Every Call Counts: Turning Sewer Complaints into Actionable Infrastructure Insights
Skill Level: Beginner, Intermediate, Advanced
Intended Audience: GIS User, GIS Builder, GIS Developer, Management
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.
Presenter
Louise Hahn
GIS Analyst, MGP Inc.
Louise Hahn has been a GIS Analyst at MGP, Inc. since March 2015, specializing in consulting, data management, and data visualization. She enjoys partnering with local governments to identify challenges and develop innovative, practical solutions. Louise holds a Bachelor of Science in Environmental Science and Geography from Valparaiso University and is passionate about using GIS to support informed decision-making.