2016 SAG Award Winners

City of Indianapolis/Marion County - Information Services Agency (ISA)

Project Goal

City of Indianapolis & Marion County Mayors Action Center (MAC) Customer Service Representatives (CSRs) are now empowered with information by using an interactive and click responsive GIS map widget, seamlessly embedded within the Salesforce CRM system.The newly integrated system enables the CSRs to be well informed of jurisdiction and potentially related cases when taking calls from citizens, which range from request for services,information and/or inquiry,and even complaints.The integration of the enterprise GIS system was built by creating a custom iFrame,using the ArcGIS API JS built on top of the Salesforce workflow.The custom widget also includes an address lookup service,validating against a centralized Master Address Database which has ties to the GIS parcel base.The integration is also smart enough to check spatially for varying department business rules for jurisdiction validation to ensure the appropriate local authority is responsible for providing the requested service.
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Business Problem Solved

By integrating enterprise GIS and automated business rules within Salesforce, multiple workflows have been combined into one, compared to the outdated prior business solution that was in place. Efficiencies have been realized by on-the-fly validation of addresses, jurisdiction and duplication checks that are dictated and driven by each agency’s own business needs and rules. This has created a much pleased workforce, as all required information is now at their fingertips, which in turn translates into satisfied citizens of Indianapolis and Marion County, who can now count on timely and accurate information when calling the Mayor’s Action Center.

NOTE: the below listed Primary Application URL (https://maps.indy.gov/salesforcemapwidget/) works in conjunction with Salesforce, to see functional results.

Technology Implemented

Esri ArcGIS API for JavaScript as a front end and Spatial Services on the back end.

Development Team Biography

Geneava Roembke, Applications Manager
Sandeep Barre, GIS Team Lead
Yruy Tritenko, GIS Developer