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Integrating a GIS Viewer with Customer Interaction Center (CIC) Screen. Forrest Horner Sacramento County California. Many ways to integrate SAP & GIS, …but want to make it easy to use a map. Topics To Discuss Back ground on Sacramento County Goal: Integrate GIS info with IS-U/CCS, cheaply

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Integrating a GIS Viewer with Customer Interaction Center (CIC) Screen

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Integrating a gis viewer with customer interaction center cic screen

Integrating a GIS Viewer with Customer Interaction Center (CIC) Screen

Forrest Horner

Sacramento County California


Many ways to integrate sap gis but want to make it easy to use a map

Many ways to integrate SAP & GIS,…but want to make it easy to use a map.

Topics To Discuss

  • Back ground on Sacramento County

  • Goal: Integrate GIS info with IS-U/CCS, cheaply

    • Basic linkage to GIS: Connection Object

    • Display map info to Customer Service Rep

    • Use of GuiXT to achieve integration

    • Build vs Buy

  • Challenge: Work Orders


Background sacramento county ca

Background Sacramento County CA

  • Sacramento County, California

    • About 1.3 million citizens

    • Multiple Jurisdictions, incorporated Cities, Districts, etc

  • Using SAP IS-U/CCS Utility Billing System

    • Implemented in July 1999 (on v1.1b)

    • Bill for ~300K customers, ~$300m revenue

    • Waste Water, Solid Waste, Drainage, Potable Water

    • …have a SAP tech support staff of: ~8


Sacramento county hit hard by sub prime foreclosure mess

Sacramento CountyHit Hard By Sub-Prime Foreclosure Mess

  • As of August 2008, over 9,000 foreclosed properties

So must do more, with less

Each pin on the map is a bank owned property.

Output “KML” from SAP…


Sacramento county

Sacramento County

  • Development down, so revenue down…so must do more with less…example:


County bills parcels of land

County Bills: parcels of land…

  • Connection Object modified to hold Parcel Number

Customer Include - IFLOT table: ZZ_APN

The county GIS system is ESRI based, and is a primary db of parcel information from the Assessors office.

Link by parcel number

Intra-net


County gis department esri based

County GIS department ESRI based

  • The ESRI data is rendered via a browser,

  • ESRI ArcView software to difficult for most user’s

  • The CSR’s use GIS browser all day…

……………..


Customer service agent front line troops

Wanted easy access GIS info & maps from CIC

If CSR needed to view a map, must bring up a separate GIS browser window, then re-look up the property…

Customer Service Agent- Front Line Troops


Enhanced cic with guixt

Enhanced CIC with GuiXT

  • New set of buttons-n-boxes to handle

    GIS interaction


Pop gis with guixt viewer

“Pop GIS” with GuiXT “Viewer”

  • Browser can be easily resized, moved, or hidden…

  • SAP “Contract” is shown as layer in GIS

  • Map is “modal” and sits on top of CIC…


What if don t have gis esri support

What if don’t have GIS/ESRI support?

  • Can use Google Maps!

    • reverse “geo-code” (get Lat-Long) IFLOT address

Could store in classification data

Google has a ton of features, including a new “Street View”,

…and it’s all basically free…

Sometimes has more up-to-date info than county db’s.


So how s it done technically

So, how’s it done (technically)?

SAP   ESRI

  • A “zkey” on SAP master data (CO, Device, etc)

  • Custom ESRI intranet browser (Microsoft ASP code)

  • Synactive GuiXT scripts for the CIC screen

  • A few ABAP RFC’s

    SAP   Google Maps

  • Latitude-Longitude from SAP (look up via ABAP RFC)

  • Synactive GuiXTscriptsfor the CIC Screen

  • Google Maps API key

  • An internet web page

  • Some JavaScript

Integration between SAP & GIS achieved with minimal coding: >100 lines GuiXT script.


So what is synactive guixt

So what is Synactive GuiXT?

  • GuiXT was the key integration technology

    WWW.SYNACTIVE.COM

  • GuiXT is a SAP GUI client side ‘scripting’ tool for altering SAP screens.

    • Does not affect the underlying SAP system (server side)

    • Allows rapid ‘WYSIWYG’ development

  • Total cost for ~100 end user’s about $20K - $30K

    • User licenses, training, etc, etc

    • ROI was achieved in about 2 months


Gis integration build vs buy

GIS Integration: Build vs Buy?

Several products that integrate SAP and GIS

  • Example: IMPRESS (WWW.IMPRESS.COM)

    • Server based product, useful for Work Order management

RFC

Custom

Custom

SAP

ArcGIS

Development Effort

Software Costs

Config Effort

Middle ware

Commercial

Commercial

ESRI-SDE

SAP


Links to gis sap resources

Links to GIS - SAP Resources

  • http://www.saudigis.org/FCKFiles/File/65_E_MostafaAboughanem_KSA.pdf

  • http://www.pidpa.be/en/gis/Pidpa%20GIS%20UC2004paper.pdf


Integrating a gis viewer with customer interaction center cic screen

Forrest Horner

Sacramento County

[email protected]

Acknowledgments:

SAP ABAP RFC’s: Chris Twirbutt,[email protected]

ESRI browser: Allen Briscoe-Smith,[email protected]


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