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

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

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

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

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

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

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

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

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

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

It’s a cycle of continuous development and improvement.

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

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

And finally…one more thought.

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

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

Plan the Work. Work the Plan.

Reach out. We can help.

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

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Are you practicing SITUATION AWARENESS?

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

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

Training Situation Awareness benefits every department across the organization.

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

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

  • Personal Safety & Security
  • Crime
  • Workplace Safety

 

Personal Safety & Security

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

 

Crime

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

Workplace Safety & Security

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

 

Situational Awareness Training Delivery

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

  •          In Person
  •          Virtual Classroom

 

In Person Training

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

 

Virtual Training

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

Benefits

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

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

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

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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

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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.

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Tips to Run a Successful In-Person Meeting

Over the last two years, many of us had to learn how to connect differently than we were used to. Instead of putting on our best suit, we’re still in our jammies from the waist down. Instead of shaking hands we’re pushing unmute.

Slowly but surely, the world is beginning to open back up. Where it’s safe to do so, many meetings are returning to an in-person format. Since we’ve all become accustomed to doing things virtually, it may take a little time and effort to get back into the swing of the face-to-face meetings. Here are a few tips to help make your meetings run as smoothly as possible.

Set the Agenda:

Municipalities know this, but meetings always run more efficiently when there is an agenda to follow. Having a clear agenda helps set the expectations. If the conversation starts going off track, you can always point back to the agenda items to steer things in the right direction. Setting out estimated times each agenda item should take for discussion, will also help provide direction and keep folks on track.

Start on Time. End on Time.

While it may seem polite to wait for some late arrivals to join, there’s a bigger downside to holding off until everyone is in the room. First and foremost, this sets a bad precedent. Accommodating the latecomers shows the others that arrival times are lax. This can spiral out of control quickly. Secondly, the attendees who’ve prioritized arriving on time are now feeling frustrated that their time isn’t being seen as valuable.

Set Ground Rules:

Having a few basic ground rules around meeting etiquette can help provide great flow in your meeting. Some solid rules, or expectations, can be something simple like; participate, get focus, maintain momentum, and reach closure. If you list these rules at the top of your agenda, both new and returning attendees will understand the direction of the meeting.

End with an Action Plan:

We’ve all been in meetings where the conversation seems to go around in circles without resolving anything. It’s important to establish a plan of action for the agenda items that need follow-up. Assigning certain people to particular tasks and plotting out a course of accountability will ensure that your meetings have purpose and value to all of those involved. We’ve conducted meetings by video teleconference for so long, (and honestly, we’ve become pretty good at them), it will be an adjustment for everyone to start attending again in person. But a well-organized meeting, and Chairperson with good leadership skills, will get us all back
in the swing of things soon.

Oh, and one more thing – dig out that suit again. Things may have changed over the last couple of years, but it’s still not considered socially acceptable to wear pajama bottoms to an in-person meeting.

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Municipal Work Opportunities for Our Professional Members!

Ontario Supports Modernization of Small and Rural Municipalities

The Ontario government is providing up to $24 million to support the modernization of 224 small and rural municipalities across the province. This investment will help improve the delivery of critical programs and services that people rely on every day, while saving taxpayers’ dollars.

A total of 254 projects have been approved for funding under Intake 2 of Ontario’s Municipal Modernization Program. Municipalities will use the funding to find efficiencies and implement a wide range of initiatives to digitize, streamline and/or integrate programs and services with neighbouring communities.

The funding will help municipalities administer the cost savings measures in time for the 2022 municipal budget cycle.

Here’s the List of Municipalities who received funding for various Municipal Service Delivery & Efficiency Projects.

If you offer any of the services these municipalities are looking for, select the municipality you would like to work with and watch their websites for RFPs for any Third-Party Review or Implementation opportunities.  You might also want to watch muniSERV’s Find RFP’s section and/or bidsandtenders listings.

For more information on the Municipal Modernization Program and the June 30th announcement, click here.

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Considering a SaaS Platform for Citizen Request Management? Here are Some Key Questions to Ask

Local governments are continually looking for ways to streamline their operations. But with increasing citizen demands for more modern and accessible digital services, along with limited and declining budgets, bridging all of these needs can be a challenge. A growing number of municipalities are moving to manage these challenges by adopting Software-as-a-Service (SaaS) platforms for core operating functions.

In this article, we take a look at some of the key things to consider when selecting a SaaS solution specifically to underpin your citizen request management process.

Does the Service align well with your operational needs?

The answer to this question obviously needs to be a resounding yes, however when evaluating cloud-based citizen request management solutions it is critical to start with a clear understanding of what your true needs are – both immediate and longer term. First and foremost, preferred solutions should be designed from the ground up with the needs of local governments in mind for the best chance of a successful implementation. Where not the case, adaptation to your process requirements will likely be more difficult and prone to failure. Be equally wary of solutions that offer feature functionality that you can’t or won’t actually use as this will normally drive unnecessary cost, and also lead to sub-optimal usability and poorer uptake by staff. To fully benefit from the cost savings promised by moving to the cloud, also look for solutions that include tools that can be used by trained administrators within your organization to configure and customize the SaaS solution to your specific requirements without costly custom software development.

What considerations exist to keep the citizen fully engaged in the Service Request Management process?

In all aspects of local government operations, citizen engagement as a strategy to create better and more livable communities is seeing increased emphasis. Yet too often citizen involvement in the service request management process takes a back seat to internal tracking against the municipal assets that the requests relate to. Solutions that keep citizens at the forefront will leave them feeling well served and more compelled to contribute to the process. For example, a well-designed citizen request management platform should support multiple channels for the purpose of accepting requests so that citizens can interact how and when it works for them. Solutions should also be mobile friendly, automate communications for real-time status updates, respect WCAG guidelines for accessibility, and include on-line capabilities for citizens to view and comment on the requests they raise.

What do the SaaS vendor’s track record and reputation look like?

As is the case with any product or service purchase, an understanding of a vendor’s previous experience is a great leading indicator or whether their offer is right for you. When it comes to citizen issue tracking, look for companies that have been around for several years and that can demonstrate success with local governments having similar operations to your own. Speaking directly with appropriate reference customers should be a given. Credible software review sites like G2 and Capterra are also highly useful to gauge customer experience and success and to compare the different options that are available to you.

What happens to my pre-existing data?

If you are currently using an on-premise system for citizen service requests or have other sources of data that you have invested in over time, it is worth understanding the potential and ease with which this data can be preserved. Ideal solutions will provide administrative tools to simplify the data import process. And where source data needs to be cleaned or transformed to make this possible, your SaaS solution vendor should be able to provide professional services expertise to support required ETL efforts.

Can I take a graduated approach to switching over?

Setting aside the many benefits of a cloud-based solution, new technology will always involve change for your staff and, for this reason alone, you might be interested in starting small and evolving the use of the new platform over time. For managing citizen service requests, solutions that you consider should easily support adoption by a single department or limited number of users in parallel to other departments continuing with existing processes. This can reduce risk, provide an opportunity for user feedback and help to validate the business case for other departments.

What assurances can the vendor provide regarding security, performance and resiliency?

Continuity of your operations and security of your data are critical considerations, and a cloud approach necessarily involves placing trust in your selected vendor to have these in hand. For vendors with any significant customer base, the good news is that these requirements should have received a lot of attention and certified experts will likely have been involved in architecting and securing the hosting environment. But given the nature of citizen request data, you will want to make sure that an acceptable privacy policy exists and that handling of personally identifiable information is understood. It is also important to know what safeguards exist against DDOS attacks or other malicious behaviours, and whether redundancy exists for high availability and disaster recovery purposes. And finally, you will want to ask questions about data backup procedures that are in place, including frequency and location.

How well is integration with other systems supported?

If you find yourself in a position where you need to integrate the citizen request solution with other back-office systems, ask how these integrations can be supported for your unique use case. The principal needs are for the vendor to provide open APIs that allow for secure data exchange between systems, along with professional services to support these efforts. If a vendor has created pre-built connections to leading application integration hubs like Zapier even better as this could greatly reduce the effort and cost involved.

What onboarding, training and support resources are provided?

No evaluation would be complete without gaining a high-level of confidence that onboarding will go smoothly and that your vendor will be there to support your success with the selected citizen request management platform over the long term. Mature vendors will employ a customer experience team and provide a proven process to get you up and running quickly, train your administrative personnel and end users, and guide you through branding and configuring the solution to meet your specific needs. Also look for a searchable online knowledge base where answers to common questions can be found, and a robust and responsive ticketing process for situations where additional vendor expertise is needed.

What are the details of the pricing model?

A clear benefit of moving to the cloud is that it avoids any upfront CAPEX spend when municipal budgets are tight, however the SaaS solution that is right for you should result in lower total cost of ownership over the long term. Costs for available citizen request management solutions are highly variable so, first and foremost, look for a service that is priced right for the operating scale of your municipality. Depending on the simplicity of the pricing model, costs may vary based on metrics like user counts, data storage requirements, transaction volumes or number of modules included. As discussed above, your use of the platform could very well expand over time and any potential price increases should be easy to understand and reasonable.

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How to Persuade Employees to Embrace Records & Content Management

Records and Electronic Content Management (RM/ECM) solutions increase effectiveness, efficiency, and compliance with regulations. A big challenge can be to convince employees to actually use the new software. Unfortunately, nearly a third of RM/ECM migrations fail due to a change management issue.

Issues can arise in a number of forms, such as: 

  • Employee fear. Employees may be afraid that they will lose their jobs because the new system will make them redundant. Such employees may be actively hostile to the change and attempt to sabotage the transition; 
  • Employee routine. Some employees may have worked with a paper-based records management system for decades and be very comfortable with it. These employees may be hesitant to change their routine if they believe that they will be unable to work with the new software;
  • Key people averse to change. Even if the majority of employees are willing to change, the transition may not work if key members of the team aren’t. If the team lead or an otherwise respected or admired employee refuses to change, this attitude may spread to other would-be RM/ECM converts as well; 
  • Employers not putting the time in and/or abandoning the project. Managers can be very busy and if they don’t see quick results they may stop pushing for employees to adopt the RM/ECM solution and move on to their next project;
  • No culture shift. Switching to an RM/ECM solution is a big shift, not only in terms of efficiency and effectiveness but also in how employees think of their work. In an RM/ECM system information can be easily shared across departments, eliminating silos. RM/ECM solutions also reduce the need to print information. If employees don’t adopt these new ways of thinking it can be problematic;
  • Non-supportive software vendors. Vendors are often unaccustomed to working with local governments and don’t realize their unique needs. These vendors may be unwilling to shift their policies or customize their software to meet government requirements.

Luckily, Ricoh has over a decade of experience working with local governments and boasts the ability to implement efficient and effective transition processes. We recognize when local governments perform this transition well. One particular municipality who excelled in its transition to RM/ECM was the Township of Springwater, Ontario. Springwater implemented several of our best practices as it: 

  • Created a team including members from different departments who met frequently and discussed desired results. This ensured that the departments could request the functionalities that they needed;
  • Started the transition process from the top down. First they convinced the council to switch over to the new system, then senior management, and so on. This ensured that employees weren’t change-averse due to the attitudes of those above them. Employees could also ask their superiors if they had any questions about the system. As the superiors had received training first, they were able to effectively answer these questions;
  • Maintained open communication. Springwater regularly polled staff to learn of any questions or concerns about the software and allayed any issues. This also involved assuring employees that the RM/ECM solution would make their lives easier and not harder as some of the monotonous tasks they did before could now be automated, allowing them to focus on more important things;
  • Addressed the culture shift resulting from the transition. Springwater’s transition team spoke to each department about their current information silos and how that would change as information became easy to share. The team also spoke to employees who were used to piling paper on their desks and explained to them how the new system would make their lives easier; 
  • Replicated the old filing structure within the new repository so that employees would feel comfortable with working on the electronic records. Springwater also kept the paper records during the beginning of the transition process until employees were sufficiently comfortable with the new system and saw that the paper system provided no benefits; 
  • Arguably most importantly, Springwater decided to work with a knowledgeable RM/ECM vendor – Ricoh! As Ricoh is extremely experienced in working with local governments and creating custom solutions, Springwater received exactly what they needed. Ricoh provided extensive support throughout the transition and ensured that everything was running as requested. 

Effective RM/ECM solutions make employee lives easier and allow them to work faster. However, employees often need to be convinced of this fact. Follow Springwater’s lead and persuade your employees to adopt RM/ECM. We’ll help you do the rest.

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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.

 

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Congratulations to the Municipality of Meaford!!

Congratulations to our AccessE11 customer, the Municipality of Meaford for receiving the 2021 CAMA Willis Award for Innovation!

The Municipality of Meaford has received national recognition for its “Report a Concern” AccessE11 Website Portal from the Canadian Association of Municipal Administrators (CAMA).  The Municipality was presented with the 2021 CAMA Willis Award for Innovation, in the Under 20,000 population category, during a Virtual Awards of Excellence Ceremony held May 11th.

Meaford identified the need to adopt technology that would integrate and provide a streamlined process in managing citizen requests.  As a result, the municipality partnered with AccessE11 for the implementation of a cost-effective, robust, cloud-based software solution focused on the supporting the municipality’s requirements related to customer management. This is a “lean six sigma” software solution, which is deep-rooted and focused on addressing the needs of the customer first.

 “CAMA is pleased to recognize the Municipality of Meaford for the innovation and best practice being demonstrated by their website portal,” said Jake Rudolph, outgoing president of CAMA and Chief Administrative Officer for the City of Nanaimo, BC.  “Using technology that allows residents to report their concerns online is a great way to enhance limited resources, put the customer first, and gather data for planning purposes.”

Watch the video here

Congratulations Meaford!!

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