Digital Solutions for Canadian Municipalities

The past few months have been challenging for everyone as we change the way we live, play and work. Many industries have been forced to pivot and find digital solutions to continue serving their customers in the “new normal”. Canadian municipalities are no different. With many municipal offices closed to the public or working at a reduced capacity, there has never been a better time to start introducing digital solutions to work safer and work smarter. Here are some great digital solutions from Canadian muniSERV members to get you started.

 

Citizen Engagement/Customer Service

 

 AccessE11 is a Municipal 311, Citizen Issue and Relationship Management platform designed to provide small to mid-sized municipalities with a simple, cost-effective means to manage citizen issues. The platform drives simplicity, reduced administration, stronger decision making and better compliance across specific areas of focus within local government operations. Citizens can report issues and monitor the status of their issue digitally, improving customer service and operational transparency.

 

Smart City/IoT

 

 Trilliant has revolutionized how municipalities, cities, energy providers and utilities manage their mission-critical operations. Trilliant connects the world of things (IoT) and incorporates Smart City functionality to new or existing networks. Municipalities can improve the efficiency of their offerings through the implementation of things like advanced metering infrastructure for water, electricity and gas, smart street lighting, smart network sensors and so much more.

 

Treasury

 

 Clik2Pay  is a customer billing payments solution that allows citizens to receive and pay their tax bills or other municipal invoices directly from their smartphone. Municipalities benefit from quicker payments and simplifed bill collection, all for less than it costs to pay by debit or credit card.

 

Payroll Efficiency

 

 Mother Clock  Inc. is a fully integrated time tracking payroll platform that is modernizing payroll technology. This tablet-based time tracking service is the solution for businesses that want to abandon paper-based processes.  Mobile employees can use their smartphones to clock-in/out with GPS time tracking, increasing accountability.

 

Cyber Security & Training

 

 RiskAware provides municipalities with an Information and Cyber Security advantage through governance, training, education and risk management. They can help you assess your digital risks before getting started.

 

Digital Transformation Consulting

 

 ArchITectAbility provides IT Advisory, Assurance, Architecture and Governance expert services as well as Business Process Re-engineering offerings. If you’re not sure where to start your digital transformation, here you go!

 

These are just a few of the great Canadian companies that are helping municipalities go digital. 

 

Search our  Find a  Consultant database by service, business name, province or city, for even more of our members’ innovative digital solutions, to help municipalities simplify processes and find efficiencies! 

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Unused Technology Costs

How much does your organization spend each year on technology? Not just new technology but maintenance and subscription renewals as well?

 

If you’re a medium or enterprise-level corporation, it’s probably not an insignificant amount

 

For that matter, relatively speaking, a lot of small businesses can also point to technology as a good chunk of their operating expense

 

But now the more uncomfortable question…are you using all of that technology you’re paying for?

 

I was going through my invoices last week and realized that I’m still getting charged by our old hosting provider even though we moved our website to another platform several months ago

 

It’s a small monthly charge but, if I hadn’t caught it, who knows how long I would’ve kept paying those fees

 

Now imagine if that were to happen in a larger organization. Unfortunately, from what I’ve seen in large organizations, there’s not much left for the imagination

 

A few years ago, we were doing some consulting work for a client who’d heavily invested in a premier financial platform that was running on their on-premise servers

 

They’d paid seven figures for the initial license fee plus a year’s worth of consulting for customization, implementation and testing

 

And every year since they’d been paying close to six figures for annual maintenance

 

During our review we noticed two invoices our client had received from the same software supplier

 

One was for the annual maintenance, but the second one was for annual subscription fees

 

What had happened was, during the year they were going through their implementation, the supplier released a cloud version of the same product

 

And got the finance department to sign up for a one-year subscription so that they could start using the software right away

 

With the idea being that everyone would get moved to the on-premise version when it went live

 

But that road from on-premise to cloud is usually a one-way street. Rarely do you see an organization go the other way

 

So they went live, but everyone kept using the cloud version

 

And because there was a disconnect between the business and IT, the subscription would auto-renew each year and finance would pay the renewal

 

At the same time, IT would get an annual maintenance invoice for the server-based version and that would get paid as well

 

Now I know that a lot of you are hearing this and thinking about a time when this might have happened in your organization

 

Or you’re wondering if it’s happening right now

 

Folks, it’s September, which means a lot of your IT contracts are going to be coming up for renewals

 

And if there’s ever been a year when it was absolutely critical that you only pay for what you’re using…it’s this year

 

If you’re going to survive 2020 and still be standing in 2021, you have to get a handle on your IT spend

 

But you’ll never be able to do that until you have a handle on your IT contracts

 

And that’s where I believe we stand head and shoulders above everyone in this space

 

Because I designed a platform that gives your procurement team everything they need to properly manage contracts…and they’ll do it for pennies on the dollar

 

So take 5 minutes to see how OneView works

 

And if you need some help with your year-end renewals, reach out to us. We can help with that too

 

Mohammed Faridy

[email protected]

 

 

 

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Pandemic/Epidemic Business toolKIT

We are deeply focused on keeping your employees, customers, and suppliers safe while working, visiting, or conducting business at your facilities and supporting your business operations.

The Michael White Group International and Hilt International Security have partnered together in order to create a dynamic resource that is continuously growing, developing, and being  revised to keep you informed of the latest requirements, new best practices, and procedures.

As we all continue to navigate our  ‘new normal’, we have tapped into our global resources to develop a toolKIT that lays out processes to raise awareness of new health and well-being protocols and potentially helpful practices for cross-functional teamwork, operating discipline, and training for employees.

While it is not a one-size-fits-all approach, the Pandemic/Epidemic Business toolKIT includes practical recommendations, based on guidelines from Health Canada and World Health Organization, that could be tailored for different  businesses (when required) to address various scenarios they may face when returning to work. Regular updates will be made to the toolKIT based on real-time feedback. The toolkit covers a wide range of topics, including:

•      Step-by-step guides for setting up a pandemic response team

•      Cleaning and disinfection procedures

•      Staggering shifts and lunch breaks and other physical distancing strategies

•      On-site health screening

•      Protocols for isolating employees who become ill at work

•      & more.

This has been a difficult time for everyone, and re-establishing a workplace where employees feel comfortable performing their jobs safely is a multi-faceted challenge. It is our hope that by developing and providing this resource we can help your organization accomplish and adapt to the new operating protocols in today’s still ever challenging conditions.

Should your Municipality be open to exploring the need, whilst accessing our  toolKIT to assist you during  the re-opening, and re-populating of your facilities, contact Michael White Group International today, and in partnership with Hilt International Security we will be happy to assist.

 

 

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Canadian Government Entities Under Scrutiny for Lax Cybersecurity

Canada’s government sector is increasingly coming under scrutiny for both lagging privacy and security both in legislation and in practice

 

In a sign of the times, figures released in February to the House of Commons reveal that the personal information of at least 144,000 Canadians was mishandled by Federal department and agencies, including the Security Intelligence Service and Department of National Defense.  The breaches were widespread, impacting over 10 separate departments and agencies, with evidence indicating that these figures are being underreported due to inadequate reporting requirements.  The Canada Revenue Agency led the pack with 3,020 identified breaches over the last two years impacting at least 59,065 Canadians. 

 

Helical’s offerings meet the “Baseline Cyber Security Controls for Small and Medium Organizations” published by the Canadian Centre for Cyber Security and can be scaled up according to need.  You can learn more about how we meet these requirements here or for more information about Helical, visit our website.  

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IT Projects & Black Swans

Have you ever been involved in an IT project that was difficult and resulted in a less than optimal outcome? I still joke about being a survivor of a large-scale IT implementation project. That was more than ten years ago and the memories are still fresh and painful. That is not to say that all IT projects end in disaster and I have seen a number of IT projects succeed in my career. Still the stigma remains and there is ample anecdotal evidence in the workplace that IT projects are particularly prone to failure.

Does this belief hold up under more rigorous scrutiny? According to Oxford University professor Bent Flyvbjerg, who has spent his career studying this subject, IT projects are actually not the worse type of project. He found that globally, across all industries, the percentage of projects that come in over-budget are:

Ø  50% of IT projects

Ø  60% of Energy projects

Ø  70% of Dam projects

Ø  90% of Olympic Games[1]

So only half of all IT projects come in over-budget. That somewhat mixed news for IT projects is tempered, however, by the obvious fact that IT projects are much more prevalent. IT projects are happening every day in organizations all over the world while large energy projects, dams and Olympic games are much fewer in number and less frequent.

In another study, Flyvbjerg and his colleague Alexander Budzier, focused solely on a sample of almost 1,500 IT projects.[2] The projects in the study included enterprise resource planning, customer relationship management, document management, and other management information systems. Many of the projects looked at were in the US public sector but surprisingly the results showed little difference when compared to projects in the private sector or other locations around the world.

Here is what they found:

Average IT project cost overrun is 27%

While that average might not seem alarming what they were startled to find, and what that average was hiding, was this reality:   

1 out of 6 IT projects had cost overruns of 200%

1 out of 6 IT projects had a schedule overrun of 70%

That means nearly 17% of all IT Projects are nightmare projects or what they call “black swans”.[3] Using a term popularized by best-selling author Nassim Taleb, black swans are “high-impact events that are rare and unpredictable but in retrospect seem not so improbable”.

There are many reasons for this high rate of IT project black swans but Flyvbjerg and Budzier point out a common finding was that sales and product development engineers and managers often have less than adequate skills in implementing the technology itself.  

The end result of these IT black swans is usually the same: increased financial pressure, reputational damage, and often loss of jobs, particularly those deemed responsible for the project. If a private sector organization is already weak before the black swan, the black swan IT project can often be fatal to its very survival. In the public sector, the organization survives but the public is left to pay for the mistakes through additional tax burden.       

To avoid becoming the next IT black swan case study, Flyvbjerg and Budzier say that we should always assess our organizational readiness through a 2-part stress test before beginning our next large IT project:

1.       Can the organization afford the cost if our largest IT project goes over-budget by 400% or more and if only half the benefits are realized?

2.       Can the organization absorb the impact of having 17% of all our medium sized IT projects coming in over-budget by 200% and missing the project deadline by 70%?   

These scenarios seem far-fetched when viewed at the outset of the latest IT project but the records show they happen all too often and no organization or industry is immune.  

As I said at the outset, many IT projects do succeed coming in on-budget and on schedule. According to Flyvbjerg and Budzier, the IT projects that are successful all share these common 7 key characteristics:

1.       Stick to the schedule

2.       Avoid scope creep

3.       Break the project down into manageable pieces

4.       Have the right people

5.       Minimize turnover of team members

6.       Align with business needs

7.       Focus on single objective and measure all activity against that target

  

  


[3] Nassim Taleb, “The Black Swan: The Impact of the Highly Improbable”, Random House, 2007

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How Do I Set up a Webinar? Productivity Tools to Help

muniSERV’s professional members know that as part of their membership, we advertise their webinars directly to our municipal members. We know it’s hard to get past municipal gate-keepers so what better way is there to increase your visibility and credibility with municipal decision-makers, than with a webinar?

 

And our municipal members love webinars – particularly the free Lunch & Learn type webinars.  We know this because our open and click-through rates for our newsletters are consistently higher than the industry average rates.   

 

To be successful though your webinar must be educational and address a topic of interest to municipalities.  Municipalities won’t register for your webinar if they think it’s just about “selling” your product or service.  

 

Here’s What Our Members Say

 

“At Emergenetics we are always looking for strong, credible partners as we build our international brand in Canada and I have loved partnering with muniSERV and muniJOBS.  

I am continuously impressed by the outreach opportunities we receive with our muniSERV membership, the response we receive to our webinars and the quality of the audience it attracts.”

Gail Green, President – Emergenetics Ontario  April 2019

 

Ideas for Webinars

 

If you sell risk management software, provide some educational – or even scary statistics and inform municipalities on ways to mitigate online losses.

 

If you sell HR services, speak to the importance of performance reviews and what led you to develop your solution.  You can even provide a sneak peek of your solution with a quick demo – but again, it must be delivered as a solution to the problem you are educating them on and not just a sales pitch for your services.

 

Here’s where I feel a bit hypocritical though. I know the value and the power of providing webinars (that’s why we encourage our members to do so), but I confess, that while I have co-sponsored some webinars, I have never actually set one up myself.  (because shamelessly – I don’t know how to do it!)

 

So, in order for me to help you I had to help myself by learning how to conduct a webinar.  Here are some tricks and tools I learned along the way.

 

Webinar Tools

Your webinar can be as basic as creating PowerPoint slides and delivering a webinar by using remote conferencing services that use cloud computing, such as Zoom or JoinMe.  

 

I use Zoom to share my screen and provide online demos of muniJOBS.  While I pay the annual fee for Zoom, you can use many of their features for free. However, their specific webinar service comes at an additional cost.

 

If you want folks to register for your webinar (and you will so you can gather leads), you will need a way to handle the registrations even if registration is free.  There are many registration tools available, but one I’m familiar with is Eventbrite.

 

To create and deliver webinars you may want to consider using specific webinar software.  Here’s an article by Joe Warnimont for codeinwp, that summarizes and compares the Best Webinar software of 2019.  

 

Once you’re ready to start creating your webinar content, these Six Tips for Success are a great guideline to follow.  Don’t forget to engage your audience with a poll, some direct questions or an icebreaker to make it interactive and fun.  There’s nothing worse than listening to a “talking head”, with no opportunity to provide input or ask questions!

 

Also, be sure you turn off any chat windows and on-screen notifications that could (and will) pop up while sharing your screen.

 

And finally, be prepared with extra batteries for your wireless mouse and a fully charged headset – because we’re all well aware of Murphy’s Law!

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Using Technology to Expand Municipal Capacity

Transparency in politics has become a hot-button topic, especially over the last five years. Government mistrust is at a peak and people are demanding answers and access to information. Voters calling for transparency was witnessed in this past Federal election of a minority government. Federal and Provincial politics are having an influence on how municipalities operate. Most municipalities are the principle point of contact for the average citizen which forces them to adapt faster than what’s been happening at the provincial or national level.

The Government of Canada is committed to being an open government, which they believe can be achieved through three streams: open data, open information, and open dialogue. The goals being to empower citizens, fight corruption, and strengthen technology, which helps overall governance. Providing citizens with these three streams will allow government to create trust and accountability. Once data is openly available, citizens will be informed and educated. With the rise and access of new technologies, governments can combat these problems and secure public confidence. It’s the governments responsibility to enable technology to combat these concerns.

At the local level, many municipalities are adhering to these three streams far better than their national counterparts. They are posting their bylaws, procedures, meeting minutes and agendas online, so their constituents are informed and up to date. In fact, some municipalities are going as far as taping council meetings so there’s full disclosure and little room for mistrust.

To read the full BLOG click here!

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North Carolina County loses Millions to Business Email Compromise and Phishing

North Carolina County loses Millions to Business Email Compromise and Phishing

Written by Michael Castro, vCISO and founder of RiskAware

Late last year, Cabarrus County in North Carolina fell victim to a crafted email asking to change banking information for a contractor with whom they had started business earlier that year. Within 3 weeks, the County had sent more than 2.5 Million dollars to who they thought was their contractor. It wasn’t.

It took a few more weeks to discover that they had been compromised. When the dust settled, the County was able to recover some funds, including a mere $75 000 from insurance, but even now, more than 1.7 Million remains unaccounted for.

Last year, losses to business email compromise topped 1.2 Billion dollars. As such, it is clear how an easy scheme can net quite large returns, and why it is so popular amongst cyber thieves.

Just the month previous, the city of Griffin in Georgia lost $800 000 in a compromise scheme.

Email as a process is not enough to deal with impersonation email, email fraud and wire transfer processes. Municipalities need to build new processes with checks in place to prevent the easy route of email compromise and fraud. Changes to account payable processes, proposer cybersecurity planning and education can all greatly improve the chance of such a scheme being caught before any money is lost.

Municipalities should also consider bring in cybersecurity experts to help with governance, compliance and process models that go beyond technical security controls and systems. For those government groups that have smaller budgets set aside for cybersecurity, a fractional or virtual Chief Information Security Officer (vCISO) is a good resource to help plan and build a more resilient cyber presence within a budget and capability of the municipality.

RiskAware is a boutique Cybersecurity firm, specializing in Security Governance and Strategy, assisting organizations of all sizes with security and risk advisory services and security-on-demand capabilities. RiskAware and its founder Michael Castro also provide fractional CISO services

RiskAware can be contacted at [email protected] or visited at www.riskaware.ca

 

 

 

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What is the difference between LEADERSHIP and MANAGEMENT?

In short: leaders create risk, and managers reduce it.

LEADERSHIP ANTICIPATES THE BEST OUT OF PEOPLE, AND MANAGEMENT ANTICIPATES THE WORST. While leadership invites others to follow, management ensures the followers are following.

Leadership is the act of inviting others to a new and better future.  A leader inspires and creates change by casting a vision of a destination that is different, better, and achievable.

Management is the ensuring things happen by creating, communicating, and monitoring expectations.  It tracks individual people to see that they perform as expected, as opposed to inspiring a number of them. 

Leadership skills can be summarized as those skills relevant to interacting with large groups of people, and to inspiring and creating vision. Conversely, management skills are those which are relevant to interacting with individual people, and to specifying and monitoring performance.

Many of the skills required to lead people are also the ones used to manage people. However, the expression of these skills can be significantly different.  For instance, a leader needs to effectively communicate to be compelling and inspirational, and a manager needs to effectively communicate to be precise and personal.

Because of the skillset overlaps between management and leadership, it is quite possible that a single person assumes either of these roles.

 

Want to learn more about leadership?  Check out EVERYTHING YOU NEED TO KNOW ABOUT LEADERSHIP.

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Smiling is Contagious. Try it!

It has been a spring that many will say there was nothing to smile about. It was cold, rainy and dark. From all the rain we have beautiful green lawns and flowers starting to bloom. Again there are many people in parts of the world that are not smiling with all the rain causing flooding and destruction. I wanted to take this opportunity to write about smiling and how contagious it may be in our workplace and for our clients.

Some people are always smiling, cheerful, and they seem to brighten up a room. Their positive attitude and gusto are identified by those they come in contact with. Moreover, we have all encountered those have the opposite effect on people-the “doom and gloom effect.” we often refer to one’s attitude and yet what is that? It is your mental state or the position you take regarding life.

Zig Ziglar once said, “Your attitude, not your aptitude, will determine your altitude.”  If you take the word “OPPORTUNITYISNOWHERE,” some people see the “no where” while others see “now here.” So is the glass half empty or half full? Often the difference between success and failure is not linked to how we look, how we dress, or how much education we have; it is based on how we think!

Great leaders share the same thought; knowing that a positive attitude is contagious. As leaders, it is vital that we display a positive mindset daily. After all, if we expect our employees to express positive attitudes, we should model such behaviours for them to see.

Each day we have a choice of whether we elect to display a positive or negative attitude. Daily, we encounter negative attitudes at work and in our personal lives. If you remain positive amongst pessimism, you can be contagious.

Some times it is not that easy. I have found some tips I would like to share to help you be positive from “Attitudes are Contagious. Is Yours Worth Catching” by Patti Wanamaker.

  • Be enthusiastic – people love to be around enthusiastic people. Enthusiasm is contagious and draws others to you like a magnet.
  • Associate with positive people – if you want to stay positive, stay away from people that drag you down. Associate yourself around like-minded people.
  • Smile – smiling makes it all better. Smiling releases endorphins and serotonin, which are known as the feel-good hormones. It is a lot easier to adopt a positive attitude when you feel good!
  • Change your thoughts – positive thoughts lead to a positive attitude, while negative thoughts lead to an adverse reaction.
  • Stop complaining – limit your complaints. Whining and griping about anything and everything will not create a positive attitude. When you are complaining, you are spreading negativity.

·        If you want more success in your leadership role and to have a positive impact on your employees, then make sure your attitude is worth catching.

Many of you are thinking, what is there to smile about, and why maintain a positive attitude when there are doom and gloom around us? Research has shown that there are health benefits of smiling in the workplace. We are dealing with conflict, mental health issues and have difficult situations arising every day as we manage our workplace. Interestingly many years ago, it was declared that “the smile is the best medicine for the happiness of humanity.” Later scientific research explained the effects and physiological benefits of smiling for a healthier life. Smiling can be beneficial, in dealing with illness, pressures of everyday life, stress at work, and smiling can even substantially change the quality and forecasts of our lives.

Would life not be better if people smile regularly? I think smiling every day would keep you away from the doctor and feeling self-confident. Try these:

  • By smiling, we can reduce the level of stress hormones. Smiling helps us to increase the number of antibody-producing cells and improve the effectiveness of other cells.
  • Smiling is good for our general health. Smiling 100 times is equivalent to ten minutes of rowing or cycling in fifteen minutes.
  • Sometimes we just want to laugh or cry. That means you want to release all the pent feelings in your head, making you feel both physically and mentally better. So to reduce anxiety smile often, even when you are not happy. Smiling at others will, in turn, help them be happy.
  • Smiling can take you from being angry, stressed, feeling guilty, and negative to putting you in a more favourable frame of mind. Smiling will make you change yourself and improve the attitudes and thinking to other people to the better.
  • When people can view an event that may be frightening as funny, they may be able to feel more content and see the events occurred just merely as a “challenge” in life, rather than a threat.

There are times when smiling, and laughter can be contagious. If you smile more than you can make other people around you also smile more. So by smiling yourself, you can reduce the stress levels of people around you and change their moods. Maybe even improve the quality of social interaction, and reduce your stress level as well.

They say that optimists have a stronger immune system and can fight disease better than the pessimists. There is a link between a positive attitude and good health, which is measured in many different ways. In general, researchers have discovered that optimistic people are more healthy, and they have a stronger immune system.

According to the British Organization of Dental Health, a smile has the level of stimulation as eating 2000 chocolate bars.

A smile does not cost you a cent, and it is easy to spread. A recent study showed that preschool children laugh 400 times a day, but the time we reach adulthood, we just laugh an average of 17 times per day.

So take the challenge and smile more often and find things in your lives that you can laugh about.

Stay great and healthy.

 

Monika B. Jensen PhD is Principal of the Aviary Group and can be contacted by email at [email protected]

 

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