CMMS and Work Management Systems provide an effective means of work order tracking, prioritization of repairs, and job cost accounting. Operationally, the use of CMMS systems have been integrated into the daily challenges of managing customer call centers and maintenance operation centers. A common need is to minimize duplicate work requests, view information visually in surrounding maintenance areas, and provide a standardized method for reporting maintenance accomplishments. The Boston Water and Sewer Commission faced these challenges and began a Work Order Management / GIS Application project to address their informational and operational needs. In January 2000, the Boston Water and Sewer Commission initiated a project for the development of a Computer Aided Support System. To improve maintenance management procedures, Boston Water and Sewer selected CASS WORKS / CASS View, an integrated system for asset based maintenance management, cost accounting, warehouse inventory control and GIS applications. In addition to the software installation and training, data conversion of the existing in-house developed CMMS database was included. The completed database was piloted in the spring of 2001 and placed into production in January 2002. Throughout the pilot phase, three areas of concern were raised: minimizing duplicate work requests; viewing maintenance areas in real time and seeing open work from different departments (sewer, water, engineering and construction); and, standardizing the recording and tracking of maintenance accomplishments. During software design and pilot phases, these needs were addressed by creating automated tools and applications within the core CMMS application. Feedback was given, processes were refined, and effective applications that matched user requirements were delivered. The outcome is an innovative approach to solving needs common to call centers and maintenance operation centers.