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Digital Strategy UpdateApril 29, 2015Jessie Adcock, Chief Digital OfficerSandra Singh, Chief Librarian

Agenda1. Moving the Dial on Digital MaturityJessie Adcock, Chief Digital Officer– Digital Strategy Context– 2012 vs. 2015– Review of achievements by digital capabilityarea2. VPL Inspiration Lab –Sandra Singh, Chief Librarian3. Closing Remarks2

Background and Strategic Context

Why is the Strategy important to the City and Public ?Innovation outsidegovernment is changingcitizen expectationsCurrent business modelsface resource constraintsand cost realitiesData ConcernsIndustry PressurePace of TechnologyBusiness case forend to end citizenexperience5

The City’s Digital Maturity in 2012SocialCapability AreaMobileOnlineInfrastructure& DataOrganizationMaturity Level6Absent• Limited or nocapabilitiesExploring• Basics in place• Some integrationEnabled• Right systems andprocesses• Internal and externalintegrationConnected• Example for other cities• Citizens, employees, businessand government connectedthrough desiredchannel.

2012 PWC Digital Maturity AssessmentOnlineMobileSocialVancouverBostonChicagoLondonManchesterNYCPortlandSan FranciscoSan JoseSeattleWellingtonInfrastructure& DataAbsentExploringEnabledConnected7

4 Pillar Digital Strategy Framework1ENGAGEMENT2& ACCESSINFRASTRUCTURE& ASSETSCitizens and businesses caneasily interact with the Citythrough digital channelsA robust digital infrastructurebuilt through strategicinvestments and partnershipsDIGITALECONOMY3 4ORGANIZATIONALDIGITAL MATURITYVancouver is a global leader insupporting innovation andgrowth in the digital economyThe City of Vancouver has amature, citizen-centric digitalculture8

2015 Digital MaturityOrganizationOnlineMobile2015Social201520152015201220122012201220122015Infrastructure& DataAbsentExploringEnabledConnected9

Organization• Digital Services, 311 andIT Alignment2012: Exploring2015: Early Connected• 1 st Remote Agent 311program in Canada• Inspector Mobility• Staff Collaboration Tools• Mobility Strategy10

OnlineVancouver.ca26MWeb page views in 20142012: Exploring8.6MVisits tovancouver.ca4.6MUniqueVisitors fromsingle device30%Phone/Tablet+6% +4% +4%2015: Enabled• Complex business transformationprojects• Usability enhancements• Plan your Vote Tool11

2014 Municipal Election PeriodOct 1-Nov 17, 2014• Most visited day in history was November 15, 2014 with 134,156 visits vs.normal range of 20,000-35,000• 21% of visits to vancouver.ca viewed election-related contentGoalsSaved electionplansSearched votinglocationsTotal5,97335,585Registered to vote 16,065Checked voterregistrationViewed electionresults13,68879,723ChannelOver 1.1 M DigitalInteractionsInteractionsVancouver.ca 1,101,7393-1-1 6,264Social 10,19812

Channel Synergy• Channels are complementary• Social referred 12% of election related visits to vancouver.ca• Vancouver.ca provides content and additional context forsocial posts• 3-1-1 uses vancouver.ca to answer user questions• 3-1-1 provides vancouver.ca with information on frequentlyasked questions.• Dynamic and flexible relationship– E.G. Featuring voting locations on homepage after 3-1-1 saw spikein voting location interactions13

Mobile2012: Exploring2015: EnablediParksExplore parks and green spacesaround Metro VancouverVPL MobileFind and discover titles, manageaccount, branch informationVanConnectNew way to connect to the City ofVancouver 24/7/365VanCollectWaste Wizard (new!) Garbage, GreenBin and Recycling collection schedulesand remindersVanGolfFind and book a tee time, interactivescore card and GPS for all Vancouvergolf coursesPayByPhoneSimple, secure and quick way for you topay for parking throughout the City ofVancouverResponsive Web DesignVancouver.ca optimized for mobilecitizens14

Social2012: Exploring2015: Early Connected• Social is a primarycommunications channel forcitizens– In 2014, City Twitter acct grew69%, & FB acct grew 93%• Most critical communicationstool in Emergency Response– Tweets and Facebook promptlyreached hundreds of thousands– Our social messages are directlyquoted in media articles– Allowed us to respond to citizenissues and dispel myths quickly15

Infrastructure and Data• BCNET Fibre ExchangeAgreement2012: Early Enabled• PUBLIC ACCESS Wi-Fi2015: Enabled16

City of Vancouver Exchange Agreement with BCNET• Improve City Services– Build network capacity– Reduction of single points of failure• Help support City Strategies & Initiatives– Fosters and enables connections– Enabling next generation digital infrastructure forpost-secondary institutes and associated researchorganizations• Save the City money on networkoperating costs17

2015 City of Vancouver Public Wi-Fi

City of Vancouver Public Wi-Fi: VisionCellularPrivate / Fee-Based Wi-FiEconomicDevelopment43 Initial City LocationsDigital DivideEmergencyResponseServiceCompetitiveness19

Example Wireless Access Point20

Request for Application (RFA) ObjectiveSolicit applications from telecommunicationsservice providers:1. Provision of public wireless internet accessat one or more City facilities/locations• 43 CoV sites plus 2 street locations identified inRFA2. Inclusion on a list of prequalified firms toprovide public wireless internet access atadditional CoV sites in the future21

Public Wi-Fi : Current LocationsVPL ManagedCOV Managed22

RFA Target Locations + Current (VPL & IT Managed)VPL ManagedCOV ManagedTarget Locations23

RFA ‘Initial Target Locations’: Total = 43Community Centre's (26 Locations)Name1 Britannia Community Centre2 Carnegie Center3 Champlain Heights Community Centre4 Coal Harbour Community CentreCreekside Community RecreationCenter56 Douglas Park Community Centre7 Dunbar Community Centre8 Evelyne Saller Center9 False Creek Community Centre10 Gathering Place Community Centre11 Hastings Community Centre12 Hillcrest Community Center13 Kensington Community Centre14 Kerrisdale Community Centre15 Killarney Community CentreKitsilano War Memorial CommunityCntr1617 Marpole-Oakridge Community Centre18 Mount Pleasant Community Center19 Ray-Cam Co-op Community Centre20 Renfrew Community Centre21 Roundhouse Community Centre22 Strathcona Community Centre23 Sunset Community Centre24 Thunderbird Community Centre25 Trout Lake Community Centre26 West End Community Center27 West Point Grey Community CentreCivic Facilities (4 Locations)Name1 Vancouver Aquatics CenterVanDusen Botanical Gardens (VisitorsCentre)23 Kerrisdale Arena4 Bloedel ConservatoryPublic Golf Courses (3 Locations)Name1 Fraserview Golf Course Club House2 Langara Golf Club Club House3 McCleery Golf Course Club HouseCivic Marina's (2 Locations)Name1 Burrard Marina2 Heather MarinaCivic Outdoor Pools (4 Locations)Name1 New Brighton Park Pool2 Maple Grove Park Pool3 Kitsilano Pool4 Second Beach Pool & KioskCivic Theatre's & Cultural (3 Locations)Name1 Orpheum Theatre2 Playhouse Theatre3 Queen Elizabeth Theatre24

RFA Key Requirements• No cost to CoV for hardware, installation or operation of publicWi-Fi (other than power supply)• No cost to users (i.e. general public) for access to Wi-Fiservice, subject to vendor proposed restrictions, if any (e.g.:bandwidth, transmission speed, free data volume, time orlocation usage limits, number of concurrent users, etc…)• Service implemented within 6 months of individual locationagreements, following Master Agreement signing• Adherence to Health Canada Safety Code 6 (RF radiation) andother applicable regulation• No integration/dependence on CoV IT infrastructure• Ongoing audits of service quality25

RFA Evaluation Process• RFA was posted for 7 weeks on BC Bid and City of Vancouverwebsite.• A vendor information meeting was held on January 9, 2014• City received 3 proposals• Proposals evaluated by a cross departmental evaluation team onthe basis of:• Minimum requirements (Pass/Fail)• Technical Requirements• Business Proposal• Vendor Short List Interview• Bid Committee approved staff evaluation team recommendation.26

Recommendation1. Award Initial Locations– Award 43 locations to TELUS (5 year term)• Better overall proposition for City– Keeps initial priority location launch simple, reduces lead time,same experience across highest volume locations• Better overall proposition for citizens– User experience, no marketing contact, no need to create anaccount, no data caps• Simplifies agreement structure– Defer the ‘streets pilot’ due to technical challenges2. Establish pre-qualified list for future locations– Refresh period: 3 years or sooner27

2. VPL Inspiration Lab28

VPL Inspiration LabOpening Tuesday, May 5Enabling creativity,collaboration and storytellingthrough digital media• 5 sound booths for recording• 12 digital media stations• 8 digitization stations29

VPL Inspiration LabExpanding Digital Literacy• Small group programs• One on one by appointment• Partnerships withVancouver’s digital creativeindustry for program delivery30

VPL Inspiration Lab$200,000 City of Vancouver Innovation Fund$200,000 VPL Foundation donors$200,000 VPL Reserves from gifts$600,000 Budget31

3. Closing Remarks32

ConclusionOrganizationOnlineMobile2016201520162016Social20152015201620152012201220122012201520122016Infrastructure& DataAbsentExploringEnabledConnected33