Can I Help You?

One of the things that has struck me the most about being in Calgary is how responsive everyone is. From the agent who rented me my car at the airport, to the concierge at the hotel, to the Canadian-based moving company representative; everyone responds and resolves my needs quickly.

Government entities and employees have been no exception. Yesterday I went to get my S.I.N. card; the Canadian equivalent of a Social Security card. I stood in the “queue” for about 3 minutes, spoke to an artsy looking woman in her 50’s who listened patiently, politely asked to see my work permit and then directed me to a seating area where I’d barely sat down before my name was called. Then I went to a cubicle sitting across from a young, pretty woman dressed stylishly; copies of "Wheat Belly" and "The Wheat Belly Cookbook" on her desk. She took me politely through what I needed to do and then gave me a form with my number on it. The whole process took 10 minutes.

On Tuesday when I was sitting through the Town Council meeting, I was struck by how responsive the Mayor and City Council were to the citizens. The Council was conducting a public hearing. A citizen got up to ask about a swale that had been dug up by the Town’s crews. Prior to the dig, citizens were able to mow the grass and now the sides of the swales were too steep to mow. The Mayor turned to the City Administrator and asked him to look into it. He said he would and told the Council he could do so within 3 days. “Would that be acceptable?” he asked the Mayor, and she said it was. Later on in the hearing a 7 page letter was read to the Council outlining concerns a citizen had about the proposal before Council. The Developer proponent of the project told the Mayor that he could respond to each concern and the Mayor said she would ask the Planner to draft the letter.

I can’t tell you how many times I’ve sat in a City Council meeting where citizens would get up and ask questions of Council and NO ONE responded. At best the Mayor or a Council person would encourage the citizen to contact the Public Works Director but I don't think I remember a time when the Mayor looked at the Public Works Director and said "Director, would you please get Mr. Smith's number and call him tomorrow?" or something of that nature. 

On the flip side, I'm finding that Public Notification seems to be somewhat of new concept. For Planners in Washington State, public notification procedures for environmental review and major projects are spelled out in the Revised Code of Washington. Alberta's equivalent, the Municipal Government Act, states that municipalities must notify the public but leaves it up to the Town to decide how to do that. Public notification has been limited to publication in the newspaper after a project has already been approved or notification that a public hearing is being held way after many decisions have already been made.

Granted, this isn't much different than what I'm used to. Public Hearings in Washington State for various projects and legislation take place toward the end of a decision-making process when most of the decisions really have already been made. In the Town I now work for as in the places I've worked in Washington, the legislative body typically makes a decision on the item at the same meeting that the public hearing is held. How can citizens feel that they are really being heard? Shouldn't the legislative body wait until at least the next meeting so they can address any of the concerns that are brought up by citizens? I think so. 

I think legislation like Washington's "Appearance of Fairness" doctrine and "Open public meetings" act are going in the right direction, but they don't get at the spirit of responsiveness to public concern. Looks like municipal government in Alberta struggles with the same thing. Maybe I can help.