Responding to Citizen Requests in Torrance—Using GIS to Focus Field Investigations

In 2003, the City of Torrance Public Works Department began using IBM Maximo system for tracking citizen requests for sidewalk, curb, and gutter repair. By April 2007, an overwhelming 45,000 calls and Web requests had been entered into the system and city crews had difficulty keeping up with demand. To visualize the demand, city GIS staff identified demand density from request locations and overlaid it with city park and school data layers. Different priority levels for field evaluations were assigned to specific areas that had easily identifiable demand hot spots. An overview map and larger-scale, detailed maps were created to help organize a plan to prioritize requests, making the process more efficient. As a result, the city was able to be more responsive to citizens in handling their questions and expectations and to provide division and department managers with the most up-to-date information.

Courtesy of the City of Torrance, California.