muniBLOG: Newsletters for Municipalities

Part 2 – The Series – Unveiling the Strategies of Crime Prevention Through Environmental Design (CPTED) for Government Facilities

This is the second installment article in a series of articles addressing Crime Prevention Through Environmental Design (CPTED) in Government Facilities. Note that all the strategies mentioned throughout the articles presented can be applied to a variety of facilities and organizations.

 

The Integral Role of Crime Prevention Through Environmental Design in Government Facilities

In the world of security and urban design, the significance of Crime Prevention Through Environmental Design (CPTED) in government facilities is profound and multifaceted. Government buildings, often repositories of sensitive information and hubs for high-profile individuals, require an elevated level of security. Here, CPTED plays a pivotal role in creating spaces that naturally deter criminal activities, thus bolstering the overall security of these critical infrastructures.

One of the foremost advantages of implementing CPTED in government facilities is the enhancement of public safety. These buildings, which are frequented by the public and employees alike, benefit immensely from the safety principles embedded in CPTED. By increasing natural surveillance and effectively controlling access, the risks of threats such as theft, vandalism, or more severe criminal activities are substantially mitigated.

Apart from fortifying security, CPTED is renowned for its cost-effectiveness. The strategy leans towards smart design choices, reducing the over-reliance on technological or personnel-based security measures. This approach to security not only cuts down long-term costs but also minimizes the need for expensive surveillance systems or extensive security personnel, making it an economically viable option for government facilities.

CPTED principles also contribute significantly to the aesthetics and environment of government buildings. The focus is not just on functional security elements but also on ensuring that these design aspects are visually appealing. Such an environment is more welcoming and comfortable, enhancing the experience for both the public and employees.

Furthermore, the implementation of CPTED in government facilities can boost community confidence and trust. When these facilities are perceived as safe and well-maintained, it reinforces public trust in the government, fostering a stronger bond between government entities and the communities they serve.

Beyond the aesthetic and trust-building aspects, CPTED is instrumental in the prevention of crime and anti-social behavior. By proactively designing environments that discourage such behaviors, government facilities can pre-emptively address security concerns, rather than merely reacting to incidents post-occurrence.

The flexibility and adaptability of CPTED principles stand out as one of their key strengths. These principles can be tailored to various types of government facilities, ranging from office buildings to public parks. They can be seamlessly integrated into both existing structures and new designs, showcasing the versatility of CPTED as a tool for security and crime prevention.

Moreover, CPTED plays a significant role in alleviating the fear of crime. A well-maintained and secure facility not only reduces actual crime rates but also diminishes the fear of crime among employees and visitors, fostering a sense of comfort and reassurance.

In certain regions, integrating CPTED principles into the design and operation of government facilities is also a matter of regulatory compliance. This ensures that these facilities meet specific safety and security standards, further cementing the importance of CPTED in the governmental sector.

In summary, the role of Crime Prevention Through Environmental Design in the realm of government facilities is indispensable. It contributes not only to the tangible aspects of security and functionality but also to the intangible elements of well-being and public perception. The impact of CPTED in shaping safer, more efficient, and welcoming government spaces is indeed substantial and far-reaching.

If your Municipality wants to learn more about this topic and read the full article version visit here. Feel free to contact me directly at [email protected] for further assistance.

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AccessE11 – A Municipal Year in Review

As we begin our new year, we can reflect on the important moments in the municipal government space with our municipal year in review. The world of local government is constantly changing. Laws, technology, and citizen demands ensure that their municipalities continue to keep their finger on the pulse of progress. This article will highlight some of the major changes that have began throughout 2023, with notable technology and policy leading the way.

AccessE11 is proud to be at the forefront of modernizing the municipal space, ensuring we keep a focused approach on improving the citizen engagement and issue management process. This year, the team at AccessE11 has been lucky enough to visit enthusiastic municipal professionals from all over the world at various municipal conferences. These conferences allow us to connect with municipal leaders, stakeholders, and the dedicated new generation in local government, all committed to improving their communities.

First, let’s take a look at some of the most prominent technologies that are making waves in the municipal space.

AI Applications

Artificial Intelligence (AI) is rapidly transforming the municipal space, offering innovative solutions for improving city management and citizen engagement. In recent years, AI’s role in cities has evolved from being a novel concept to a practical tool that addresses unique municipal challenges. The most significant development in city governments is the application of generative AI. It is reshaping the delivery of services and how operations are conducted. Kelowna, BC, presents a real-world example of AI in the municipal space, having created a 24-hour helpline. This helpline uses an AI bot to simplify access to services and understanding of permits/regulations for people. These examples illustrate how AI streamlines bureaucratic processes, offering services that positively impact citizens. The result is enhanced efficiency and significant cost savings.

However, the integration of AI into municipal operations also brings forth concerns and challenges. One of the primary issues is the potential for bias and discrimination in AI systems. The issue often arises from the training data of AI systems or their application methods. Municipal leaders must exercise caution and care, particularly when AI informs crucial decisions or provides risk assessments impacting lives. As we look to the future, we expect AI to maintain a critical role in city governance. Its innovations are poised to significantly improve the quality and responsiveness of municipal services. They will also improve infrastructure management and aid in sustainable city development. However, city officials must be vigilant about the ethical implications. It’s crucial to ensure transparency and accountability in AI deployments.

In essence, AI in the municipal space is a double-edged sword. While it offers exciting developments and potential efficiencies, it also requires careful consideration and management to ensure it is used responsibly and equitably. As AI continues to evolve, municipalities must stay informed and prepared to harness its benefits while mitigating its risks.

Smart Cities

Smart cities signify an evolving urban landscape where the integration of technology, especially information and communication technologies (ICT), into city infrastructure enhances efficiency, sustainability, and livability of the urban environment. In 2023, smart city initiatives have significantly advanced, largely due to the increased adoption of technologies like AI, IoT (Internet of Things), and cloud computing. These innovations facilitate data-driven decision-making and efficient resource management. For instance, municipalities are increasingly focusing on integrating these technologies into their infrastructure to improve everything from traffic management and waste disposal to energy usage and public safety.

A key trend in 2023 has been the emphasis on modular and scalable smart city solutions. Cities are adopting technologies that allow them to invest within their means and scale up as necessary. The result of this adoption creates a balance between modernization and budgetary constraints. This approach facilitates the quick derivation of actionable insights and efficient allocation of resources, which is crucial for small and medium-sized cities with limited budgets. Additionally, there’s a growing focus on using data-driven approaches for transparent decision-making in cities. Initiatives like NYC Open Data, DataSF, and Dublinked exemplify the shift towards leveraging data to drive efficient operations, while underscoring the importance of data security, privacy, and regulatory compliance.

Looking forward, the next few years are expected to see further advancements in smart city technologies. Particularly with an increased focus on sustainability and climate resilience. The use of AI and IoT is anticipated to become more sophisticated. The goal? Allowing for more effective management of city resources and better engagement with citizens. However, challenges related to data privacy, cybersecurity, and ensuring equitable access to technology remain crucial areas for attention. As smart cities continue to evolve, maintaining a balance between technological advancement and ethical considerations will be key to their sustainable growth and acceptance among citizens.

AccessE11 in 2023

AccessE11, a leader in citizen relationship management and engagement software, experienced an exciting year in 2023. We proudly welcomed a number of new cities to our user base, reflecting our growing influence in the municipal tech world. Our participation in multiple trade shows throughout the year enabled us to engage closely with municipal staff and leaders, furthering our understanding of their unique needs and challenges. This interaction has been pivotal in shaping our software development, giving us direction for what improvements we should focus on in 2024.

Looking ahead to next year, we’re excited to unveil several innovative features. These enhancements include SMS case submissions, single sign-on capabilities, multi-step workflow creation, and an advanced engagement module. We designed each of these features to streamline operations and enhance the user experience for our municipal clients, demonstrating our commitment to continuous improvement and client satisfaction. These upcoming offerings are a testament to AccessE11’s dedication to evolving in line with the dynamic needs of small and medium-sized municipalities.

In Conclusion

As 2023 ends and we enter 2024, there’s a clear evolution in technology within municipal governments. Most noteworthy are the significant AI advancements and smart city developments which have marked this year. These have reshaped how municipalities operate and engage with citizens. Meanwhile, challenges in ethics and data security remain. Yet, the progress in technology integration points to an exciting future.

The team at AccessE11 are eager to unveil new functionality for our users in 2024. We look forward to another exciting year of meeting municipal experts and leaders. Have a great year, and thank you for your amazing support in 2023.

 

 

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The Series – Unveiling the Strategies of Crime Prevention Through Environmental Design (CPTED) for Government Facilities

This is the initial article in a series of articles addressing Crime Prevention Through Environmental Design (CPTED) in Government Facilities. Note that all the strategies mentioned throughout the articles presented can be applied to a variety of facilities and organizations.

Article One.

In the landscape of modern urban development and security, Crime Prevention Through Environmental Design (CPTED) still today emerges as a groundbreaking multi-disciplinary approach that intertwines environmental design with crime deterrence. At its core, CPTED is about reshaping buildings, spaces, and entire urban environments to not only reduce the opportunities for criminal activities but also to elevate the overall sense of safety perceived by the public.

It’s foundation is rooted in less than a handful of principles, natural surveillance, natural access control, territorial reinforcement and maintenance.

At the heart of CPTED lies the principle of natural surveillance. This aspect is focused on increasing the visibility within spaces. The idea is simple yet profound: by designing physical environments to maximize visibility—through clear sight lines, strategic placement of windows, and effective lighting—those who might have criminal intent are more likely to feel observed. This heightened visibility acts as a deterrent to potential offenders, reducing the likelihood of criminal behavior.

Equally crucial to CPTED’s approach is the concept of natural access control. This involves the thoughtful guiding of how people and vehicles move within an environment. By establishing well-defined paths, entrances, and exits, and complementing these with elements like fences, signage, and landscaping, CPTED practitioners can control and restrict access to specific areas. This not only makes it more challenging for criminal activities to take place but also aids in overall crowd management and flow within a space.

Another key principle in the CPTED framework is territorial reinforcement. This principle leverages physical attributes—such as fencing, signage, landscaping, and distinctive pavement designs—to express ownership over a space. The clear demarcation between public and private spaces fosters a sense of ownership and responsibility among those who occupy these spaces. This sense of territoriality is instrumental in discouraging potential trespassers and unauthorized individuals from encroaching on these spaces.

Maintenance plays a subtle yet significant role in CPTED. An environment that is well-maintained and cared for signals that the area is under watchful eyes. Regular upkeep, be it fixing broken amenities, addressing graffiti, or keeping landscapes in pristine condition, suggests that any illicit activities are more likely to be noticed and addressed promptly. This aspect of maintenance serves not just to enhance the aesthetic appeal of a space but also to reinforce the idea that the area is monitored and secured.

Expanding beyond these core principles, some CPTED frameworks also incorporate the concepts of activity support and management. This involves promoting activities and behaviors that align with the intended use of a space. For instance, organizing community events in a park not only increases the legitimate use of that space but also enhances natural surveillance. The presence of regular, organized activities can act as a natural deterrent to criminal behaviors, as these spaces are consistently occupied and observed by the community.

CPTED’s strategies are increasingly being integrated into urban planning, architecture, and community development initiatives. These strategies are pivotal in forging safer neighborhoods, parks, schools, and public spaces. By emphasizing the influential role of the physical environment on human behavior, CPTED aims to mitigate the fear of crime and reduce the actual incidence of criminal activities. Through its thoughtful and strategic approach, CPTED stands as a beacon in the creation of secure, inviting, and resilient urban spaces.

If your Municipality wants to learn more about this topic and read the full article version visit here. Feel free to contact me directly at [email protected] for further assistance.

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Crime Prevention Through Environmental Design: Understanding Its Significance and Implications

Crime Prevention Through Environmental Design (CPTED) has emerged as a pivotal strategy in the realm of urban planning and public safety. This approach focuses on the design, manipulation, and management of the physical environment to reduce opportunities for crime, thereby enhancing the quality of life for community members. This article delves into the rationale behind conducting a CPTED survey, its benefits, the stakeholders who gain from it, and the potential drawbacks, offering a comprehensive perspective for professionals in the field.

As professionals well-versed in the nuances of urban safety and planning, you are likely familiar with the concept of Crime Prevention Through Environmental Design (CPTED). This strategic approach has become increasingly relevant in our efforts to cultivate safer, more harmonious urban spaces. If you are considering the implementation of a CPTED survey, or if you have questions regarding its scope and effectiveness, this article aims to provide you with comprehensive insights that will inform your decision-making process.

CPTED stands as a testament to the profound impact that environmental design can have on crime prevention and community well-being. Rooted in the understanding that the physical environment plays a crucial role in influencing behavior, CPTED strategies involve the meticulous assessment and modification of environmental factors to reduce crime and enhance the quality of life for residents. This article delves into the essential components of a CPTED survey, exploring why such a survey is pivotal, the manifold benefits it offers, the diverse stakeholders who stand to gain, and the potential challenges that need to be navigated.

Our objective here is not just to underscore the importance of CPTED surveys but also to equip you with the knowledge to effectively implement and leverage these surveys in your respective domains. Whether you are at the cusp of initiating a CPTED survey or are seeking to deepen your understanding of its implications, this discussion aims to shed light on the critical aspects of CPTED, ensuring that your approach to urban safety and planning is both informed and impactful.

Why Conduct a CPTED Survey?

A CPTED survey is essential for several reasons:

  1. Risk Assessment: It helps in identifying potential security risks and vulnerabilities in a particular area.
  2. Customized Solutions: It enables the development of tailored strategies that address specific local crime issues.
  3. Stakeholder Engagement: Such surveys involve community members, fostering a sense of ownership and collaboration in crime prevention efforts.

Benefits of a CPTED Survey

The benefits of conducting a CPTED survey are multifaceted:

  1. Reduced Crime Rates: Properly implemented CPTED principles have been shown to decrease crime rates significantly.
  2. Enhanced Public Safety: It improves the perception of safety and security among residents.
  3. Economic Advantages: A safer environment can lead to increased property values and business activities.
  4. Sustainable Development: CPTED principles contribute to sustainable urban development by promoting safe and livable environments.

Beneficiaries of CPTED

The beneficiaries of CPTED surveys extend beyond individual residents:

  1. Local Communities: Residents benefit from safer and more secure living environments.
  2. Law Enforcement: Police can focus resources more effectively when environmental design reduces opportunities for crime.
  3. Urban Planners and Developers: Insights from CPTED surveys aid in creating safer urban spaces.
  4. Business Owners: A safe environment can boost customer footfall and economic activity.

Drawbacks of CPTED

While beneficial, CPTED surveys also have limitations:

  1. Resource Intensive: Conducting thorough surveys requires significant time and financial resources.
  2. Potential for Discrimination: There is a risk of promoting exclusionary practices, inadvertently targeting specific groups.

3.       Overemphasis on Surveillance: Excessive focus on surveillance can lead to privacy concerns and a ‘fortress mentality’.

Conclusion

CPTED surveys are a critical tool in the urban planner’s repertoire, offering significant benefits in terms of crime reduction, enhanced safety, and community well-being. However, it is crucial to approach these surveys with an understanding of their potential drawbacks and ensure that they are implemented in an inclusive, ethical, and resource-efficient manner.

 

If your Municipality wants to learn more about this topic and read the full article version visit here. Feel free to contact me directly at [email protected] for further assistance.

 

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Ontario’s Minimum Wage & The Inflationary Wage Spiral

With the minimum wage in Ontario set to increase significantly by +6.7% in October, we’re seeing many employers in this high inflation environment budgeting for increases of between 3% to 5% (or more) — much higher than the historical average of 1.5% to 3.0%. Hourly wages increased on average by 4.0% in 2022, compared to the historical pre-pandemic average of 2.5% (+/-). 2023 is not over but early data suggests wages at the macro-level could increase at a higher pace again this year than the historical norm (following a CPI increase last year of +6.7% – which is why the Ontario minimum wage is going up by that amount in October – it is tied to the annual CPI measurement).

Hopefully inflation will cool but current trends are not yet consistently supporting that view (July CPI was 3.3% vs the same month last year, though economists were predicting it would be lower, at 3.0%).While the economy contracted at an annualized rate of 0.2 per cent in the second quarter of 2023 (which was far weaker than forecasters had expected) it remains to be seen if this is indeed a sign of tapering that will continue in the quarters ahead. At the same time, it appears that wage gains are finally outstripping inflation, meaning there is real growth in wages for the first time, in a long time.

“Entry level” staff seem to be the most difficult to attract and retain right now and it remains to be seen if a higher minimum wage in October will address this shortage. Not unlike 2018 when the provincial government increased the minimum wage to $14.00 (from $11.60), there was a huge cost-crunch for employers that also threw off the internal equilibrium in many organizations with lower-wage workers making as much as more skilled counterparts due to the sudden jump.This will occur again but to a lesser degree (compression between lower paid staff and mid-range employees).

Higher salary budgets may be required for some time, even in the face of a weakening economy. Targeted actions may also be required to address internal-equity imbalances, particularly after the October hike to the minimum wage (we are also mindful that these above-average recommendations themselves contribute to the inflation we are all experiencing). We are told that inflation will cool this year and next, and if that holds true, we should see increases reduce to the 2-3% range again. Time will tell.

 

(Need more information or other Human Resources advice?  Please feel free to contact us for more information about our services including our HRLive platform, a turnkey solution built to address the HR needs of small-to-medium municipalities).

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Protect the Seniors in Your Community with Age Safe Senior Home Safety Specialist™ Training

 

Keeping Seniors Safe in Their Own Homes

 

The desire to remain in our own homes as we age has been significantly increased over the past few years. The COVID pandemic highlighted that our home is our haven. COVID also focused some negative thoughts about our current senior institutional living arrangements in Canada.

 

With the increased demand of the public for answers and solutions for remaining in their own homes we have been seeing an increase in the overall awareness by healthcare professionals, government, and financial institutions to make ready for the massive wave of need. A simple and acceptable means to help with these changes is to start making more robust plans and budgets that support Aging in Place.

 

Most communities have developed programs and infrastructure for seniors because they remain an integral part of your community’s heart and soul.  We believe that a part of those programs should include an assessment of the current living arrangements of elderly citizens in their homes by professionals and volunteers. This assessment serves as a baseline and risk indicator for your support mechanisms and your elderly citizens. Having the background knowledge of general safety concerns including the ever-present risk of falling will be a crucial learning for all involved.

 

A Senior Home Safety Specialist™ designation gives the users an underpinning of knowledge to help identify risk and help plan the next steps to safe Aging in Place.

 

The course is on-line, self-paced (5-6 hour), self-directed and hits the salient points to make practical decisions about safety within the home.

 

Volunteer groups, municipal staff, community policing, EMS services and senior groups have found that this training not just empowers the messages of safe living and falls prevention but also can be viewed as another risk mediator for staff and volunteers who are entering private homes on a regular basis and therefore by extension expanding their own workplace. This training can assist in protecting themselves as well.

 

We are happy to speak to any and all interested parties and look forward to having this curriculum be accepted as the navigational source for safety in the seniors’ home.

 

For more information, visit Age Safe Canada.

 

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Change takes time. The Future is approaching.

So, our first piece of advice is to start thinking about it now. And yes, you can ease into the future; it does not have to happen tomorrow.

When organizations are planning out their new, or enhanced physical security needs we are often asked what are the trends that are likely to shape physical security in the future?

The same question is usually followed up with… “If we do this, or if we buy this, will this sustain us in the future?”

Which also can be interpreted to… “So, we don’t have to buy something else, and that this will last us a long time, right?”

Good questions, but always a challenge to answer. Many factors play out as resistance or even catalysts to these questions and their subsequent decisions. Risk exposure, budgets, actual realized events, change in the organization’s focus, change in the organization’s leadership, campaign promises, or even change in some environments, regulation or legislation “forcing” a change, all impact the ‘future’ question.

What are those future trends shaping physical security? Some trends outlined in the list below may be a surprise, some may appear too futuristic.

  1. Increased use of biometric security measures: Biometric security measures, such as fingerprint scanners and facial recognition technology, are becoming more popular as they offer a high level of accuracy and are difficult to bypass.
  2. Rise of smart security systems: Smart security systems are becoming more common, and these systems often use artificial intelligence (AI) and machine learning to analyze video footage and detect potential threats.
  3. Greater emphasis on cybersecurity: As more security systems become connected to the internet, cybersecurity is becoming an increasingly important consideration. Companies are investing in measures to protect against cyber-attacks that could compromise their security systems.
  4. Increased use of drones: Drones or Remotely Piloted Aircraft System(s) (RPAS) are being used more frequently for security purposes, such as patrolling large areas, inspecting high-risk locations or even in response to incidents in providing real-time surveillance.
  5. Greater use of virtual reality (VR) and augmented reality (AR) in training: VR and AR are being used to train security personnel in simulated environments, allowing them to practice their skills and respond to potential threats in a safe and controlled setting.
  6. Integration of physical and cybersecurity: As threats evolve and become more sophisticated, it is increasingly important for physical security and cybersecurity to work together to provide comprehensive protection. This integration may involve integrating cybersecurity measures into physical security systems, such as installing firewall protection on security cameras.

Biometrics, smart security systems, cybersecurity emphasis and the integration of physical and cybersecurity have been on our radar for several years now and have been introduced into our past and current projects with great adoption by our client base.

The trend not mentioned here but remains a constant for us, is the due diligence required to ensure the “paperwork” is complete, up to date, used and enforced. Your policies, and procedures, training programs, guidance documents and standards are the backbones for all these physical security tools to work in the manner they were intended for your organization.

Of course, great planning and the execution of that plan is essential. Planning is a cyclical process that can start, stop, and reset when required. The future is changing. Be prepared.

Plan the Work. Work the Plan.

Reach out. We can help.

Should your Municipality need assistance, contact Michael White Group International today, and we will be happy to answer your questions. Visit michaelwhitegroup.com/contact/

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Efficiency: The Side Effect of Effective Citizen Engagement

Increasing efficiency can often be a challenging task and can come at a cost. Whether it be increased monetary costs to implement a new process in your workplace, or increased labour costs to train and bring on new staff, efficiency comes at a price. But imagine if you could implement a digital municipal citizen engagement solution for your community. One that looks to improve your residents’ engagement and overall satisfaction, and also benefit by handling more service requests with shorter turnaround times.

The Necessity of a Digital Solution for Municipal Citizen Engagement

In our increasingly digital world, properly implemented digital options are no longer a luxury. They are a demand. Consumers expect the solution to their problem to be solvable online – often without needing to speak to a person at all. This expectation has existed in private industry for quite some time and has now pivoted to government services as well.

Not providing a digital option has some very negative consequences. The customer will be significantly more dissatisfied or even worse, will choose not to engage at all. What this means for a municipality is that there is a large subset of your population that will avoid interacting with their local government if there is no digital solution provided for them.

Of course, providing this option for your residents will be a primary benefit. In fact, there is evidence showing that having a properly developed citizen engagement tool online can lead to improvements in the municipality for both citizens and leaders. However, there is another added benefit that isn’t as frequently discussed when looking at implementing a citizen engagement solution – the benefit of getting more done without needing to increase resources.

The Cost of Efficiency

Efficiency is something that is constantly strived for, whether it be private companies or government operations at any level. By definition, increasing efficiency allows you to get more done with the same or fewer resources. In a business, this might allow you to deliver your product or service more quickly or decrease the overall cost of creating your product. For a municipality, it might mean decreasing the time it takes to close a resident’s service request ticket.

On this topic, you might reasonably ask if a citizen engagement program might have a downside of decreasing efficiency. You are opening your staff to more communication with citizens and therefore increasing the volume of service requests coming in, and both staff and citizens both have to learn a new system. In other words, better citizen engagement could come at a cost to your department. Now imagine if you could increase the volume of service requests handled by your municipality AND at the same time increase the overall efficiency with which these are addressed. Let us look at how that’s possible.

We recently went through our customers’ usage habits to figure out basic information on how our customers are using AccessE11. Almost by accident, we discovered clear and direct links between engagement of citizens and increased efficiency within the municipality. To understand this better, let’s look at how staff and residents are using AccessE11 to submit service requests.

Some Data

The first piece of data is quite simple – submissions of service requests using AccessE11 over the past five years. Although this is straightforward, it is a very good sign. It shows that the longer a municipality has been a customer of AccessE11, the more frequently they are using it to streamline their service request process.

Growth over year
And this is not just the case for larger municipalities. In general, smaller municipalities might think that there is less need for digital solutions to meet the needs of their communities, but our customers are living proof that it is often the residents of smaller municipalities who crave engagement with their local government. One of our current customers, Hastings Highlands, is a wonderful example of how a well-executed digital solution can positively impact a small municipality.

Growth by population

So, this is all great, albeit somewhat expected data. However, you might be asking “what does this have to do with efficiency?” Well, that’s where a third set of data sheds some light, and this was discovered entirely by accident. Analyzing the usage data and looking at trends, we discovered something amazing. Given the first two charts, it’s easy to see that usage of AccessE11 by staff and citizens is increasing year over year. However, this data doesn’t address efficiency and simply focuses on total usage. But let’s look at this next chart.

Days to complete

This is a chart that takes all service requests raised over the past six years and looks at how long it takes for each service request to resolve and be closed. In aggregate, time to close is VASTLY decreased year over year.

What Does This Mean?

So, what does this mean for your municipality? It means that adopting a strong digital solution for municipal citizen engagement and managing service requests not only increases community contribution and overall satisfaction, but it also increases efficiency internally. Increasing efficiency leads to a direct savings of resources for your departments. Whether that be time, money, or a combination of both, your municipality can see a significant increase in service requests and still decrease the time it takes to manage these requests. Best of all, because AccessE11 is designed specifically for small to medium municipalities, it is created with your specific challenges in mind.

Don’t wait any longer to implement a solution for your municipality. The demand for digital services increases year over year. It is quickly becoming a requirement for every facet of business and life. Signing up for AccessE11 will give your community a strong, adaptable solution to manage service requests, increase your efficiency, and end up saving money rather than costing money.

 

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Focusing your Business Continuity Management (BCM) (Continuity of Operations (COOP))

The arrival of Covid-19 two years ago posed a serious and more difficult threat to most enterprises’ existence. The importance of business continuity management (BCM) in reducing possible hazards, speeding recovery, and meeting customer expectations has become critical for every firm, regardless of size, business vertical, government, or private entity. BCM is a methodology for determining an organization’s risk of being exposed to both internal and external threats. The purpose of BCM is to give the organization the capacity to respond effectively to risks such as pandemics, natural disasters, and data breaches while also protecting the organization’s commercial interests. Disaster recovery, business recovery, crisis management, incident management, emergency management, and contingency planning are all included in BCM.

When done correctly, BCM may provide any organization a competitive advantage. This is especially true if a disruption affects an entire group segment and you are able to respond or recover faster than your competition, reducing consumer inconvenience. When it becomes evident that you excel at dealing with operational disturbances, your brand will gain trust and certainty, allowing you to position your organization as a preferred alternative for your clients and even bolstering confidence and increasing shareholder value. This is no different in being a trusted government entity, department, or agency.

Understanding continuity and preparedness requirements, establishing business continuity management policies and objectives, implementing and operating controls and measures for managing an organization’s overall continuity risks, and continual improvement based on objective measurements are all covered by one internationally recognized standard, that being ISO 22301. The standard highlights the need of meeting and exceeding customer expectations in order to secure business longevity and revenue development.

It is critical that the thought leadership and every level of the organization understand the importance of readiness and continuity.

The most crucial part of developing a BCM is clearly articulating stakeholder demands; consequently, consumers must receive special attention because they are critical to the organization’s success. Focusing on customer needs will also allow the BCM to be fit for its purpose and provide the organisation with a clear picture of process criticality. As a result, you can expect positive results if you design and implement the business continuity plan from a customer’s perspective to drive the business impact analysis. Understanding your customers’ demands is critical to determining where you add value to them, as it allows you to prioritise and determine how much downtime is tolerable in various areas before affecting your bottom line.

Be S.M.A.R.T. about creating strategies and objectives for business continuity management.

Doing this guarantees that objectives are defined and matched with customer-oriented criteria. Internal and external dependencies that may have the greatest impact on an organization’s consumers are identified when policies and objectives are developed. Customer objectives should attempt to surpass consumers’ expectations rather than merely satisfying their requirements. As a result, any organization should make sure to provide top-notch quality consumer objectives. The goal of this setup is to ensure client retention, brand image, and eventually revenue growth.

There exists the importance of putting in place operational controls and procedures to manage an organization’s overall continuity risks.

Following the identification of customer demands and the establishment of essential policies and objectives for the organization, the next stage will be to implement controls that address and mitigate the identified risks. Because risks and changes are unavoidable in the environment in which your organization operates, a systematic approach to putting in place controls to reduce hazards is required. Setting up disaster recovery sites, business continuity strategies, and business continuity procedures are examples of these controls. Lack of these will eventually cause an organization to fail, leaving clients with little choice but to shift to competitors who will provide better choices, or at minimum a choice.

It’s a cycle of continuous development and improvement.

Continuous improvement is a continuous, cyclical endeavour to enhance goods, services, or processes. Processes are assessed and adjusted on a regular basis based on their efficiency, effectiveness, and adaptability to changing consumer requirements and business circumstances. Organizations employ a variety of approaches to structure the process of recognising and acting on opportunities for improvement. Six Sigma, Kaizen, Lean, and the Toyota Production System are examples of prevalent approaches. Although these approaches differ, they all share a common foundation in the continuous improvement paradigm and principles.

Small tweaks, rather than significant paradigm leaps or new breakthroughs, lead to improvements. One percent improvement a month leads to a 12% improvement annually. Employee suggestions are quite helpful. When Employees take ownership and are involved in incremental changes, which are often affordable to execute, improvement occurs.

And finally…one more thought.

Customers are the lifeblood of every organization, and this is something that every organization understands, or should understand. As a result, their pleasure is critical to the organization’s success, which may be secured by providing exceptional customer service. Customer happiness, brand image, and revenue growth have all been shown to improve when BCM is implemented. BCM is critical in this age of unpredictability, and enterprises are encouraged to use it to provide corporate stability and sufficiency for ever-changing client demands.

The Michael White Group International is an approved PECB ISO Standard(s) training provider. It all starts with a conversation.

Plan the Work. Work the Plan.

Reach out. We can help.

Should your Municipality need assistance, contact Michael White Group International today, and we will be happy to answer your questions. Visit michaelwhitegroup.com/contact/

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Are you practicing SITUATION AWARENESS?

Situation Awareness is a skillset that should be practiced daily and is a valuable tool for staff.

Increasing situation awareness, through constant development and use increases security, protection of staff, protection of assets and overall resiliency of staff and the organization.

Training Situation Awareness benefits every department across the organization.

This training can take many forms. The focus however should always be the same. Elevate the staff member’s capability of being aware of their surroundings and the different influences, factors, items, and people that make up the environment they’re in. Situation Awareness is a mental image of what is happening all around you. Hearing, seeing, feeling for information and the various cues and clues that those influences, factors, items, and people are making in that environment and piecing them together so that they can have a good idea of what is happening and then using that information to predict what happens next.

There are many reasons why we need to be situationally aware.

  • Personal Safety & Security
  • Crime
  • Workplace Safety

 

Personal Safety & Security

Situation Awareness training can greatly improve an individual’s personal safety and security, regardless of if they’re at work, home or at play. Being aware of the environment you’re in reduces the risk of placing yourself in harms way or removing yourself from harms way. Being aware of the individual that wants to or is about to cause you harm or steal some of your personal belongings, unfortunately in some locals, environments and situations is much needed. Unfortunately for most, we traverse through many different environments on a daily basis that vary in degrees of safety.

 

Crime

Levels of crime or criminal activity vary geographically and from environment to environment. Unfortunately, criminal activity affects many of us, especially crimes against a person, theft, verbal abuse, physical abuse all the way to the far end of the spectrum of terrorist events. In efforts to be continuously aware, individuals should keep themselves abreast of local news and events and equally important when travelling, their destinations local news and events.

Workplace Safety & Security

It is everyone’s collective and individual responsibility to make and improve workplace safety and security. Law enforcement organizations, Crime Stoppers chapter always encourage us to “See something. Say something”. This very same message applies equally from our personal lives to our working environment. “That’s not my job” just doesn’t cut it anymore. Situation Awareness training assists organizations in bettering the safety, security and overall resiliency of their employees resulting in a more safe, secure and resilient organization.

 

Situational Awareness Training Delivery

There are options for organizations when seeking out Situation Awareness training.

  •          In Person
  •          Virtual Classroom

 

In Person Training

It has been said that In Person training is the best delivery method and most beneficial for the participants. It can create an environment of interactivity between the instructor, the participant and with the other participants also. Our delivery of this training will only take up to half a day.

 

Virtual Training

The recent and ongoing pandemic also allowed us to pivot the training and provide it in the virtual world in the varying platforms of virtual meeting spaces. Virtual training offers benefits also in that, we can bring together staff from geographically challenging locals where costs to bring them together is prohibitive making an even larger training group more feasible.

Benefits

The benefits of Situation Awareness training are many for al individuals. Increased personal safety and security, increased security culture in the workplace and increasing the individual’s knowledge of the environment around them. Whether it is a high or low risk environment, situation awareness belongs there.

The value of the training, the value of the results shouldn’t be overlooked or underestimated.


Should your Municipality need assistance, contact Michael White Group International today, and we will be happy to answer your questions. Visit michaelwhitegroup.com/contact/

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