Code Enforcement with AccessE11

The mandate of municipal government is to provide access to civic amenities and to ensure that residents follow the local laws and ordinances adopted by City Council.

In general, there are operating processes in place to monitor and enforce these municipal codes. However, it is often the residents themselves that witness and report code violations, at which point the municipality’s responsibility is to initiate an investigation and resolve the situation. When this occurs, there are additional complexities involved, with many municipalities struggling to track and meet their service targets to address citizen-initiated complaints. Any departments responsible for code enforcement must triage citizen complaints across a diverse range of property maintenance, parking, noise, nuisance and other issues. Then, activities must be coordinated with officers in the field, all actions tracked, and any documents consolidated until compliance is reached.

Using the AccessE11 service request management platform, multiple municipalities have streamlined and automated their code enforcement approach, making it effortless for staff to capture citizen complaints, assign the right team, resolve the underlying issues, institute centralized tracking and record keeping, and easily report on issues individually or on an aggregated basis.

Capturing Code Issues

Increasingly, residents expect to be able to interact with their municipality in the same way they do private-sector organizations via multiple channels, and this applies equally to code enforcement.

In light of this, AccessE11 has created a platform that allows citizens to report their concerns online, by email, and using integrated mobile apps. Categorization of each violation by category (permit issue, graffiti, trash & debris, noise etc.) is completely flexible, and geolocation of the issue and inclusion of pictures/other details is simple.

Once reported, the software automatically creates a case to track the issue, acknowledges receipt to the citizen, sets follow-up and due dates, and routes the case to a specific staff member. Moreover, it immediately makes the information available in configurable dashboards, embedded maps and reports to provide a centralized, cohesive view of all past and ongoing code enforcement activities.

Processing Citizen Issues

Inspections are an integral part of the resolution process and, to that end, code enforcement officers are provided with an up to date and prioritized view of the complaints they need to follow-up with the AccessE11 mobile app for staff. Depending on whether or not a violation is observed, an officer on location can close the case immediately, or further document it with corrective actions and a date for a follow-up inspection if required.

Some municipalities also use code sweeps within delimited geographical areas as a proactive means of enhancing the safety, cleanliness and conditions of a neighbourhood. In this scenario, officers can create cases for tracking purposes directly using the mobile app. All relevant information is seamlessly and centrally logged with no need for the officer to visit the municipal office simply to enter data.

From the time an issue is reported through to closure, departmental managers, assigned staff and, to an appropriate extent, the reporting citizen are kept informed with automated, real-time notifications. Code enforcement teams are able to work seamlessly and avoid crossed wires. The reporting citizen can also get updates on their concern at any time by visiting AccessE11’s citizen-facing portal.

Operational Effectiveness

Citizens demand services from municipalities, but they also expect them to use tax dollars wisely. Authorities have a duty to avoid waste wherever possible and act in the public interest.

To that end, they need systems that allow them to make informed decisions and measure the success of their activities. AccessE11’s platform allows code enforcement departments to visualize and report on valuable data, letting them make evidence-based decisions. Managers can prioritize tasks, collect data on current and historic trends, measure against service targets, and gauge the effectiveness of the municipality’s response to issues. This data-driven approach enables managers to get a better handle on the overall efficacy of their teams, as well as the productivity of individual members.

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Covid-19 Increases HungerCount

 

The Covid-19 economy has reduced quality of life for many impacted by the pandemic. Individuals struggling with food security and mental health will increase. Innovative digital solutions can help collect data and apply data science to provide guidance on how best to manage the crisis with the resources in your community using proactive strategies that cost less and deliver better outcomes.

The Institute for Smarter Government can show you how.

Food Banks Canada monitors hunger across Canada each year with data collected from 4,934 organizations. There were over 1 million visits to Canadian foodbanks in 2019 delivering over 5.5 million meals. This was an increase of 47% over 2018. The pandemic will accelerate visits to the foodbank in 2020 and 2021 with an increase in mental health concerns at the same time.

In 2019, 57% of those requiring help with food were on social assistance, 48% came from a single adult household. One in eight were unemployed.

When Food Banks Canada annual survey HungerCount 2019 asked agencies what their clients’ main reason was for accessing a food bank, clients shared that their social assistance or benefits were too low. They had low or delayed wages. Some had lost their job and were unemployed or did not have enough hours. These four areas of concern accounted for 80% of those individuals requiring assistance from a food bank.

That was in 2019. With Covid in 2020 and now 2021, the economy will hit those living on the edge the hardest. Many families and single adults have less household income. Unemployment and reduced hours with lower pay will greatly accelerate the number of single adults and families arriving at the food bank in 2020/2021.

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Foodbanks HungerCount 2019

There are over 1.1 million Canadians receiving welfare and over 2 million if you include those with disabilities and mental health issues. The Canada Community Health Survey shows food insecurity has a statistically significant relationship with mental health variables.

The connection between food insecurity and mental health is greater with single person households now accounting for 48% of all households served. One in three of the single adults lives in poverty. Since 2016, seniors over 65 mostly with fixed incomes requiring an expansive array of expensive medications have increased visits to the food bank by nearly 30%.

Close to one in five single adults experiences food insecurity and many of those need support from a food bank to make ends meet. Many within this group have mental health issues that are exacerbated by poverty and low income. Many have mental health issues that go untreated for lack of supports available to them, are stuck in a cycle of inadequate social assistance or disability-related supports, or have lost a job and have nowhere to turn for new training and education programs to re-enter the workforce.

When the rent and wage subsidies transition back to the pre-covid economy, the need for food bank support will increase. Mental health and a range of other human service issues will surge.

Food Banks Canada will conduct research March 2021, across the nation to collect data from each community. Short term solutions will help address the immediate need for food while longer term solutions will focus on policy and try to address the question why. #BellLetsTalk offers some great Covid 19 resources to help everyone get through this together.

Canada is now seeing over 8,000 new case of the coronavirus each day. This is four times the rate when the pandemic started in 2020. Vaccines will help reduce transmission. This will take time.

Each community needs to understand how best to serve their population with the resources at hand. Innovative digital solutions can help begin collecting data in a client centric manner that makes it easier to apply analytics and create prescriptive programs that deliver better outcomes for less.

The Canada Healthy Communities Initiative makes it possible for every community to apply for Infrastructure Canada funding starting January 2021.

Be smart and get ahead of the Covid crisis. #Buildbackbetter Find out how to submit your proposal for funding at February webinar. Details will be posted shortly.

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Physical Security Risk: know how to assess it

 

Many small to medium sized business (and even large enterprise businesses)  and government, have limited budgets, let alone spending a lot on risk and security.

Before you do go and spend a lot of capital on risk and security mitigation measures (aka security cameras, access control, bars and locks, lighting, training, fencing, etc.), you need to know what you’re buying for.

That is, you need to know what risks you are addressing.

Risk dial

Having a Risk Assessment completed on your municipality narrows the focus of your spending and aligns your purchasing with the specific types of risk and security mitigation measures you need.

To get a little technical…Risk assessment is the overall process of risk identification, risk analysis and risk evaluation. It involves the process of identifying internal and external threats and vulnerabilities, identifying the probability and impact of an event arising from such threats or vulnerabilities, defining critical functions necessary to continue the organization’s operations, defining the controls in place necessary to reduce exposure and evaluating the cost of such controls.

That is a mouthful. Let us break this down a bit.

If you have a threat, but there is no vulnerability, then there is no risk.

If you have a vulnerability but no threat, no risk.

Perhaps something many can relate to, you went online and purchased some products, and they are set to be delivered to your home. And no, we are not going to discuss online security…a topic for another day perhaps.

The packages are delivered to your home. But because of your daily routine, errands, off to the office, or shop, you are not always home. The shiny object is the packages just delivered. The vulnerability or sometimes referred to as a gap, is you are not home, and the packages now sit on your front step unattended. The threat, someone will take those packages right from your front step.

So, going back to the assessment. The key is once you know what your largest threats are (and yes you need to be able to determine that), it is important that you take action (implement risk and security mitigation measures) to lower your vulnerability.

Why not eliminate the vulnerability?

Great question, thanks for asking.

Eliminating the vulnerability may not always be possible.

Some business sectors and industries simply have built-in threats. But, if we focus on lowering the vulnerability, we lower the risk of a loss.

The assessment is complete, and we have identified risks. The next important step is finding the risk and security measures that are going to be the most effective in mitigating the identified risk. These measures come in all different shapes and sizes, video surveillance, locks and safes, lighting, security focused training, etc.

Where in doubt, reach out to us or find your trusted Independent Risk and Security consultant.

Yes, we highlighted Independent. That is definitely a topic for another day.

It all starts with a conversation.

We can Help.

Plan the Work. Work the Plan.

Should your Municipality need assistance, contact Michael White Group today, and we will be happy to answer your questions or provide quotations.

 

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Getting Ahead of COVID-19 with Data and Analytics – Are You Ready?

smiling woman working on her computer

Communities across Canada were excited to hear the news that shipments of vaccine arrived and front-line workers and seniors were first in line to receive the vaccinations that will eventually make its way across Canada to every citizen in a very large country. Logistical issues aside, the Canadian Armed Forces will ensure that delivery of this life saving miracle arrives safely in each community.

 

It will take months before everyone is vaccinated. Projections suggest it may take until September 2021 before the largest vaccination program in Canada’s history is complete. Each municipality has a responsibility to care for those most impacted during this time. Our immediate attention turns to the hospital and front-line workers as communities slide into the red zone with lockdowns and governments asking each hospital to have an additional 10-15% surge capacity on standby for the expected increase in Covid-19 cases arriving at emergency centers.

 

The impact of Covid-19 will extend beyond the visible health issues and arrive in your community with an increase in demand at the food bank. Hunger is the canary in the coal mine acting as a lead indicator of social health or social determinants of health (SDoH). Social health will play an active role in who shows up in the medical or justice system in the coming months. You only have to ask your local food bank if demand is increasing and they will describe not only demand but location and demographics of those in need. Families without a job, a place to call home, food, medical assistance, family support, domestic violence, increased substance use and a host of other issues all increase and play a significant role in how whole person care is applied.

 

When social services and medical services work independently, the cost per patient increases and the path to better outcomes extended. Minister of Diversity and Inclusion and Youth Honourable Bardish Chagger who is a science graduate and a believer in using outcomes to help improve programs, participated in our webinar last weekSee the link in this blog.  As discussed in the recent webinar, the federal government is looking for ways to help communities do more with less using an evidence based approach. Data science is one of the keys to delivering better outcomes for less.

 

Data and analytics will help communities across Canada better understand the problem and work together to discover the best approach using the resources at hand. 

 

Infrastructure Canada is offering communities $31 million over the next two years to develop innovative digital platforms that will help those most impacted by Covid-19. Over 200 communities attended last weeks webinar. That is 200 communities ready to create a proposal and submit for approval January 2021.

 

Each community has been somewhat sheltered from the next wave of Covid-19 economic, health and social collateral damage with generous but temporary federal assistance. The economy in many communities has shifted and in some cases permanently to a different business model. 

 

Not everyone will find it easy to pick up where they left off. As Canada begins to build back better, all 3200 communities should be thinking of how they use data to create proactive strategies and shield their constituents from the continuing Covid-19 collateral damage.

 

Let me know if you want to discuss your digital transformation as we build back better with funding using innovative digital solutions. Project submission starts January 2021.    

 

Contact Athena Software for more information!

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Municipalities Build Back Better With Whole Person Care

 

 

 

 

 

 

 

 

There is a lot of talk about a Build Back Better approach in our communities during the Covid 19 pandemic.  One strategy that helps address those in need is a Whole Person Care approach using a digital platform to collect and measure outcomes for wrap around programs which can be fully funded under the new Canada Healthy Communities Initiative.

With the arrival of Covid 19, the amount spent on healthcare is increasing in every community. While the amount invested in healthcare is increasing, municipalities are spending up to 25% of their healthcare costs to support non-value add aspects in their healthcare system. Value-based care models help optimize what is spent to get the best outcomes. How do communities do more with less as Covid 19 increases health and economic risk? In the short term we will need to work together with what we have and find ways to get better outcomes for less.

We know that Covid 19 is accelerating value-based healthcare approach in communities. Whole-person care is not far behind.

Whole person care describes a wrap around approach that addresses complete physical health, behavioral health and social wellbeing. Communities that work together as a team to provide care for individuals with poorly managed conditions including diabetes, heart disease, obesity and COPD are better equipped to improve health outcomes for less. Helping to manage care for this population most at risk relies on seamless information exchange, tele-health, care co-ordination and consumer engagement. All of these conditions are closely related to the social determinants of health.

Post acute care including home health, hospice and senior living facilities and human service including community mental health centers, addiction treatment centers and social service agencies in every community need to have the technology and skills to work as equal partners. Every community now has a chance to build back better with whole person care. 

Whole person care gets even better when amplified with data science and analytics that are driven with a prescriptive approach to patient care. To prepare our communities to deliver better outcomes during the pandemic, municipalities need to look at systems that offer interoperability – a framework that supports bidirectional exchange of data across systems and providers of care, a network to network bridge, policy agreements, discrete data and support for client consent and sharing that consent with others.

Consumer engagement with a patient portal makes it easier for hospitals and physicians to work with clients. Automated referrals, tele-health and patient information integration create a public care eco-system that serves the public in Covid 19 times. Building Back Better with the help of funding from the Canada Healthy Community Initiative makes it possible to accelerate the care you need in every community. Let us know if you need help with your digital transformation as you build back better in your community.

 

Learn more: Contact Athena Software

 

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COVID-19 Pandemic – What’s next.

girl looking at a piece of paper

The pandemic continues to rapidly expand in communities across Canada. At the time of this article over 267,000 Canadians have contracted the disease, 217,000 are recovered and 10,552 died. The number of cases each day is accelerating.

The effects of this highly contagious disease are catastrophic when left unchecked. Health systems are at risk of collapse affecting all other health issues. Covid 19 is not just affecting health care. Municipalities are being asked to address the surge in demand in every human service sector – education, justice, social and healthcare.

Primary care and wait times are measured with traditional outcomes in most communities. The wave we do not see coming as easily is just outside of the range of a 911 call. Mental health issues, loss of income, housing, food, education, relationships are all affected with Covid 19. The cold dark days of winter are coming. The risks associated with Covid 19 and issues associated with the disease are going to increase over the winter months.

While a vaccine may be available early 2021, it’s unlikely every Canadian will have access to the vaccine when it is approved.

Municipalities need to proactively seek strategies that wrap programming around individuals and families at risk. Traditional models of care that involve home visits or appointments are shifting to tele-health.

The federal government in co-operation with the provincial and territorial governments announced funding and extension to funding as the need requires.

It’s time to consider the short and long term requirements of your community during and after the pandemic and make use of the funding currently available to enable your municipality to not just survive but build its way out to a better future.

Contact us to learn more about Athena Software!

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Do you know what you want or need?

It is important that you know what you are asking for…so that it’s not risky.

You have asked for an Assessment. Stakeholders are concerned about security. Is the goal to look to identify your Security Risks, Threats, Consequences or Vulnerabilities? Or all of them? Collectively, there is a formula for that.

Risk = Threats + Consequences + Vulnerability

Do not be taken in by someone who says all assessments are the same.  A risk assessment, threat assessment, vulnerability assessment, security audit or even a business impact analysis are not the same as each other.

Square peg, round hole.

A Threat assessment looks to understand what entities may have an interest in creating a security concern or problem for your organization.

A Security Audit is a validation or verification that security measures that are currently in place are actually in place and doing what they intended to do. This audit focuses specifically on the effectiveness of security and determines if a known vulnerability is being addressed. It does not measure risk.

Vulnerability Assessments look to understand both consequences and vulnerabilities. Threats however within a vulnerability assessment are assumed to be at a high level. At the end of a Vulnerability assessment organizations quite often implement increased security measures to address the vulnerabilities and lower the consequences. This happens because the level of threat and the probability of an occurrence from happening is not actually analyzed.

The Consequence focused Business Impact Analysis identifies the most critical of assets to an organization and sets out to build resiliency around these identified assets, most commonly as a business continuity plan.  Business Impact Analyses do not address threats or vulnerability.

The Risk Assessment is the most effective means of determining security adequacy as it considers all three elements of risk – threat, vulnerability, and consequence.  A Risk assessment should be the methodology of choice if you are seeking to determine your security adequacy and avoid the potential pitfalls of not having all of the information.

But all is not lost. It is okay if your organization needs to only conduct one or several of the assessments mentioned above. There may be cause for you to do one assessment over another, resulting in a more intimate understanding of that particular assessments output.

We can assist your organization in determining which of these assessments is best for you given your organization’s current security risk landscape.

We can Help.

Plan the Work. Work the Plan.

Should your Municipality need assistance, contact Michael White Group today, and we will be happy to answer your questions or provide quotations.

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An Artist’s Eye to Risk & Security Program Success

 

 

Michelangelo famously created the sculpture David and JK Rowling famously revealed characters that already existed. Two completely different types of artists and art.

But how did Michelangelo actually approach this masterpiece? Did he take a stone and begin to carve, and David was eventually the result, or did he know that David was already in the stone and he had to carve away the waste to reveal him? JK Rowling did the latter.

Which approach applies to your organization?

Do you work to reveal the security practices that are already intuitively imbedded by hard working staff doing the right thing and expand on these, or realize that you need to start fresh and create something new?

Let us take a look. Your organization is well established. Many operational and strategic programs and processes are in place. But your now are faced with ramping up your security program. Create policies, procedures, establish the

With both approaches your personnel, all personnel, security or otherwise play the most significant part in the immediate and continued success of your Risk & Security program.

At a high level view, your Risk & Security program has 3 major components;

  1. Plans/Procedures: you need purpose, direction, and accountability
  2. Hard/Soft tools: software, hardware, technical systems…such as cameras, card access, etc.
  3. And the third piece that actually holds it all together and makes it work, people (personnel).

Of course, while the various plans/procedure, technical systems and devices assist in the assurance of security – it all ultimately boils down to personnel.

But they don’t just get there on their own.

There needs to be a commitment within your program to educate, cooperate, and involve personnel to be successful.

Not sure where to begin? We can help.

It all starts with a conversation.

Plan the Work. Work the Plan.

Should your Municipality need assistance, contact Michael White Group today, and we will be happy to answer your questions or provide quotations.

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Check please!

Is your security risk management, business continuity and any other resilience program you have simply to prove you have one? Check the box, so to speak? It’s perhaps stable, reliable, unchanging?

Then you have a problem. You’re doing it wrong.

You’re doing it wrong.

You’re programs should be designed to generate improvements. There should be a built-in restart, of the assessment process. The cycle should ensure improvements re-align to the overall business objectives. Your improvements should replace those areas of the program that don’t work, are unnecessary, and need revitalization.

We can help. We can help get your program from simply sustaining itself to regenerating, restarting, re-aligning, replacing, and revitalizing itself so that it works when needed; so that it works for you. We can help get your program working for you.

It starts with a conversation.

Plan the Work. Work the Plan.

Should your Municipality need assistance, contact Michael White Group today, and we will be happy to answer your questions or provide quotations.

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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 simplified 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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