Every Call Counts: Turning Sewer Complaints into Actionable Infrastructure Insights
Every Call Counts: Turning Sewer Complaints into Actionable Infrastructure Insights
Abstract
Sewer issues are often tracked as individual service calls, but hidden within those calls is valuable information that can drive maintenance planning, infrastructure investment, and regulatory compliance. The Village of Northbrook partnered with Municipal GIS Partners to enhance its existing On-Call Tracking program and create a connected sewer management solution that transforms operational data into actionable intelligence. This session explores how Northbrook expanded an existing workflow to capture sewer-specific information, automate stakeholder notifications, empower field crews with mobile GIS tools, and provide decision-makers with a dedicated dashboard for monitoring sewer activity. Rather than creating a standalone system, the project intentionally integrated with existing on-call workflows, allowing sewer events to remain connected to broader Public Works operations while exposing the additional information needed for sewer management and reporting. Attendees will learn how GIS, Survey123, Field Maps, dashboards, and Power Automate were combined into a unified operational workflow. The presentation will demonstrate how field staff can update sewer calls and collect new observations in real time, how automated notifications improve communication, and how sewer call data can be analyzed to identify recurring problem areas and support infrastructure planning decisions. Whether you work in Public Works, Utilities, GIS, or Asset Management, this session provides a practical example of how organizations can move beyond simple service request tracking and create a scalable, data-driven approach to maintenance planning, operational efficiency, and regulatory compliance while maximizing the value of existing GIS investments.