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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
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
Project Description
• 2011 – Council resolution to implement “Service London”
• 2012-2014 – Selection of enterprise platform, implementation partner
• 2014-2015 – 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 3
• 2018 – CRM Phase 4
• 2019 – Integration with Azteca Cityworks, Amanda
http://www.london.ca/city-hall/Civic-Administration/Service-
Areas/Documents/Service-London-Implementation-Plan.pdf
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
CRM Service Request Form
Service Request – Select a Subject
“Closest Address” Problems
No street facing addresses Closest address in a different “beat” polygon
CRM Phase 2
• September 2016 - 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
System Architecture
Microsoft Dynamics CRM 2015
Custom plugin methods invoked when service request set to Submitted or other status:
ServiceRequest_CreatePostServiceRequest_UpdatePost
https://intramap.corp.city.london.ca/GISQueryServices/CRMService.svc/GetLocation?x=476477.2639677283&y=4757835.466526702&srGUID=&srTypeCode=POPG01&srUser=CORP\dethomps&srStatus=Open&SavePoint=false&callback=jQuery21108201492653976581_1498766911279&_=1498766911281
CRMServiceWeb Service APIGetLocation,GetPortalLocationGetConstruction, CreateParkPoint …
Existing CRM to GIS web service
Existing web service methods
Existing CRM plugins updated in CRM Phase 3
ArcGIS Server
CRM browser client
Geocortex map client
Production geodatabase
REST end points
SQL Server Native clientspatial queries
Service London Web Portal
https://service.london.ca
• April 2017 - 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
https://service.london.ca
System Architecture – Sept 2017
Microsoft Dynamics CRM 2015
Custom plugin methods invoked when service request set to Submitted or other status:
ServiceRequest_CreatePostServiceRequest_UpdatePost
CRMServiceWeb Service APIGetLocation,GetPortalLocationGetConstruction, CreateParkPoint …
Existing CRM to GIS web service
Existing web service methods
Existing CRM plugins updated in CRM Phase 3
ArcGIS Server
CRM browser client
Geocortex map client
Production geodatabase
REST end points
SQL Server Native clientspatial queries
ADXStudio Web Portal
https://service.London.ca
CRM Phase 3
• September 2017 - 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
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
Microsoft Dynamics CRM 2015
Custom plugin methods invoked when service request set to Submitted or other status:
ServiceRequest_CreatePostServiceRequest_UpdatePost
Cityworks Web Service API
AMS.ServiceRequest.AddAMS.ServiceRequest.Update Cityworks
CRM “Organization”Web Service API
Organization.Update
Fulfillment of a service request triggers update web service call to CRM
Existing web service, currently used by AdxStudio Portal
Existing web services
CRMServiceWeb Service API
CWServiceRequestAddCWServiceRequestUpdate
CRMServiceRequestUpdate
AmandaClosing a bylaw complaint runs trigger which calls data broker API to update CRM
CSDC Web Service API
AddNewFolder
PL/SQL Trigger
CRM, AdxStudio, Cityworks, and Amanda
2019ADXStudio Web Portal
Questions?
201 Queens Ave, Suite 300, London ON N6A 1J1
P: 519.661.CITY (2489) x 5691 | Cell: 519.854.5772
[email protected] | www.london.ca
Dean Thompson
Manager II, Application Development
Information Technology Services Division
City of London