How should the District of Squamish’s $3-million information technology upgrade make life easier for citizens?
That was a key discussion point at the mayor’s breakfast held Friday at the Copper Coil Still and Grill downtown.
Mayor Patricia Heintzman said staff is trying to instill a service culture, even though the district does not have competition – for example, “if you don’t like the pool, tough noogies, there is no other pool,” she quipped.
IT manager Conrad Kordel said the technology upgrade will “help us provide better service.” For example, the website will add new functions such as public commenting forums and online payments.
“It’s pretty exciting. It’s long overdue… these systems should have been replaced a few years ago,” Kordel said.
“How do we stay competitive in a fast-changing world?” Heintzman asked. “It’s all about messaging and communication.”
She emphasized the need to communicate and referred to a quote by marketing guru Steuart H. Britt: “Doing business without advertising is like winking at a girl in the dark. You know what you are doing, but no one else does.”
The mayor hopes the digital strategy will lead to transformational change at the district, but she encouraged the public to get involved by sharing information as well.
Heintzman also suggested having an economic development officer again, which could be in the next budget, to provide more help for entrepreneurs trying to navigate the system of permits and zoning changes.
Copper Coil owner Les McDonald said he created 34 jobs at his new restaurant but, despite having prior business experience, struggled to find the information he needed from the district. He said the district needs to simplify the process, to “dumb it down” so that small business owners can understand what they need to do.
Kordel said tax payments, dog licensing and permits are “huge things – that’s what people are really looking for” from the district, but more functions could be added to the website, such as sign-ups for recreation programs.
Digital services would reduce service costs, as most fees such as permits are actually to cover customer service staff time, which Heintzman says averages $30 an hour.
But local volunteer Theodora Carroll cautioned that while it’s good the municipality is developing a digital strategy, “it’s important not to lose the personal touch.”
“That is one of my concerns, that the digital strategy will be a way of avoiding impersonal discussions with the public. I have already seen that, where there has been a fair amount of buck-passing,” said Carroll.
“You say you want to really engage the community. You won’t engage it if there is a disconnect between the digital and the personal.”
“True,” the mayor replied. “Digital can’t replace the meaningful conversations like hopefully we are having this morning.”
The mayor’s breakfast was the eighth community discussion held this year.
The district’s $3 million IT plan will be implemented over a four-year period, and at the meeting, Councillor Karen Elliott invited the public to provide input.
