GUIDE FUTURE INNOVATION - A SMART CITY STRATEGY TO - City of Surrey
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A S M A RT C I T Y S T R AT E GY TO
GUIDE FUTURE INNOVATION
2 City of Surrey Smart Surrey Strategy
Table of Contents
Section 1 Introduction & Background......................................................................7
Section 2 Vision for Smart Surrey............................................................................8
Section 3 Social Engagement & Connectivity....................................................... 12
Section 4 Economic Growth..................................................................................31
Section 5 Service Delivery Innovation...................................................................42
Section 6 Smart City Infrastructure.......................................................................63
Smart Surrey Strategy City of Surrey 3
Message from the Mayor
On behalf of Surrey City Council, it is my pleasure to present the Smart
Surrey Strategy.
As the fastest growing city in the region, investing in technology and
innovation is crucial to continuing our work in building a city that is
prepared to face the challenges of the future. The Smart Surrey Strategy
provides a foundation upon which we will continue to enhance our
efforts to integrate innovative, tech-savvy city building approaches. It
is imperative that we continue to encourage social engagement and
connectivity, sustainable economic growth, innovative service delivery
and sound infrastructure investments to maintain our trajectory, and this
comprehensive strategy will assist in making significant advancements
within these key areas.
The Smart City Strategy was developed on strong, collaborative decision-
making processes that define our community goals and encourage
additional co-operation and engagement between stakeholders to help
create a brighter future for our rising city.
Sincerely,
Linda Hepner
Mayor, City of Surrey
4 City of Surrey Smart Surrey Strategy
Message from the Chair
As Chair of the Investment and Innovation Committee, I am proud to
support the Smart Surrey Strategy as a blueprint guide for our future
investments in technological advancement and innovation. Innovation
and entrepreneurship are key characteristics of our vibrant community
and will continue to shape our city as we implement effective tools to
enhance the sustainable growth of Surrey.
I invite you to review this strategy and see the many ways Surrey
is taking the lead on the meaningful integration of technology and
innovation into our decision making.
Sincerely,
Councillor Bruce Hayne
Chair, Investment and Innovation Committee
Smart Surrey Strategy City of Surrey 5
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6 City of Surrey Smart Surrey Strategy
Introduction &
Background
Surrey is the fastest growing city in BC and one of the fastest growing Charter. The Official Community Plan sets a vision of Surrey as a city
in Canada. Innovation and a commitment to service are hallmarks of that will “continually become a greener, more complete, more compact
Surrey’s governance model. This commitment has enabled Surrey to and connected community that is resilient, safe, inclusive, healthier
evolve from a relatively small, bedroom community of the 1960s into a and more beautiful.” The Sustainability Charter commits to the principle
vibrant home to more than half a million people. of meeting the needs of the present generation while promoting a high
quality of life, without compromising the ability of future generations to
Decisions made today affect our lifestyle tomorrow. Opportunity lies meet their own needs.
in Surrey to build a sustainable city where residents live, work and
play, and enjoy a high quality of life. In order to accomplish this goal,
the City must be forward-thinking to ensure that the infrastructure, What is a ‘Smart’ City?
the economy, and its communities are built to best serve its growing
population. Critical to guiding this growth is innovation; the Smart A ‘Smart’ City creates sustainable economic development and
Surrey Strategy seeks to guide Surrey’s growth from an innovation and high quality of life by considering innovation and technological
technological perspective. advancements as a key ingredient in its decision making, strategy and
investment.
The Smart Surrey Strategy supports the principles of Surrey’s two
guiding documents: its Official Community Plan and its Sustainability
Smart Surrey Strategy City of Surrey 7
Vision for
Smart Surrey
The City of Surrey’s ‘Smart Surrey’ Strategy 1. Social Engagement & Connectivity 3. Service Delivery Innovation
strives for excellence and deployment A socially engaged and connected Service delivery in a smart city is easy,
of international best practices using community is one where residents convenient, and efficient for residents
technological advancements and innovation actively participate in decision to do business with the City. Residents
to enhance life and work within Surrey. making and the City of Surrey is both have multiple methods to do business,
transparent and accountable. either digitally or in person. The City’s
Using new and existing technologies and service delivery is customer-focused,
information, it identifies and implements 2. Economic Growth efficient, and cost effective.
systems and programs to inform decision- The local economy in a smart city is
making, create efficiencies and optimize the prosperous and resilient. It achieves a 4. Smart City Infrastructure
effectiveness of City resources leading to one-to-one ratio of jobs-to-resident work Smart City Infrastructure consists of
cost-savings. force and a balanced tax base. New optimized methods of construction,
jobs are created in knowledge-based operation, and maintenance. The City
Four key areas of action have been
and high-growth industries by local uses leading-edge technology and
developed to deliver on its vision. Each
entrepreneurs. The City has a world- new approaches to find efficiencies,
action item serves to meet the criteria of
class network of partners to enable coordinate activities, and collect data to
one of the four following areas:
growth. do more with less.
8 City of Surrey Smart Surrey Strategy
Social Service
engagement & delivery
connectivity innovation
Economic Smart city
growth infrastructure
Smart Surrey Strategy City of Surrey 9
Do More With Less
New Approaches
Affordable
Sustainable Leading Edge
Customer Focused Prosperous
Accessible Convenient
Cost Effective Do more with less
Economy Connected
Efficiencies
Knowledge Based
Accountable Partners
Service-Delivery Optimize
Community High Growth
World Class
Engage
Inclusive
Innovation
10 City of Surrey Smart Surrey StrategyCITY OF SURREY’S
OPPORTUNITIES & CHALLENGES
Opportunities Challenges
• Rapidly growing, young and diverse population provides the work • As the Smart Surrey Strategy is rolled out and matures, there will
force of the future; be a need for the strategy to continually evolve and adapt to the
needs of the City;
• Research university and hospital campus located downtown
fosters innovation; • Ensuring that the strategy remains focused on improving quality of
life for those who live in the community as opposed to technology
• Asia Pacific Gateway with port access, two US border crossings,
for technology’s sake;
intermodal rail and close proximity to Vancouver means the City is
well positioned to grow into an economic centre in the region; • Challenging to deliver technology over Surrey’s large physical land
mass (e.g., Wi-Fi access);
• Opportunity to shape the development of the emerging downtown
core though investment in innovation and technology; • Limited tax dollars means finding creative solutions for harnessing
rapidly changing and continuously evolving technology; and
• Surrey’s low taxes ensure investments in new technology provide
a significant return to the City and its residents; and • Ensuring that the right community and business stakeholders
and partners are involved in decision-making processes so that
• Strong supply of industrial lands provide opportunities for a range
decisions made are reflective of what is in the best interests of the
of businesses.
entire community.
Smart Surrey Strategy City of Surrey 11Social Engagement &
Connectivity
Vision
“The City of Surrey is an inclusive, connected
and engaged community. Residents actively
participate in decision making and the City of
Surrey is both transparent and accountable.”
Pillar Description
Initiatives designed for the purpose of increasing engagement
opportunities and improving the ease of which residents interact with
civic government and with each other. High social engagement in a
community has been associated with increased happiness, health and
well-being.
12 City of Surrey Smart Surrey StrategyCOMMUNITY ENGAGEMENT
OPEN DATA
SOCIAL
ENGAGEMENT &
CONNECTIVITY CONNECTIVITY - WIRED
CONNECTIVITY - WIRELESS
Smart Surrey Strategy City of Surrey 13CitySpeaks is a Social Engagement & Connectivity
web‑based citizen CitySpeaks
engagement tool designed
to give the public a stronger
voice in local government
decision making. CitySpeaks is a web-based citizen Key Outcomes
engagement tool designed to give the public
a stronger voice in local government decision • Improved two-way communications
making. CitySpeaks allows residents and with customers, businesses, property
businesses to have effective and meaningful owners, and residents.
input on programs and initiatives occurring • Provides sophisticated insights and
around the City of Surrey. Instead of relying profile data on diverse citizen groups.
only on public meetings, hearings and other
traditional methods of gathering public input, • Qualitative and quantitative research in a
often centered on contentious issues, the statistically valid manner.
CitySpeaks program is designed to balance • Takes the guess-work out of what the
Timelines
citizen input throughout the year and tackle broader public is thinking and allows
more complex issues while gathering for sophisticated ongoing community
Implemented April 2013
information. intelligence when consulting on civic
Partners matters.
Vision Critical
Lead City Department
Parks, Recreation & Culture –
Marketing and Communications
14 City of Surrey Smart Surrey StrategySmart Surrey Strategy City of Surrey 15
16 City of Surrey Smart Surrey Strategy
Social Engagement & Connectivity
Early Childhood Development
The Early Childhood Development Initiative Key Outcomes
Timelines
(ECD) goal is to develop sustained
improvements around child care, health and • Establish ECD Leadership Task Force
Implemented Ongoing
nutrition, safety, community and culture, • Evolve towards an ECD Centre of
socialization, and physical activity. Through a Excellence Potential Partners
partnership with IBM and the Smarter Cities
Challenge, Surrey’s ECD initiatives were • Commit to a data gathering & sharing Children’s Partnership of Surrey‑White Rock
assessed and found that although there are strategy
many services available, challenges exist • Create analytics-driven decision making Surrey Children First
around overlapping of services, awareness, team and tools
rapid population growth, complexity, Lead City Department
dispersed data, cultural diversity, and budget • Maximize shared facilities & volunteer
constraints. community Parks, Recreation & Culture
• Intensify social media outreach
Key focus areas include: Leadership
Development, Investment Management, and
Communication & Engagement.
Smart Surrey Strategy City of Surrey 17Social Engagement & Connectivity
Surrey Steps Up
Surrey Steps Up is a City of Surrey Key Outcomes
communication campaign focused on
increasing community engagement to • Engage youth in a pro-active manner
improve well-being and safety. It will to set a positive course for the future
encourage active participation from youth, around safety issues important to them
business and neighbourhoods to counteract (i.e., bullying, gangs, etc.)
Timelines the underlying social issues/root causes of • Have businesses, business associations,
crime. It will also promote the work currently boards of trades and chambers of
Overall Program & being done and celebrate community spirit. commerce participate in community
Youth Engagement
Launch engagement and enhancement projects
designed to promote participation and
Business Implemented reinforce positive behavior.
Engagement Launch
• Empower neighbourhoods to work
Neighbourhood
together with existing neighbourhood
Engagement associations, block watch groups, and
community associations.
Potential Partners
To be decided – In the process of seeking
partnership opportunities
Lead City Department
Surrey RCMP
18 City of Surrey Smart Surrey StrategySocial Engagement & Connectivity
HomeSafe Program
The HomeSafe Program is a core component Key Outcomes
Timelines
of Surrey’s Evidence-Based Fire Reduction
Strategy based on research by the University • Identifies Surrey neighbourhoods with
Initial HomeSafe visits Implemented
of the Fraser Valley (UFV) examining nearly the greatest fire risk.
5,000 structure fires in Surrey over a 20 • Uses local fire and demographic data Continued evaluation
year period. This research found that certain Ongoing
to target fire hotspots for door-to-door of cohorts
people, properties and neighbourhoods firefighter visits to educate residents
have a greater fire risk than others due to about fire safety and install free smoke Partners
socio-economic factors such as age, family alarms.
structure and lifestyle. University of the Fraser Valley
• To date firefighters have visited over
40,000 homes. Kiddle Canada
• Cost-effective program leverages Surrey Firefighters Local 1271
existing resources and community
sponsorship. Guildford Mall
Lead City Department
Surrey Fire Services
Operations / Prevention
...certain people, properties and
neighbourhoods have a greater fire risk than
others due to socio-economic factors...
Smart Surrey Strategy City of Surrey 19Digital Inclusion Social Engagement & Connectivity
ensures individuals and Digital Inclusion
disadvantaged groups have
access to, and the skills
required to use information
and communication Digital Inclusion ensures individuals and Key Outcomes
disadvantaged groups have access to, and
technologies. the skills required to use information and • Expanded free public Wi-Fi at select
communication technologies. This enables parks/gathering places, recreation
them to participate in and benefit from facilities and City facilities allows free
Surrey’s growing knowledge and information connectivity.
offerings. • READ-Ability services and free
computer classes at Surrey Libraries.
Surrey continues to grow its many
community technology programs through • Redesigned City website with a
the Smart Surrey Strategy. responsive design allows for optimal
Timelines viewing and improved accessibility via
mobile devices.
Ongoing
• Surrey Archives provides access to the
Lead City Department public via its Public Reference Services
and computer terminals.
Parks, Recreation & Culture, Libraries
• Volunteers gather community input at
special events by having residents fill
out questionnaires on tablets.
• Computer Labs at Surrey Libraries
provide online access to seniors and
youth who don’t have computers at
home.
20 City of Surrey Smart Surrey StrategySmart Surrey Strategy City of Surrey 21
…certain data should Social Engagement & Connectivity
be freely available for Open Data program
everyone to use and
republish as they wish,
without restrictions…
Surrey’s Open Data program is an important Key Outcomes
component of the City’s commitment to
be an open, transparent and accessible • Largest municipal catalogue in Canada
government. Open Data is data that is freely with public access to over 300 datasets.
available for everyone to use and republish • Near real-time access to data to support
as they wish, without restrictions. developer apps and map visualizations
through APIs.
The goal of Open Data is to empower
citizens, to help small businesses, or • Annual Hackathon events foster
to create value in some other positive collaboration and innovation.
unforeseen way. Open Data is an enabler of
Timelines socio-economic development (healthcare,
education, economic productivity, and
New Open Data Policy scientific research) because better access to
data is available to all communities.
New Terms of Use License Implemented
Launch Open Data Catalogue
Partners
Surrey RCMP, Fraser Health, Open North
Lead City Department
Engineering Department – GIS
22 City of Surrey Smart Surrey StrategySmart Surrey Strategy City of Surrey 23
24 City of Surrey Smart Surrey Strategy
Social Engagement & Connectivity
Innovation Boulevard Fibre
Located in close proximity within Surrey’s Key Outcomes
Timelines
City Centre between Surrey Memorial
Hospital (SMH) and Simon Fraser University • Expand the ‘CANARIE’ fibre network
Fibre Build Study Implemented
(SFU) is world-class talent and organizations from SFU Surrey to the Surrey Memorial
in the medical technology sector. Known as Hospital campus and throughout
Fibre Build Complete Q2 2015
Innovation Boulevard, the City of Surrey has Innovation Boulevard to connect
formed strategic partnerships to capitalize on researchers and institutions to the Potential Partners
this convergence of talent that includes the national networks.
largest health infrastructure investment in BCNET, CANARIE
British Columbia’s history with the expansion
of SMH, leading-edge research at SFU, and Lead City Departments
a new BC Leadership Chair in Multimodal
Economic Development
Technology for Healthcare Innovation.
Engineering Design and Construction
A key component of Innovation Boulevard Finance and Technology – IT
is connection to ‘CANARIE’ (Canada’s
Advanced Research & Innovation Network),
an ultra high-speed network that connects
researchers and innovators to data, tools,
colleagues, labs and classrooms in the digital
economy.
Smart Surrey Strategy City of Surrey 25Social Engagement & Connectivity
Fibre Broadband Strategy
Connectivity is to the new economy what Key Outcomes
Timelines
physical highways were to the old economy;
reliable high speed networks are integral for • The City will provide a future roadmap
Identification of locations for
increasing economic activity in a knowledge on how best to connect our citizens
potential opportunities for
Overall Fibre Plan based economy. and business to ultra-high speed fibre
2015 in an affordable manner that optimizes
Explore opportunities to facilitate
The City of Surrey is being a facilitator of community access and inclusivity.
marketplace competition with world-class broadband connectivity through
• Explore different options around policies
suppliers the use of public-private partnerships where
and programs to increase penetration
feasible. Strategically provisioned fibre optic
Development of Fibre Plan for the rate of broadband usage.
2015 – 2016
networks are to provide broader reach for
City of Surrey businesses, residents, and visitors with fast, • Development of hybrid model that
reliable and cost-effective connectivity. will include partnerships with local
Potential Partners
providers, City-owned fibre and/or
At the core of the Social Engagement &
To be determined
conduit to achieve long range needs.
Connectivity Strategy is the need to deliver
connectivity services to our citizens and • Creating and implementing a City Fibre
Lead City Departments
business community. To further that aim, Broadband Strategy.
the City of Surrey will establish a Fibre
Finance and Technology – IT
Broadband Plan.
Engineering Design and Construction
The City will provide a future roadmap on how best to connect our
citizens and business to ultra-high speed fibre in an affordable manner
that optimizes community access and inclusivity.
26 City of Surrey Smart Surrey StrategySocial Engagement & Connectivity
City-wide Wi-Fi
Providing free Wi-Fi access will enable Key Outcomes
Timelines
citizens, visitors and City employees to
access the Internet and eliminate potential • Position the City as a progressive,
Preliminary contract
barriers for access. Wi-Fi has become one connected community, making it
negotiations with supplier
of the predominant means by which an attractive to mobile-enabled residents,
individual accesses information. As Surrey visitors, businesses, and knowledge Negotiate solution delivery Implemented
is one of the largest cities (by land mass) in workers. option with supplier
the region and with its growing population, • Partner with a provider to deliver free
City‑wide Wi-Fi connectivity is integral. Council approval of plan
City wide Wi-Fi services at key locations
such as recreation centres, libraries,
Q4
parks, and city gathering places. Phased implementation
2014 – 2015
Potential Partners
Telecommunications providers
Lead City Department
Finance and Technology – IT Division
Smart Surrey Strategy City of Surrey 27Social Engagement & Connectivity
Cellular Penetration
In recent years we have seen significant
Timelines
growth in the demand for wireless services
via smart phones, tablets, etc. This growing
Fulfillment of the pilot project for
City street lights
demand has challenged the wireless
2015 industry to provide sufficient infrastructure
Finalization of City’s Telecom to address area coverage and capacity
Policy (Protocol Agreement) issues, while being mindful of community
concerns over infrastructure aesthetics.
Potential Partners
Local wireless providers Key Outcomes
(Telus, Bell, Rogers)
• Update the City’s Telecommunication
Lead City Department Policy.
• Increase cellular penetration by
Engineering Realty Group
Planning & Development
implementing a pilot project for using
Finance and Technology – IT
streetlight poles to install wireless
Legal Services
communications infrastructure
(Corporate Report R186, July 2012).
• Increase cellular penetration
by implementing pilot project
recommendations corroborated by
telecommunications providers.
28 City of Surrey Smart Surrey StrategySmart Surrey Strategy City of Surrey 29
KNOWLEDGE WORKFORCE
BUSINESS START UP
ECONOMIC
GROWTH ECONOMIC DIVERSIFICATION
MARKETING AND ADVOCACY
30 City of Surrey Smart Surrey StrategyEconomic Growth
Vision
“Surrey has a prosperous and resilient
local economy that achieves a one-to-one
ratio of jobs to resident work force and a
balanced tax base. New jobs are created
in knowledge‑based and high‑growth
industries by local entrepreneurs. Surrey
has a world-class network of partners that
enable growth.”
Pillar Description
Comprises technology and innovation driven initiatives intended to
stimulate economic growth to increase the City’s tax base and create
new jobs to allow residents to both work and live in their community
while enjoying a high quality of life.
Smart Surrey Strategy City of Surrey 31Economic Growth
Research Chair in Energy Systems
for Smart Cities
As conventional unsustainable sources of Key Outcomes
Timelines
energy are depleted, there is a growing
need for clean technology to replace • Leading research that focuses on
Corporate Report approved
current energy sources and enhance energy planning, regulating, implementing and
by Council
Implemented management. managing energy infrastructure and
Terms of Reference
related sustainable energy technology
The proposed NSERC - Power tech - City of for evolving cities in the 21st Century.
Research Chair recruitment 2015
Surrey Executive Industrial Research Chair
• Research will span industries from
in Energy Systems for Smart Cities builds
energy generation, transportation,
Submit Natural Science & on the work of the Mayor’s Clean Energy
conservation, recapture, storage and
Engineering Council Funding 2015 Advisory Network, Surrey EnergyShift
Application utilization within cities.
Initiative, and the proposed Energy System
Engineering Program that would be delivered • Leading an Advisory Group from
Partners at SFU Surrey. industry, academia, government and
other agencies to assist in creating an
SFU, PowerLabs
Economic Development Strategy and a
Lead City Department related Centre of Excellence in the area
of sustainable energy systems.
Engineering
• Actively contribute to training and
teaching activities under the proposed
Energy Systems Engineering Program
at SFU.
32 City of Surrey Smart Surrey StrategyEconomic Growth
Business Incubators
Business incubators help entrepreneurs Key Outcomes
Timelines
grow their companies by providing them
with resources and mentorship. • Partnered with SFU Surrey and the
Start BCTIA Centre4Growth
British Columbia Technology Industry
programming in Surrey
An active entrepreneurial base and nurtured Association (BCTIA) to deliver the
“start-up culture” enables new business BCTIA’s Centre4Growth acceleration Start monthly ‘Tech MeetUp’ Implemented
formation by creating connections and programming in Surrey.
sharing ideas. Deliver 2-day ‘Build it
• One-on-one coaching from an
Bootcamp’
The City’s efforts compliment partner activity experienced technology CEO, and
such as the Health Tech Connex innovation access to the BCTIA’s network and other
Joint events with
programming. Centre4Growth is offered 2015
space, and the Venture Connection and SFU Venture Connection
Digital Health Hub incubators located at SFU free to Surrey companies.
Surrey. Partners
• Delivered of a two day “Build-It
Bootcamp” to ten companies to apply
BCTIA
best practices and validate business
SFU – Innovation Office and
ideas for new product development. Beedie School of Business
• Work with partners to hold events such
Lead City Department
as monthly ‘Tech MeetUps’ to share
ideas and foster connections.
Economic Development
An active entrepreneurial base and nurtured “start-up culture” enables
new business formation by creating connections and sharing ideas....
Smart Surrey Strategy City of Surrey 33Efficient City processes Economic Growth
make it easier for businesses Online Business Licence
to start and grow. Surrey is
developing a leading-edge
solution to move the entire
Efficient City processes make it easier for businesses to start and grow. Surrey is developing
business licencing process
a leading-edge solution to move the entire business licencing process online. This will
online. streamline the process, speed transaction time, and minimize the requirement for customers
to travel to City Hall.
Key Outcomes
• Offer users the option to submit or change an existing business licence application on-line,
thereby increasing accessibility for Surrey businesses.
Timelines • By integrating business applications and revising department workflows, work will be entered
one time only, and will no longer be delayed by ‘in-transit’ paperwork.
Online Business
Implemented
License launch • Streamline Business Licence Process with the goal of reducing wait time for businesses.
• Enhanced ability for City staff and applicants to understand the current status of a business
Partner
application, in real time, thus accelerating response times.
Computronix
Lead City Departments
By-laws & Licencing Services
Planning and Development
34 City of Surrey Smart Surrey StrategySmart Surrey Strategy City of Surrey 35
36 City of Surrey Smart Surrey Strategy
Economic Growth Timelines
Health Technology SMHF BC Leadership Chair
Innovation Boulevard
in Multimodal Technology for
Healthcare Innovation
Innovation Boulevard Tech
Working Group
Innovation Boulevard is an agile partnership of health, business, higher education and government Digital Health Hub launch
creating new health technologies to improve peoples’ lives. Innovation Boulevard will act as a Implemented
Neurotechnology Lab launch
catalyst for economic opportunities by connecting companies with the latest health technology
research, providing clinical access for technology companies to test, refine and accelerate their
RC Innovation Centre launch
ideas. Its shared vision is to achieve remarkable results in four areas:
AGE-Well National Centre of
Excellence Funding
Key Outcomes
Innovation Space launch
• Improve health care outcomes for patients.
• Implement intelligent solutions for the health care system. Partners
• Attract talented clinicians and researchers.
Fraser Health (SMH and JPOC)
• Grow companies in health care technology and services sectors. SFU, KPU, BCIT, UBC
Industry associations, companies,
developers and funders
Lead City Department
Economic Development
Innovation Boulevard will act as a catalyst for economic
opportunities by connecting companies with the latest health
technology research, providing clinical access for technology
companies to test, refine and accelerate their ideas
Smart Surrey Strategy City of Surrey 37Economic Growth
Clean Technology
British Columbia is a world-leader in clean Powertech Labs is BC Hydro’s clean energy
Timelines
technology; a high-growth sector with subsidiary that provides consulting and
more than 200 clean tech firms which testing expertise with a focus on smart
LOI – Advancing sustainability
in 2011, generated an estimated $2.5 utility, power labs and clean transportation. through clean energy initiatives
billion in revenue. BC is recognized for its
leadership in hydrogen and fuel cells; clean The City of Surrey has developed significant
Mayor’s Clean Energy
transportation; energy management and expertise in the areas of urban planning, Advisory Network
Implemented
efficiency; renewable energy; and water and building design, transportation, energy
waste resource management. systems, waste management and energy Industrial Research Chair
modelling. Surrey has been recognized for Corporate Report approved
Clean technology in Surrey capitalizes its work through Clean50, Clean Energy BC,
on expertise at SFU Surrey, Powertech the Community Energy Association, and Clean Tech website 2015
Labs, the City of Surrey, and other local QUEST.
companies. The City of Surrey will help clean Partners
tech companies grow by providing industry
Key Outcomes SFU Surrey, Powertech Labs
and academic matchmaking, connections
to government resources, and economic • Industrial Executive Research Chair in Lead City Department
information to attract new investment. Energy Systems for Smart Cities co-
funded by SFU Surrey, Powertech Labs Economic Development
SFU Surrey has industry focused research
and the City of Surrey will produce
expertise in fuel cells, automobile
leading-edge research and build industry
applications and building energy
partnership
management.
38 City of Surrey Smart Surrey StrategyThe City of Surrey will help clean tech companies grow by providing
industry and academic matchmaking, connections to government resources,
and economic information to attract new investment.
Smart Surrey Strategy City of Surrey 39Economic Growth
ICF Smart21 Application
The Intelligent Community Forum (ICF) is the thought leader in intelligent community design by
Timelines
providing education, best practices, and a community of learning for cities that are undergoing
transformation. The City of Surrey has become actively engaged with ICF to learn how to improve
Submit application for
2014 award
Implemented and accelerate its transformation by learning from leading international cities and sharing ideas
through the ICF.
Winner of
Top 7 World’s Most Implemented
Intelligent Community
Key Outcomes
• Becoming recognized through the ICF Award process helps validate our Smart Surrey
Site visit for
World’s Most Intelligent 2015 Approach.
Community Award
• Multi Year Application Process allows City to receive feedback on Smart Surrey Strategy
approach as it evolves.
Lead City Department
• The Smart21 application process benefits the City of Surrey because the City compiles a
Economic Development thorough inventory of activity in its corporate operation, by partners, and in the community.
40 City of Surrey Smart Surrey StrategyEconomic Growth
Intelligent Community Event
The City of Surrey will deliver a full-day event, “The Evolution of Communities Forum”, that casts a
Timelines
spotlight on business strategies, clean technologies, and urban sustainability innovations that are
poised to transform the world’s cities. The role of policy makers and business leaders has merged
Deliver full-day event 2015
as technology innovators, thought leaders and public policy decision-makers look to create the
communities of the future. Lead City Department
This inaugural senior-level forum will offer attendees the chance to interact directly with innovators
Economic Development
and thought-leaders driving the evolution of planning and service delivery at the city level.
Key Outcomes
• International exposure positioning Surrey as a leader in innovative solutions.
• Relationship building with Smart City thought leaders and innovators.
• Information sharing and capacity building for delegates.
• Feedback and guidance for future updates to City’s Smart Surrey strategy.
Smart Surrey Strategy City of Surrey 41Service Delivery
Innovation
Vision
“It is easy, convenient, and efficient
for residents to do business with the
City of Surrey. Customers have multiple
methods to do business, either digitally or
in‑person. For the City of Surrey, this means
our service delivery is customer-focused,
efficient, and cost effective.”
Pillar Description
Focuses on technology and innovation driven initiatives that seek to
improve the resident customer experience when doing business with
the City.
42 City of Surrey Smart Surrey StrategyDIGITAL GOVERNMENT
SERVICE
DELIVERY MOBILE WORKFORCE
INNOVATION
SERVICE REQUEST
Smart Surrey Strategy City of Surrey 43SERVICE DELIVERY INNOVATION
Surrey.ca Improvements
Driven by public and user feedback, the Key Outcomes
Timelines
City’s Responsive Design Project sought to
broaden access to the City’s website www. • Enables optimal viewing from any
Redesigned website
Implemented surrey.ca from either desktop or mobile device.
Launched May 2013
devices, optimizing the user experience by • Platform is expandable for future
Partners providing information that was easy-to-find, services.
thereby encouraging new and returning
Yellow Pencil visitors. • Web analytics tools were upgraded to
Web Design & Development ensure continuous and ongoing content
improvements.
Lead City Department
• Navigation enhancements were made to
Parks, Recreation & Culture – reduce the number of clicks required to
Web & New Media Team find key information.
• Improved content, better user
experience, and more use of mobile
devices for the City’s website has
resulted in improved web traffic and a
positive customer experience for finding
City information including increased use
of online services.
• Allows users to share content more
seamlessly with social media platforms.
44 City of Surrey Smart Surrey StrategySERVICE DELIVERY INNOVATION
My Surrey App
The ‘My Surrey App’ is a one stop shop Key Outcomes
Timelines
built to maximize customer awareness
of the mobile apps and digital services • Optimized for use on all smartphone and
My Surrey App Rollout Implemented
available at the City. The new app is a tablet devices.
container or discovery platform that lists and • My Surrey App detects if other City Partners
links to existing apps, such as COSMOS, apps are already installed and will
Surrey Request, Rethink Waste, Surrey either launch or direct to iTunes store or Purple Forge
Library, ArtWalk, and Parking Services. The Google Play to download.
My Surrey App also includes up-to-date Lead City Department
content on City News, City Events, Bike • Increased awareness of new City
Routes, and City Job listings. apps and services as they become Engineering Department – GIS
available by automatically appearing as
placeholders within My Surrey App.
• Find City facilities closest to you such
as libraries, parks, and arenas, and view
information and services available at
that facility.
• Youth can find listings of the closest
skate parks, youth centres, pools, and
arenas.
Smart Surrey Strategy City of Surrey 45Since its SERVICE DELIVERY INNOVATION
introduction, COSMOS COSMOS
has tremendously
increased Surrey’s
level of service to its
residents and business The City of Surrey’s award-winning web Key Outcomes
mapping system (COSMOS) was developed
community, providing in-house based on public feedback, and • Public access to City information in
provides access to more than 350 datasets an easy to use web based mapping
even more self-serve
of City-related information for the public, application.
options and increase City staff, RCMP, Fire, and the development • Available for use on all devices including
access to clear and community. COSMOS allows users to desktop, smartphones, and tablets.
query, view, and print a wide range of City
concise information. information such as property details, zoning, • Unique ability to retrieve user’s previous
utilities, parks, roads, recreation facilities, session, saving the user considerable
points of interest, and aerial photography. time.
• YouTube ‘How-to’ videos assist users in
The Online Mapping System has been
locating specific information.
recognized as an overwhelming success by
both its customers and the industry. Since • Allows users to share content more
Timelines its introduction, COSMOS has tremendously seamlessly with social media platforms.
increased Surrey’s level of service to
Redesigned website
Implemented its residents and business community,
launched May 2013
providing even more self-serve options
and increased access to clear and concise
Lead City Department
information.
Parks, Recreation & Culture –
Web & New Media Team
46 City of Surrey Smart Surrey StrategySmart Surrey Strategy City of Surrey 47
Ability to access SERVICE DELIVERY INNOVATION
information related to Operations Mobility
service requests, work
orders, and up‑to‑date
mapping of assets
will promote greater Surrey’s vision for a Mobile Work Asset Key Outcomes
Management System (Cityworks) was to
effectiveness as well move towards true mobility, whereby service • Real-time dispatch of service requests
requests and work orders can be received and updating of completed work in the
as reduced costs by
in the office or the field wirelessly and field.
eliminating printing map dispatched electronically to crews at their • Greatly increase efficiencies, resulting
books. location. Using Cityworks, staff can send in less travel time to and from the office
updates or report on maintenance work and reduction in fuel consumption.
from the field, without having to return to
the office. This means reduced overtime and • Ability to access information related to
lower costs for asset maintenance because service requests, work orders, and up-
information that enables decision-making is to-date mapping (including infrastructure
available where the work is being performed. offsets, watercourses, valve locations,
Timelines etc.) ensures greater effectiveness as
well as reduced costs in creating and
Mobile Work Asset printing map books.
Management System Implemented
Summer 2013
• Provides ability for crew members to
submit hours worked and equipment
Lead City Department used electronically through an approval
process.
Engineering Department – Operations
• GPS services tracks operations crew
work efforts in real time, leading to
efficiencies.
48 City of Surrey Smart Surrey StrategySERVICE DELIVERY INNOVATION
By-law Enforcement Mobility
In 2012, the City of Surrey implemented Key Outcomes
Timelines
a mobile solution that enabled its By-law
Officers to work remotely in real time, • Improved customer service by providing
By-law mobility
reducing the need to travel back and forth relevant documentation at the time of
enhancements Implemented
from the field to City Hall base operations. inspection. launched Spring 2013
• Improved availability of investigation
This project improved productivity and time Lead City Department
information, monitoring and
management for the By-law Department,
enforcement.
and improved customer service for the Legal Services – By-law Enforcement & Licensing
public and increased revenue generation, • Significant reduction in travel time by
by providing key information in real time By-law officers, completion of more
including direct access to By-law details inspections with greater quality and
accessible in the field. consistency of information.
• Provision of metrics for efficient use of
staff workload optimization.
• Remote access to emails, calendar,
schedules and a internal systems
provides information required by the
officers during their field work.
• Remote printing and talk-to-text
functionality.
Smart Surrey Strategy City of Surrey 49SERVICE DELIVERY INNOVATION
Building Inspection Mobility
As part of the City of Surrey’s land Key Outcomes
Timelines
development and building process,
inspections must be performed by City staff • Improved communication and reduction
Mobility system launched
Implemented to ensure that buildings meet regulations in time required for the inspection
in 2011 and currently in use
and safety requirements. The building process.
Lead City Department inspection process is complex and often • Online system saves the client
requires multiple inspections. significant travel time by reducing the
Planning & Development
need to physically visit City Hall to
With the implementation of mobile building
conduct business. Clients can now
inspection technology, clients can now
request a permit online, pay online,
manage their inspection requests online
schedule an inspection online and get
through an office computer or smart phone
results online and via SMS.
application, providing a more efficient and
convenient alternative to the automated • Clients receive more precise real-time
telephone inspections line. Once the estimates of appointment times leading
inspection is completed, a printed copy to less waiting.
can be given to as many clients on site as
• The new system simplifies cash
required, and a digital copy of deficiencies
handling procedures and allows
is sent via e-mail to the client along with
automatic daily financial reconciliation,
an SMS text message advising them the
saving the City time and money.
inspection is completed and results have
been emailed.
50 City of Surrey Smart Surrey StrategySmart Surrey Strategy City of Surrey 51
52 City of Surrey Smart Surrey Strategy
SERVICE DELIVERY INNOVATION Surrey Request will
Surrey Request App improve staff’s ability to
respond to service requests
by linking directly with
internal work management
The new Surrey Request App provides Key Outcomes systems.
residents with the ability to request
information and report issues in over 20 • Surrey Request will improve staff’s
different categories, such as graffiti, street ability to respond to service requests
light outages, and abandoned garbage. by linking directly with internal work
Available on smartphone and tablet devices, management systems.
this easy-to-use app incorporates best • App users can view the status of their
practices in usability. requests, as well as provide feedback
and attach photos, allowing for greater
The Surrey Request App is an integrated
and quicker communication between
reporting system that includes the existing
the City and the public.
online ‘Report a Problem’ website, as well Timelines
as the Cityworks service request and work • Automatically provide a GPS location
management platform. The tools work Surrey Request App Implemented
map of the request.
together to inform decision-making, create
Lead City Department
efficiencies, and maximize resources to field
crews.
Engineering – GIS
Smart Surrey Strategy City of Surrey 53Reporting crime and SERVICE DELIVERY INNOVATION
public safety issues to police Online Crime Reporting
and other City authorities
is an inherent civic duty
and an important first step
A key enhancement of the Surrey RCMP • Reports can be submitted in either
in developing an effective
website is to offer online crime reporting. English or French.
response. e-Reporting allows citizens to file their
• Speeds up the reporting process and
own minor incident reports. These reports
offers ability to report minor crimes
are then transferred to the RCMP Records
or incidents without needing to visit a
Management System (RMS) and responded
police station or calling in to speak to a
to in an operationally appropriate time and
call-taker.
manner (e.g., depending on event type/
priority, local policy with respect to police • Users can choose to report at their
attendance and resource availability). convenience and can exit the system at
any time.
Timelines Reporting crime and public safety issues
to police and other City authorities is an • Completed forms can be printed from
Initial launch of inherent civic duty and an important first one’s own computer to keep on file (an
website e-Reporting
step in developing an effective response. email confirmation/report is sent once
Implemented verified).
Subsequent launch including
multiple languages Key Outcomes • Ability to access other/related
information on the website before,
Future plans include working • The e-Reporting initiative supports during and/or after online reporting
with City partners to integrate 2015 increased reporting and thus better process (e.g., Crime Prevention tips,
crime reporting mobile options
understanding of the prevalence of local program and service information).
crime and disorder enabling efficiencies
Lead City Department
when deploying police officers on the
Surrey RCMP
street.
54 City of Surrey Smart Surrey StrategySmart Surrey Strategy City of Surrey 55
SERVICE DELIVERY INNOVATION
Emergency Management Common
Operating Picture
The Common Operating Picture (COP) Key Outcomes
Timelines
is a single identical display of relevant
operational information on a map for the • Ability to view location of personnel and
Developed in 2011 and
Implemented purposes of collaborative planning and status of important infrastructure.
currently in use at EOC
to achieve situational awareness during • Create snapshots in time to improve
Developing RCMP version 2015 an emergency. Developed in-house by record keeping and decision making.
GIS, COP is a collection of multi-agency
Lead City Department information used by City Staff, Surrey • Ability to display notes on a map to
RCMP, and Surrey Fire Services in an indicate status of event or assets.
Engineering Department – GIS Emergency Operation Centre to deliver real • Show additional real-time information
time information to the decision makers from external sources such as social
managing the situation. media reports with pictures and/or
videos of weather, natural hazards, road
While initially designed to be used in an
closures, etc.
emergency, the COP can also be used
in day to day command centres at both • Plume modelling representing an area
Surrey RCMP and Surrey Fire Services. It affected by a disaster using real-time
improves connectivity within an intelligence/ weather information.
communications centre by using real-time
• Traffic Camera Integration and Control in
data to provide a snapshot of public safety
event of emergency.
from multiple agencies’ point of view.
56 City of Surrey Smart Surrey StrategySERVICE DELIVERY INNOVATION
Crime Analysis & Evidence‑Based
Decision Making
Understanding the root causes of crime Key Outcomes
Timelines
assists in directing appropriate resources
towards actions that will have the greatest • The resulting information can be used
Ongoing
impact on preventing and deterring priority to direct available police and other
crimes. Crime analysis by the Surrey RCMP resources to areas where the most
Lead City Department
conducted by academic researchers, impact will be made to prevent and
will provide information that will assist deter crime. Surrey RCMP
in targeting public safety resources and • The Surrey RCMP Crime Analysis Unit
identifying hot spots within the City. has helped identify the most prolific
To accomplish this, the Surrey RCMP offenders, criminal hot spots and
continues to employ crime analysts to study problem premises in Surrey.
and analyze the crime patterns and trends in
the City. • The Unit has generated a number of
analysis documents, including weekly
intelligence briefs and crime analysis
reports on emerging criminal trends and
hot spots.
Understanding the root causes of crime assists in directing appropriate
resources towards actions that will have the greatest impact on preventing
and deterring priority crimes.
Smart Surrey Strategy City of Surrey 57SERVICE DELIVERY INNOVATION
Risk‑Based Fire Inspections
With over 13,000 inspectable properties in Key Outcomes
one of the fastest growing communities
in Canada, the legislative responsibility of • Potential to develop a data-driven
meeting the Provincial mandate to perform framework for conducting fire safety
Timelines inspections based on risk.
fire and life safety inspections is difficult.
Initial analysis Implemented • A model will be developed using
Research conducted by the City of Surrey
multiple risk factors to determine
showed that:
Council adoption the frequency for timings of fire
2015 • Properties that were not compliant with safety inspections. (i.e., property that
Implementation the BC Fire Code experienced fires is classified as high risk, based on
2.4 times more frequently than all other occupancy type, history of inspections
Potential Partners inspected properties. and fires.)
Province of British Columbia, • Fire safety and suppression items • Requirements will be adopted to ensure
Office of the Fire Commissioner inspected at properties that experienced that the owners and occupants in high
University of the Fraser Valley fires were non-compliant 4.0 times risk buildings will have a certified and
Fire Chiefs Association of BC more often than items inspected at trained responsible person to ensure
Fire Preventions Association of BC properties overall. that life safety systems are operating
BC Institute of Technology and being maintained and that the
occupants are trained on fire safety and
Lead City Department evacuation procedures.
Surrey Fire Services – Prevention Division
58 City of Surrey Smart Surrey StrategySERVICE DELIVERY INNOVATION
Surrey Fire Services Move‑Up Module
Surrey Fire Services’s operational decision Key Outcomes
Timelines
making is guided by a probability-driven, real
time resourcing, decision-making tool called • Preemptive allocation of resources
Ongoing improvement
the Live Move-Up Module (LiveMUM). around the City. Implemented
and analysis
• Maximized operational cost efficiencies
Implemented in 2007, this model uses
and improved fire coverage and Lead City Department
past calls for service to calculate the
response.
probability that resource gaps have emerged Surrey Fire Services
as a consequence of current resourcing • LiveMUM interacts with the City’s Communications/Operations
demands. If such gaps are identified, computer-aided dispatch system in
LiveMUM then makes recommendations real time to determine when and
about reallocating the remaining resources where move-ups are necessary based
to improve coverage. on call volume periods. For example,
when the closest units to a particular
neighbourhood will be available for a
significant period of time, a move-up
is recommended. At the same time,
LiveMUM’s risk-assessment tool helps
to ensure that any relocated resources
will actually be put to use.
Smart Surrey Strategy City of Surrey 59SERVICE DELIVERY INNOVATION
Surrey Fire Services Attendance
Management Program
Surrey Fire Services introduced an Key Outcomes
Timelines
Attendance Management Program (AMP)
to reduce employee absenteeism. The • Over the past 12 years, Surrey
Internal and external
program outlines a procedure for managing Fire Services has experienced a
reports
attendance, using a series of progressive 68% reduction in both Workers’
Implemented
Research paper steps that include letters, counselling and Compensation Board (WCB) absences
publication positive reinforcement. The first of its kind in and in sick leave, resulting in cumulative
the province, the program was a response savings of more than $9.15 million.
Partners to a gradual increase in absenteeism at • The AMP is intended to promote and
Surrey Fire Services, which is one of British achieve high attendance levels from
University of the Fraser Valley Columbia’s largest fire departments, with all employees, and reduce costs and
17 fire halls and more than 364 firefighters. disruption to the operation.
Lead City Department
An important component of the AMP • Results are tracked on an annual
Surrey Fire Services – Administration Division
program was the record keeping and basis with the 2012 and 2013 results
reporting of the data. This was facilitated by shaping up to be the best two years of
the implementation of Kronos’s (formerly attendance on record.
PDSI) Telestaff staff scheduling software.
• Understand the just-in-time problem
This foundation provided the opportunity
to scheduling staff based on predictive
to deliver evidence based decision making
staffing patterns using evidence based
within the Attendance Management
decision making.
Program.
• Ability to design a solution to the
problem including the processes to
monitor performance against the
benchmarks.
60 City of Surrey Smart Surrey StrategyBy attempting to
SERVICE DELIVERY INNOVATION
enhance safety in and
High Risk Location around these high risk
Initiative locations, the initiative
is designed to increase
public safety and reduce
violence associated at these
The “High Risk Location Initiative” (HRL) Key Outcomes locations.
is a coordinated approach between the
Surrey RCMP, City By-laws, and Surrey Fire • Shared database will house information
Services. The initiative targets locations specific to high risk locations in Surrey,
where homicides, violent crimes or criminal based on number and types of calls for
activity associated with violence have service. The database is being populated
occurred in the past. It is generally these with information from Surrey RCMP,
types of locations where those living high Surrey Fire Services, Surrey By-laws,
risk lifestyles come together and create an and the City of Surrey.
Timelines
increased risk to public safety and potentially • Shared database is integrated with a
violent crime. custom-built web based mapping tool Shared database Implemented
to assist in the visual coordination and
By attempting to enhance safety in and
assessment of locations. Lead City Department
around these high risk locations, the
initiative is designed to increase public
Surrey RCMP, Surrey Fire Services,
safety and reduce violence associated at
Surrey By‑laws, Engineering Department – GIS
these locations.
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