RESPONSIVE GOVERNMENT

If It Affects You, You Should Know About It.

Too often, residents find out about something happening in their neighbourhood after the fact — or only because somebody happened to see a post, find the right webpage or hear about it from a neighbour.

Hamilton already communicates a lot of information. But too often, residents are expected to go looking for it.

That shouldn’t be the resident’s job.

My News Never Missed policy will establish a clear City-wide approach for getting important municipal information to the people who are actually affected by it.

The goal is simple: If something affects you, you should know about it.

The City will identify who needs the information based on factors such as location, urgency and public impact, and then use the communication methods most likely to reach them.

That could include email or text notifications, the City website and social media, but it can’t stop there.

Depending on the issue and the people affected, information can also be shared through libraries and recreation centres, neighbourhood associations, seniors’ organizations, cultural and community organizations, local media, mailed or delivered notices and other appropriate channels.

Residents will have more ability to choose the information they want to receive — including geographic areas, topics and types of notifications that matter to them.

And digital service will not mean digital-only service. Printed, telephone, in-person, translated and accessible communication options will continue to be part of how the City reaches residents.

The City will also maintain one authoritative source of information for important municipal updates, so residents aren’t left comparing different posts or webpages trying to determine which information is current.

And communication cannot end with the initial announcement.

Residents should receive updates when circumstances change, when timelines move and when work is completed.

The same principle applies when City Hall asks residents for their input.

Consultations should use appropriate digital and in-person options and targeted invitations where needed. And where residents have provided feedback, the City should close the loop by explaining what happened next, what decision was made and what happened with that feedback.

We will also measure whether important information actually reached the people who needed it — not simply whether City Hall posted it somewhere.

The right information. The right people. The right time. The right way.