ActiveG and Seattle Public Utilities

Seattle skyline
Seattle Public Utilities (SPU) in Seattle Washington has implemented ActiveG MapEngine™ as part of its Maximo installation, in order to improve call logging, response time for service crews and to provide accurate information to customers and crews.

Seattle Public Utilities’ Operations Response Center (ORC) is tasked with providing 24-hour customer response. The mission of the ORC is to be a point of contact for customers to call when there are problems with the water or drainage systems such as water leaks and overflows, no water, flooding, backups, etc. When water, drainage, and wastewater malfunctions are reported to the ORC, the ORC staff generates work orders in response to these calls and dispatches available crews.

Prior to the implementation of ActiveG MapEngine, ORC operators responsible for entering MAXIMO work orders had to search in an external GIS system for water service or drainage assets and then manually enter the asset number onto the MAXIMO Work Order. In addition, there was no way to display work orders on a map to see what work was open in the area, so duplicate work orders were often entered for the same problem and it was very difficult to provide concerned customers with information about ongoing work.

Now, ActiveG MapEngine is embedded in the Call Intake and Dispatching applications, giving operators the ability to select utility assets from the map based on an address query and to see existing work orders onthe map when entering a new call or work order – including viewing work orders that have been created in response to flooding where there may not be any SPU assets present.This has greatly reduced the time involved in entering calls and dispatching crews to respond to them.

It has also improved the ability to find work previously reported in a specific area which enables operators to provide crews and customers with better information and reduces the instances of duplicates.

About SPU

Seattle Public Utilities (SPU) is comprised of three major direct service-providing utilities: the Water Utility, the Drainage and Wastewater Utility, and the Solid Waste Utility. The Water Utility provides more than 1.3 million customers in King County with a reliable water supply; the Drainage and Wastewater Utility collects and disposes of sewage and storm water; and the Solid Waste Utility collects and disposes of recycling, yard waste, and residential and commercial garbage. All three utilities strive to operate in a cost-effective, innovative and environmentally responsible manner. SPU also houses the Engineering Services line of business, which serves both City departments and outside agencies, providing efficient, customer-oriented engineering services that assist clients with replacing, improving, and expanding facilities with the least possible disruption to the community.

At A Glance



  • Water/Waste Water Management

Key Challenges

  • Provide water/wastewater service for 1.3 million retail and wholesale customers
  • Protect the environment and promote public health
  • Tie to Customer Information System

Solution and Services

  • Esri GIS integration with Maximo via ActiveG MapEngine

Existing Environment

  • Maximo 7.5

Implementation Highlight

  • Operational

Key Benefits

  • Reduce call logging time
  • Reduce response time for service crews
  • More accurate information for crews and customers
  • Integration with SPU internally-developed map services