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

dethomps@london.ca | www.london.ca

Dean Thompson

Manager II, Application Development

Information Technology Services Division

City of London