Taking the City of Edmonton to another level with City Manager Simon Farbrother

By Mack D. Male · January 26, 2011 at 5:00pm

Last week, on the one year anniversary of his first official day as the City of Edmonton’s new City Manager, Simon Farbrother sat down with me to reflect on the past twelve months. In addition to settling into the role and continually learning about the organization, Simon is leading the City through a major cultural shift that is fundamentally changing the way it does business.

Coffee with Simon

Simon came to the City of Edmonton from Waterloo, where he was that city’s Chief Administrative Officer. He’s not new to the capital region however, having worked at the City of Leduc from 1988 until 1997, and at the City of Spruce Grove from 1997 until 2005. I wondered if he had thought about working in “the big city” but he said that was never the game plan, though he did admit the thought crossed his mind once or twice. “I think it’s important to stretch yourself, “ Simon told me, “when opportunities come up you grab them and away you go.” That’s how he ended up in Waterloo, and in January 2010, how he found himself here in Edmonton taking over for retiring City Manager Al Maurer.

Simon said his first year has gone by really quickly, but described it as “challenging, fun, and stimulating.” Noting the number of projects the City has on the go, Simon said “Edmonton is at a very interesting point in time.” He lives in the southwest and uses the LRT quite a bit and depending on his schedule. “The south LRT has changed the way people think about transit in our city.” Though he felt Edmonton had matured politically while he was out east, Simon said that he has “always thought Edmonton’s strength was its people, and I still do.” He thinks it’s because we have a unique sense of connection here. “We’re the big city on the prairie, we’re multicultural; the people who choose to live here are really carving out their lives.”

For the first few weeks of last year, Simon spent his time getting to know people at the City while Al continued on as Manager (though Simon actually knew quite a few people already from his previous positions). On January 18th 2010, he took over and hit the ground running. “You have to get up-to-speed quickly and bring your skills to the table.” Simon told me the ladies in the Manager’s office were “tremendously helpful” and made the transition a smooth one. “When you join, naturally there’s a lot of questions about you,” he said, recalling that it wasn’t just him that had to adjust to the new role. “Fundamentally I am about building – I always have a strong belief in a person’s abilities and general willingness to do the right thing.”

Conversation with Simon & Extended Leadership Team

One of the first things Simon did was have an open conversation with the general managers. “Leadership is about framing,” he said. Simon made it clear that the City would be moving in a new direction, and told them, “your primary role is to lead the City, not your department.” He called it a “fundamental shift” and said there has been a lot of positive engagement from the general managers on the new approach. Discussions since have focused on how the City leads, rather than on each individual project that comes up. “We also opened the door to branch managers and directors around leadership,” Simon confirmed. The City of Edmonton currently has 6 general managers and 35 branch managers, but the number is not important. “It’s about what makes sense at the time to lead.” To reinforce the shift, the Senior Management Team (SMT) was renamed to the Corporate Leadership Team (CLT). Demonstrating leadership is more important than having worked at the organization for most of your career. “We’re trying to engage people to be leaders, everyone can do that.”

Simon’s focus for 2011 is this internal cultural conversation. He shared that the City has formed a group called Transforming Edmonton and Me (TEAM) that has been challenged to explore the question, “what do we want our culture to be?” An early activity involved the creation of a word cloud, and ‘communication’ emerged as the biggest word. There’s a desire to be more transparent, and to have meaningful conversations (no more going to the meeting then having the real conversation in the hallway). “It’s about how we agree to work as an organization,” Simon said. “If you don’t see me acting in the way I say I am going to act, you have every right to tell me.”

Most of Simon’s communication has been focused internally so far (he’s going to look into updating his page – archived here – on the public website). “Having various ways to communicate is really valuable.” To that end, Simon has published videos every few weeks for employees, focusing not on what the City got approved but on leadership within the organization. “For example, a video might talk about our approach to the budget, rather than giving details on what was approved.” The effort has given him the opportunity to meet people across the organization. “I’ve learned to cut trees, drive a bus, I’ve been in the sewers, it has been great.” He hopes the videos reinforce the notion that all employees at the City are important. He is thinking about an internal blog too, and said the intranet is a really important tool for giving context.

Simon getting some hands-on experience felling trees in Delwood Park

Perhaps unsurprisingly, Simon was a BlackBerry user while in Waterloo. Now he’s got an iPhone and an iPad, but doesn’t consider himself to be an early adopter. “I really like the iPad in a meeting environment,” he said, because there’s less paper to carry and the device is great for graphics. “I do lots of email and text messaging,” he told me, and while he is familiar with Twitter, he has no plans to use the service. “A lot of my emails would look like tweets though!” Simon’s day consists largely of meetings, so it’s important to communicate efficiently. He uses text messaging to stay in touch with his family throughout the day.

Turning to external communication, Simon said the City “should talk about what we’re doing and what we’re trying to achieve.” It’s the philosophy that is important, not the list of projects. “We’re part of a bigger picture, we work for the full community.” Simon thinks it is important for employees to be mindful of that broader perspective too. “You can’t disconnect being a transit driver or an accountant or even a manager from being an ambassador and a representative of the City.” In other words, employees need to be accountable not just to their boss, but to all Edmontonians.

The word accountability was mentioned alongside transparency in his introductory letter last year. When I asked for his assessment of the City’s performance on those issues, Simon replied: “I think we’re getting better.” Being accountable and transparent to the public is a challenge given the size of the organization. “We’re in the A to Z business,” Simon remarked, “and we’re the only the organization that does all of our business in the public eye.” I suggested that the City could do more on the transparency side, especially as it relates to making information available and accessible. “I don’t think we consciously hoard,” he told me. “There are legitimate reasons for some information to be confidential.” He agreed that getting information into people’s hands is important though.

Simon with Councillor Amarjeet Sohi

I asked Simon how he has found working with Mayor Mandel and the rest of City Council over the last year. Due to the nature of the position in large cities, Simon has worked more closely with Mayor Mandel, and described him as “very committed and very driven.” He said they get along well. Though he hasn’t had as many opportunities to work with the Councillors, he said “they’re all trying to build a better City, which is a positive environment to work in.”

Looking ahead to 2011, I asked if Simon had made any personal new years resolutions – he didn’t. “For me it’s about lifelong learning,” he said. “In whatever you do, you need to be relevant and adding value.” He’s excited for the year ahead, and talked about some of the big projects that have made headlines recently. “EXPO wasn’t just a three month event, it was positioning Edmonton as an important city in North America.” Similarly he thinks we need to look at the bigger picture when it comes to topics like the downtown arena or the city centre redevelopment. “We need to be strategic and aligned as a city.”

Simon said the City of Edmonton has always had aspirations, but has never embedded that into the culture. “Being aspirational has to be a fundamental part of what we do.” When it was discovered that some material was being created internally that talked about Edmonton being successful as a “tier 2 city”, Simon and his team put a stop to it. “What would a tier 1 city do? There’s nothing stopping us from being tier 1.” It’s about having vision and not being afraid to go after it. “We shouldn’t be shy about opportunities.” For Simon, it’s about taking Edmonton to another level. “We need to up our game and galvanize around being a city.”

“It’s going to be a good year.”

Chris Moore on 2010 and the year ahead for IT at the City of Edmonton

By Mack D. Male · January 25, 2011 at 6:00pm

A couple of weeks ago I sat down with the City of Edmonton’s Chief Information Officer, Chris Moore, to chat about 2010 and to get his outlook on the year ahead. I first interviewed Chris back in July 2009, when we talked about the ongoing transformation of the City’s IT branch.

The IT transformation has progressed nicely, Chris told me. Recently his department ordered coffee mugs with the “ten ways of being” printed on them, something Chris resisted initially because he wanted the words to mean something. He gave a mug with the word “open” on it to City Manager Simon Farbrother as encouragement to continue the work he has been doing.

The IT transformation is ongoing, of course. The department has approval and funding to add 35 people this year, which can be an advantage because many firms are not hiring at the moment. “We want to create a place where employees want to be,” Chris said. “We need to use technology in a unique, dynamic, future way, so that they choose the City over other opportunities.” Chris is looking for the best tech people, but they also have to be a cultural fit, something that hasn’t always been a priority. The push to hire more employees should help the IT department reduce the number of contractors it has. That number currently stands at 64, but it has been as high as 99 and as low as 45, depending on the work required. “Contractors can create a knowledge void over time,” Chris told me, because they do the work but others have to support and maintain it. Furthermore, Chris wants to find a way to get employees closer to the business users. “The best place to be is embedded with the customer.”

It’s interesting that the IT department is growing given the question Chris posed near the beginning of our conversation: “Does IT, in any organization, have a future?” It’s something Chris has been thinking about both privately and out in the open on his blog. “There are a lot of folks blind to the fact that consumerization is impacting their systems.” Users are increasingly demanding more, and the technologies they use and learn about at home are making their way into the workplace as well. “Today’s consumer electronics are tomorrow’s corporate electronics,” he said. “The future of organized IT in enterprise is going to change dramatically, and I’m intrigued by that.” As a result, he is also thinking about his own position. “The role of the CIO has to change in government,” Chris told me. He said it needs to be much more strategic, but that it’s up to the people currently in the role to make that happen through their actions.

Looking back at 2010, I asked Chris about the City’s work on open data, something I’m particularly passionate about. Chris said that he was “pleased with the fact that we listened to the community” and noted that the open data initiative has benefited from three key elements: political sponsorship, administrative leadership, and community engagement. He agreed there is more work to be done, but said that “we showed up on the map in Canada” and definitely sees momentum building. Chris told me there has been “serious interest” from planning, transportation, and traffic safety, but that all the businesses at the City have questions about how to make it sustainable. “You need leadership and resources from IT to drive it forward, but you also need businesses with the data to want to play ball.” I’m hopeful that much more progress can be made in 2011 on the open data initiative.

Chris was also busy showcasing Edmonton on the world stage last year. In fact, he travelled more than any other City employee in 2010, visiting a variety of different places (PDF, page 11). He was able to speak at conferences about the work Edmonton is doing related to open government and social media (here’s a presentation he gave in Manila at FutureGov Asia), and also had the opportunity to learn from others around the world. Edmonton is now a part of the new World e-Governments Organization of Cities (WeGO) for instance. Chris was also instrumental in bringing the world to Edmonton, with events like Beyond 2010. “Lots of people asked why we were involved in that,” he recalled. “Because we can, because it is possible.” The event was another opportunity to showcase the work that IT has been doing. “A year ago we didn’t have a goal for it, but we did know we could be leading.”

I think Chris has definitely approached his role as CIO in that way as well. He has been really active on Twitter, something he is quite proud of. “I set an example for others, and articulated that you can use Twitter safely!” Recently Chris has started using Tumblr as well, and told me he’d like to spend more time blogging in 2011. “It’s a combination of what I have encountered with my work, telling the stories of what we’re doing, but also being disruptive and challenging people.” He likes the term “government futurist” as a way to describe the position he writes from.

Chris Moore, Edmonton’s CIO, at the planning session for the upcoming Open City Workshop (March 6th, 2010) to discuss the City’s initiatives in open data and open government.

Though IT accomplished a lot in 2010, there is always more to do. In 2009 the corporate IT audit determined that governance needed to change. “I would have liked to have had more traction in 2010 with governance, but I am not disappointed.” Chris and his team had identified culture as a risk, and they have made progress on aligning IT governance with the shifting culture of the corporation as a whole. “We will absolutely crack the nut on it in 2011.” It’s one of many projects the department is working on, and Chris said to stay tuned for some exiting announcements.

This year is the 60th year of IT at the City of Edmonton (the first project was a payroll system for Edmonton Light & Power). While they didn’t celebrate ten years ago for the big five-oh, Chris assured me they are going to do something this year. With a new vision to be western Canada’s municipal IT leader and some exciting projects on the go, 2011 looks like it’ll be a great year for the City’s IT department. “Let’s return to world class,” Chris said. It won’t be easy, but Chris is looking forward to the challenge. “If you want to lead, you need continuous outcomes.”

Be sure to check out Chris’ post for additional thoughts: Technology in Government in 2011 and Beyond.

Thoughts on Edmonton’s new City Manager

By Mack D. Male · January 22, 2010 at 11:15am

On Tuesday evening I was fortunate enough to have the opportunity to meet Simon Farbrother, the City of Edmonton’s new City Manager. He started on Monday, just less than three months after his selection was announced. There were a lot of people there on Tuesday, so I only had a couple of minutes to introduce myself, but based on that quick interaction and Simon’s brief remarks to the crowd, I can say that he seems very genuine, personable, and intelligent.

Simon is no stranger to Edmonton. He earned his MA in Geography from the University of Alberta in 1985, started as a city planner at the City of Leduc in 1989, and after moving up there, left to become the City Manager of Spruce Grove in 1997, a position he held until 2005 when he became Chief Administrative Office for the City of Waterloo. You can read more about Simon’s background here and here.

I never really had the opportunity to interact with Al Maurer, Simon’s predecessor, but by most accounts he was a competent manager and all-around great guy. He joined the City of Edmonton back in 1970, as a traffic operations engineer. He became the department general manager in 1982, and went on to lead the Asset Management & Public Works department, and the Corporate Services department, before being appointed City Manager in 2000. During his tenure, quality of life remained constant (93% in 2000 vs. 91% in 2009) as did overall citizen satisfaction with City services (79% in 2000 vs. 72% in 2009 – all figures come from the Citizen Satisfaction Surveys of those years). It’s easy to find negatives too, such as the ballooning amount spent on consultants ($22 million in 1999 vs. $92 million in 2008). When Al joined the City, the population of Edmonton was about 430,000. When he became Manager 30 years later, Edmonton had grown to about 660,000. And today, as Simon takes over, Edmonton’s population sits at just over 780,000.

Obviously, Al Maurer and Simon Farbrother are quite different from one another. Al spent his entire career at the City of Edmonton, while Simon has moved around (and not just in Canada either, he earned his BA from the University of Portsmouth). Simon has never worked at a city with a population greater than 100,000 while Al has throughout his entire career. Al’s education was in engineering, Simon’s was in geography and economics. And of course, Simon is quite a bit younger at 49 than Al is. Here they are:

I was by far the youngest person in the room the other night, so maybe that’s why I took note of the age difference. I don’t want to make too big a deal of it, but I quite like the fact that Simon is a bit younger. My guess is that he’s younger than many of the other senior managers at the City, so I hope he uses that to his advantage. He said the right things in his letter to citizens, citing the need to “take advantage of new technologies and emerging opportunities” and generally exuding optimism and excitement for the challenges and opportunities ahead.

We’ve got a municipal election coming up on October 18, 2010 – maybe the average age of City Council will come down too?

Congratulations to Al Maurer on his retirement, and on the creation of the Al Maurer Awards Fund to recognize excellence in public service. And good luck to Simon Farbrother – I look forward to seeing Edmonton grow and prosper under his watch!

Restless in Edmonton? Stop complaining, start creating

By Mack D. Male · January 4, 2010 at 11:00am

Yesterday’s front page story in the Edmonton Journal suggests that Edmonton in 2010 is at a tipping point (forget for the moment that this almost certainly is not the first “tipping point” our city has faced). That this is the year in which we decide to be “a big, sprawling town or to move ahead as a city with real urban living.” And that if we don’t make the right choice, our “ambitious, educated and interesting 30-something professionals” will leave for greener pastures. Active Connect2Edmonton member Ian O’Donnell is featured in the story, and he says that the 30-somethings are getting restless.

Why does “getting restless” always have to mean leaving for Vancouver, Toronto, or Calgary? If you want to leave, I say: good luck! I’d rather have NextGen-ers in Edmonton who want to be a part of something great. NextGen-ers who don’t complain when they see something they don’t like, they go and do something about it. NextGen-ers who want to help transform Edmonton into a world class city.

We need people like William Buchkowsky and Nathan McQuay. They felt their options for connecting with other young business professionals in the city were limited, so they created Emerging Business Leaders. At least 50 people now meet regularly each month.

We need people like Raffaella Loro. She wanted a city government that was more open and accessible, so she championed the Transforming Edmonton blog to help make it happen. The blog is a fantastic complement to the City’s other online activities.

We need people like Dave Cournoyer, Justin Archer, and Michael Janz. They, along with many others, wanted to have a conversation about re-imagining government and citizenship in the age of participation. They brought ChangeCamp to Edmonton, an event attended by hundreds of Edmontonians in person and online.

We need people like Ken Bautista, Cary Williams, and Michael Brechtel. They are passionate about the creative economy in Edmonton, and recognized that strong creative and artistic communities are important for prosperous cities. They brought artsScene to Edmonton, an organization that connects young professionals with the arts, culture, and creative organizations of Edmonton.

We need people like Mark Donovan, Cam Linke, and Kevin Swan. All are very involved in the local tech scene with things like DemoCamp, and all have experience with technology startups. They recognized a lack of support for local startups, and have created Startup Edmonton to do something about it. The organization will help to ensure that next gen talent builds successful local companies that make it past the seed stage.

These are just a few of the incredible NextGen-ers making a difference in Edmonton. There are many others too, such as the members of Avenue Edmonton’s Top 40 Under 40, and the members of Edmonton Next Gen (who have brought Pecha Kucha to Edmonton, among other things).

Downtown is an opportunity!

Much of the article focuses on downtown, in a negative way. I’m not going to try to convince you that we have an amazing downtown, because I agree that there’s a lot of room for improvement. But I see that as an opportunity, not as a problem. There are some incredible things on the horizon for downtown Edmonton, and increasingly it is a focus for organizations like EEDC. NextGen-ers need to educate themselves and then work to ensure our city’s decision makers follow through. Small efforts really can have a big impact – I think the City Centre Airport debate is proof of that.

We have the capacity in Edmonton to be world class. All we have to do is stop complaining and start creating.

You can read more reaction to the story in the comments and at Connect2Edmonton.

Edmonton Sun violates the EPS Crime Map Terms of Use

By Mack D. Male · December 30, 2009 at 5:54pm

Back in July, the Edmonton Police Service launched its Neighbourhood Crime Mapping site. Like most people I was quite enthusiastic about the site, until I read the terms of use and realized how restrictive they were. Basically you can look at the numbers, but you can’t do anything with them (such as publish them on a blog). The Crime Mapping site is not open data. I emailed back and forth with the EPS, and was told that they wouldn’t be changing the terms of use. And, they haven’t.

That didn’t stop the Edmonton Sun, however. They apparently ignored the terms of use altogether, and published an article on December 20th summarizing a number of statistics from the website:

Some of Edmonton’s roughest neighbourhoods faced markedly fewer crimes in 2009, according to police statistics.

The statistics came through a new crime mapping system launched by Edmonton police last summer.

I had asked for permission to do something similar and was turned down. After reading the Sun article, I emailed the EPS to find out if the terms of use had been changed (despite the text on the website staying the same). Here’s what Acting S/Sgt. John Warden wrote back:

The Edmonton Sun did not have the EPS’ permission to use the information from the Crime Mapping website and the EPS is dealing directly with the Edmonton Sun in relation to this.

I emailed back a couple of follow-up questions, but have not yet received a response. The Edmonton Sun article is still active on the website, so I’m not exactly sure what “dealing directly with the Edmonton Sun” means.

I’m annoyed by this, obviously. Was it an honest mistake? Maybe. Is it a case of a large media organization getting off the hook? Maybe. Will it happen again? Probably. No one reads the fine print, we all know that.

I don’t think the current terms of use is appropriate, and I strongly urge the Edmonton Police Service to change it.

Jasper Avenue New Vision – November 2009 Update

By Mack D. Male · November 12, 2009 at 9:16pm

Back in May I attended the first open house for the Jasper Avenue New Vision project, an initiative that seeks to re-establish Jasper Avenue as the main street of Edmonton. Tonight another open house was held at Enterprise Square downtown, to provide an update on the project and a lot more detail on the plans and designs. Like last time, there were large posters, a 3D foam model, and a presentation. This time however, the presentation was much more in-depth.

Mark Reid of Urban Strategies hosted once again, and began by stressing that the New Vision project is about more than just the streetscape. It takes into consideration the adjacent streets, and is really about targeting re-investment to strengthen downtown’s economic advantage. Much of the presentation focused on the six “big moves”:

Re-vision Jasper Avenue: A catalyst for downtown investment
Civic and Cultural Riverfront Centre
Veterans Park Intensification Area
Capitol District Intensification
Warehouse Community
Railtown Centre

The first big move is to make Jasper Avenue the signature street in Edmonton, reflecting the vibrancy and diversity of the city. Some of the key principles the team has used include: Place Making, The Streetscape, Prioritize Transit/Pedestrian Use, Built Form, Winter City, Activate Ground Floors, Residential Focus, Sustainability, Leadership & Commitment.

The key recommendation for Jasper Avenue is related to space. Currently the street is 30m wide, 21.8m of which is devoted to paved lanes, and 8.2m of which is devoted to sidewalks (4.1m on either side). Essentially 75% of Jasper Avenue is for cars and buses – 4 thru lanes, 2 parking/transit lanes, and 1 turn lane. The plan is to reduce that to 60% – 2 thru lanes, 2 thru/transit/parking lanes, and 1 turn lane, resulting in 17.6m for paved lanes and 6.2m of sidewalk on either side. There would be no parking during rush hour, and only two lay-bys would remain (the space for buses to park on the side). Additionally, the curb lane would be wider to help facilitate transit and cyclists. Traffic volume statistics show that the roadways that run parallel to Jasper Avenue are very underutilized, so there appears to be capacity for this reconfiguration to work.

Jasper Avenue and 106th Street, facing northwest

Another set of recommendations are related to the streetscape. I noted a few main ideas:

Larger trees, by increasing the amount of soil available for each tree by 5 times. In addition to playing a visual role, the trees are an important part of storm water removal.
A “grander” looking sidewalk, with steel-faced curbs to reduce the damage caused by winter snow removal, among other things.
Heated sidewalks, powered by a glycol system that would pipe waste heat from buildings through the sidewalks. The idea is that Jasper Avenue sidewalks would never need to be shoveled, sanded, or salted ever again!
Four scramble intersections, tentatively located at 99th Street, 100th Street, 105th Street, and 108th Street.
Newspaper boxes, seating, and other “clutter” would largely move to side streets, keeping Jasper Avenue clean looking. With the removal of lay-bys, you would have a mostly clear, straight sight-line down the Avenue.

There are also recommendations for the appearance of buildings along Jasper Avenue. The team has identified four main categories:

13% of the facades are heritage buildings or contribute positively.
18% require some sort of major retrofit.
32% of the facades are candidates for redevelopment.
37% require some sort of minor retrofit.

These are all part of the Urban Design Framework, a document that itself will form part of the Capital City Downtown Plan.

Jasper Avenue & 105th Street, facing northeast

Less time was spent on the other “big moves”, I think because the presenters were running out of time! In the study area today, there are just 2.6 hectares of municipally-owned park space, which is about 3% of the total space. A key target is to increase that to 8%, which is what the Veterans Park Intensification and the Civic and Cultural Riverfront Centre moves are aimed at. Some of the key ideas include:

The creation of “MacDonald Central Park” in front of Hotel MacDonald (Mark cited Bryant Park in New York as an example). The park would link up to the “Riverfront Heritage Trail” behind the hotel, which in turn would connect with Veterans Park.
The introduction of “mews” throughout downtown – pedestrian-only streets, essentially.
Expanding and improving Beaver Hills House Park, as part of the proposed Warehouse Community.

Overall the ideas presented are quite exciting, and when Mark asked for a show of hands indicating support, nearly everyone raised their arm.

In total, the plans call for an increase of:

8,300,793 GSF of residential space
1,173,454 GSF of office space
656,487 GSF of retail space

Which if implemented today, would result in a $19 million increase in tax revenues.

The big question, of course, is how much this will cost and when it’ll happen. Mark said costing information will come in the next phase (winter 2010), which also includes preliminary streetscape and engineering designs, and a finalized urban design framework. Some of the work will happen anyway, though. The trolley wires are scheduled to be removed, and Central LRT station is in need of renovations due to water leaks, work that is tentatively scheduled for 2012. Beyond that, no details were provided.

A lot of information was presented this evening, and I’m not sure I’ve done it justice here. It’s one thing to read about the recommendations, and quite another to see the detailed diagrams and other artwork. I really wish they’d update the website with more information and visuals!

Edmonton’s 311: six month status report

By Mack D. Male · September 25, 2009 at 10:00am

As you’ve probably heard by now, the City’s 311 service is not performing as well as expected. The Sun first reported the story last week, and the Journal followed up with an article yesterday. They key point mentioned in both is that wait times to connect to an operator are far longer than originally anticipated. As a result, an interactive voice response system is being considered for next year. I can’t imagine that will make callers any happier, even if it does make their calls slightly faster.

I personally think they should put more resources into 311 online. How many citizens even realize that they get online access to a lot of the information and services that 311 provides? The best way to reduce call times is to increase self-service options and quality so that citizens can bypass the phone altogether.

Fortunately, there are new self-service features being developed for release in October. The City will still need to communicate their existence effectively, however.

Background

The CRTC approved the use of the 311 phone number for municipal services back in November 2004, and Calgary became the first city to launch 311 on May 8, 2005. Here in Edmonton, City Council approved the service at its May 9, 2006 meeting. Edmonton became the first city in North America to use SAP’s CRM application to deliver 311.

The 311 service officially launched on December 16, 2008. Implementation was approved at a cost not to exceed $10 million (and it is on track to come in about $1.5 million under budget). Half of that amount came from an internal loan, which is to be repaid from operating savings (the other half came from a special dividend in 2005).

Six Months In

The report that went to the Executive Committee this week isn’t incredibly long at 7 pages, but it does have lots of information. Here are some graphics to help make it easier to understand the first six months of 311 operation in Edmonton.

Call lengths are one of the reasons everyone is complaining:

Wait times to get through to an operator are another concern:

The 311 system was supposed to help the City capture the estimated 160,000 missed calls each year, but so far it is on track to make things much worse:

The report contains information about the top ten services:

Transit inquiries make up a significant portion of all 311 calls, followed by Community Services inquiries. There’s a clear opportunity for transit to do more to reduce the number of calls going through 311. I find it odd that trip planning is such a common request actually, given that there’s a separate number for that (BusLink) not to mention the online trip planner and Google Maps.

Here’s the breakdown by department:

There are a few more graphs (without data values unfortunately) in the report, so take a look at those too. They show that the number of calls answered within 25 seconds is on the rise, and that the time it takes to get through to someone is declining.

Does this report suggest that 311 is “a disaster”? I don’t think so. All it shows is that there is work to do, and it sounds like the 311 team is on the case. Hopefully the departments they serve are as well.

Open Data in Edmonton? Follow Vancouver’s lead

By Mack D. Male · September 23, 2009 at 9:30am

Last week Vancouver launched an open data portal, providing one-stop-shopping for open data provided by the city. David Eaves called the launch “a major milestone for Vancouver” and explained:

The Data Portal represents an opportunity for citizens, especially citizen coders, to help create a City that Thinks Like the Web: a city that enables citizens to create and access collective knowledge and information to create new services, suggest new ideas, and identify critical bugs in the infrastructure and services, among other a million other possibilities.

He was also quick to point out that getting access to the data is just the beginning. Citizens have to use it, or risk losing it. The next day he launched VanTrash, an application to make garbage collection sexier. Use it or lose it indeed!

I think it’s interesting that he started with garbage collection, because I too identified that as an area that could use some innovation. A couple months ago, I spent about an hour on the phone with a manger in the Waste Management department at the City of Edmonton, trying to get access to the data behind the garbage collection schedules. Currently you can enter your address here to download your collection schedule in PDF. But if you want to find the schedule for a different part of the city, you’re out of luck. And even if you manually tried enough addresses to find all the zones and collection schedules, they’d be in PDF, which means you can’t easily add them to a calendar.

By the end of the call, I think he finally understood what I was after, and he said he’d have to get back to me. He never did, unfortunately. I can only hope that my request had an impact and that it will eventually help to open the data floodgates in Edmonton.

Open Data doesn’t have to be difficult!

Take a look at the data available at Vancouver’s data portal. Most of the data there is simple and exists elsewhere, in a less “creative friendly” format. A good example is the list of libraries. You can download the data in CSV, XLS, or KML formats, but it really just comes from the Vancouver Public Library website. The CSV contains the library name, it’s latitude, longitude, and address. Simple stuff, but potentially really useful if combined with other data sets.

Here’s an example in Edmonton. Let’s say I want to know how the crime rate of neighbourhoods with libraries compares to those without. What data would I need for that?

A list of libraries, with their locations (see below)
A list of neighbourhoods, with their boundaries
Crime statistics by neighbourhood
Census data for neighbourhoods to find comparable ones without libraries

Could you find this today? Yes, but it’s definitely not easy! The EPL website lists the libraries with addresses, so you’d need to figure out the lat/long on your own. The City of Edmonton website lists the neighbourhoods, but you’d need to figure out the boundaries on your own. The EPS website provides reported crimes by neighbourhood. And finally, the City of Edmonton provides census data for neighbourhoods in PDF.

If I could get all the above data in CSV format, it would have taken a matter of minutes to find the answer (I should point out that not all of that data exists at Vancouver’s portal either). Instead, I had to do a lot more work. The very rough result (because I compared with a random sample of similarly populated neighbourhoods) is that neighbourhoods with libraries were 1.5 times more likely to have crime than neighbourhoods without libraries in 2008. Though if you don’t count Downtown, then the crime rate is about the same for neighbourhoods with libraries and those without.

Maybe you’re thinking “what a useless example” and that’s fine – it is one of just hundreds or thousands of possible uses for that data! Just imagine what would be created if software developers and other creatives in Edmonton had access to the data.

Libraries Data

All this talk of open data, why not give you some? I’ve created a CSV of the Edmonton Public Library locations in the exact same format as the Vancouver Public Library data (minus eplGO in the Cameron Library). Enjoy!

Download the Edmonton Public Library location data in CSV

Onward in Edmonton

I’ve heard rumblings that the City of Edmonton will be doing some stuff in the open data space in the next couple of months, but I’m not holding my breath. There haven’t been enough conversations taking place. I’m hopeful that the right people are envious of the progress that has been made in Vancouver, however. I sure am!

EPS responds to my query about the Crime Mapping terms of use

By Mack D. Male · July 24, 2009 at 4:00pm

Last week I posted about the new Crime Mapping site launched by the Edmonton Police Service (EPS). One of my criticisms of the site was the very restrictive terms of use or disclaimer that you must agree to before you can use the site. In particular:

While it is acceptable to pass the website link on to others in your community, you will not share the information found on the website with others other than with members of the Edmonton Police Service or other law enforcement agencies; and

You will only use this website and the information in it so you can inform yourself of, and participate in, this community policing initiative;

This is problematic because it effectively means that you can’t do anything with the data that EPS has now made available. You can look at it using their site, but you can’t then blog about that data, or add it to a PowerPoint presentation.

I emailed a request for clarification and received a response from Amit Sansanwal, Criminal Statistics Coordinator at EPS. I asked for and was granted permission (by their legal department) to publish his response:

The EPS views the Neighbourhood Crime Mapping website as a valuable addition to our community policing initiative.

The EPS, however, is of the view that this tool can only be effective and achieve its community policing objectives if people seeking the information visit the Neighbourhood Crime Mapping website directly themselves.

By visiting the website, hopeful participants in this EPS community policing initiative can learn about what kind of information is available to them (e.g. crime prevention and partnership programs) and how it fits within this program.

We appreciate your interest in this program and hope that you tell others about the existence of the Neighbourhood Crime Mapping website.

In a later email, Amit pointed out that the current preferred way to get EPS statistics is through Statistics Canada.

The crux of their position, if I understand it correctly, is that they don’t want people looking for crime statistics to come across an inaccurate or malicious source. That seems reasonable. The problem is that such a position assumes people are actively seeking the information. By opening up access to the data and allowing others to make use of it, they can potentially reach far more Edmontonians, not to mention the benefits that could come from mashups or other data visualizations. Furthermore, it seems as though they just want to force people to use the Crime Mapping site so that they can promote additional programs to users.

The Crime Mapping site is fun to look at, but I would argue its utility is restricted by the current terms of use. Unfortunately, it doesn’t look like that’ll be changing any time soon.

Data on Edmonton’s new 12-ward system

By Mack D. Male · July 23, 2009 at 1:30pm

Last night City Council voted in favor of changing from the current 6-ward system to the more common 12-ward system used throughout North America. The change will take effect for next year’s municipal election. For more background, check out Dave’s post. You can also check out the City of Edmonton’s page for more information.

As an advocate of open data, I thought I’d share with you some data related to the new wards below. All of the data is available on the City website somewhere, but not in an easily consumable form. I’ve done the legwork to make it accessible.

Amendments made to the motion last night affected the wards a little:

Grovenor and McQueen neighbourhoods moved from Ward 1 to Ward 6.
CPR West moved to Ward 8 from Ward 10.
Calgary Trail North and Calgary Trail South moved from Ward 11 to Ward 10.
Some ravine boundaries were changed from “in-the-middle” to “top-of-bank”.

Here are the stats on the new wards:

In a table (download CSV file here):

Ward	Population	Electors
1	62,625	51,061
2	67,306	54,704
3	63,819	49,465
4	67,811	52,666
5	62,424	49,615
6	70,840	62,152
7	63,549	51,865
8	66,196	57,189
9	68,214	53,889
10	61,276	49,935
11	64,770	51,329
12	63,609	48,529

The average population of each ward is 65,203 and the average number of electors for each ward is 52,700. This data comes from the 2009 Municipal Census.

Here are the number of neighbourhoods in each ward:

I’ve also compiled a list of neighbourhoods in each ward which you can download in CSV here. Or if you’d rather just look, you can download the list in PDF here.

I’m trying to track down or create a good quality map of the 12 wards, but this’ll have to do for now. What I’d really love is lat/long coordinates for each ward. If you have something better than that graphic, let me know!

Go do something useful or interesting with this data, and then tell me about it. I’m looking to collect local examples to strengthen the case for open data at the City of Edmonton!

UPDATE: Here’s a better map in PDF format.

UPDATE2: Here’s an even better color map showing the wards and neighbourhoods in PDF format.