muniBLOG: Purchasing

Part 3 – The Series – Unveiling the Strategies of Crime Prevention Through Environmental Design (CPTED) for Government Facilities

This is the third 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.

Natural Surveillance: A Key Element in Crime Prevention Through Environmental Design

In the realm of architectural and urban security design, the concept of Natural Surveillance stands out as a crucial principle in Crime Prevention Through Environmental Design (CPTED). This principle revolves around the ability of people to see and be seen within their environment, thereby making potential offenders aware that they are under observation. By leveraging architectural features, lighting, and landscaping, natural surveillance aims to enhance visibility in a given space.

The deterrent effect of natural surveillance on criminal behavior is significant. The knowledge that one can be seen increases the perceived risk of apprehension among potential offenders, thus reducing the likelihood of criminal acts. For legitimate users of a space, this heightened visibility contributes to a sense of safety, which is especially important in government facilities where maintaining public trust is essential.

In the design of government facilities, several strategies are employed to maximize the benefits of natural surveillance. The placement of windows is a critical factor; windows should be designed to provide clear sightlines to exterior spaces, entrances, and building interiors. Large, transparent windows enhance both indoor and outdoor visibility, making it difficult for undesirable activities to go unnoticed.

Lighting plays a vital role in natural surveillance, particularly for nighttime security. Outdoor areas, walkways, entrances, and parking lots need to be well-lit, ensuring that visibility is maintained without creating blind spots that could be exploited.

Landscaping is another tool in the natural surveillance arsenal. Trees and shrubs are kept trimmed to eliminate potential hiding spots and maintain clear sightlines. Ground cover and low shrubs can help define spaces without obstructing views, thus supporting surveillance efforts.

The orientation of buildings is also a consideration. Buildings should be positioned to facilitate surveillance from both inside and outside, with main facades facing public areas and thoroughfares to maximize visibility.

Pathways and sidewalks are designed to be visible from inside the facility, allowing occupants to observe individuals as they approach and move around the building. Additionally, placing security checkpoints at strategic locations where natural paths of travel converge ensures that visitors are observed upon entry and exit.

Within government facilities, the use of open-plan concepts can further increase visibility across different areas, making it easier for employees to monitor activities within the building.

Examples of natural surveillance in government facilities are evident in various structures. New government buildings often feature extensive use of glass in lobbies and public-facing areas, coupled with raised, open-plan workspaces that provide unobstructed views. Many modern city halls and municipal buildings incorporate central atriums with surrounding balconies and glass-fronted offices, enhancing visibility across different floors. Embassies focus on security with strategic placement of guard booths, lighting, and landscape features that enable observation of the perimeter and approach paths. Police stations frequently feature front desks facing the main entrance and large front-facing windows to maximize internal and external visibility. Additionally, public spaces like parks near government buildings use design elements such as low hedges and clear pathways to promote visibility.

Incorporating natural surveillance into the design of government facilities does more than just enhance security. It also fosters a transparent and open environment, conducive to civic engagement and public interaction. This approach not only deters criminal behavior but also builds a foundation for a secure and engaged community.

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.

Share

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.

Share

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.

Share

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.

 

Share

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/

Share

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/

Share

UCaaS is critical for any authority service improvement

what is UCaaS?

Unified Communications as a Service (UCaaS)  is a network of cloud-based telephone system that controls the flow of calls coming in and out of your organization. We replace your on-premises PBXs, as well as your SIP, PRIs, and POTS lines. UCaaS enables you to use a variety of hosted programs and services (including instant messaging, video conferencing, file sharing, and email) over the Internet from any location and at any time.  In addition, UCaaS provides security, allows flexibility, and integrates well with your other software applications including MS Teams. UCaaS systems are updated frequently by the provider ensuring that your communication methods will always be up-to-date in our ever-evolving world.

Why UCaaS is critical for all customer-guided corporations?

 
GUARANTEES YOUR BUSINESS CONINUITY & SECURITY

Experteers can easily answer this for all municipalities and companies who care about their customers.

First of all we have to emphasize about the importance of continuity in all circumstances, UCaaS provides the best option to avoid your business any hiccups along the road because of any reasons. UCaaS is available on any communication device, laptop, or PC anywhere at anytime to be able to efficiently communicate with your customers.

Security is another crucial requirement for all connected networks, voice calls, video conferencing, and instant messaging are parts of all departments communications to enable them to work properly and deliver services. Experteers, as part of security provider, enable first layer of security by having all our servers in Canada, maintaining 100% availability by having four communication centers in main four cities in Canada in Montreal, Calgary, Vancouver, and Toronto, and to maintain the second layer of security by having all SOC certified centers.

INCORPORATES THE LATEST FEATURES

When you have UCaaS, you’ll be able to use all the latest functions and features without any additional cost. You’ll also have the assurance that your information is kept safe and secure in a reliable data center. Having the ability to keep your communications up-to-date allows you to remain competitive and helps to increase your overall performance.

 

OFFERS FLEXIBILITY AND SCALABILITY

UCaaS allows organizations to add and remove users (for example, temporary employees) without any significant infrastructure changes or capital investments. UCaaS also provides seamless work experiences for your employees since they are cloud-based and accessible from any location – great for those working remotely.

 

PROMOTES PRODUCTIVITY

By using a UCaaS system, your productivity increases. All of your employees have unified communications support that is sharable amongst all departments, and UCaaS integrates well with your other software applications (like CRM). UCaaS keeps communication lines open and provides ways for your employees to log into various devices to access their information (such as voicemails).

 

LAST BUT NOT LEAST

SAVES YOU MONEY

When switching to UCaaS, there are minimal upfront hardware costs – you only need phones. You will also have the ability to choose the services you need (and not waste money on the ones you do not). UCaaS allows you to concentrate on growing your business by decreasing your dependence on capital investments.

 

UCaaS

 

We at EXPERTEERS are helping municipalities, utility companies, and medical centers increase employee productivity by adding a state of the art Unified Communications Solution, enhancing collaboration and increasing employee efficiency.

  • Enable your team to work remotely (hybrid)
  • Train employees more efficiently with sentiment analysis
  • Monitor key performance metrics with automated reports
  • Boost company performance through detailed analytics & collaboration
  • .. and more

Let us help you improve your client experience, call us at EXPERTEERS to learn how we can help enable your business for success in 2022.

 

Experteers is a system integrator SI and managed service provider MSP for the following services:

– SASE / SD-WAN: to secure all ur networking between all branches.

– NGFW: Next Generation Fire Wall centralized to keep all networks secured in almost real-time updated system.

– NMS: Network Managed System to keep your visibility on all network elements and servers to improve your systems availability.

– Cyber-Security on all endpoints and servers

EXPERTEERS CORPORATION

WWW.EXPERTEERS.COM

Share

Can Public Service Access Be as Easy as Online Shopping?

For all levels of government, including municipalities, on-line services are no longer something to be considered for some unspecified future date. The private sector has set a new standard for a streamlined customer experience, and this has translated to much higher expectations for access to public services as well. This speaks to a demand to digitize citizen service request processes, from reporting concerns through to requesting permits or making payments. An increasingly tech-savvy population, continued evolution in technology, and the realities of the pandemic are all contributing to an accelerated need for this to be underway now and to happen quickly.

Benefits of digitizing citizen service requests

The benefits of digitizing public services are numerous. At the core, citizens who are satisfied with how they are served are far more likely to trust in their local governments, and far more likely to remain engaged the process of making their communities better. But there are more tangible benefits as well. For example, unlike brick & mortar service offices, online services make it easy to offer the convenience of 24/7 access from anywhere.  Studies have also shown that time spent by citizens or businesses interacting with public employees can be reduced by 50% or more. And furthermore, automation has the potential to reduce service request handling effort by as much as 60% resulting in a far more productive and satisfied workforce, shorter turnaround times, reduced backlogs, and more time to focus on innovation.

But there are challenges

Government agencies have considerable ground to make up in building a more citizen-centric culture and, in recent years, satisfaction with government agencies has actually declined. According to the 2021 American Customer Satisfaction Index (ACSI), satisfaction with local government agencies ranks last in customer satisfaction among the 10 sectors and 47 industries included. Much of this can be attributed to differences in the degree to which services can be transacted online, but also to the fact that the private sector continues to raise the bar on online service expectations quicker than the public sector’s ability to keep up. Adding to this challenge is that the number of customer journeys requiring attention and automation within the public sector is typically greater than is the case for private businesses, while access to internal technical talent to execute is often in shorter supply.

Thoughts on How to be Successful

Given these challenges, digitization of public services can seem daunting, and will surely take time to fully realize. But to be successful, there are some key elements that need to be part of any transformation effort.

Clear Intent

Positive change through digitization will happen more quickly and will be more sustainable if there is clear intent from the outset, common and well-articulated goals, and genuine excitement and confidence on what the transformation team can accomplish together. This needs to start with committed leadership. To be successful however, there needs to be a collective sense of conviction and purpose that is shared by all parties responsible for implementation.

Keep the citizen at the forefront

Efforts to bring government services online must start with and maintain focus on the complete experience a citizen has with a local government, as seen from the citizen’s perspective. Each journey will have a clearly defined beginning and end, spanning a progression of touchpoints, and citizens don’t really know or care about who owns each individual step in the process. From their perspective, these are all part of one journey. And it shouldn’t be assumed that because some individual touchpoints are performing well, the overall citizen experience is meeting the need. By making the citizen’s experience as seamless as possible, operational efficiency and employee satisfaction will naturally follow.

Look for quick wins

Digitization plans of any scale will often fail if there is a sense that everything needs to be done at the outset. It is advisable to build momentum within the team and across stakeholder groups by prioritizing a small number of particularly painful journeys and adopting an agile approach to make these journeys better. This means releasing improvements iteratively in smaller, more manageable sprints, and making refinements continually based on feedback from the field. To quickly demonstrate value, it often makes sense to start with the front-end experience and to gradually introduce backend automation and integration over time. And yes, this may require internal teams to adopt a new way of working.

Manage citizen expectations within each journey

When you make a purchase online, as part of a digitized process it is customary to receive an indication of when your purchase will be shipped. And once shipped you receive additional notification of estimated delivery date along with a tracking number. As long as the communicated expectations are met you are likely to be left with a feeling of being well served independent of the amount of time taken, and will be more likely to use the same channel for future purchases. Public services should be no different. As an example, a citizen request management system should acknowledge receipt of a reported concern, set service level expectations, automate communication to the citizen for key updates, and confirm when the concern is resolved – all of this within a timeline that can reasonably be met. Trust and citizen satisfaction are sure to benefit when such an approach is adopted.

Measure and communicate results

One final thought relates to an imperative to establish KPIs that reflect how well any investment in digitizing services is paying off.  We suggest that a measure of citizen satisfaction always be included, but others such as staff hours spent per citizen service request, percentage of requests received through digital versus other channels, abandon rates, and others will also come into play. These metrics can be used to reinforce strategies that should remain at the forefront of any ongoing digitization efforts, and highlight areas that need further refinement or rework. Of equal importance, this will provide a basis for communicating value and success to stakeholders including city council, CAOs, departmental managers, the transformation team and, of course, the citizens that stand to benefit. This is critical to build momentum towards the ultimate goal of making citizen service requests as seamless as on-line shopping.

Share

2022 Security Risk Budget Outlook

Moving on up

At the onset of the pandemic, Security Risk budgets decreased as organizations shuttered their doors and employees left the office, and organizations under duress looked for places to cut costs. Many found their savings in the Security budget. But now, the potential to double or triple budgets in 2022 maybe a reality.

Our research shows approximately two-thirds of security budgets increased in 2021 from 2020, but still have yet to reach or return to 2019 levels. 2022 has the potential to change that.

As organizations are set to come back to life in 2022 security risk events have not gone away. In fact, the COVID-19 pandemic created new security challenges. The new challenges have yet to be solved, and as schools and businesses reopen / remain open during potential future surges, the security risks of the past return as well. In order to protect themselves from past, current, and future threats, organizations need to reinvest in physical security.

Really watch

Real camera surveillance and real-time monitoring integrated with a uniformed security guard force that is properly trained may be for some organizations the order of the day. High-caliber uniforms security guards and training necessary to protect against threats to an organization cost more than $15-20 an hour. Challenges will emerge to protect your organization, your information, your IP, your personnel. All of this may lead to an explosion of security requirements, and the budget.

Another factor contributing to budget increases in 2022 is executive protection. According to the Ontic 2021 Mid-Year Outlook: State of Protective Intelligence Report, 58% of CEOs and senior leaders who expressed a stance on political issues received physical threats. Senior Public Officials and local health department leadership who encouraged health measures like vaccination or mask-wearing have also become targets of physical threats. Against the backdrop of this increased threat landscape, executive protection has grown in importance among physical security professionals.

An inner look

These aforementioned types of threats could also come from inside an organization. Leadership will either take a stand, or not take a stand. The personnel of an organization expect their leaders to take a stand, whatever that might be, for or against a particular issue or concern. Unfortunately, pent up frustration surrounding decisions may not even be pandemic related, and at times still result in leaders being threatened. In many areas of the country, threats against “leadership” is foreign territory for many organizations.

Integration

The threat landscape has always been uncertain and rapidly changing. With many advancements in approach, strategy, and technology, organizations can protect themselves with integrated security risk strategies.

As both physical and cyber threats compound, organizations are tasked with protecting themselves on all sides. With increased and realized threats there is one unfortunate downside. Higher security costs as risks to supply chains, cyber and physical security risks increase. During this pandemic many organizations have unfortunately learned that their security profile may not be or has been at a level they had hoped it to be. New gaps have been found, existing weaknesses have become even weaker and due to other impacts of the pandemic, organizations may have struggled to get the necessary supplies, purchases and even personnel in a manner to which they were once accustomed.

Plug it

Identify your shortfalls, your gaps and plug the holes. A comprehensive risk assessment will assist in that process. If organizations fail to plug those holes, and as they begin to re-open even more, they unfortunately will remain or fall back into a vulnerable position.

Proactive hard work

Technology enhancements, uniformed security, executive protection, education, and plain old attentiveness and proactive behaviour towards security risks to quickly address existing and newfound challenges brought forth because of the pandemic will require increases in security budgets in 2022.

Now more than ever we need to move beyond reactive, and proactively secure our organizations.

It all simply starts with a plan.

We can Help.

Plan the Work. Work the Plan.

 

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

 

Share

Being aware – situationally aware

Our world has always been in a state of perpetual change. Now more than ever, it is perceived to be doing that at an ever-rapid pace.

Positive changes such as economic growth, and technology advancements to note a couple. Unfortunately, with the positive, comes the negative. A continuous cycle of persons who wish to do harm.

Safety and Security experts inform us that violent events will continue to happen. The violent extremist motivated and driven by an ideology, to the targeting of individuals, place of business, worship, acts of violence that permeate into every vertical, sector of business and government.

Active safety and security programs are continuous reviewed, modified to face existing and the new challenges of tomorrow.

To make your safety and security programs more effective, the program needs ambassadors, staff.

Ambassadors need to be aware. Situationally aware.

Situational awareness training provides your staff with valuable intelligence & time when facing safety and security situations of potential harm or danger.

Being situation aware is truly a change in mindset.

It is a way of thinking that will focus a person’s behaviour, their outlook, and their mental attitude. People that are aware are no longer vulnerable but capable.

Capable individuals are always prepared. Capable individuals are not complacent, they use technology to enhance their preparedness and response and their planning always includes a contingency plan.

Situationally aware staff improve the effectiveness of your safety and security program.

Situationally aware individuals enhance the workplace and enhance their personal safety and security.

We can Help.

Plan the Work. Work the Plan.

Should your Municipality need assistance in Situation Awareness training, contact Michael White Group International today, and we will be happy to answer your questions.

Michael White Group International is Arcuri Group LLC approved Situation Awareness Specialist Certification Training provider.

 

Share