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Case Study


When the City of Dover deployed VUEWorks® in 2008, they started simple. Looking to replace outdated paper processes within the Community Services Department (Public Works), they first deployed the Service Request module and then the Work Orders module for about ten users. Not long after, they expanded the software to several other departments and today have more than 100 VUEWorks users.

From IT to Finance, to the Fire Department, the City of Dover has deployed almost every module with varying levels of use in each department. They continue to self-train and utilize their internal resources to grow their asset management system at their own pace.


Word began to spread at the beginning of 2020 about the dangerous COVID-19 virus and by March 11, the World Health Organization officially characterized the virus as a global pandemic. As states prepared for the inevitable business closures, many also began preparing for the anticipated paperwork that would certainly follow, in accordance with FEMA regulations. Which agencies and activities will be eligible for the federal disaster reimbursement dollars had yet to be determined, but the process to request reimbursement was expected to be much the same as with previous emergency events: document all response efforts, track all work activities and costs, and have readily available reports to organize the data to be submitted. This capability and level of detail are a big part of why the City of Dover selected VUEWorks more than a decade ago.


As area schools and businesses were closing due to the pandemic, members of City of Dover’s Emergency Operations Committee looked to the software to capture COVID-19-related work orders and response efforts. The team found creating the project to be fast, simple and effective. Once set, they communicated the simple instructions to the departments executing the work to check the now available “Associate with” box on each work order and select the COVID-19 Project under the Emergency Operations Group. Just like that, work was instantly tagged and traceable.


The City of Dover confirmed their project configuration by following the setup instructions posted on the VUEWorks support portal under Help Guides and searchable under COVID. Creating a project in VUEWorks does require a basic setup that already tracks service requests/work orders. Agencies utilizing the Resource Manager module for personnel, equipment and inventory tracking are also able to associate those costs and activities to a Project. A VUEWorks Administrator creates the Projects using a unique and descriptive name to make association simple for users. Once created, the administrator will grant the necessary permissions to allow users to associate work to the project.


The City of Dover created its first project in VUEWorks® 12 years after deploying the software, not because it was too hard, but because they had not recognized the need yet. VUEWorks allowed them to capture around 40 work orders to close the city down. Expecting about the same number to open things back up, City of Dover is also anticipating additional work orders. From extra cleaning and sanitizing, to stocking supplies and installing plexiglass dividers, they must prepare public buildings for the return of non-essential employees followed by the public.

“COVID-19 was our first opportunity to use this feature. We have had at least one big snowstorm event and one big flood in the past that were declared emergencies and would definitely have benefitted from using projects to tag all the work for reimbursement. We plan to use it more going forward, now that we know how easy it is to deploy.”

Kathleen Meyers,
Asset Management Administrator, The City of Dover