AccessE11 – A Municipal Year in Review

January 17, 2024

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.

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

January 10, 2024

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.

Crime Prevention Through Environmental Design: Understanding Its Significance and Implications

November 28, 2023

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:

Risk Assessment: It helps in identifying potential security risks and vulnerabilities in a particular area.
Customized Solutions: It enables the development of tailored strategies that address specific local crime issues.
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:

Reduced Crime Rates: Properly implemented CPTED principles have been shown to decrease crime rates significantly.
Enhanced Public Safety: It improves the perception of safety and security among residents.
Economic Advantages: A safer environment can lead to increased property values and business activities.
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:

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

Drawbacks of CPTED

While beneficial, CPTED surveys also have limitations:

Resource Intensive: Conducting thorough surveys requires significant time and financial resources.
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.

Navigating the Surge in Citizen Records Requests: A Guide for Municipalities

October 25, 2023

The democratization of information, fueled by the digital age, has empowered citizens to seek transparency and accountability from their local governments. As a result, municipalities are witnessing an unprecedented surge in citizen records requests. While this surge is a testament to an engaged and informed citizen base, it simultaneously presents logistical and operational challenges for local governments. The complexities involved in fulfilling these records requests have also escalated, making it an arduous task that requires meticulous planning, resource allocation, and, most importantly, time.

Growing Volume and Complexity

According to a study by the National League of Cities, the volume of citizen public records requests has increased by over 30% year-over-year. This exponential rise is not just a number but represents a myriad of requests, from simple inquiries about public expenditures to more complex demands for legal documents. In addition, the cost of processing a single request can vary significantly depending on the complexity, ranging from $30 to almost $450.

Burden on Municipal Staff

The administrative burden to meet these demands stretches the already scarce labour resources available to municipalities. Staff must divert time from other civic duties to comb through files, redact sensitive information, and ensure compliance with the Freedom of Information Act (FOIA) or equivalent state laws. Couple that with the complexities of the requests themselves increasing, now including photo and video, and it’s become the number one burden for over 75% of government agencies according to a survey. As a result, the time taken to fulfill a request has lengthened, leading to delays and, consequently, unhappy citizens.

The Need for a Digital Solution

In an era where speed and efficiency are paramount, relying solely on manual processes is unsustainable. Adopting a digital solution for handling records requests can serve as a cornerstone for effective citizen engagement. Automation can streamline the process by categorizing requests, assigning them to the relevant departments, and even providing estimated timelines for fulfillment. Digitization also enables easy retrieval and sharing of documents, reducing the turnaround time significantly.

Planning for Implementation

For municipalities contemplating a shift towards a digital solution, here are some key steps for a seamless implementation:

Needs Assessment: Conduct a thorough analysis of the current system, identifying bottlenecks and inefficiencies.
Vendor Selection: Look for solutions that are robust, user-friendly, and offer functionalities specifically designed for records requests.
Staff Training: Ensure that municipal staff are adequately trained to utilize the new system effectively.
Pilot Testing: Implement the solution in phases, beginning with a pilot program to gauge its effectiveness.
Feedback Loop: Continually collect feedback from both staff and citizens to make necessary adjustments

Prioritizing Integration

Rather than operating in silos, modern municipal systems require a level of interconnectedness to function efficiently. Choosing a citizen records management solution with an open API can be a game-changer in this regard. Open APIs allow for seamless integration between different software platforms, thereby creating a centralized hub for all relevant data. The following are major benefits of having a system that can integrate with others:

Centralized Data: Having a single point of access for various types of data eliminates the need for multiple logins and reduces the risk of data duplication or error.
Streamlined Workflows: An open API enables automated data exchange between systems. For example, a records request in the citizen engagement platform can automatically populate fields in the document management system, saving time and reducing manual entry errors.
Enhanced Collaboration: Different departments within the municipality can easily collaborate as they can access the same, consistent data. This is especially useful for complex records requests that involve multiple departments.
Scalability: As your municipality grows, an open API ensures that new functionalities and modules can be easily added or updated without overhauling the entire system.
Cost-Efficiency: Interoperable systems reduce the need for additional software to bridge gaps between different platforms, lowering overall costs.
Compliance Ease: Integrated systems can be programmed to automatically adhere to legal standards such as the Freedom of Information Act (FOIA), making compliance simpler and less prone to human error.

By opting for a solution that prioritizes interoperability through an open API, municipalities can ensure that they are investing in a flexible, scalable, and efficient system. This enables local governments to meet the growing and complex demands of citizen record requests while simultaneously facilitating other municipal operations.

Conclusion

The task of managing citizen records requests is becoming increasingly complex and time-consuming. However, adopting a digital solution can alleviate many of these challenges by automating workflows, digitizing records, and enabling efficient resource allocation. A specialized system, like AccessE11, focuses strictly on citizen engagement and issue management, making it an ideal choice for municipalities looking to streamline this aspect of their operations. With a well-planned implementation, local governments can significantly reduce the time and resources required to fulfill citizen records requests, thereby fostering a transparent, efficient, and engaged community.

How User-Friendly Online Services Drive Citizen Satisfaction

September 12, 2023

Citizen satisfaction is not just a buzzword; it’s an essential metric for evaluating the performance of local governments. Research indicates that a staggering 72% of citizens are interested in utilizing online government services. Despite this interest, over half abandon their attempts due to difficulties in navigation and access. The implications are clear: providing user-friendly online services is not a luxury but necessary for increasing citizen satisfaction and fostering trust.

Citizen Satisfaction: The Cornerstone of an Effective Local Government

Citizen satisfaction serves as a barometer for the effectiveness of local government. A satisfied citizenry is more likely to engage with the community, trust their local government, and participate in civic responsibilities like voting. According to a study by Pew Research Center, 71% of Americans who have a favorable view of their local government are also actively engaged in their communities, compared to just 28% who have an unfavorable view.

The Challenges of Simple Online Services

While the advent of online services opens doors for more efficient and streamlined government-citizen interactions, it’s not without its challenges. One of the most significant obstacles is the complexity of user interfaces. In an environment where many citizens are already hesitant to engage with governmental systems, a convoluted or unintuitive interface can serve as a formidable barrier.

Moreover, the issue of accessibility remains a pivotal concern. This isn’t just about having access to a computer or the internet. It is also about how easy the system is for people who may not be digitally literate. Aging populations combined with a constantly changing technological environment create a level of complexity that some people cannot navigate.

The Ripple Effect of User-Friendly Online Services

The benefits of enhancing the usability of online government services extend far beyond mere convenience. They directly impact the quality of governance and citizen satisfaction. For instance, efficient problem resolution is a tangible outcome of a well-designed interface. When citizens can easily report issues or request services, it expedites the government’s ability to address these concerns and creates a positive feedback loop.

Additionally, the usability of online services directly correlates with government transparency and civic engagement. A system that enables straightforward access to information or services naturally encourages citizens to interact more with their local government. This fosters a culture of transparency, as citizens are more likely to be informed about government initiatives and spending. Therefore, investing in the usability of online services can be a strategic move that pays dividends in multiple facets of governance and citizen satisfaction.

Blueprints for Success

Leveraging a sophisticated case management system can significantly elevate the quality of citizen engagement for local governments. This sets the stage for a more streamlined and user-friendly online experience. One of the most crucial features of such a system is an easy-to-use, citizen-facing web form. Local governments can ensure that citizens can effortlessly report issues or request services by providing a straightforward and intuitive form. This streamlined approach can significantly improve problem-resolution efficiency, enabling government agencies to promptly and accurately collect all necessary information. Mobile capabilities further extend this accessibility, allowing citizens to engage with their local government whenever and wherever it’s most convenient.

Another standout feature of a robust case management system is automated communication. This functionality ensures that citizens are kept in the loop about the status of their issue or request, from initial receipt to final resolution. Such automation not only reduces the administrative burden on government staff but also enhances the transparency of the process. Furthermore, citizen outreach can be integrated into the system to periodically update the community about new initiatives, upcoming events, or important announcements. By combining these elements—accessible web forms, mobile capabilities, automated communication, and citizen outreach—local governments can create a holistic, user-friendly online experience that meets and exceeds citizens’ expectations, thereby fostering higher engagement and satisfaction levels.

AccessE11 is a solution that can tackle all these issues, while being affordable and easy to implement for your municipality. By offering automation, citizen outreach, and an easy to use citizen facing webform, AccessE11 gives local governments of any size the chance to bring easy online access to their citizens. You can do the same in your municipality.

In Conclusion

Driving citizen satisfaction is no longer just ‘nice-to-have’; it’s a necessity for the overall health of local governments. Investing in user-friendly online services can significantly elevate citizen satisfaction, engagement, and trust. As we move deeper into the digital age, the governments that prioritize these aspects will be the ones to set benchmarks in effective governance.

Ontario’s Minimum Wage & The Inflationary Wage Spiral

September 8, 2023

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).

Just what is a Municipal CAO?

June 29, 2023

Whenever I tell someone, I was a municipal CAO earlier in my career, I see their eyes glaze over and they slowly respond, “Ohhh??”, in a questioning tone and with a realization they have absolutely no idea what that is.

Yet, “she or he might be the most important person you’ve never heard of.” [i] .

A municipal CAO plays a role – arguably perhaps the most important municipal role, that affects you on a day-to-day basis.

Here’s the Textbook Description:

Your municipal chief administrative officer is the top administrator in a local government and is directly involved with many key decisions that impact your everyday life.

They exercise general control and management of the municipality for the purpose of ensuring the efficient and effective operation of the municipality. They are also visionaries who continually look for new and innovative ways to enhance and improve services for citizens, all the while balancing public expectations with financial feasibility.

The CAO has a direct influence on everything from planning for the future of the municipality to how your garbage is picked up.

So, why don’t folks know about them?

Well, mostly because they are typically the unsung heroes who work away in the background. The CAO role is not an elected position and they typically do not act as the public voice for the municipality – that’s the role of Mayor or Council.

Candidates for CAO positions are hired – generally after a grueling and lengthy interview process, and then appointed to the position by By-Law. They are highly trained and experienced individuals.

CAOs are not politically motivated, nor are they Chiefs of Staff for a Mayor. They provide recommendations to Council but at the end of the day, Council makes the decisions that govern every aspect of a municipality.

I totally understand why folks do not know what a municipal CAO is. I sure never grew up saying I was going to be municipal CAO! But, from my experience, being a municipal CAO is one of the most interesting and rewarding careers you will ever have.

So, get to know your CAO – and consider a career in municipal government!

Susan Shannon, CEO muniSERV.ca

[i] San Grewal, Urban Affairs Reporter, Toronto Star – Wed., June 1, 2016

Citizen Management Software: An Affordable 311 Alternative

June 29, 2023

The problem: Dedicated 311 Systems are prohibitively expensive

As residents increasingly demand easier access to services, the need for software solutions to meet this demand becomes crucial. However, smaller municipalities often face barriers due to the high cost of implementing new technology. Many self-service and dedicated 311 software solutions can be prohibitively expensive and may only be effectively utilized by larger centers. Thankfully, there are cost-effective alternatives available that can provide similar benefits.

An Alternative for Small to Mid-Sized Municipalities

One such alternative is citizen issue management software, which proves to be an effective option for municipalities to track, manage, and respond to citizen requests and concerns. These modern, cloud-based systems enable municipal staff to handle requests more efficiently from start to finish. When a resident makes a request or submits an issue, the software automates the entire logging, assignment, and communication process. This automation saves countless staff hours and eliminates duplicate data entry.

Numerous municipalities have already experienced success by implementing alternative software for their issue management processes, as opposed to opting for a dedicated 311 system. According to an article from Govtech website, the city of Evanston, Illinois has significantly improved it’s success rate since adopting citizen management software. For example, their recycling “miss rate” has dropped to 0.0001%, according to Erika Storlie, deputy city manager for Evanston. The software streamlined operations and improved response times, resulting in a better overall experience for citizens

Providing an Enhanced Citizen Experience

Enhanced citizen experience, in turn, leads to increased engagement. The seamless, automated communication provided by these software solutions ensures that residents receive updates and notifications throughout the entire process, from issue submission to resolution. This real-time communication and transparency make citizens feel heard and valued, thereby encouraging their active participation. Municipalities that have adopted citizen engagement solutions reported up to a 20% increase in resident participation in council meetings and other community events.

Making Informed, Data Backed Decisions

Data and analytics also play a crucial role in the issue management process. The ability to identify areas of concern allows department heads and management to proactively address issues before they escalate. Additionally, analyzing trends provides insights into the most pressing concerns facing citizens, whether positive or negative. Armed with this information, councils and management can make informed policy decisions, allocate resources appropriately, and foster a thriving community that prioritizes the voice of its residents.

AccessE11: The #1 Rated Citizen Management Software

At AccessE11, we offer an alternative to traditional 311 software that is purpose-built and priced to meet the needs of smaller communities. Our system is designed to automate day-to-day tasks and reporting, freeing up staff time to focus on innovation and delivering even better service outcomes.

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

June 19, 2023

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.

Transparency Made Easy: How Municipal CRM Software Improves the FOIA Request Management Process

May 23, 2023

Municipalities face a complex challenge in FOIA request management (Freedom of Information Act). To find the pertinent information, staff must carefully sift through the vast amount of documentation and data, further complicating the task. Fulfilling these requests involves not only locating the requested data but also scrutinizing it for any redactions or exclusions mandated by law. As a result, the fulfillment of such requests entails a significant investment of time and effort. This effort may divert resources from other critical responsibilities.

However, the fulfillment of FOIA requests is an essential element of government transparency. It empowers citizens to access public records and ensures accountability from their government. Thus, it is imperative for municipalities to prioritize the adoption of a solution that can streamline the FOIA request management process. Ultimately, building trust with their citizens and better serving their communities. This is precisely where a municipal CRM (Citizen Relationship Management) software comes into play, revolutionizing the processes of a municipality.

Centralized Request Management

The number one benefit of utilizing a CRM software is the ability to establish a centralized platform that manages all customer interactions, including FOIA requests. Through this platform, municipalities can consolidate all FOIA requests into one centralized system. A centralized system provides a comprehensive overview of all requests received. This efficient tracking and documentation method ensures that every request is accounted for. As a result, no citizen concern or request falls through the cracks. Outdated systems (or a lack of system entirely) significantly increase the likelihood of missing issues. The outcome of missing issues can result in legal troubles for municipalities.

Secure Document Management

Security and confidentiality are essential considerations when looking to protect the information of citizens. By utilizing a CRM platform, municipalities can ensure that they securely store and manage public records. Additionally, they can restrict access to authorized staff members only, and protect against unauthorized access or disclosure.

Choosing a system that offers trusted and secure document management tightly controls access to records and documentation of who accessed them. Staff can easily fulfill FOIA requests without being concerned whether they will violate the privacy of a citizen or accessing something they weren’t authorized to. Additionally, CRM systems track every time a record or document is updated or changed, providing an extra level of security. This ensures that specific documentation is available showing who made changes to those documents and when it happened, in case of any future concerns.

Automated Request Processing

Another key advantage of utilizing a CRM platform for FOIA requests is the automation of manual processes. The result is an efficient and streamlined FOIA request process. Upon receipt of a FOIA request, the system will automatically generate a confirmation email to the requester, confirming receipt of their request and outlining the next steps of the process. This automated response ensures timely communication with the requester. It also reduces the burden on staff to manually confirm receipt of the request, while still keeping the resident satisfied that their issue is being looked into.

The CRM software can also automatically assign the request to the appropriate staff member or department. This eliminates the need for manual assignment and reduces the risk of miscommunication or errors. To lower the risk of delayed responses or missed deadlines, the system also configures reminders and alerts. Thereby ensuring that the request is processed and fulfilled within the required time-frame.

Real Time Status Updates

One of the most frustrating aspects of a citizen request is often the lack of transparency around the status of a request once it’s been made. Offering real time updates and status look-ups give citizens the comfort in knowing that their concerns are being taken seriously and dealt with appropriately.

CRM software can provide these updates to citizens automatically. Whether it be through a self serve portal, or through email and phone support, municipalities can improve transparency and accountability of FOIA requests. The result is an increase in trust and confidence in their community.

Analytics and Reporting

Finally, adopting a CRM platform for your municipality will provide you with a powerful tool that enables departments to access valuable analytics and reporting capabilities. With a CRM platform, municipalities can gain a deeper understanding of their performance over time. It also allows staff to identify areas for improvement, and make data-driven decisions to streamline their FOIA request process. For instance, they can see which types of requests are most received, which departments are responsible for fulfilling the most requests, and the average time it takes to process a request. Armed with this information, they can tackle bottlenecks head-on. They can also allocate resources strategically, and ultimately enhance the effectiveness and efficiency of their FOIA request process.

In Conclusion

The Office of Government Information Services examined the significance of collaborating with technology experts and tools to manage FOIA requests in a study. The study found that only one out of every five organizations was engaging in such a partnership. Adopting a municipal CRM software solution for managing FOIA requests is crucial for government transparency and accountability. CRM software provides a centralized request management system, automates manual processes, ensures secure document management, offers real-time status updates, and provides valuable analytics and reporting capabilities By streamlining the FOIA request process, municipalities can better serve their communities, build trust, and improve their overall performance over time. Ultimately, the adoption of a CRM software solution is a wise investment for any municipality looking to enhance its efficiency and effectiveness in managing FOIA requests.

AccessE11 is one such solution. Able to securely manage documents and citizen records while being affordable to small & mid-sized municipalities. Request a demo today and discover the changes you can make to your citizen engagement process.