CRM Phase Integration with Azteca Cityworks, Amanda Areas/Documents/Service-London-Implementation-Plan.pdf

4 CRM Phase 1 Installed Microsoft Dynamics CRM live in March 2015 Created service requests for two business units: Roads & Transportation: potholes, snow removal complaints Solid Waste: missed garbage or recycling pickup Most software development by implementation partner GIS team provided initial GetLocation web service Returned closest address and coordinates

5 CRM Service Request Form

6 Service Request Select a Subject

7 Closest Address Problems No street facing addresses Closest address in a different beat polygon

8 CRM Phase 2 September extended CRM to three new business units: Construction Administration: road construction complaints Sewer and Waste Water: basement flooding complaints Parks Operations: vandalism, garbage, discarded hypodermic needles Significant improvements to GIS interfaces Street names with from / to intersections for road complaints Potholes could now be reported on the road where they occured Spatial analysis to find current road construction projects Determination of adjacent park facilities, major sports fields Collection of service request points in a feature class

9 System Architecture Microsoft Dynamics CRM 2015 Custom plugin methods invoked when service request set to Submitted or other status: ServiceRequest_CreatePost ServiceRequest_UpdatePost Existing CRM plugins updated in CRM Phase 3 GetLocation?x= &y= &srGUID=&srT ypecode=popg01&sruser=corp\dethomps&srstatus=open&savepoint=f alse&callback=jquery _ &_= Existing CRM to GIS web service CRM browser client CRMService Web Service API GetLocation,GetPortalLocation GetConstruction, CreateParkPoint REST end points Geocortex map client Existing web service methods SQL Server Native client spatial queries ArcGIS Server Production geodatabase

10 Service London Web Portal April extended CRM with ADXStudio web portal Customized product to include our CRM map More improvements to GIS interfaces spatial logic to validate citizen service requests Potholes have to be within the road allowance Park problems have to be within a park Garbage complaints have to be on a property spatial proximity to detect duplicate service request attempts Map symbols and logic to deter duplicate pothole reporting

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12 System Architecture Sept ADXStudio Web Portal Microsoft Dynamics CRM 2015 Custom plugin methods invoked when service request set to Submitted or other status: ServiceRequest_CreatePost ServiceRequest_UpdatePost Existing CRM plugins updated in CRM Phase 3 Existing CRM to GIS web service CRM browser client CRMService Web Service API GetLocation,GetPortalLocation GetConstruction, CreateParkPoint Geocortex map client REST end points Existing web service methods SQL Server Native client spatial queries ArcGIS Server Production geodatabase

13 CRM Phase 3 September extended CRM to two new business units: Forestry Operations: tree trimming requests Water Operations: water leaks, meter replacements Significant improvements to GIS interfaces Street names with from / to intersections for road complaints Potholes could now be reported on the road where they ocured Spatial analysis to find current road construction projects Determination of adjacent park facilities, major sports fields Collection of service request points in a feature class

14 Cityworks Integration Summer 2018 We are working with ESRI Canada to install Azteca Cityworks here at the City of London CRM integration with Cityworks through our custom data broker interface Data broker will call OOTB Cityworks web service API methods to create service requests in Cityworks

15 CRM, AdxStudio, Cityworks, and Amanda 2019 ADXStudio Web Portal Microsoft Dynamics CRM 2015 Custom plugin methods invoked when service request set to Submitted or other status: ServiceRequest_CreatePost ServiceRequest_UpdatePost CRM Organization Web Service API Organization.Update CRMService Web Service API CWServiceRequestAdd CWServiceRequestUpdate Existing web service, currently used by AdxStudio Portal CRMServiceRequestUpdate Cityworks Web Service API Existing web services Amanda Closing a bylaw complaint runs trigger which calls data broker API to update CRM PL/SQL Trigger CSDC Web Service API AddNewFolder AMS.ServiceRequest.Add AMS.ServiceRequest.Update Cityworks Fulfillment of a service request triggers update web service call to CRM

16 Questions? Dean Thompson Manager II, Application Development Information Technology Services Division City of London 201 Queens Ave, Suite 300, London ON N6A 1J1 P: CITY (2489) x 5691 Cell: dethomps@london.ca