Overview
The Virginia Department of Transportation (VDOT) contracted with Timmons Group to develop an information portal solution to support VDOT public call center operations. The portal leverages the Esri ArcGIS Silverlight API and Microsoft SharePoint 2007 content management software to integrate many core call-taker functions, including: maintenance work requests, roadway incidents and a public information knowledgebase in a map-centric interface. The goal is to provide location-based information to a call-taker in a timely manner to respond to citizen’s needs.
“At VDOT we continue to strive for excellence using GIS to serve our business units needs. We look at this project as an example for enhancing SharePoint and GIS integration efforts. It is important in these tough economic times to make full use of the existing technologies and leverage key integration points to allow us to work smarter and faster. Our call takers are already pushed to the limits, especially during poor weather or emergency events. We believe this portal project will put at these employee’s fingertips the tools necessary to provide improved customer service and call-taker satisfaction.” Said Murali Rao, Information Technology Director for VDOT.
Project Tasks Included:
- Application Planning – user requirements gathering, existing system integration planning, use case development and operation and maintenance planning
- Design – application architecture, user interface design, integration point design, work process design and data flow design
- Development – back-end application coding, UI coding, UAT and stress testing
- Deployment – installation, documentation development, operations training, end user training, testing, operations and maintenance support
Consulting Skills Required:
- Strategic Planning/Needs Assessment
- Business Process Refinement
- Application Architecture Experience
- Service Oriented Architecture (SOA) Knowledge
- GIS/Geospatial Applications Expertise
